Consumer complaint received 2023-01-27
Company: JPMORGAN CHASE & CO.
State: PA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Chase Bank Reference Number : XXXX : Violations of Truth in Lending Act, Regulation Z Error Resolution for Cards Letter to Chase Bank The Truth in Lending Act, as implemented by Regulation Z, limits consumer liability for unauthorized use of credit cards. 12 CFR Part 1026.12 ( b ) ( 1 ) defines unauthorized use as the use of a credit card by a person, other than the cardholder, who does not have actual, implied, or apparent authority from which the cardholder receives no benefit.

Chase Bank currently has a billing error, stemming from unauthorized use, that was reapplied to my account on XXXX without any prior notice to me and is reflected on my current statement. 12 CFR Part 1026.13 ( 3 ) defines a billing error as a reflection on a periodic statement of an extension of financial credit for property or services not accepted by the consumer for consumers designee. Chase Bank is not in compliance with the law since a financial institution can not deny a consumers claim of an error without conducting a reasonable investigation and since no benefit was received from this unauthorized transaction. 

Chase Bank reapplied on XXXX a previously reported fraud charge from XXXX without conducting a reasonable investigation. Our rights under provisions of Regulation Z were violated. Furthermore, Chase Banks Fraud Department closed the investigation on XXXX in spite of the fact that we had repeated calls with agents and provided them with additional information along with the police report number and contact information for the officers who took our statements. As such we request that you provide an immediate provisional credit of {$2300.00}.

I would like to request a timely resolution of this error by Chase Bank. The Chase Fraud department re-opened the on XXXX after another agent closed it earlier that day. I was told that the investigation would take 4 business days from XXXX. Per Chase banks request, on XXXX a copy of the police report was provided to Chase Bank, which was received from the police department on that same day. On XXXX per another Chase Fraud representative, I was asked for a copy of the new drivers license associated with the theft. As the police report clearly states, credit cards, cash, and an iphone were stolen, not the wallet which included the driver 's license. I was then told by Chase that it would 4 business days to resolve. However, now the Chase Fraud department investigation appears to have been superseded by the Chase Executive office with a new pending investigation, with more delays, partially attributable to delays in obtaining material from the Chase Fraud department. Since, I have been informed it can take a couple of weeks to resolve, I would like to request an immediate credit for the {$2300.00} charge at XXXX XXXX. I also have previously asked Chase and would like to ask again for a more detailed description on how I benefited from this transaction from a charge stemming from a vehicle break in and theft from a charge by an unauthorized user. 

Please let me know by the end of today whether you can assist with my two requests. Since the complaint previously filed with the CFPB does not allow amendments for new material, such as the police report, I may need to file a second complaint so that the bank regulators have all the pertinent information. 

Regards, XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX

Company response to consumer: Closed with monetary relief