Consumer complaint received 2018-03-18
Company: JPMORGAN CHASE & CO.
State: NY
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:
On XX/XX/XXXX i came to realize that my Chase Freedom Credit Card was not in my wallet or in my immediate possession ; so I called the customer service number and reported my card lost/stolen. My card was immediately shut down by Chase, and i was notified that I did have multiple transactions on this card. After going through each transaction, it was discovered that these transactions totaling over {$6000.00} were all fraud. I was told and promised XXXX liability for fraud and was told that I will be issued temporary credit for all of these fraud charges, until 30-90 day investigation takes place. The following day, on XX/XX/XXXX, all of these fraud recharges were rebilled back to me to my new credit card number ; with no further explanation or justification from Chase Freedom card. It was been less then 24 hours after I filed a fraud claim with the credit card, and no possible investigation could have taken place. As of today, i have made over hundreds of phone calls to Chase, spoke with everyone from customer service agents, to fraud agents to senior fraud investigators and even executive office staff. They are refusing to address my problem and to admit fault in their re-bill. I have asked them for proof from merchants, which they are telling me they don't yet have. I told them that they had no right to reverse my temporary credits 20 hours after issuing them to me, and then not provide me with any written letter explaining their decisions and actions. Now that my balance is over {$6000.00} on my card, which is my total c credit limit ; it has impacted my credit score by over 20 points, and to top this all off, i received the only letter from Chase Freedom card last night in the mail ; which states that due to my balance being high, they decided to shut down my credit card!!! My balance should be XXXX, as i was and am still entitled to this fraud credit on my account. After calling them for a whole week, XXXX XXXX to XXXX XXXX when their fraud team closes for the day, all I've been given is a run around, each agents states that they can't help me, and they would have to look at my account and call me back after reading the memos. Nothing has been done and I'm sick and tired f calling merchants myself and hearing that created accounts are indeed Fraudulent and that they believe that Chase should credit me back. Why Chase isn't fighting for me as a consumer? They don't have any merchant receipts to provide to me as they said to me they are still investigating. If thats indeed the case then why did they already re-bill me? I by law am entitled to written explanations pertaining to any actions on my account, and this balance still remains on my account due to their negligence, and instead of correcting their actions and apologizing, they have closed down my credit card further impacting my credit score. Finally, the law limits what you owe if your credit card company doesn't follow the procedures mandated by the Fair Credit Billing Act. Thus, if your credit card issuer tries to collect a charge while it's investigating or violates the act in any other way, you should contact the Federal Trade Commission.

Company response to consumer: Closed with explanation