Consumer complaint received 2017-07-20
Company: JPMORGAN CHASE & CO.
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
My mother is almost XXXX years old and in a XXXX XXXX. She is XXXX and due to XXXX XXXX of her XXXX is in a XXXX. A former caregiver is being investigated for physical abuse and neglect as well as theft of her car, money and personal property. She also had possession of my mother 's car. We discovered approximately {$42000.00} in debt had been taken out in my mother 's name. I am her only living daughter and have durable power of attorney. I first began trying to resolve the claim that Chase Credit Department had on XX/XX/XXXX. I went in person with my mother to a Chase bank branch. The branch manager requested Chase bank statements and credit card statements from their corporate office for me to review. I received the bank statements. I never received the credit card statements. It was the opinion of the Adult Protective Services Investigator, the Chase bank manager and myself that the Chase credit card was fraudulently obtained and that the charges were not my mother 's. My mother received a credit card statement on XX/XX/XXXX showing current charges and a past balance. I contacted Chase credit card division and was told I needed to again send them a copy of the Durable Power of Attorney. ( I had previously given one to the bank ) On XX/XX/XXXX, I was contacted by ( NAME OMITTED ) at Chase who told me that this would all be considered identity theft. There would be no further action taken against my mother. My mother received statements showing write-offs. I assumed that everything had been written off. I never received a final accounting or any detail on the charges other than the list that had been written off. On XX/XX/XXXX a year later, I received a letter from ( NAME OMITTED ), a debt collection company who said they were attempting to collect the debt. I responded with the details of my previous conversations with Chase and copies of the previous correspondence regarding the write-offs. My mother received a letter from Chase dated XX/XX/XXXXsaying that I was not authorized to talk on her behalf and that she would have to communicate directly with them. This is not possible and I have a valid Durable Power of Attorney. I again sent the Power of Attorney and again requested detailed information on what comprised the debt. I received a letter dated XX/XX/XXXX that stated that NAME OMITTED at Chase needed to talk to my mother regarding the fraud claim. I left 6 messages for her and she did not call me back. On XX/XX/XXXX, I called the general Chase credit card line and at XXXX XXXX PDT I spoke to NAME OMITTE. She is in Collections. She said there was a hold on the account and so there was no way to give me the detail for the charge. She did confirm that I was shown as POA for my mother. She transferred me to NAME OMITTED in Fraud. He said that the charges had not been removed as I was told in XXXX and instead the debt was sold XX/XX/XXXX. He confirmed that I was listed as POA but he could not give me any detail and that I had to talk to the person who I had left messages for ( above ). He also said that the notes showed that the person said she had called me back multiple times and I had not returned the call. This is not true. The number I gave her was my cell phone number and there are no records of messages left for me from her or from Chase. He said she probably called a wrong number. He said a letter had been sent to my mother saying the investigation was now closed. They would get a judgment against my mother and then a lien and take her money. He said they would likely use the wrong contact information to notify us of the judgment and lien so we would n't know about it until the money was taken out of her accounts. Additionally, Chase has now opened another new credit card in my mother 's name. She not authorized this card. I have not authorized this card. My mother does not have this or any other credit card in her possession. She is very frail and in a XXXX XXXX. Chase has not and will not provide any more information as to the address used for the new card, what charges have been made or the wrong phone number they have on file that they are using for my mother.

Company response to consumer: Closed with explanation