Consumer complaint received 2023-10-12
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit 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:
On XX/XX/23, I realized my XXXX had been stolen while I was out of town in XXXX, TX. My XXXX had my Chase Sapphire Credit Card linked to XXXX XXXX. The thieve ( XXXX ) who stole my XXXX were able to break into it and then create a new recovery key to lock me out of my XXXX ID ( I found this out later when I was able to regain access to my email ). They then charged approximately {$40000.00} over 32 separate transactions ( {$40000.00} to be exact ) to my Chase Credit Card at the XXXX XXXX XXXX store in XXXX in a matter of hours. This was even over the credit limit on the card ( {$32000.00} ). In the years that I have had this card I have never even came close to this limit. I called Chase that day to report that my phone had been stolen and to cancel the card. They initially labeled the charges as fraud and cancelled the card. Within a few weeks, Chase took the charges off of my account. Roughly a month and a half later, the Chase Fraud Department called requesting additional supporting documentation to support my fraud claim. That same day I sent over a copy of my XXXX Police Report as well as my Identity Theft Report. Three days later, without even calling me, they closed the case claiming they did not receive the documentation. They then charged the {$40000.00} back to my account. I immediately called Chase Fraud and they were able to find the documents and told me the case was re-opened. After a few days passed, I called Chase Fraud back and a supervisor told me they could not pull up the Police Report and also informed me that I need supporting documentation from XXXX ( proof of a receipt that I bought a new phone ) as well as documents from XXXX ( proof that I reported my phone was stolen and my XXXX XXXX  was compromised ). I sent them my XXXX receipt from the XXXX store in XXXX, TX showing that I purchased a new cell phone the same day that my phone was stolen ( XX/XX/23 ). I also sent them an email I received from XXXX on XX/XX/23 that included my Case number. A supervisor from Chase Fraud called me back telling me that there was still not enough documentation for them to reverse the charges. I have since sent them even more documentation including my Apple Case notes regarding my lost iPhone/Compromised Apple ID, an email from XXXX of my account notes ( stating that my phone number was suspended lost/stolen and added to the negative list on XX/XX/23 ), and emails exchanged with the XXXX PD Detective regarding the Credit Card Abuse reported XXXX Chase Fraud is saying there still is not enough supporting documentation provided to reverse the charges and has closed the case again. As a customer, I feel completely mistreated by the Chase Fraud Department. I have consistently given them the documentation they have asked for and even more to prove that these charges were not made by me.

Company response to consumer: Closed with monetary relief