Consumer complaint received 2019-11-21
Company: JPMORGAN CHASE & CO.
State: NY
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/2019 at around XXXX ET, I received an email from Chase notifying me of access to my account. I did not attempt to access my account at or around this time. A few minutes later, I received email notifications about charges for the amounts of {$1500.00} and {$4900.00} at XXXX XXXX # XXXX located at XXXX XXXX XXXX XXXX, XXXX XXXX, NY XXXX. I did not make these transactions as I was still in the office and immediately called Chase to report the fraudulent charges, regain access to my account, close the card with the fraudulent activity, change my account password, and request a new card. 

During my call with Chase Fraud, I was informed that the in-store transaction at the XXXX store used the chip on my card. This was impossible as the card was in my possession and I was in my office, located almost 2 hours away from the store, at the time of the transaction. I had multiple colleagues who are alibis and confirm I was in the office at that time. Security footage from the building can also verify my physical presence in the building. 

Further investigation revealed that earlier that day at XXXX, someone ported my cellular number to a new device at the XXXX store located at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX NY XXXX. In speaking with XXXX, I learned someone had presented a fake ID and forged my signature to authorize the number port. I was able to recover my account and port my number back on XX/XX/XXXX. 

I believe I was the victim of a very coordinated and sophisticated identity theft / fraud attack. The attacker knew my telephone number, that I banked with Chase, and other personal information. By porting my telephone number, the attacker was able to intercept my Chase login authentication code and fraud authorization text messages. Furthermore, on XX/XX/XXXX, I received a call from the XXXX store located at XXXX XXXX, XXXX XXXX, NY XXXX informing me someone walked in and tried to port my number again unsuccessfully. 

During the week of XX/XX/2019, I received a call from someone named XXXX claiming to be from Chase Fraud. He asked for verification information after providing inconsistent information. I declined to provide information, fearing it was a phishing call, and instead called Chase directly. The Fraud representative I spoke to assured me everything was fine. Later in the week, I received another call from XXXX, which went to voicemail. I tried calling XXXX back multiple times every day for the next week or two and could not get through. He also did not return any voicemails. 

On or around XX/XX/XXXX, I received a letter from Chase informing me my fraud claim was rejected because I had " received a benefit '' from the transaction. The transaction was fraudulent and I received no benefit nor could anyone at Chase tell me what this meant when I called. The Chase representative I spoke to suggested I email her supervisor, XXXX, with my side of the story. I emailed her asked for what documentation I could provide and never heard back. 

During the week of XX/XX/XXXX, I contacted Chase again and was informed my claim was denied because I had not supplied any documentation. I informed the representative I had contacted Chase to ask what documentation was required and never received a response. The representative gave me another individual, XXXX XXXX, to send documentation to. 

On XX/XX/XXXX, I sent Chase documentation including 1 ) Proof I was not in or near XXXX XXXX at the time of the fraudulent transaction, 2 ) A statement under penalty of perjury from my colleague confirming I was in the office, more than 2 hours away at the time of the transaction, 3 )  Receipts from XXXX showing the number was ported and my signature was forged in the port, 4 ) a police report number, 5 ) a US Postal Inspector report number. 

Chase continues to claim the transactions are valid. When I asked why they think that, they refused to provide justification. When I asked if they looked at the documentation that clearly states I was not at that location at the time of the transaction, they would not confirm they looked at it. 

During the week of XX/XX/XXXX, I contacted chase again and learned they had sent a replacement card prior to the incident on XX/XX/XXXX. I did not receive that card. If that card was stolen in the mail, I can understand why Chase believes the transaction occurred in person. However, it took more than a month for them to share that fact with me. 

I am still in the process of disputing this with Chase. I try to call multiple representatives multiple times a day and no one picks up or returns my call. I made every effort to notify Chase and provide information in a timely manner and Chase is making me jump through hoops and do their own investigative work. They are currently asking me to provide a copy of the police report, which takes several weeks, and documentation I froze my credit or filed an identity theft report, which seem extraneous to the circumstances of this incident. 

This has taken a lot of my time and caused significant emotional duress. Chase claims I'm not liable for fraudulent transactions but refuses to recognize this transaction as fraudulent despite my timely notification and thorough documentation.

Company response to consumer: Closed with monetary relief