Consumer complaint received 2016-09-01
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
XX/XX/XXXX, XXXX of my Chase credit cards were used fraudulently to make purchases. I spent hours on the phone with the credit card company to sort out the matter. The different representatives I talked to gave me conflicting information as to how the credit card was stolen- one said someone called Chase pretending to be me, requested new credit cards to be mailed and then came to my house and stole it out of my mailbox. Another person said new cards were mailed to an alternative address. I have called Chase back a few times to find out details about the investigation but they refuse to tell me exactly what happened, which makes it difficult for me to protect myself from future theft. 
Chase cancelled the credit cards and mailed me new ones. Unfortunately, on one of the stolen credit card numbers, Chase made a huge mistake- on that card, there were XXXX charges that were fraudulent ( both on XXXX/XXXX/16, XXXX made at Target for {$32.00} and XXXX made at XXXX for {$11000.00} ) but instead of just marking those XXXX charges, Chase marked 4 months of purchases ( from XX/XX/XXXX to XX/XX/XXXX ) as fraudulent. Soon, I started getting contacted from different vendors I have made purchases from with that credit card stating Chase is disputing the charge and refusing to pay the money ( or want their money back ). I started getting emails from vendors asking for alternative payment methods from purchases made several months ago since Chase was disputing the purchases. This causes big problems and Amazon ( one of the Vendors I 've made purchases from with that card ) even froze and closed my account because of this. I called Chase many times to clarify the problem- that 's when I found out they had mistakenly marked 4 months of purchases as fraudulent ( when only XXXX purchases were fraudulent ). I spent countless hours on the phone with Chase, being transferred between different departments. Each time, I explained the situation, told Chase rep all the purchases on that credit card were made by me and not fraudulent ( except the XXXX that resulted in the closure of my account ) and each time, the representative from Chase told me they were going to correct the problem- that the vendors will be paid and this will go away. It 's been 2 months and the problem has not been resolved. I continue to get contacted by vendors stating Chase is disputing the purchases from XX/XX/XXXX to XX/XX/XXXX or have not paid them. There 's even a few refunds on items I have purchased ( and have already paid off on my monthly Chase statements ) where Chase will not refund me the money back because the purchases are being questioned by Chase as fraudulent. I have called Chase multiple times with no resolve to this issue. It is frustrating that nobody at Chase seems to acknowledge their mistake, the trouble it 's causing and attempt to correct it. I am left with vendors that want to be paid, refunded money Chase wo n't give me and questions about how my identity and credit cards were stolen in the first place.

Company response to consumer: Closed with explanation