Consumer complaint received 2021-01-27
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
XX/XX/XXXX my credit card number was used in another state for 10 days and fraud charges were made in up to {$22000.00}. I never received notification via text, email, phone call, nor was a hold put on my card. The fraud amount exceeded my credit limit and a hold was never in place. Upon receiving my bill in the amount of over {$26000.00} I called CHASE. They removed the charges and stated that they would send me a new card within 5 days. On day 6 I called CHASE to track the new credit card explaining I have auto payments linked to the card that I cant update and getting denied payments. They advised me I should receive the card by the following day and that they werent sure why I wasnt offered a card to be over nighted. I didnt receive the new card for over 10 days. I called to activate the new card. I followed the directions from the credit company to put a hold on social security # as the fraud purchases included identity theft. I spent those 10 days calling to rectify the effects of the delay in the credit card. Ive had my new card a week only to be denied today XX/XX/XXXX for a {$180.00} XXXX groceries purchase. I spoke with customer service who told me I needed to speak with the security department. The security department said they had no idea of the hold or why & told me to use the card. I asked them to remain on the line and attempted the charge twice which didnt work. I was returned to customer service who then transferred me to the executive department who also didnt see why I had a hold. They referred me back to customer service who said they were blocked from looking at my account because of security so I told them I already dealt with them & they didnt see a need for a hold. I finally spoke with a supervisor who explained to me I had a 48hr hold because of a late payment. He confirmed that in 20yrs of being their customer I had no problems paying monthly and in fact I regularly pay twice a month well over the monthly payment. I told him I did make a payment, I have the bank confirmed # and the money has been taken from my checking account. He again stated he was not lifting the 48hr hold. I asked him if he could lift the hold so I could just purchase groceries. That the first time I had fraud purchases in XX/XX/XXXX the credit company allowed me to continue using my credit card until I got the new card over nighted because I needed it since I was getting married that weekend. The second time there was a fraud charge XX/XX/XXXX on vacation in Nevada, I was declined at the hotel spa and they allowed me to continue using my credit card since we were away for the dates we would be away. That I didnt understand why he wouldnt lift the hold for this 1 grocery purchase. A purchase that doesnt come close to exceeding my credit limit when the company allowed an unauthorized user to make purchases well beyond my credit limit with no notification to me. That because of the ripple effects from my identity stolen because they didnt stop the fraud, Im STILL dealing with the effects from their company failing to protect me. The supervisor stated there was no one else above him, on a recorded call and hung on me.

Company response to consumer: Closed with explanation