Consumer complaint received 2021-02-12
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
My Chase Sapphire Preferred card ending in XXXX, which I share with my wife, XXXX XXXX, was lost and subsequently stolen near the intersection of XXXX XXXX XXXX XXXX in XXXX XXXX in the late afternoon on XX/XX/XXXX. In the following days, over {$20000.00} of fraudulent charges were billed to my card, including the following : 1. XXXX ( XX/XX/XXXX, {$1600.00} ) 2. XXXX ( XX/XX/XXXX {$5000.00} ) 3. XXXX  ( XX/XX/XXXX, {$170.00} ) 4. XXXX ( XX/XX/XXXX, {$390.00} ) 5. XXXX # 7 ( XX/XX/XXXX, {$10000.00} ) 6. XXXX ( {$34.00}, {$5.00} and {$5.00} ) 7. XXXX XXXX XXXX XXXX {$52.00} ) 8. XXXX ( XX/XX/XXXX, {$3200.00} ). 

Upon noticing my card was missing on XX/XX/XXXX, I called the Chase Fraud Recovery line to report the fraudulent charges above and cancel my card. The representative assured me that the charges would be removed from my account and there would be no issue doing so given my card is a zero liability card. The representative did not tell me I needed to file a police report. 

On XX/XX/XXXX, we received a letter stating that the above charges were being rebilled to our account and that we are responsible for them. I immediately called the Chase Fraud Recovery line that day to understand why they were being rebilled and was told that the XXXX and XXXX XXXX charges were not originally reported as fraudulent which resulted in all other charges being rebilled. I clarified that those charges were indeed fraudulent ( I could not have made them as I did not have the card ), and was told that the Fraud Recovery team would continue their review of my case. 

On XX/XX/XXXX, I called to follow up to understand the status of my case. I was told that an account supervisor, XXXX, would get back to me in 24-48 hours, and when this person followed up, I was told that she was continuing to wait for information from XXXX before she could move the case forward, and that four other retailers would not provide additional information, so it is unlikely that the Fraud Recovery team will be able to move forward with the case unless I am able to work with the XXXX XXXX Police Department to require retailers to release video footage. I have filed an updated police report to make that request and am working on this, but am doubtful I will receive a response given the magnitude and severity of other issues the XXXX deals with routinely. It is surprising that my only recourse at this juncture is to spend countless hours on the phone with Chase Fraud Recovery ( only to be hung up on, rerouted and sent in circles ), as well as trying to procure video footage over which I personally have no authority. It was never told to me upfront that the only way to get fraudulent charges off my card was to acquire the video footage and this simply seems unfair. The fact pattern clearly shows the charges were fraudulent and I should not be liable. 

I strongly believe Chase is acting in bad faith, counter to consumer protection requirements and is using misleading business practices.

Company response to consumer: Closed with monetary relief