Consumer complaint received 2020-10-18
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Fraudulent charges were made on our Chase credit card between XX/XX/XXXX to XX/XX/XXXX. Chase has dismissed these charges as not being fraudulent. Chase responded to our first complaint on this website XX/XX/XXXX. We thought our case was being investigated, and had been submitting documentation after XX/XX/XXXX. We feel the new evidence we provided was overlooked and not reviewed or taken into consideration by the Chase fraud department. 

We had received the exact same letters from Chase on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, stating how Chase had confirmed the transactions as valid, but there is no explanation or supporting evidence as to why the transactions are valid. We strongly disagree as Chase has no substantiation supporting this claim. 

My husband is the primary card holder and Im an authorized user under the name XXXX XXXX. The credit card numbers and expiration were the same on both cards. The last purchases by us were made on XX/XX/XXXX on the Chase credit cards as shown on the XXXX Chase statements. On XX/XX/XXXX, according to my XXXX bill statement, my husband made a call to Chase at XXXX. I believe this call was made to cancel the card, but I would like Chase to clarify the specific details entailed in the call. 

After this call, no transactions happened on either of the cards until XX/XX/XXXX, which is almost 4 weeks! That is very unusual, as both my husband and I primarily prefer to use the Chase credit card for most of our purchases. During the time frame of XX/XX/XXXX to XX/XX/XXXX, the primary card holder, XXXX XXXX, had not made any purchases on his Chase card. The XXXX  XXXX  history on his phone shows his exact locations during that time frame. These were also submitted to Chase, as well as his work log history. 

On XX/XX/XXXX, transactions were processed using my card chip read, but those transactions were NOT made by me. From XX/XX/XXXX to XX/XX/XXXX, {$3200.00} in fraudulent charges were processed using the authorized users card chip read. Unfortunately, I dont have XXXX XXXX  keeping history of my past locations, and XXXX XXXX did not have my location either. I contacted XXXX to ask for past location history, but they stated how that information is only accessible during a limited time frame, and so I was unable to provide that information. I was only able to obtain 2 past receipts showing date, time, and location during the time fraudulent charges were being made I do not believe that Chase has any physical video proof ( or any other proof ) of those purchases being made physically by me that would validate Chases claims of the charges being NOT fraudulent. 

I have contacted merchants as Chase had suggested. I spoke with a Senior Specialist at XXXX  over the phone, and went to my local XXXX  store. XXXX   representatives found and logged all the fraudulent charges, giving us a case number ( which was also forwarded to Chase ). XXXX  said video footage would have been available, but when I went to the store they told me because so much time had passed, the footage would no longer be available. Both the Senior Specialist and  the local manager of the store said to go back to Chase, as it is the credit card company 's responsibility. 

I also submitted a receipt of a purchase I made at a XXXX XXXX store on XX/XX/XXXX at XXXX. I used my visa debit card, and this charge also appears on my statement which was also submitted to Chase. The XXXX XXXX store is 5.3miles away from the XXXX  store where a fraudulent charge was being made on XX/XX/XXXX at XXXX, with the chase card ending XXXX XXXX XXXX, of the amount {$360.00}. It would take me 13 to 15 minutes to drive from XXXX XXXX to XXXX  ( verified by XXXX XXXX ). That time doesnt include parking, walking into the store, and making purchases. 

{$1700.00} was spent at XXXX  within 2 weeks. Multiple purchases were made on the same day at different times. These transactions do not reflect my spending pattern with Chase in the past 8 years. Here is a list of all the Fraudulent charges made at XXXX  between XXXX and XXXX : XX/XX/XXXX XXXX {$340.00} XX/XX/XXXX XXXX {$100.00} XX/XX/XXXX XXXX ; XXXX {$200.00} XX/XX/XXXX XXXX {$360.00} XX/XX/XXXX XXXX {$220.00} XX/XX/XXXX XXXX {$290.00} XX/XX/XXXX XXXX {$10.00} XX/XX/XXXX XXXX {$1.00} XX/XX/XXXX XXXX {$23.00} XX/XX/XXXX XXXX {$29.00} XX/XX/XXXX XXXX {$41.00} XX/XX/XXXX XXXX {$33.00} XXXX XXXX {$21.00} Things included in these purchases were : {$800.00} of XXXX  Visa prepaid gift cards, a {$50.00} XXXX gift card, a {$50.00} Airbnb gift card, and 2 {$25.00} XXXX XXXX  prepaid dining cards were purchased during these transactions, totaling {$950.00} in gift cards. 

On XX/XX/XXXX, 7 purchases were made at my local XXXX store. Cigarettes   were purchased during these transactions. My husband and I do not smoke, and have never purchased cigarettes in the past 8 years we have had the Chase card, nor have we purchased cigarettes with any other card we own. I spoke with the manager of the store, and he told me they keep video footage for about 1 year, but it is only available upon legal request. XXXX also has an online store receipt history : XX/XX/XXXX XXXX, {$20.00} XXXX, {$11.00} XXXX, {$6.00} XXXX, {$26.00} XXXX, {$31.00} XXXX, {$20.00} XXXX, {$18.00} Im finding it hard to understand that in one hour and eleven minutes, all these purchases were made and Chase doesnt consider this fraudulent, did not alert us, or decline payment as they did on XX/XX/XXXX when a purchase was made at the XXXX store for {$310.00}. If Chase was able to decline a purchase made on XX/XX/XXXX for {$310.00}, why were they not able to put a block on the card on XX/XX/XXXX where 7 purchases were made within an hour? Did Chase not find this activity unusual? Or is this a normal consumer spending behaviour that would not trigger their fraud alerts? 

My husband received a text on his phone from Chase on XX/XX/XXXX. The text asked him if these XXXX purchases were made by him, to which he replied No.  He responded late, and we didnt follow up because we had assumed the card was already cancelled based on our call history. This was an error on our part, but how can we be held accountable for this? We suspected this informal alert to be a scam. 

Several purchases were also made at a liquor store, My husband and I are XXXX ; we dont drink alcohol and we have never made alcohol purchases at a liquor store with our Chase card, or any other card we own. If Chase reviewed our spending pattern and history with them, they would clearly see this. 

Many of the merchants I went to didnt offer much assistance and told me to go back to Chase. Weve submitted a police report, and all the documentation and proof we could access to Chase. Weve spoken to a countless number of people at Chase who have offered minimal to no assistance. Every time we reopen the case for thorough investigation, Chase shuts it down. Chase has not dealt with our case fairly or responsibly, showing no compassion to a loyal customer of 8 years.

Company response to consumer: Closed with monetary relief