Consumer complaint received 2020-09-27
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 travel extensively for work so in XX/XX/XXXX I signed up for Apple Pay with my Chase credit card so I would have a backup means to charge if I ever left my credit card at home. At that time, Chase did not use two factor authentication to verify that I signed up for XXXX XXXX. They simply sent me an email confirming I signed up for XXXX XXXX, and to contact them if I did not sign up. They did not require me to prove my identity before using XXXX XXXX as is now required by law. I learned this after my fraud occurred. I never used XXXX XXXX at any time to make any purchases. 
In XX/XX/XXXX, I noticed some suspicious charges on my account. I called Chase and they said there were numerous charges made with my XXXX XXXX. I told them I have never used my XXXX XXXX and asked why I can't see charges labeled as XXXX XXXX when I view my account online? Had I known there were XXXX XXXX charges, I would have reported them immediately.They said only Chase can see it on the back end, but the customer, myself, can not see it. Why is that?? 
The fraudulent charges were made at the same businesses that my husband and I frequent, so they did not stand out as unusual to me initially. Since I travel so much for work, I assumed my husband made the charges with his credit card while I was away. He does not have XXXX XXXX. Again, had these charges been identified as XXXX XXXX   charges when I was viewing them online, and also showing XXXX XXXX   when we receive our monthly paper statements, I would have alerted Chase immediately. Why does Chase hide XXXX XXXX as the form of payment from the customer?? 
As additional proof that I did not make the XXXX XXXX charges, I provided Chase all of my cell phone records showing I was traveling for work in different states and in different countries when the charges to my XXXX XXXX occurred in XXXX, CA, thereby proving my XXXX XXXX was hacked and the charges were fraudulent as XXXX XXXX   charges are made through a cell phone and there is no way I can possibly be in two places at one time. 
I asked Chase to also provide the time stamp of every XXXX XXXX   charge, and the device number of the cell phone that was used for the XXXX XXXX charges, as there is no possible way the charges were made by me with my cell phone as my cell phone was with me in different states and different countries per my phone record, at the time the fraudulent charges occurred in XXXX, CA. 
Chase still to this date, XX/XX/XXXX, has refused to provide the cell phone device number to prove it was my cell phone used, and they have refused to provide a time stamp of every fraudulent claim I am disputing. They have refused to remove the fraudulent charges in the amount of {$1300.00}. My husband and I are loyal long term Chase customers with a perfect payment history so they are well aware that we are an honest responsible customer. I have continued calling XXXX, in the Executive office, who sent me a letter denying my fraud claim, and have left multiple messages asking her to call back, yet I have not received a single call back from her. 
I am continuing to dispute these illegal, fraudulent charges, in the amount of {$1300.00}, that Chase allowed by failing to protect our account with the security measures necessary when signing up for XXXX XXXX. Chase has refused to take responsibility for the financial harm and hardship this fraud has caused to me and my husband.

Company response to consumer: Closed with explanation