Consumer complaint received 2021-10-08
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:
Dear Sir/Madam My consumer rights are being violated and I am under enormous stress due to negligence, injustice and discrimination from Chase Bank . I have been trying to resolve the issue with the bank for four month now, however, the Chase Bank Credit Card fraud protection has completely neglected my issue and falsified previously approved facts several times. The customer service, several times, ignored my request to forward my claim to the Chase Headquarters. 

At this point, I am seeking protection of my consumer rights and hoping for your descriptive investigation of all illegal actions from the USAs biggest credit card issuer, the Chase Bank. I am seeking help from the Consumer Financial Protection Bureau, a U.S. government agency, to solve the issue with Chase Bank. I am looking forward to an open investigation against Chase Bank, its Credit Card Department and employees, and subsequently find hundreds of similar cases of injustice that will help millions law-abiding citizens and U.S consumers such as myself.

I immigrated to the USA more than 15 years ago and my credit score has been exceptional ever since. I never had any unpaid bills nor late payments. I had never experienced such pressure of hardship and discrimination from the credit card issuer until XXXX of 2021. 

In XXXX of 2021, I was away, outside of the US, at my Grandfather 's funeral. He was XXXX of XXXX and died at XXXX XXXX XXXX. After I came back home, on XX/XX/2021, I had discovered a lot of fraudulent transactions and the credit card balance auto-payments from my XXXX XXXX XXXX account. I called Chase to open the claim immediately. 

I had multiple fraudulent charges that took place from XX/XX/2021 to XX/XX/2021 on my Chase Freedom credit cards ending # XXXX by XXXX, XXXX XXXX and XXXX. There were XXXX fraudulent transactions totaling {$20000.00} - XXXX total is XXXX small transactions for {$18000.00}, XXXX XXXX transaction for {$980.00} and XXXX XXXX transaction for {$1300.00}. 

On XX/XX/XXXX, Chase customer service closed my card, issued the replacement, started the refund process and asked me to keep making all my future payments. They said that I should not be worried about those charges and that my overpaid balance would be credited back to my checking account in the form of a check. ( I will gladly provide my credit card statements and XXXX XXXX debit card statements upon request ) Within several days, all XXXX claimed charges started to show as a credit on my online banking activity page. But during several weeks it was very hard to track what was in fact going on with the case. And in several weeks, in XX/XX/2021, without any note or communication, Chase stated that all fraudulent transactions were made by me and charged my credit card again. 

Frustrated, I called Chase customer service and was told that the claim case was transferred to the Chase Fraud Recovery Department. I spoke with the agent, he ( I did not write his name ) said that I must provide additional information. He asked to send them the screen shots of all activities from my XXXX online account with the proof that I did not purchase anything with that card those days. Also, he asked to prove that I was away on those dates. All that had to be provided through the email to XXXX. I had provided all requested information the same day and received a response that it could take up to 90 days to review a fraud claim from the day of the charge or when you reported it. 

In the meantime, I have been making all payments that were due. I am a very responsible individual and take all my bills very seriously and keep my credit score exceptional. 

I have waited for several weeks with no update from Chase Bank. In the meantime, I called both Airlines several times, the first time they asked to call the Chase Bank and claim the fraud. Both airlines clarified that that was the standard procedure that it was credit card issuer responsibility to protect me and process the charge back. I called them back and explained the complication with Chase Bank Credit Card department. Finally, both airlines confirmed that those tickets were purchased by someone else, they canceled both transactions and refunded me {$980.00} and {$1300.00}. Please, note, both airlines agreed it was fraudulent activity. I have worked directly with both airline companies, not the Chase Credit card issuer. 

Also, I have been calling XXXX customer service several times during those weeks and they also clarified that the standard procedure is to resolve fraud with my bank and not my job to investigate and call each store. It is the credit card issuer responsibility to protect me and process the charge back for all unrecognized charges. When I called on XX/XX/2021, the XXXX representative transferred me to the right department that handles fraud purchases. I spoke to XXXX. I explained the issue I had with Chase Bank Credit Card department, and that they are not doing anything to help me. I have also stated that XXXX and XXXX XXXX had already helped me resolve. Finally, she agreed to check my credit card activities by using my credit card number. She found all XXXX transactions from multiple orders. She confirmed that charges in XXXX were made by someone else from Texas. The hackers used my name, billing and my Chase Credit Card # XXXX to buy a lot of items with delivery to Texas. XXXX mentioned that most of the orders were delivered to XXXX XXXX XXXX XXXX XXXX, TX, XXXX and the XXXX online account holder used XXXX email. Most orders were made from multiple accounts as a guest, as one-time buyers. I requested XXXX to email or mail me that information as a proof. She explained that there is a standard procedure where the credit card issuer requests all needed information officially. So she was not able to provide any documentation to me through email. She provided the reference # XXXX regarding my call that was registered under my XXXX account XXXX email XXXX. XXXX advised to contact the Chase Bank, so the Bank could call to verify and request all the proof officially. 

