Consumer complaint received 2020-05-15
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:
XX/XX/2020 - My three credit cards were stolen from my locker at the XXXX XXXX in XXXX, New York. The thief jimmied the lock on my locker, took only my three credit cards from my wallet, and relocked the lock. After working out, I returned to the locker room, unlocked my locker and took a shower. I relocked my locker before I went to the shower room. I then left the XXXX and went out to my car in the parking lot. In the car, I noticed on my phone that I had received email alerts from Chase indicating that charges had been made on my two Chase Visa credit cards while I was in the XXXX. One alert indicated a charge of {$2800.00} on my Chase XXXX card at a XXXX XXXX store. The other alert was for a charge of {$2000.00} on my Chase Southwest card also at the XXXX XXXX store. There were also charges on my third card, a XXXX XXXX XXXX XXXX XXXX ( XXXX ) Mastercard card. 

The subject of this complaint relates at this time only to the {$2800.00} charge on my Chase XXXX card. 

After reading the email alerts I took out my wallet to retrieve my Chase cards to ascertain the phone number on the back of the card that I needed to call as referred to in the email alerts. It was then that I noticed my three credit cards were missing from my wallet. I googled Chase on my XXXX and ascertained the correct phone number for Chase which I called. I informed Chase my two cards had been stolen and that a fraudulent charge had been made on each card. The representative cancelled my cards and stated that new cards would be issued to me, which I subsequently received in the mail. After notifying Chase by phone, I went to the Town of XXXX XXXX. to report the crime ( handwritten incident report and computer generated copy of report attached ). I also returned to the XXXX to report the crime as well as going to the local XXXX  office to report the fraudulent charges on my XXXX  Mastercard card. 

I received a letter dated XX/XX/2020 from the Chase Fraud Department XXXX copy attached XXXX stating that they were reviewing the " unauthorized use '' of my XXXX card. 

On XX/XX/2020 I received a letter dated XX/XX/2020 from XXXX of the Chase Fraud Department ( copy attached ) stating that I was " responsible for the following transaction '', the {$2800.00} charge because " You received benefit from this transaction ''. I was flabbergasted! I called the number on the letter and received a voice recording stating that the Fraud Department was not accepting phone calls at this time due to the Covid-19 situation. The recording stated that I could send information relative to my case to a XXXX email address. I composed a brief email XXXX copy attached ) and sent it to XXXX with a copy of the original hand written police incident report from XX/XX/2020. 

On XX/XX/2020 I sent another email ( copy attached ) to the XXXX email and attached the computer generated copy of the police report that I obtained from the investigating Detective at the Town of XXXX XXXX. 

The {$2800.00} charge appeared for THE FIRST TIME on my XX/XX/2020 Chase XXXX credit card statement. As required by Chase I submitted a written letter XXXX copy attached XXXX to Chase via the US postal service certified mail with a return receipt requested. A written protest is required as specified on the Chase statement, i.e., " You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. '' Included with my letter were copies of the police report, which I would like to emphasize states that photos of the suspect and the suspect vehicle were obtained from the XXXX Operations Director and were made part of the case file. ( I received the Return Receipt on XX/XX/2020 indicating that my correspondence was received by Chase on XX/XX/XXXX. 

I received a letter XXXX copy attached ) from XXXX at the Chase Fraud Department dated XX/XX/2020 stating that they had reviewed my fraud claim again and confirmed that the transaction was VALID!! and that I am responsible for the charge! I attempted to call XXXX a couple of times over the next couple of days and only received a voice recording similar to those mentioned previously. 

On XX/XX/2020 I decided to send another email ( copy attached XXXX to XXXX at the XXXX email address expressing my frustration. I demanded a phone call from Chase to discuss their decision but as of today I have not heard from anyone. The only thing I received back was an automated response to my email submission XXXX copy attached ). 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I plan on making an on-time payment against my credit card balance but will not be including the {$2800.00} amount in the payment. 

I only want Chase to recognize the transaction for what it was, FRAUDULENT and per their terms of service I am not responsible for FRAUDULENT transactions. I want the charge to be removed from my account along with any interest accrued from not paying the {$2800.00}. 

Although I have not received any correspondence from Chase XXXX other than a letter dated XX/XX/2020 similar to the one described above ) regarding the fraudulent charge from XX/XX/2020 on my Chase Southwest Visa card for {$2000.00}, I also am requesting that Chase recognize that this was also a FRAUDULENT transaction resulting from the same larceny committed against me at the XXXX XXXX and, as documented above, was reported as such by me to Chase on XX/XX/2020.

Company response to consumer: Closed with monetary relief