Consumer complaint received 2019-01-30
Company: JPMORGAN CHASE & CO.
State: AR
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:
In XX/XX/2018 our XXXX account was hacked. The thief immediately changed our password to lock us out, and he then used our Chase credit card ( which was connected to the XXXX account ) to make three individual purchases at XXXX XXXX while we were sleeping. We awoke the next morning to three emails from XXXX asking if we had made the three overnight purchases for {$99.00}, {$99.00}, and {$9.00} totaling {$200.00}. We tried to logon to our XXXX account and discovered the unknown thief had changed our password so that we no longer had access to the account. We immediately called XXXX and reported the fraudulent purchases. We were on the phone with XXXX for two hours while they researched what occurred. XXXX then explained that a " teenage male in another state '' had managed to access our account, change our password to lock us out, and he then made the {$200.00} in purchases. XXXX could not reveal the XXXX XXXX old 's identity to us since he was an underage customer of theirs who had a different account with them, but XXXX could see from their end that this thief was using our account to play a game called XXXX. XXXX then directed us to call our Chase credit card which we did immediately. Chase was originally very proactive and canceled our credit card connected with the XXXX account and assured us over the phone that we would NOT be responsible for the unauthorized charges, and the Chase fraud unit thanked us for informing them the same day the thefts occurred. However, when Chase sent us a new credit card with a new number, they RE-CHARGED us for the {$200.00} onto our new account! We have battled with J.P. Morgan Chase since XX/XX/2018 about not holding us accountable for thefts made by an unknown, underage male in another state who was wickedly good at making it appear as though WE had made the charges. Chase bank has refused to dismiss the charges despite the fact that we have processed a complaint with the XXXX XXXX XXXX. No wonder J.P. Morgan/Chase made more record profits last year than any other company- they force customers like me to pay for unauthorized charges. I had been a loyal credit card customer for 22 YEARS when this happened in XXXX, and NEVER once had I ever been late in payments. In fact, I paid off my entire Chase balance every month for 22 years ( which was many thousands of dollars I charged and paid for as a loyal, dependable customer. ) I am shocked that this is the reprehensible manner in which Chase credit card company treats a long-standing dependable customer like me. I will NEVER use another Chase bank again. By the way, my credit score is over 830. I will NEVER PAY Chase the {$210.00} plus all the late fees and interest they are accumulating each month I do not pay for the stolen XXXX games. The amount they are demanding is now up to almost {$300.00} due to late fees and interest. This has caused my wife and I to miss work due to much time speaking with their " fraud department '' over the phone on countless occasions ; Chase has caused us tremendous emotional and mental anguish, and we plan to make our case known to the broadest possible audience via social media. Shame on J.P. Morgan/Chase bank!

Company response to consumer: Closed with explanation