Consumer complaint received 2024-04-12 00:00:00
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.
State: FL

Complaint narrative:
I reached out to Chase Bank to report unauthorized fraudulent activity on my account XX/XX/XXXX in the amount of {$14000.00} and to request a new Chase card. I informed Chase of all transactions that were unauthorized and added that I have not used my other Chase Card in over 6 months and the card that I am reporting I only used the XXXX XXXX The representative noted on the account that I was still in possession of my card, which was false. I made it very clear that I did not physically have the card on my persons. I even called back to verify with Chase that I did not physically have the card in my possession and that it was stolen. Chase reversed the charges upon my initial report. On XX/XX/XXXX, Chase reposted the charges of {$14000.00} to my account stating that I was liable for the charges due to benefiting. I called and asked what documentation Chase needed because I did not make these fraudulent charges, 99 % of fraudulent charges were made anywhere from 30 minutes to 4 hours my location. The representative stated I needed to prove my whereabouts. I gathered 8-15 receipts showing appointments that lasted over 60 minutes and store receipts with location and time stamps. In addition, I sent my work schedule. The case was reopened and I requested the {$14000.00} in fraudulent charges be removed again due to the payment due minimum being raised from {$300.00} to {$600.00}. Chase Bank refused to removed the charges again while my case was reopened pending investigation and stated as long as the charges on the account I will have to pay the new minimum $ XXXX {$700.00} a month, which included the fraudulent charges until it is resolved. At that time I would be refunded the amount over paid each month. Chase refused a stop payment and refused my request to only pay my original minimum for the amount that previously on the card while the investigation was being conducted. 

Since XX/XX/XXXX, I have made payments to Chase in the amount of {$3900.00}, this includes payments after their refusal for payment stop or request to only pay original minimum. 

I communicated with Chase Fraud Department via email on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Submitting several forms of documentation showing I could not have made these fraudulent charges. Along with several phone calls on and in between these dates with Chase representatives. Even requested camera footage. 


Upon submitting my first set of documentation, Chase stated if they needed more information they would request it via phone call and would not close my case. 
Instead, they closed out my case without notice. I reached out to Chase and representative stated my work schedule did not show an address, when in fact my work schedule showed a store number and city location. I then resubmitted my companys entire 3,000 store directory showing store number, store name, address, phone number, fax, and region ; documentation showing my position with the company alongside the address, and Human Resource documentation for verification. Along with additional receipts and mapping out my whereabouts in written form to make it easier for their team. 

Due to the lack of research being done, I requested a list of all fraudulent activities time stamped with location on XX/XX/XXXX via email. I was ignored so I called about a week later. The representative stated she could not email me the list, that she had to request it from the fraud department for approval and if they approved it can only be mailed within 15 days. I confirmed the request to be submitted. 

On XX/XX/XXXX, I emailed chase more documentation and notify them I was awaiting the list I requested. I called Chase two weeks later requesting an update on my request for the time stamped documentation only to find out my case was closed again without notice on XX/XX/XXXX. I requested to speak with a supervisor and I was told someone would contact me in 5 days. No one contacted me. I reached out to Chase again no solution. They refused to connect me with a agent in the actual fraud review department who was overseeing my case. I submitted more documentation to reopen my case. 


On XX/XX/XXXX, I finally received the time stamp unauthorized fraudulent charges from XXXX. Chase excluded all dates but the charges that were done on XX/XX/XXXX that showed the actual city I live. They didnt include the charges made in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX or XXXX XXXX all 30 minutes to 4 hours from my location. I still have not received the full list with time stamps and locations from all fraudulent activities. I then tried to reopen my case showing proof that I was no near these places or I was at work or appointments. 

I reached out to Chase again, this time the representative stated she could see I was not in these locations during the time of the fraudulent charges. I asked could she review my account to get this situation resolved and she stated thats not her department to give approvals. However, she did make the proper corrections on my account stating once again I did not have my card, I was using XXXX XXXX, and it was stolen. The representative stated Chase sent text alerts and I approved them. I stated I did not receive any text alerts nor did I approve any. Furthermore, I never received my new card in the mail. The representative stated they shipped my new card the week I reported. I confirmed I did not receive it once again. 

The representative then stated that I needed to get proof from my cell phone company that I did not receive text message from Chase Fraud. I called my cellphone company to get a list of my text message and a agent stated that they can not release text messages, they dont have them. I called Chase back immediately, stating why would your team tell me to go retrieve text messages from my phone company when that is illegal and can not be done. A new representative agreed that you can not get text messages and doesnt know why I was told that. My case was closed again XX/XX/XXXX. 

Finally in mid XXXX, a supervisor reached out to me stating that there was nothing I can do and that the charges of {$14000.00} would stay on my account. The supervisor stated usually if fraudulent charges arent resolved immediately it is harder to prove or retrieve evidence. That even a police report could not remove the charges until they completed their investigation, which could take over a year. I stated clearly your team didnt investigate properly on the case. Restated I did not receive nor approve any text alerts, nor receive my new credit card. I stated I have given your team every document that was requested over the last two month and you are still holding my liable when representatives not in charge of resolving this case have agreed with me. The fraudulent review team claims I benefits from the charges when I have proven countless times I did not or could not have made those charges. 


Finally, on XX/XX/XXXX I went to the Chase branch located XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX to speak with a desk representative who attempted to help with the problem. After Chase transfer us to three different representatives. The final representative stated that I would need to write a letter to the Chase Cooperate office explaining the situation to see if they could rectify it.

Upon officially closing my case, Chase never mailed or emailed me an explanation letter stating their reasoning for closing the case and holding me liable for the charges.
I am at the point where the only next step is legal action against Chase for lack of investigation these charges, the repeat closure of my case after sufficient documentation they requested was submitted, Chase employees agreeing that I could not have made these charges, Chase not wanting to accept liability after this same card has been stolen on several occasions due to lack of security. Legal action for not only the amount of the fraudulent charges but also stress and time spent on me trying to prove my innocence in this case. Chase has harmed my credit record, thus making my score drop over XXXX points and dismissed me several times as loyal customer for over 10 years. I am looking to get this matter resolved in a timely fashion for this issue is significantly impacting my way of life.

Company response to consumer: Closed with explanation