Consumer complaint received 2021-11-12
Company: JPMORGAN CHASE & CO.
State: CA
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:
I received a second denial to my fraudulent claim after multiple calls and supporting documentation. Thus I submitted a Complaint to the Consumer Financial protection Bureau on XX/XX/XXXX ID # XXXX. I decided after 6 weeks of this process of calling, providing supporting documentation, filing a police report, and still my fraudulent claim was denied, I decided to move forward in closing my credit card, settle total amount due on card except for the fraudulent charges made in XXXX, which is tied to my frequent flyer miles for XXXX XXXX that I just opened 3 months ago. I was ready to contact each of the credit agencies to report that those unpaid balances are fraud. When I called Chase, I had asked what was documented on my last call on XXXX. To my disbelief, the police report case # was not documented. I had told them to take down the report # just in case you can not read the case # which is on the business card that I also emailed to Chase during the phone call. I was shocked to find out that not only was the report # not documented after I explicitly stated to document on their report, but also, the bottom of the business card was grayed out. Chase emailed me a letter one day after the call on XXXX stating my fraudulent claim was denied and they had researched : my fraud claim thoroughly. This is the third time supporting document that I provided was tampered with. My first email with supporting documents was not legible. I received a letter denying the fraudulent claim. I asked why, they said not sure, but you can not even read or see anything on the email. I asked, then how come no one contacted me? They said, someone should have. I said yes, someone should have because I received an email stating that if there are any questions, I will be contacted. If the supporting documents are not legible for some reason, I should have been contacted. So this phone call on XXXX I said I re-sent the email on XX/XX/XXXX because they said my original email on XX/XX/XXXX is not legible, is that provided in my case? XXXX, the Chase rep, said, well that was not legible either. Again I said then why was I not contacted? I proceeded to read my entire email to XXXX. My fraudulent claim was denied twice without proper review of supporting documents and with proper documentation of phone conversations. I explicated indicated on XXXX to take down my police report case #, and also please report that it may take the police department to formally release the report for a few weeks. None of that was documented after I had told Chase please take this down. Instead my claim was denied immediately, one day after I filed the police report. This is very suspect because basic protocol was not adhered to throughout my case. They said they will re-open my case. There is no reason why myself, or my kids would go to the University of XXXX in XXXX. We live in California. My daughter is going to XXXX XXXX XXXX and my son is still in high school. I am XXXX years old and if I am required to advance my skill or education, my XXXX will pay for the training, course, books etc. This was stated in my first email, and also the 2nd email, that apparently was not legible, and no one contacted me. I had provided my schedule on the 2 days XX/XX/XXXX and XX/XX/XXXX, the dates of the charges in my email as well, which apparently is not legible. Instead of being contacted, my claim was denied twice. The second notification. Stated my claim was thoroughly researched and my case will be closed.

Company response to consumer: Closed with monetary relief