Consumer complaint received 2020-06-26
Company: JPMORGAN CHASE & CO.
State: TX
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:
I recently had fraud on my Chase United Explorer Card ( XXXX ).  Below are the dates of events that unfolded that led to me writing this complaint. 

XX/XX/2020 I went to XXXX XXXX XXXX for a scheduled appointment. All transactions after this were unauthorized, not authorized by me nor did I receive any benefit. In addition, I have never previously authorized anyone to use my card. 

XX/XX/2020 I went to a bar in XXXX, Texas ( I believe it was named XXXX XXXX ). This was my first and only time at this location as I was in town visiting friends ). I ordered 1 item for a group of friends, paid at the bar, and immediately received a card back. I did not look at the card, as I saw it was a Chase United Card, and placed the card in my wallet. Based on it being a Chase United card I assumed it was my card they handed back to me. 

XX/XX/2020 On or around this date, I noticed a number of unauthorized transactions on my account. I contacted Chase to report fraudulent activity on my card ( I am not sure if it was the dispute department or fraud department ). They asked me if I had my card. I informed the representative I did have my card, that it was sitting in my truck. I do not use this card too often, so I did not have it on my person. I disputed some of the transactions, but do not recall which ones on which date. 

XX/XX/2020 The day after I filed my first dispute, I was looking at my account again, as the cycle date had ended and noticed additional transactions on my card that were unauthorized. I did not see these transactions originally as I was reviewing transaction details for the Chase representative for the dispute. I went to my truck, grabbed the Chase United Explorer card, looked at it, and saw it has another persons name on it ; XXXX XXXX ( XXXX ). I was shocked and it took me a minute to figure out the last time I had used my card, and it was at XXXX XXXX. I immediately contacted Chase again ( not sure if it was Dispute Department or Fraud Department ). I filed a dispute on the remaining unauthorized transactions. I also informed the representative at this time that I did NOT have my card, and that my card appears to have been switched at the XXXX XXXX bar the last time I had used it. I informed them that the previous day I had filed additional disputes in which I thought I had my card and requested that the information on that dispute be updated to correctly reflect that I did not in fact have my card on my possession. 

XX/XX/2020 XXXX XXXX  XXXX Food & drink {$23.00} XX/XX/2020 XXXX  XXXX Food & drink {$8.00} XX/XX/2020 XXXX XXXX XXXX Food & drink {$30.00} XX/XX/2020 XXXX XXXX XXXX Food & drink {$15.00} XX/XX/2020 XXXX XXXX XXXX XXXX Food & drink {$39.00} XX/XX/2020 XXXX XXXX   XXXX XXXX XXXX Personal {$18.00} XX/XX/2020 XXXX XXXXXXXX Food & drink {$13.00} XX/XX/2020 XXXX # XXXX Groceries {$120.00} XX/XX/2020 XXXX XXXX # XXXX Food & drink {$14.00} XX/XX/2020 XXXX XXXX  XXXX Gas {$28.00} XX/XX/2020 XXXX XXXX XXXX XXXX Food & drink {$18.00} The agent on the phone told me to not worry, they would file the dispute and get the issue corrected. Within a few days the funds were credited back to my account. I was happy about this as I have had my Chase United Card for 10+ years. I thought this was the end of it. I did receive a new card in the mail ending in XXXX. 

XX/XX/2020 On this day, I logged in to review my account. I noticed I had a balance on my Chase United Card, which I had not used since I filed the disputes. I was shocked to see a balance of {$330.00}. I immediately called Chase again. After being transferred multiple times, and phone being disconnected multiple times ; I was informed they could not do anything over the phone and that I would have to send an email with my information to XXXX with the updated information. I asked for a phone number to call the Fraud Department, but Customer Service said there was not a phone number to call. I was informed that due to COVID-19, the Fraud Department was no longer taking calls, and the only way to communicate with them was via e-mail. I was disappointed and frustrated that the only way for me to get information was to send my card number over email, rather than being able to do something online via Secure message or Chase.com. 

I sent an email on XX/XX/2020 as well as a Secure message with the same information. The email I received back from Chase was an automated email ; stating It may take us up to 90 days to review a fraud claim from the day of the charge or when you reported it. If you have questions or do not have access to internet or email, please call the number on the back of your card. You should expect a very long wait. I was appalled that I would have to wait 90 days for a response about transactions that were not authorized by myself. The email also told me to call Chase if I have questions, but Customer Care was informing me to email. I was stuck in a conundrum. 

