Consumer complaint received 2021-11-17
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My wife and I have a Chase XXXX XXXX credit card. We noticed in XX/XX/XXXX that a high number of XXXX transactions appeared on our credit card statement that we did not see in our XXXX account. After reconciling between our XXXX account and Chase statements, we realized that the fraudulent charges started in XX/XX/XXXX and ended at the beginning of XX/XX/XXXX. The fraudulent transactions totaled about {$3300.00}, representing many small transactions that appeared in low volume initially and then increased significantly from XXXX through XX/XX/XXXX. 

We called Chase and XXXX on XX/XX/XXXX as soon as we identified the fraudulent transactions. XXXX indicated that the order IDs I provided from the Chase statement were from an XXXX account using a XXXX email address, which we do not have. 

Chase investigated the charges and concluded in a letter dated XX/XX/XXXX that a portion were not mine ( {$1100.00} ) but the remainder I had " received benefit from. '' I called Chase about this on XX/XX/XXXX asking for the basis of those conclusions, as all of the charges I reported are fraudulent. The agent responded that this was a generic message included on the letters and she would re-open the investigation. She recommended that I send screen shots of my XXXX account purchases, which I did on that same day. The agent also asked that I have XXXX send a letter stating the the charges made to my account were not mine. I called XXXX and the agent promised this within 74 hours, but I never received anything. [ I followed up again with XXXX on XX/XX/XXXX with the same request and received a generic email that I forward to Chase. I also asked XXXX to provide more specifics on the transactions to Chase can investigate the issue appropriately. ] Subsequently, I received a letter dated XX/XX/XXXX indicating that Chase closed the case and that I was responsible for the remaining charges. 

Some of the transactions that Chase claims I received benefit from have been identified by XXXX as purchased under a different user name with a XXXX account. 

I do not believe that Chase conducted a through investigation. 

Moreover, I have asked XXXX three times ( on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) to provide me with information on transactions that were charged to my Chase XXXX account by this other XXXX user. XXXX has yet to provide this information, although it has said on three occasions that my request has been " referred to a specialist. '' XXXX and Chase are not working in good faith to resolve these fraudulent transactions on my account. I am now liable for about {$2100.00} because they had poor controls in place to identify fraudulent accounts and transactions not authorized by me. Moreover, Chase and XXXX are not working to share information to confirm that the charges I reported as fraudulent are indeed not my charges, even though they have a partnership with the Chase XXXX card. I hope CFPB can address this issue.

Company response to consumer: Closed with explanation