Consumer complaint received 2024-01-21
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (CA)

On XXXX XXXX XXXX XXXX XXXX, I went on a camping trip at XXXX XXXX XXXX XXXX where I did not access to the Internet. When I returned home on XX/XX/XXXX, I discovered through invoices and pickup information in my email ( Attachment XXXX ) that some who likely stole my credit card information had used my XXXX XXXX Chase credit card without my knowledge or authorization to purchase a XXXX XXXX, a XXXX XXXX subscription, and a privacy screen filter at an XXXX store in XXXX XXXX. On Monday, XX/XX/XXXX, I called Chase to report the unauthorized charges and the Chase representative informed me that they would conduct a review. 

On XX/XX/XXXX, I received a letter from Chase ( Attachment XXXX ) informing me that they completed their review and had concluded that I was not responsible for the purchase of the privacy screen, but for some reason was responsible for the purchase of the XXXX XXXX and the XXXX XXXX. I called Chase again to dispute the results of the review, explaining that I was out of town when the purchases were made, that I use only XXXX XXXX devices, and that I did not understand how they could conclude that I was responsible for the XXXX and software when they already determined I did not purchase the privacy screen. 

The Chase representative said that they reached their conclusion because they called XXXX, received my order information, and saw that the " Sold To '' address for the XXXX and software was my correct address. I explained that this is not surprising given that someone clearly had hacked my information given that they had my credit card information, and that the " Sold To '' address for the privacy screen was also the same. I asked for more information about what investigation Chase had performed and I was told that Chase did not ask XXXX for proof that it was me who picked up the purchases, did not ask XXXX for surveillance footage, and did not otherwise conduct any investigation other than the cursory call to XXXX to confirm my address. I also explained that there are charges on my other Chase credit card showing that I was not in XXXX XXXX the weekend of the XXXX purchases, including a charge for lunch that I purchased in XXXX, CA on XX/XX/XXXX while driving to XXXX XXXX XXXX XXXX. Notably, that credit card also had unauthorized charges from XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX that Chase determined were not made by me ( Attachment XXXX ), so Chase is well aware that someone gained access to my credit card information. The Chase representative told me that they would conduct further investigation and inform me of the results within XXXX business days. 

They tried calling me once during work hours a week ago when I could not pick up, and have not called me again or otherwise informed me of the results of their supplemental investigation. I am filing this complaint because it appears to me that Chase is not taking the investigation seriously, and because I am concerned that additional evidence showing that it was not me who made the purchases ( such as XXXX surveillance footage ) will be lost to the passage of time while Chase persists in not performing any meaningful investigation.