Consumer complaint received 2024-12-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
I am filing a complaint against Chase Bank for failure to properly investigate a charge to my checking account that was made by someone using my debit card information to make a fraudulent on-line purchase. 
On XX/XX/year>, I received a fraud alert from Chase related to attempts to use my debit card to purchase several items online from XXXX. I immediately responded to the alert that the charges were not authorized. Unfortunately, Chase did not issue the fraud alert until after a purchase was approved for a XXXX from XXXX. I telephoned Chase at that point and advised that the purchase of the XXXX was also fraudulent ( notably, it was contemporaneous with the other purchases that were declined by Chase due to suspected fraud ). Chase then opened a fraud investigation into the XXXX purchase and temporarily returned the amount in dispute ( {$420.00} ) to my account. 
Thereafter, XXXX submitted the fraud dispute to XXXX. XXXX  challenged the dispute ( XXXX XXXX XXXX XXXX ), taking the position that I had set up a XXXX account using my personal email and physical address and that I had personally picked up the XXXX at its store in XXXX XXXX XXXX, Florida. XXXX further appears to take the position that I would not have been able to pick up the XXXX without presenting identification, although XXXX provided no proof to Chase that identification was presented at the time of pickup. In fact, I did not set up the XXXX account in question. The perpetrator of the fraud did so, using my personal information, which of course would be easily accessible by anyone doing a basic internet search or who might otherwise have my information ( for example, a vendor with my debit card on file ). I also did not pick up a XXXX, have never owned or possessed a XXXX, and XXXX clearly did not check identification when the XXXX was picked up, as my identification has never been out of my possession. XXXX provided no proof to Chase that identification was actually presented when the item was picked up, and Chase never pushed back on XXXX  failure to provide compelling evidence that I had in fact picked up, let alone ordered, the XXXX. XXXX also failed to notify Chase that I had called its customer service line on XX/XX/XXXX, after receiving an email about the XXXX being available for pickup, and advised that the item should not be released, as I had not purchased it. Unfortunately, XXXX customer service was completely unhelpful when I made that call. 
On the contrary, there is compelling evidence that someone improperly used my debit card and personal information to make or attempt to make several purchases on XX/XX/year>. As discussed above, someone attempted to make several attempts on XXXX on that date, and I disputed all of the charges after receiving a fraud alert from Chase. To accept the position that the one charge Chase initially authorized before triggering the fraud alert was actually legitimate is a non-sensical position. Furthermore, as shown in XXXX XXXX I received dozens of emails on XX/XX/year> requesting that I confirm my intent to register for several online accounts involving several merchants. I requested none of these subscriptions, and no person in their right mind would subscribe to that many merchants in a single day. Obviously, someone attempting to commit fraud did this. Furthermore, per XXXX XXXX, I filed a police report with the XXXX XXXX XXXX police department related to the fraudulent XXXX purchase. To my knowledge, that investigation is pending. Note that the officer preparing the report incorrectly transcribed the amount at issue with the XXXX theft, but nevertheless, I did file this report clearly relating to the fraudulent purchase at issue. Again, if I were the person who actually purchased and picked up the XXXX, I would not be so foolish as to file a police report to trigger an investigation into this matter, putting myself in jeopardy of criminal charges for filing a fraudulent police report. 
In sum, Chase conducted a flimsy investigation into this incident of fraud and accepted incomplete evidence from XXXX to justify charging my account for a fraudulent purchase. Chase did this even after detecting fraud on my account, alerting me to the fraud, and receiving confirmation from me that declined charges were not authorized by me. Based on that, I request that the CFPB investigate Chases actions related to this incident of fraud and take whatever action is appropriate against Chase for the foregoing.

Company response to consumer: Closed with explanation