Consumer complaint received 2020-04-18
Company: JPMORGAN CHASE & CO.
State: MO
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:
Timeline of events XXXX XXXX  XXXX MO XXXX XXXX charge of {$1700.00} to XXXX Chase card. Items purchase, XXXX XXXX and laptop XX/XX/XXXX -He receives credit card statement, notices fraudulent charge and immediately contacts Chase Fraud Department XX/XX/XXXX -He receives new cc card from Chase in the mail, confirms account was closed and will investigate unauthorized charges. 
XX/XX/XXXX -Chase sends letter, -completed review of unauthorized charges, stated, You are responsible for transaction. You received benefit from the transaction. Fraud Investigation is closed. 
XXXX He calls Chase fraud department and was advised to file a police report. 
XX/XX/XXXX He files police report # XXXX with XXXX XXXX of XXXX XXXX County Police and investigation begins. 
XXXX He receives letter from Chase , We reviewed your fraud claim again, transactions are valid and will remain as part of your balance. 
XXXX He advises Chase fraud department of Police Report filing, XXXX , supervisor in Chases fraud department states he will contact the officer about the police report XXXX He follows up with Chase Fraud department and he requested legally bonded police report XXXX He obtains legally bonded police report and emails to Chase Fraud department XXXX Spoke with XXXX Y, he pulled the XXXX XXXX tapes and although the tapes are blurry, he confirms, three young people walked out of the store at the time of the crime and they do not resemble the card holder. The officer contacted XXXX with a subpoena but it was denied. 
XXXX Still no response from Chase Fraud Department XXXX He follows up with XXXX XXXX he states they did not receive email with police report, request email again to new email address. 
XXXX He re-sends police report to new email requested by Chase Fraud department XXXX XXXX states he received email, still awaiting a response XX/XX/XXXX Chase sends update letter, Well stop contacting you about your recent concern. Not been able to reach you. 
XX/XX/XXXX Chase letter to him stating reviewed your fraud claim again, transactions are valid. 
XXXX He drives to XXXX XXXX in XXXX  , MO and speaks with manager and referred him to XXXX XXXX Corporate. 
XX/XX/XXXX He reaches out to XXXX XXXX corporate, no response XXXX He drives to XXXX XXXX again and speaks with XXXX , GM , she initiates conference call with corporate who states, they can do nothing XXXX Chase fraud department calls, XXXX XXXX , he requests an email outlining the events to date. 
XXXX XXXX XXXX calls and states they are still waiting on response. 
XXXX Left numerous messages with XXXX XXXX at Chase Fraud department . 
XXXX He spoke with XXXX , account supervisor in the Chase Fraud department and he confirmed with XXXX XXXX , the case is closed and hes not going to reverse the decision. This final decision was never communicated to the card holder in writing. XXXX advised him to reach out to the Executive Office of Chase Card Services and provided address and fax number. 
XX/XX/XXXX -He requested a hold on late charges and fees while he pursues legal review and his request was denied by account supervisor, XXXX .

Company response to consumer: Closed with explanation