Consumer complaint received 2022-05-16
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:
On XX/XX/2022, my wallet was pick-pocketed while I was having brunch in XXXX XXXXXXXX XXXX XXXXXXXX XXXX. I was not aware of the incident until I started getting phone messages saying multiple of my credit cards were attempted or posted for large charges. Immediately after finding that, I called Chase and XXXX XXXX ( XXXX ), which are the two credit card companies that were attempted according to my phone messages to suspend my XXXX credit cards- XXXX Chase, and XXXX XXXX. Immediately after that, I suspended my bank debit card and my XXXX XXXX  card in their corresponding phone apps. 

After those actions, I found that both my chase credit cards declined both transactions the criminal attempted to make - the first one at a local XXXX XXXX store and the second one at a local XXXX XXXX - phone text messages and emails from Chase are attached as evidence. Instead, both charges were eventually posted on my XXXX credit card, after 2-3 days. I acknowledged XXXX that both transactions were fraud, and they got immediately suspended and eventually refunded by XXXX. A redacted XXXX statement is attached as an evidence. 

I have made several efforts on collecting evidence and proofs. On the same day of the incident I called 911, but due to lack of police staffing in XXXXXXXX XXXX, I was told that it is not an emergency, so I should file a police report on ( 1 ) the thief incident, and ( 2 ) the credit card abuse incident. I did both on the same day, and both reports were approved by the XXXX Police Department after a couple of weeks. Both reports are attached as evidence. I have also tried to visit the XXXX PD to make a psychical report, but found that they are not open at all - possibly due to COVID and short of staffing. So I am not able to see a police officer at all. I have also visited the XXXX XXXX store and the XXXX XXXX those charges were made from. XXXX XXXX refused to provide any information or XXXX footages to me, claiming that they can only provide them to a police officer, but they assured me that they do have everything. XXXX XXXX employees were able to show me the XXXX footages, the transaction receipt, and pictures their surveillance camera took of the criminals who made the purchase in store, but they also told me that I can not get those documents - it has to be a police officer. But they also assured me that they will keep them and cooperate actively on any investigation. 

On XX/XX/XXXX, after one month of the incident, the XXXX XXXX charge was reposted to one of my new, replaced Chase credit card, with no reasons. It is the starting point of the numerous phone call communications I have with Chase on identifying the charge being fraud. My first call with Chase on reporting the fraud charge was on XX/XX/XXXX, first time I found the charge on my account- until today, after Chase claimed that an investigation is undergoing since then, the charge was never marked, flagged, or suspended in my account as a pending charge under investigation. The final due day of the bill is in two weeks, and Chase says the investigation can take up to 60 days - so it will incur interest if the case is not resolved by then. 

I have also communicated with Chase many times, including sending all the aforementioned evidence per Chases request to a Chase email account to prove that it is a fraud charge. Chase, however, insists it is not enough to prove my statement. They first asked me to email my replacement ID as an evidence, but I refused to email it, since I have just experienced a suspicious ID stolen incident, I can not trust emailing my government ID around. Instead, I insist that Chase provide me a claim ID, so I can use it to upload my ID in Chases phone app. Chase refused me twice via the phone, insisting that I have to email them my ID. I refused, and emailed them the police reports instead. 

Chase considered it not sufficient, asking me to provide XXXX footages as a proof. I clearly explained to them that I can not access them, and I am not capable of even finding a police officer in XXXX to access them twice on the phone. I also told them that if Chase needs proof, which means they themselves think I am lying, then they should put in effort on getting those XXXX footages instead of asking me to provide it. Unfortunately, Chase still insist so. I emailed them my redacted XXXX statement, the phone and email messages I got from Chase claiming the charge was declined, and Chase still considers it being not sufficient. Being fully cooperative and exchanged for Chases zero trust on their customer, I am filling a complaint seeking Chases immediate correction on taking care of this fraud investigation.

Company response to consumer: Closed with monetary relief