Consumer complaint received 2021-12-15
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:
On XX/XX/XXXX, I noticed a charge on my XXXX visa card from Chase for {$1800.00} and the purchases we made on XX/XX/XXXX at a XXXX Warehouse XXXX I contacted Chase immediately and spoke to XXXX, who assisted me with opening a fraud claim and replacing my XXXX XXXX card. Chase issued a provisional credit for {$1800.00} while my claim was investigated. 
During my call with XXXX, he asked whether I had lost any other credit cards, at which time I took a moment to see whether any additional cards or my drivers ' license were missing. After a quick review of my cards, I confirmed that in addition to my visa card, I was also missing my XXXX membership card and XXXX gift cards, which were all in a small green purse in my fanny pack. XXXX asked whether someone else in my home used the card without my knowledge or if I had any idea where I lost the items, to which I said no, it isn't possible as it's just myself and my husband in the home. I also mentioned that the only possible explanation was that I had dropped the purse with the items on XX/XX/XXXX, when I tripped and fell during my morning walk. It was the only time I left the house on XX/XX/XXXX. I asked XXXX whether I needed to do anything to aid the investigation. He said no further action was necessary and that I would receive my replacement credit card within XXXX business days. 
After wrapping up my call with XXXX, I reviewed the charges on my credit card accounts again and noticed a credit for {$100.00} at XXXX on the same XXXX card on XX/XX/XXXX. I called Chase a second time to inquire about the issue and spoke with XXXX ; I told XXXX about the fraudulent charge that I was disputing and the discovery of the credit, and his XXXX response was that Chase doesn't investigate credits. I don't know what triggered the credit because I didn't investigate an further. 

On XX/XX/XXXX, I received a letter from Chase indicating that the investigation was closed and I was responsible for the transaction as I " received benefits from the transaction. '' On XX/XX/XXXX, I contacted Chase on XXXX separate occasions when Chase reposted the provisional credit to my account. During the first call, I spoke with XXXX ; when I inquired about why the investigation was closed, XXXX said that the claim looked suspicious because I took too long to alert Chase of the fraudulent charge. I explained that I didn't know about the fraud until I had logged into my account to make my monthly payment on XX/XX/XXXX, and I immediately alerted Chase of the charge. XXXX also mentioned that Chase would reopen the investigation and that it'd be helpful for me to provide new information to aid the said investigation. XXXX also asked whether I went to the ER after the fall on the morning of XX/XX/XXXX. Or whether I have another credit card that I may have used at another vendor at approximately the exact date and time as the XXXX purchase as it would prove that I couldn't be in two places at the same time. 

On the second call, I spoke with XXXX. Like XXXX, XXXX also asked whether I had anything to prove that I wasn't the person that made the fraudulent purchase because the buyer presented the card at the time of the purchase. When I asked for clarification, she said the person had my credit card in their possession because it was inserted at the register. I said, of course, the person had the card because the card was lost. XXXX, then proceeded to ask whether XXXX was aware of the lost card and the issue regarding the fraud ; I told her that I did report the matter at the membership desk when I returned to the warehouse on XX/XX/XXXX. She said I should ask XXXX for footage of the transaction, and file a police report to bolster my case with the investigators and asked me to email a copy of the new card. I emailed a picture as instructed to Chase XXXX XXXX. I shouldn't have in hindsight because the membership number on the " new card '' was the same as the card lost on XX/XX/XXXX. Unfortunately, I had no idea it was standard procedure by XXXX to change the membership number when a customer 's membership was compromised until speaking with XXXX at the XXXX XXXX on XX/XX/XXXX and later reinforced by XXXX XXXX on XX/XX/XXXX and the copy of the card provided to XXXX was the same as the card that was lost. 

In the essence of time, I'd like to point out that I've contacted Chase multiple times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, and XX/XX/XXXX ) regarding the fraud investigation. I was asked for and provided various items substantiating my fraud claim. On XX/XX/XXXX, XXXX, the Chase customer representative I spoke with, said that based on the notes in her system, if I can get a letter from XXXX acknowledging that my membership card was compromised on XX/XX/XXXX, I'd have a better outcome. Unfortunately, the Assistant General XXXX ( XXXX XXXX ) at XXXX in XXXX couldn't provide such a letter but said I should give her name and number to Chase. She'd be more than happy to speak with the XXXX. At this juncture, XXXX XXXX was concerned that I wasn't the person on video making the purchase, especially when she mentioned that the XXXX membership card and the photo on my credit card were used for identification purposes. XXXX cited privacy issues when I asked whether it was possible for me to see the footage of the transaction. 
To be clear, I don't have a credit card with a picture. Chase is also aware that my XXXX credit visa card doesn't have a picture. 

I feel that Chase had no interest in conducting a thorough investigation. The investigators were more interested in requesting documentation that was difficult to provide. The XXXX warehouse sales auditor where the fraud occurred ( XXXX, XXXX XXXX ) said she didn't receive any request from Chase for additional information related to my claim, which is very concerning. 

On numerous occasions, I mentioned to the Chase customer representatives that I've never used my XXXX visa card at XXXX and that it would be easy to verify but to no avail. I've used my Chase Visa card and XXXX XXXX XXXX card but never my XXXX XXXX card. I also pointed out that the XXXX location in XXXX, where the fraudulent purchases were made, isn't a location that I frequent because it's further from my home. 

Finally, the last letter dated XX/XX/XXXX from Chase indicated that my claim that a fraudulent application was used to open my credit card account was closed. The investigation found that the account was valid and not based on a fraudulent application. There is a disconnect within the Chase investigations department as I never made a fraud claim regarding the legitimacy of my account.

Company response to consumer: Closed with explanation