Consumer complaint received 2026-01-19 00:00:00
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.
State: WI

Complaint narrative:
Company : JPMorgan Chase Bank , N.A . ( Chase ) Product : Credit card Issue : Billing dispute / unauthorized XXXX XXXX transactions/ fraud claim mishandled Account : Credit card ending in XXXX Summary XXXX. I am filing this complaint because Chase has failed to properly resolve XXXX unauthorized XXXX XXXX transactions made on my Chase credit card after my mobile phone was stolen. Despite receiving a finalized police report and evidence that the purchases were shipped to addresses not associated with me ( including out-of-state shipping ), Chase is still requesting irrelevant documentation ( proof that my phone number was transferred to a new phone ) and has not provided the official XXXX XXXX token/device record needed to resolve the dispute under the Fair Credit Billing Act ( FCBA ). 

Timeline & Facts 2. Phone theft : My mobile phone was stolen on XX/XX/XXXX. 
3. Fraudulent transactions : Between XX/XX/XXXX and XX/XX/XXXX, XXXX unauthorized XXXX charges were made using XXXX XXXX on my Chase credit card ending in XXXX. 
4. No authorization : I did not authorize, authenticate, approve, or benefit from these transactions. I did not possess my stolen phone at the time the transactions occurred. 
5. Prompt notice to Chase : As confirmed by Chase, I notified Chase of the fraudulent charges around XX/XX/XXXX, as soon as I regained access to my online accounts. 
6. Shipping evidence showing fraud : The XXXX purchases were shipped to XXXX different addresses that are not mine and not associated with me. The XXXX addresses are approximately XXXX miles apart, and the shipments occurred within about XXXX week. 
Identity mismatch : The recipient name for the XXXX orders is not my legal name. 
7. Police report submitted : I filed a police report. The finalized XXXX Police Report confirming the theft of my phone and the related fraudulent XXXX transactions was submitted to Chase on XX/XX/XXXX, and again on XX/XX/XXXX via XXXX. 
8. Additional supporting documentation provided : I also provided XXXX transaction summaries and order details showing : a. the order numbers and transaction dates corresponding to the disputed charges b. shipping addresses not associated with me c. recipient name does not match my legal name d. shipment locations are in different states and geographically far apart Applicable Law / Rights 9. FCBA protections : Under the Fair Credit Billing Act ( FCBA ), including 15 U.S.C. 1666 and 15 U.S.C. 1643, cardholders are not liable for unauthorized credit card transactions beyond the statutory limit, and liability does not arise unless the creditor can establish the use was authorized by the cardholder. 
10. Device theft = unauthorized use : Transactions made after a device is stolen constitute unauthorized use, regardless of whether : the same device identifier or XXXX XXXX token appears in records, or a third party used XXXX XXXX authentication methods without the cardholders consent. 
11. Speculation is not evidence : Any speculation that a cardholder could have shipped to another address under a different name is not evidence of authorization and does not satisfy the creditors burden under the FCBA. 

Unfair / Irrelevant Documentation Request 12. On XX/XX/XXXX, Chase contacted me and requested documentation that my phone number was transferred to a new phone in XX/XX/XXXX. A Chase fraud representative stated this request was because XXXX XXXX was linked to a phone number. 
13. This request is not relevant to the core dispute and is unfair because : a. XXXX XXXX transactions are token/device based, and b. the transactions occurred after my phone was stolen, and c. the purchases were shipped to addresses not associated with me, in different states, under a different recipient name. 

14. Rather than seeking irrelevant documentation, Chase should review the evidence already provided and/or provide the XXXX XXXX token/device timeline records that show when the card was provisioned, activated, suspended, or removed.

Company response to consumer: Closed with monetary relief