Consumer complaint received 2020-05-18
Company: JPMORGAN CHASE & CO.
State: IL
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:
I previously opened a case with the CFPB Case NBR XXXX and i am still needing assistance as I did not make any of the charges Chase is billing me for. In prior case Chase said the fraud charges were valid due to the following reasons : 1. Because of my spending patterns. 
2. your logging on to chase.com, where you could see the transactions. 
3. Phone call we received from you in XX/XX/XXXX regarding the balance. 
4. There was also the delay in reporting the charges as fraud. 

I want to address all of this. I called Chase Executive Office 10 times during this review and left messages for XXXX to call me back. He never did. I left a message for his supervisor to call me back and that never happened. He only called to tell me he received the case and when he closed the case. If he would of returned my calls I could of answered all the questions, but it seemed he went out of his way not to return one of the 10 messages I left him at XXXX extension XXXX. 

1. XXXX said Rebill as these fraud are in my spending pattern. I have had this account since XXXX and HAVE NEVER gone over my credit limit. These fraud charges took a XXXX  balance account and put me over my credit limit. That is not in my normal spending pattern!. There were 3 merchants that I had previously done business as fraud charges. All these charges were fraud, but Chase did not even look that there were also more than 20 other merchants on my bill that I have NEVER done business with that Chase said is in my spending pattern. 
2. Regarding longing into chase.com. My XXXX sons have account where I am a co signer on them. They have checking and savings accounts. They use my computer to log into my chase online acct to see their account information as I have my password saved on my computer. So XXXX  XXXX can log in anytime to see their accounts. Also I previously explained that my son in error made two purchases with XXXX that were made on this card in error. My son logged into chase.com and paid for the two charges from my account. I had stopped using my chase accounts so I was not logging into my account online as it was my sons. So I never say the balance. Just an FYI ... I logged in now into chase.com and since I have so many accounts with chase, the account in question is all the way on the bottom of your web page. I would have to scroll down to look for that account. Your account action tabs are on the top of the screen, so you can pay bills without seeing your credit card balances. So I can process bill payments with out seeing my credit card balances. 
3. In XX/XX/XXXX Chase said I called in for an account balance. I would of not done that as I paid off the account in XX/XX/XXXX and had stopped using them. I knew my account balance was {$0.00} so why would I have called? Unless it was the person who was using the account fraudulent called in. Question for Chase, did you listen to the call, was it regarding this account that had the fraud, what is the phone number where the call came from as I know you have caller ID that documents what phone number called in. 
4. Delay in reporting the fraud. As I previously explained, the XX/XX/XXXX statement was delivered to me on XX/XX/XXXX as it was damaged during it being mailed to me by the United States Postal Service. That is not my fault as I can not control the mail. In addition, I was not looking for a XX/XX/XXXX statement as I had paid off the balance in XX/XX/XXXX. 
In closing, please refund all of these charges and interest charges related to these fraud charges as they are all fraud. I did not benefit from them like you said nor did I participate in any of them. PER CHASE REQUEST, I DID FILE A POLICE REPORT WITH THE XXXX POLICE. POLICE REPORT NUMBER XXXX Also after I received the 1st call from XXXX acknowledging they received my case, I left him 10 messages and he never called me back. In XXXX message I requested a callback from his supervisor. XXXX and his supervisor never called me back.

Company response to consumer: Closed with explanation