Consumer complaint received 2015-11-05
Company: JPMORGAN CHASE & CO.
State: PA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
My Chase Hyatt credit card was stolen and fraudulently charged. 

While on vacation in XXXX, XXXX on XXXX/XXXX/15 at approximately XXXX after paying for and receiving a massage the masseuse left the room and XXXX men entered. XXXX stood at the door while the other XXXX men surrounded me. XXXX of them told me to sit down and when I tried to leave was punched. First they wanted my hotel key card then I was told to empty my pockets onto the table. XXXX of them took my wallet left the room then returned with XXXX credit card bills for me to sign. I stood up and was hit again. I was told if I did n't sign they would hurt me. XXXX was on my Chase Hyatt credit card for {$3200.00} the other was on my XXXX XXXX debit card for {$1600.00}. They then told me that if I said anything to anyone they would come to my hotel, find me and hurt me. XXXX of them asked where I lived in the United States as if they would find me wherever I was. They then let me leave. There was no product or service provided. I had already paid in cash when I first got there for the massage. Although shaken up and afraid they would make good on their threats I decided to file a police report, ( see attached PDF # XXXX ). 

Immediately after the incident I received a Chase Fraud Alert for {$3200.00} by email ( see attached PDF # XXXX ) and called their fraud department to confirm that a fraudulent charge had occurred. The charge was removed. The representative told me it was from a shoe shop and joked, " That 's a lot of shoes ''. Two weeks later I received a form to fill out to explain what had happened which I filled out and sent back along with a copy of the police report. 

I 've researched this and my assailants were the XXXX XXXX. 

Here is the scam explained. It is scam # XXXX - XXXX/Here is an undercover video showing what happens, XXXX This is pretty much what happened to me except that XXXX guys entered the room and XXXX. I have a XXXX if needed. I refused to take my cargo shorts off during the massage because I had my wallet and passport on me and did n't feel comfortable. 

Attached is a PDF file of the phone and mail correspondence for the last five months, ( see attached PDF files # XXXX and XXXX ). 

After 3 months Chase Fraud sent a letter ( see attached PDF # XXXX ), that they decided it was n't fraud because I signed the credit card receipt? It 's disingenuous to say that after I had told them 3 months earlier that I was forced to sign it. They then transferred it to the Disputes Department which took another month of investigating. Disputes received a sales slip with a fraudulent signature ( see attached PDF # XXXX ) but still considered it a valid transaction. 

I paid the {$3200.00} ( I was originally charged {$3200.00} so why the increase? ) reinstated charge due on XXXX/XXXX/2015 to keep my good credit intact. 

On XXXX/XXXX/2015 I received a letter ( see attached PDF # XXXX ) from Chase informing me that they had contacted the all XXXX credit reporting agencies to inform them that I disagree with the outcome of the dispute. Is this common practice? I was never in default and paid before it was due but my credit score has dropped XXXX points from XXXX to XXXX? I have n't opened any new lines of credit. ( See attached PDF # XXXX XXXX Over the last 5 months the charge has been removed and reinstated XXXX times. I 've been bounced between XXXX different representatives. As asked, I 've sent them the police report XXXX times but when I asked if they had translated it from XXXX I was told no, they never translated it. What exactly was investigated for 3 month to decide that I signed the receipts? Something that I had told them 3 months earlier when it happened! This has been very stressful for me. I 've been anxious and at times it has affected my sleep. It should have never taken this long.

Company response to consumer: Closed with explanation