I was so happy that I had proof now from all the companies. Same day I sent the email and called the Chase Fraud Department to share my findings to resolve my case. Apparently my case handler was the case manager named XXXX. I explained everything to him, and provided all the information and facts I had that far. He asked me to send all the information to his manager, XXXX, which I did right away. XXXX called me back in several days and requested for the conference call with XXXX. I gladly agreed, he connected us to XXXX. The representative from XXXX ( I did not write down her name ) refused to provide any information to XXXX. And that XXXX as a Chase Bank manager is supposed to know how to request all the information. So, that day XXXX was not able to get anything verbally from XXXX. He promised to request all the information from XXXX and get back to me with a positive outcome in my favor. 

He verbally agreed that I was right and he had no reason to doubt all the facts that I had provided to them ( the phone call was recorded by Chase ). He did not call me back for several days and I decided to call back myself. He said that my case was transferred to a different department again. At that point I was devastated and depressed. 

I gave it another week but there was no update from Chase. So I called multiple times with the request to be transferred to the Chase Headquarters. But they have been transferring me back to the Fraud Department over and over. 

Suddenly, on XX/XX/2021, I received sad news that my father passed away from XXXX in XXXX. I left the country imminently and had not been following up with the bank. After I returned in XXXX weeks, I started to call the Bank in order to speak with the Chase Headquarters manager. But, again, they have been transferring me back to the Fraud Department over and over. 

So, on XX/XX/2021, XXXX of the supervisors from the fraud recovery department reached me, XXXX, and offered to help me out. He said that he needs more information and to investigate all the notes from my case # XXXX. After a day he called me back. He said that he was sorry for all I went through and promised to fix it. He said that the reason for denial was that I must have accidentally clicked Yes to one of the emails that Chase sent me one of those days when I was away, from XX/XX/XXXX to XX/XX/XXXX. But he did strongly agree that it happens. He added that I must have accidentally pushed the yes button on one of the emails, especially during the hard times when I lost my beloved Grandfather. He agreed that that is not the right reason to be denied in my fraud case. 
So he said that in order to solve my case he needs to speak to XXXX and conferenced me. I said that we have done it prior with XXXX and that the bank has to request officially not through the phone. But he insisted on calling. He called XXXX fraud department and added me to the call. The XXXX representative ( forgot to write down her name ) was very nice. She listened to both of us and offered her help. I gave full permission to provide any information that XXXX requires. So, XXXX asked if she could confirm all what I previously told to XXXX and all other Chase representatives. She did confirm all the information and gave more details for each transaction that XXXX randomly chose out of all XXXX transactions. At some point XXXX said that all the information that she provided was sufficient for the case. And he several times told the XXXX representative that she saved all of us a lot of time and that she was very helpful. He added that he did not need any other information. So, the conference call ended. XXXX was very nice that time, he said that it was very important for my case and that I am all set now. He stated he would approve my case and process the refund. XXXX minutes later he suddenly said that I already received the refund because he did not see any outstanding balance. It did not make any sense, I proved to them that I never received the refund. If refund would have been done, my case would have been closed already and I would have XXXX as overpaid credit balance. I did not have any outstanding balance because all my payments are set to auto pay full balance and, therefore, fraudulent transactions were also paid in full automatically. XXXX was very lost. 

For XXXX minutes we were back and forth regarding the case. He kept saying unreasonable thighs like it was already refunded to me but could not prove, he was totally lost and none of what he was saying made any sense. He said that he will call me back after he shows my case to his manager. I felt defeated, however, had no choice and agreed to wait for his call back. 

On XX/XX/2021 XXXX called me back and said that he checked everything. He agreed that I was right - I have never received a refund. He said that he had to reject my appeal and close the case. That ran me over like a bus. I was shocked and speechless. I asked him what he was talking about, he was very rude at that time. 
I asked what about the facts : Both airlines agreed and refunded You finally got a statement from XXXX that my card and information were used by some group in TX. And you agreed for the record. 
I was away all that time. And that both XXXX and Chase have all IP proves that it was not me. 

XXXX said that the fact that I had been paying the balance due means I agreed with all the charges. This time I stopped arguing with him. I felt discriminated against and abused as he was stating all that with a smile on his face. I said that I will be filing the claim to the Consumer Financial Protection Bureau. He paused and then said that he did not care. 

I tried to contact the Chase Headquarters for several weeks, but I was rejected and transferred to the same department over and over again. And on XX/XX/XXXX, Chase suddenly closed 2 Chase of my credit cards with no explanation. I tried to find out the reason but bank representatives did not provide a reasonable explanation. The letter theyve sent to inform of account closure, provided a very vague rationale. 

I will gladly provide my travel itinerary, my credit card activities and all my research notes, all the copies, my credit score reports upon your request. In addition, each of the calls with Chase Bank and XXXX was recorded. 

Me and my wife and I are devastated by unlawful behavior, negligence, falsification of approved facts by Chase Bank. 

Please protect us and our consumer rights of all illegal actions from the USAs biggest credit card issuer, the Chase Bank. I am seeking help from the Consumer Financial Protection Bureau, to solve the issue with Chase Bank. I am looking forward to an open investigation against Chase Bank, its Credit Card Department and employees, and subsequently find hundreds of similar cases of injustice that will help millions law-abiding hard working citizens and U.S consumers such us. 

Thank you XXXX XXXX

Company response to consumer: Closed with explanation