I was extremely upset at this point and felt that with the information I provided, and the disputes filed would be resolved. Since it felt like I was getting the runaround and my valid claim being disregarded, I forwarded the same email to the XXXX and filed a XXXX complaint on XX/XX/2020 as well. 

XX/XX/2020 I received a call back from Chase ( XXXX from the Executive Office XXXX, extension XXXX ). I called back XXXX multiple times and left several messages for him. After a week of not receiving any response calls, I sent an additional notification on Chase.com via secure message with his contact information, asking for him to call me back. 

XX/XX/2020 Around XXXX XXXX CST, I received a call from XXXX  regarding my XXXX  Complaint. XXXX  informed me that my case was declined because I had stated in my first dispute that I still had the card ( at the time of my first dispute, I thought I had my card ). I asked him if there were notes on my second case filed less than 24 hours later, if it was notated that I no longer had my card. He informed me that it indeed did say this, but because in my first dispute I stated I had my card, Chase went with that information and still declined my case. He said I could re-dispute the case but would need to contact the dispute department. I asked him to stay on the line, as I knew the dispute department would not be handling my case, the Fraud department would. I asked if we could speak to a member of management from the fraud department. After him calling a few different departments, we finally got ahold of someone from the Fraud Department ( not a member of management ). She informed me of the same information that it was declined due to me stating in my first case I had my card. I asked to re-dispute it, and she stated I would need to send an email again to get it re-disputed. I did that while on the phone with them and received the same generic response of waiting 90 days. I asked the Fraud Representative if there was a way to get a rush on it, as I have been with Chase for 10+ years. She said there was not a way, but what I could do was call in each day until someone did look at it. Again, she stated I should call in every single day until someone looks at my case, rather than Chase taking it upon themselves to look at my case. 

By the end of the call the Fraud representative disputed the transactions again for myself but had to close out the new card that I had just received and is in the process of sending me a new one. As of XX/XX/2020 I have not received the new card. The most frustrating part of this entire experience is once I realized the bar had switched my card with another chase members card, I immediately contacted Chase to inform them of the situation. I attempted to provide them with the cardholder information of the card I had ; however, they refused to accept it. If I were the other customer I would want to know if somebody else had access to my credit card. It is likely the other person did not realize they had my card with my name on it. I hope they contacted the other customer and closed my original card. 


I also informed Chase that I have multiple accounts with them. They can see that on this Chase United card, I rarely do transactions. Most of my transactions are done on my Chase Sapphire Reserve card. On the same dates that the transactions above posted, I had the following other transactions post on my Chase Sapphire Reserve ( XXXX ) : XX/XX/2020 XXXX Stadium Concession {$50.00} XX/XX/2020 XXXX Fuel {$33.00} XX/XX/2020 XXXX XXXX {$32.00} XX/XX/2020 XXXX {$59.00} XX/XX/2020 XXXX {$23.00} XX/XX/2020 XXXX {$7.00} XX/XX/2020 XXXX {$41.00} XX/XX/2020 XXXX {$120.00} Chase can also review all my Chase accounts that I have had for years, I do not go to XXXX, or XXXX XXXX, XXXX XXXX. I do not even know what XXXX XXXX XXXX XXXX is, and I have never been to XXXX XXXX. These transactions were not authorized by me. 

I would also like to mention that at no time did I ever receive any paperwork in the mail in regards to my dispute. I did not receive anything stating the transactions had been disputed, or any paperwork stating my claim was approved or declined. I have looked through all my mail, as well as on Chase.com for anything in regards my case, and I have been unsuccessful in locating any of these documents. 

I am requesting that the funds be put back into my account and my fraud claim be approved, as none of these transactions were authorized by me. It is extremely frustrating that I have spent hours of my time, stress and frustration trying to resolve what should have been a simple and easy process to your customer. In my opinion, with the updated information I provided all claims would have been approved. The customer service through this whole experience has been terrible. It is disappointing and the issue is still unresolved. 

I can be reached immediately if any additional information is needed.

Company response to consumer: Closed with monetary relief