Consumer complaint received 2019-07-27
Company: JPMORGAN CHASE & CO.
State: VA
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: Card was charged for something you did not purchase with the card

Complaint:
XX/XX/2019 Dear Chase Bank, I have been attempting to dispute an unauthorized charge to my Chase credit card since XX/XX/2019 and am writing to summarize my efforts in cooperating with this investigation and to provide supporting documentation to prove fraudulent activity on the card. I first reported an unauthorized transaction as soon as I saw it posted, which should have been on or around XX/XX/XXXX. This was for a charge of {$1200.00} from XXXX XXXX Downtown made on XX/XX/XXXX. I spoke to a Chase representative, at which time I deactivated the affected card and received a new one in the mail shortly after. The disputed charge was taken off my statement, and I believed that everything had been resolved. It should be noted that I disputed this charge within 1 day of it being charged to my card. 

On XX/XX/2019, I received a voice mail from XXXX from the Chase Fraud Department at ( XXXX ) XXXX, who stated that she wanted to confirm information related to the disputed charge. I have called back several times during her normal business hours but have not once been able to speak to her directly ( UPDATE : I did speak to her on XX/XX/2019 after I drafted this letter and before I mailed it out ). I then noticed on XX/XX/2019 that the disputed charge had reappeared on my statement without warning. I called the main Chase customer service number and spoke to several people on two different occasions after being disconnected or transferred to multiple people. I was initially told that there was no longer a dispute pending on that transaction and that I would need to open a new dispute. I was never told that my dispute had been closed nor was I given any justification for why it was closed. I was then told that someone from Chase had contacted the hotel, who stated that someone with my card number apparently checked in to the hotel and stayed there using my personal information. It was assumed that I stayed at this hotel and gained benefit from this transaction. For the record, I have not been to XXXX in at least a decade and have never stayed at this hotel. I gained no benefit from this transaction. 

Upon further questioning with Chase representatives and with the hotel 's accountant, I was told that whoever stole my credit card information had checked in via XXXX 's mobile check in option. This person had my address and phone number and supposedly provided an ID. If the hotel is unable to provide a valid copy of the identification used upon check in, I do not believe this counts as valid justification to prove that I was there in XXXX at this hotel. If they are able to provide a copy of the identification used, then you will quickly see that it does not match the identification that I have provided ( Attachment A ). Please also feel free check the signature used during this transaction and see if it matches mine. 

We should also apply a little common sense. If I called to deactivate the card one day after the charge was placed, why would I still go to XXXX and use a deactivated card? If I intended to go on vacation to XXXX, why would I deactivate the card that I used to make the reservation one day before my intended travel? And how did this charge still make it through if the hotel reservation occurred after I deactivated the card? Shouldnt the charge be processed after the completion of the hotel stay? Any charge transacted after I alerted Chase of the fraudulent purchase should be deemed invalid and reimbursed to my account. 

Please see supporting documentation below and let me know if there is anything else I can do to expedite this process. I would be happy to cooperate in any way possible and hope for the same from all parties.

Company response to consumer: Closed with explanation