Consumer complaint received 2024-09-06
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO. (CO)

Involved Parties : Chase Card Service, XXXX XXXX XX/XX/XXXX - Transaction alerts we had set up in my credit card account alerted me to two large unexplained/unauthorized charges made to my card that day. They were for {$960.00}, and for {$790.00}. ( These transaction alerts will be in the documents that I attach to this complaint filing ). 

XX/XX/XXXX - Though I was vacationing in XXXX, I immediately contacted Chase Card Services using the number on the back of the credit card, advising them of the unauthorized use of the card. At the time Chase placed the charges in dispute, cancelled the card, and re-issued the card with a new number. 

XX/XX/XXXX - We received a form letter from Chase confirming the actions above. 

NOTE : Between XX/XX/XXXX and XX/XX/XXXX - We heard nothing more from Chase, and assumed the issue to be resolved. 

On XX/XX/XXXX - I received a normal delivery letter via USPS from Chase Card Services, dated XX/XX/XXXX, indicating they had completed their investigation of our disputed transactions. This was the first time we were advised in writing of what the purchases were ( airline tickets ), and with which merchant they were made ( XXXX XXXX ). The letter indicated we would be responsible to pay for the purchases, and asserted that I had received un-described benefit from the purchases. They stated they had closed investigation. The letter gave no process for us to provide further information or to appeal their decision, nor any timeline for follow-up. The last line of the letter indicated a phone number that could be called for further information. ( This Chase Initial Findings will be in the documents that I attach to this complaint filing ). 

NOTE : My husband was out of town during this period until XX/XX/XXXX, and I wanted his assistance with our next steps. Further, XX/XX/XXXX thru XXXX was the three day XXXX XXXX XXXX XXXX  and the Chase Fraud Department was closed. 

XX/XX/XXXX - Using the little information we had, I contacted XXXX XXXX Customer Service through their Online-Chat Support. It was not possible for non-employees to get access to much of the record, but fortunately we dealt with an agent who gave us partial details of the transactions. We were able to determine initially two airline tickets were purchased in my name ( the two charges from XX/XX/XXXX ) but were subsequently cancelled, and converted to airline credits that the perpetrator could more easily gain access to and use for their benefit. We found that both of the original two tickets, issued in my name, were from XXXX to XXXX XXXX. We live in XXXX, and fly out of XXXX, and not to or from those locations. She also provided us with the ticketing information on the tickets for persons unknown to us using the airline credits from the tickets bought on my card. At this point, we became aware of how the perpetrator was getting benefit from the somewhat convoluted purchase on my card. I asked to be referred to the XXXX XXXX XXXX XXXX Department. She said would have them contact us in 24-48 hours. Six days later, we have heard nothing from XXXX. ( This chat transcript will be in the documents that I attach to this complaint filing ). 

XX/XX/XXXX - On the first business day following the XXXX XXXX weekend we contacted the Chase Fraud Department at the number found on their letter. The agent showed himself to be uninterested in getting the facts and I found him to be far less than sympathetic, and more of an adversary, than someone there to help resolve consumer issues. Without asking for any more information or offering any opportunity to appeal the decision, he repeatedly said this wasn't card fraud, and we only had a merchant dispute. It was readily apparent he wanted to push this issue off to XXXX alone, and out of Chase 's responsibility. Through persistence, we were able to get an address we could file an appeal with more supportive information to be considered. 

XX/XX/XXXX - Using all of the information we have been able to glean from Chase and XXXX, I constructed an overview of the known documentation of the fraudulent transactions, and submitted it and the XXXX transactions that we were able to obtain to Chase Fraud Department at XXXX. We received a confirmation of receipt along with a caution that it may take up to 90 days to review. ( This compilation filed with Chase will be included in the documents I attach to this complaint filing ). 

XX/XX/XXXX - After writing the entire known sequence of events up, I realized other specific information in XXXX XXXX possession that would be helpful to the investigation. I tried a subsequent contact to the Chase Customer Service Chat Line, but they would no longer give me any information, once they were aware I had filed a fraud alert/complaint with them. As I mentioned above, they have never contacted me as they indicated they would on my chat on XX/XX/XXXX. 

XX/XX/XXXX - We are now in somewhat of a holding pattern, but have become very concerned at how our case will be handled, since Chase 's initial investigation was so incomplete that it didn't even look at the fact the tickets purchased in my name were cancelled and the credit used for unknown persons, and that one of their staff showed himself to be downright indifferent to our situation.

SUPPLEMENTAL NOTE : It is important to be aware that the purchaser had used my name and credit card number, but used falsified or fictitious information for an email address and telephone number to complete multiple transactions. Evidence of this appears in the XXXX Itinerary Confirmations, under the heading " Contact ''.