Consumer complaint received 2025-05-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO.
State: PA

Complaint narrative:
XXXX XXXX XXXX JPMorgan Chase Bank for XXXX XXXX XXXX and Fraud Claim Denial To : Consumer Financial Protection Bureau From : XXXX XXXX XXXX XXXX : XX/XX/XXXX Dear CFPB, I am filing a formal complaint against JPMorgan Chase Bank for negligence in card issuance, mishandling of my fraud report, and for providing inaccurate statements in their response to a previous complaint. 

In XX/XX/XXXX, I requested new credit cards for myself and my wife through Chase XXXX. At that time, my correct mailing address ( XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX ) was already on file with Chase. However, Chase XXXX sent pre-activated cards to an old physical address in XXXX XXXX, XXXX which I had not used in years. 

After waiting 7 days and not receiving the cards, I called Chase XXXX and spoke to a customer service representative. I was informed that they would send replacement cards to my correct mailing address. However, both Chase XXXX and Chase XXXX subsequently sent new cards with the same card numbers as the originals to the correct address. Crucially, these cards were also pre-activated, and the original cards were never canceled. 

Soon after, over {$3200.00} in fraudulent charges occurred on the account. Neither I nor my wife ( the authorized user ) made those charges. My wife was physically with me during the entire time, and neither of us had possession of the original cards. 

Chase has since denied my fraud claim and made the following false assertions in their written response : Our records show an authorized user was added on XX/XX/XXXX, and the card was shipped to the address we have on file. We have no record you requested to have the card shipped to an alternate address or that you requested to have the address updated. We also have no record of you claiming fraud or requesting a new card number at the time the authorized user was added to the account. 

These claims are simply not true : I spoke to Chase XXXX by phone after not receiving the card and explicitly requested a reissue to my correct mailing address. 

I never requested that the cards be sent to the old address, and I had no control over Chases error in shipping. 

I attempted to report the fraud before XX/XX/XXXX, but my calls were either ignored or mishandled by customer service representatives. 

By issuing pre-activated cards to the wrong address, failing to cancel the original cards, and reissuing cards with the same compromised numbers, Chase exposed me to fraud and now refuses to accept responsibility. Their system failures, poor record-keeping, and misleading response suggest serious internal issues. 

I am requesting that the CFPB conduct a thorough investigation and require Chase to : Reverse the fraudulent charges, Acknowledge their card issuance error, Correct their internal records and communication failures, Implement safeguards to prevent this from happening to other consumers. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation