Consumer complaint received 2015-08-22
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
On XXXX XXXX, 2015, I received my credit card statement for my Southwest Airline account issued through Chase Bank towards the end of XXXX I called to dispute several transactions which started with an XXXX charge that I did not authorize. I also disputed several cash ATM withdrawals. I paid the remaining authorized charges in full. I did not receive any other statements after the dispute was filed and I assumed it was because the balance was paid in full. Towards the end of XXXX I received a call from Chase Bank to inform me that the charges for the unauthorized claims were going to be rebilled to my account. I asked the representative why they were not honoring the claim and she informed me that because I had set up a PIN for the account from my phone number registered to the account and because the card was still in my possession that I was liable for the charges. I then informed the rep that I never disputed setting up the PIN ; however, I did not authorize the charges. She then asked me, " Well then who did? ". I informed her that I did not know. On XXXX/XXXX/2015, I received a letter stating that my claim was denied because I received benefit from the transactions. I immediately called for an explanation and was sent to voicemail. The next day I received a call back and the rep told me that I could dispute their determination by emailing their supervisor. I did previously inform Chase that the only time someone may have had access to my card is when I had an altercation and my purse was left unattended. When I returned to retrieve my purse I found it on the floor with all its belongings scattered. I had a substantial amount of cash missing in which I filed a police report. I also informed Chase that the incident may or may not be related to the fraud on my account. They asked for a copy of the police report saying that I had to prove to them that I did not authorize the transacations. I sent a copy of the police report along with dispute of their determination. I received a call again saying they declined my claim because they said the police report was filed prior to me filing a claim. 

Additionally, when I received the first determination letter their was no information saying that I had a right to request documentation that was used to make their determination. I asked the rep if I had a right to dispute further why was n't that infomation included with the letter and she stated she did not know. 
Also, in the midst of all of this I received a call saying my credit card payment was past due. I informed them that I had not received a statement since XXXX. I had moved since the start of this claim and when they read me the address they had on file I discovered that they had incorrectly changed my address to XXXX XXXX instead of XXXX XXXX. I requested all statements from XXXX to current and found that they rebilled my account in XXXX which had a payment due date of XXXX XXXX. The letter they sent declining my original claim was dated XXXX XXXX. I since have occured late fees and additional interest charges. 
I beleive that my consumer rights under Regulation Z have been violated under various sections.

Company response to consumer: Closed with explanation