Consumer complaint received 2021-01-12
Company: JPMORGAN CHASE & CO.
State: TX
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:
A fraud transaction happened on XX/XX/2020, around XXXX XXXX. CST by accidentally dropping one XXXX XXXX XXXXXXXX XXXX XXXX and one Chase Sapphire Reserve Credit card ( must have slipped out of my wallet ) when filling out the gas at XXXXXXXX XXXX XXXX # XXXX ( XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX ). As I was working out in XXXX XXXXXXXX XXXX after that, where I checked in at XXXXXXXX XXXX CST, two fraud incidents happened {$280.00} at XXXX XXXX # XXXX ( XXXX XXXX XXXX, XXXX, TX XXXX ) and {$2300.00} at XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX, TX XXXX. I reported the stolen credit card and debit card, and XXXX XXXX XXXX took care of it. Chase also gave the credit back, and I assumed everything was taken care by Chase. 

On XX/XX/XXXX, which was months after the incident happened, I logged into Chase and noticed the large dollar amount that I have to make a payment by XX/XX/XXXX. I scrolled to see what happened, and I noticed that the fraud transaction on XX/XX/XXXX charges came back. I called Chase to check what happened, and the XXXX XXXX department explained that it could not find sufficient evidence to verify these were fraud transactions because the merchants provided my name and my address. I followed by filing the police reports, one in XXXX and one in XXXX, to investigate further and get the XXXX footages so I can provide further evidence to Chase. On XX/XX/XXXX, Chase called back and decided to close the case saying there was no sufficient evidence to prove those were fraud transactions. Basically, Chase was explaining to close the case because the merchants had my home address and my name, and these looked like the valid transactions. 

Here is my case for filing the complaint against Chase for not performing a due diligence for its consumer to throughly investigate the fraud transaction. 
1. Chase 's ambiguous process around the valid actions for the consumer to take when fraud transaction happened : - Chase explained that the fraud department has 90 days to start with the investigation, but it is really customer 's job to reach out the merchants and to gather the evidence in the time period. This was not made transparent to me, and Chase did not due its due diligence to make it clear.

2. Chase 's reckless and outrageous decision to close the fraud case without having sufficient evidence : - Chase 's decision to close the fraud transaction case simply based on the merchant 's ability to provide customer 's address and credit card holder 's name is simply not understandable. Chase should close the case if and only if it did the full diligence to investigate and worked with police to acquire the sufficient evidence to investigate that it was a not a fraud. 

XXXX. Chase 's decision to end the case when the customer is not reachable during a certain time : - Chase 's representative explained that it was trying to reach me in XX/XX/XXXX, but it could not get hold of me. I was at a vacation, for XXXX 's sake. And with so many spam calls I get these days, I get reluctant to reply all the calls if it is from an unknown number. Chase decided to close the case because I was not reachable during that specific time. But I did not even got an email explaining that the fraud investigation was taking in place. It is not right for Chase to decide to end the fraud case by its own ambiguous policy without letting the customer know what is required. 

4. Chase 's decision to charge the fees to its customer after months later : - Chase, without properly verifying that this is not a fraud transaction and without getting the understanding from its customer, should not charge the fee to the customer. This is really a bad business practice that should not be allowed. 

Thank you. I will further work with Chase and local police departments, but I need to file this complain report to make sure that this complaint can be properly handled. I will go far as suing Chase if this case does not get resolved.

Company response to consumer: Closed with explanation