Consumer complaint received 2023-03-17
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:
On Sunday, XX/XX/2023, I received a phone call from my authorized user associated with my Chase XXXX XXXX XXXX card. My authorized user asked me if I had made a {$230.00} purachse at a XXXX  XXXX store, which I had not. He had called to check the balance of the card and said he was notified of the latest transaction. I checked my statements through the app and discovered a total of 5 unauthorized charges on my card. Neither my authorized user nor I made these purchases. I called Chase to notify them and they gave me credit for the transactions and told me they would investigate. They cancelled my card and mailed me a new one. I disputed the following charges : {$55.00} at XXXX XXXX XXXX, {$37.00} at XXXX XXXX XXXX, {$230.00} at XXXX  XXXX XXXX XXXX, an additional {$16.00} at XXXX  XXXX XXXX XXXX, and another {$60.00} at XXXX XXXX XXXX. I thought nothing else of it and thought it was settled until they contacted me over a month later on XX/XX/XXXX asking me to verify if my authorized user had their physical credit card to which I told them I believe he did, however, he didn't make the purchases. They asked me to contact him and verify and called me again on Monday, XX/XX/XXXX to ask me the same questions to which I replied the same answers. They told me that the transactions were made " in person '' and therefore were not considered fraud. I told them that someone must have gotten my information somehow and made a card. I don't know what happened, all I know is that these purchases were fraud. They told me the charges would be added back onto my card until it was investigated and that they would send it back to their fraud department to investigate further. No more than 7 hours later, they sent me an email saying there was a letter enclosed in the app. I checked the letter and it claimed that the investigation was complete and that I am responsible for all 5 charges because I " benefited from them ''. They also charged my card again for the {$400.00} amount. I completely disagree with this " finding '' and don't understand how an investigation can be completed in a few hours. I then filed a police report with XXXX PD on Tuesday, XX/XX/XXXX. The officer taking my report told me to just give the report number over to Chase and told me the report wouldn't be ready for about a week. He said I didn't need the report and to just give them the report number. On Wednesday, XX/XX/XXXX, I called the fraud department and was told to email them the report. I told them the officer only gave me the report number and said that was sufficient. Chase told me they prefer the actual report but that I could send over the report number. There is a {$25.00} fee involved with getting a report from what the officer told me. After sending the email, I was contacted again on XX/XX/XXXX ( today ) and told that they can not consider these charges as fraud because it was made in person with my authorized card holder 's card and was paid via tap to pay. At this point, I don't know if for some reason someone else got a hold of his card and used it and returned it, but we know neither of us made the purchases and don't know who did. Chase then told me to send them the report, as a report number would be of no use to them. I asked if they can obtain video footage somehow to prove it wasn't us and they said the cops weren't going to hand that footage over to them and neither was the store and they wanted me to go back to the police station to ask an officer to obtain footage. I feel as if they have a better chance of obtaining it because they are fraud prevention and I feel as if that is their job. They have been wanting me to do all the work and have no proof that these purchases were made by my authorized card user. I have a sick grandma who I'm helping take care of all while working long hour shifts all week and this is an added stress and problem I don't need. I would not be going to this extent if I believed it wasn't fraudulent. Chase just told me that I can get video footage myself and send it over to them to " prove I didn't make these purchases '' even though they should be able to check IP addresses and see that I was nowhere near that location on the day of the transactions and neither was my authorized card user. I told them that I don't know how long stored keep their footage for or if I was able to obtain that a month plus later and asked them what would happen if they don't have the footage anymore. They told me I would be responsible for all of the transactions if I couldn't prove it wasn't me. I don't even know what exactly was purchased or the exact store locations. They expect me to go to the store when the app doesn't even give me a full address and I don't know what I'm looking for. I am stuck in the middle now and don't know what to do. I feel like it is their job to do this investigating and they are stopping at the bare minimum. Everyone I talk to gives me the same response and I don't know where to go from here. There is nothing physucsllly showing I'm at fault, yet they're going based off of a technicality. I'm thinking of completely cancelling the card if this is how they are going to treat their customers. Please help.

Company response to consumer: Closed with explanation