Consumer complaint received 2021-03-16
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:
To : XXXX Chase Bank Fraud Department XXXX XXXX XXXX XXXX, DE XXXX Consumer Financial Protection Bureau PO Box 2900 Clinton, IA 52733-2900 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX To whom it may concern, I need assistance with this clear case of lost and stolen credit card resulting in over 10k of fraudulent spending. I Have reached out to Chase fraud representatives multiple times both in writing and on the phone without resolution. I reported this case within 60 days of first fraudulent spending and have submitted all paperwork online and verbally more than once. Below is a timeline of events. With the exception of XXXX XXXX, Chase representatives have been unsupportive. I am extremely frustrated and disappointed with the way Chase has handled this event. Can you help me resolve this case? 

Attached is an ID theft affidavit which has been submitted. I have also attached my California drivers license and the original credit card statement highlighting the fraudulent charges. 

Brief Timeline-more info available upon request. 

XXXX was reviewing Chase credit card bill due and paid XXXX. It was double my normal bill. Reviewed statement on app and immediately called Chase with obvious fraud. 10 k of a very different spending pattern : XXXX, XXXX excessive gas station runs etc, mostly in an area I never visit, XXXX XXXX XXXX, CA. The rep quickly went through the bill with me and submitted for reimbursement. He did not ask for anything in writing. Next cycle money had been returned and I thought the case was closed. 

XXXX, XXXX called Chase to confirm all okay XXXX and XXXX I saw that I was rebilled the entire XXXX and called Chase to inquire. Talked to another fraud rep and he took notes again on fraud claims and said he would get back to me. 

No one got back to me via phone, email or mail. They said it would take awhile so I waited. 

XX/XX/XXXX-called fraud dept again to inquire about status XXXX. Talked to XXXX XXXX at Chase fraud who was helpful and asked me to send the actual bill, circle what was mine and what was not. I emailed this to XXXX XXXX. She said she would get right back to me. Her email said she was out of town but the automessage was dated XXXX. I followed up with XXXX via email ( attached copy ) on XX/XX/XXXX and XXXX with no response. 

XXXX I followed up with another phone call and found out XXXX was no longer with the company. I was referred to XXXX XXXX. She requested I re-email the bill I had sent to XXXX and I sent this to XXXX with no reply. She had told me she would get back to me in a couple of days. 

XXXX-first letter from Chase denying fraud-transaction valid Now I am getting very concerned. I spoke to 2 attorney friends. They recommended I walk into Chase live and talk to a real person. I was out of town for the holidays. 

XXXX I spoke with XXXX XXXX live at Chase bank in XXXX XXXX , CA and pleaded my case. She felt I had a legitimate case and said she would help me.She made some phone calls and said she would get back to me. She followed up the next week to let me know case was being looked at. 

XXXX second letter of denial from Chase. Called Chase, this seemed crazy. Clear fraudulent spending, dozens to places I had never been. I was asked to resubmit paperwork which O did on XXXX to XXXX XXXX. I am a XXXX at a large group, we have attorneys to help so I booked an appt. with a theft identity specialist. They suggested ID theft affidavit, first time I am hearing a form may be required. I have filled this out and attached it here. 

This letter and all attached documents have also been sent via certified mail to Chase bank at the above address. 

Please help me with this clear case of lost and stolen credit card resulting in over 10k of fraudulent spending.

Company response to consumer: Closed with explanation