Consumer complaint received 2025-02-23 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: IL

Complaint narrative:
To XXXX XXXX XXXX XXXX XXXX To Whom This May Concern : My name is XXXX XXXX, and I appreciate this opportunity to express my many concerns regarding Chase Card services and so, I would like to take this time to file numerous complaints with respect to how Chase has been communicating with and dealing with a fraudulent charge that occurred on my Chase Freedom Flex Card ending in XXXX for the amount of {$15000.00} on XX/XX/XXXX to the merchant XXXX XXXX. 

I would like to start from the beginning as I believe all of this is connected. In early XXXXXXXX XXXX XXXX, I was formerly working for a separate employer and became aware through my employer of someone filing for retirement benefits in my name without my knowledge or authorization. After contacting the attorney general and reporting it as fraudulent, I immediately froze my credit at all 3 agencies and was advised to not open any mail/letters from XXXX or such agencies as they may be fraudulent and scam mails sent to my address. I expressed my verbal consent and put the issue at rest behind me. 

The summer of XXXX, I took a keen interest in building my credit and understood the value of having several different accounts in an effort to build my credit score as I had only 2 prior accounts open. This led me with my authorization and direct knowledge to open credit cards at Chase, namely the Chase Freedom Flex card ( Card # XXXX ) as well as the Chase XXXX XXXX XXXX as well as at XXXX XXXXXXXX, namely the XXXX XXXX XXXX XXXX XXXX ( Card # XXXX ). Prior to opening these cards, I unfroze my credit during the application, and then refroze it once the application was approved. To qualify for the sign-up bonus on XXXX # XXXX, I purchased an apple device through the official XXXX XXXX on XX/XX/XXXX and paid off my balance in a very short time-frame on XX/XX/XXXX. I made several other routine small purchases, no larger than {$32.00} from XX/XX/XXXX until XX/XX/XXXX, and with all of these purchases made it a personal mission to pay off my balance within 2-3 business days. This small spending followed by immediately paying off the balance is characteristic of all of my credit cards and spending habits and speaks to my understanding of the importance of not carrying a balance and paying off my cards immediately and only spending what I can afford. 

Unfortunately, on XX/XX/XXXX, I was notified of a {$10000.00} transaction through XXXX # XXXX. I immediately called the XXXX XXXX Fraud department and notified them of a fraudulent transaction that occurred on my account. They immediately closed my old card, promptly gave me provisional credit and a purchase adjustment of {$10000.00} on XX/XX/XXXX, and resolved the fraud investigation on XX/XX/XXXX with no further questions or requests. I took this as a one-off thing and did not expect any of my other accounts to be compromised, and so I thought this issue was behind me. 

Unfortunately, on XX/XX/XXXX, there was a {$15000.00} charge that occurred on Card # 1 ( Chase Freedom Flex card ending in XXXX ). I once again immediately called the Chase Fraud department and notified them of a fraudulent transaction that occurred on my account. Similarly, they closed my card, issued me a new card ending in XXXX, and gave me provisional credit while the investigation took place. I also immediately locked the card to prevent any future transactions while this investigation was ongoing. 
I routinely called the Chase Customer service line throughout XXXX and XXXX about updates to the case since it is such a large amount and completely uncharacteristic of my spending habits and the general customer service representatives I spoke with indicated that that my account was clear and that the case had been resolved. 
In late XXXX, I received yet another phone call from Chase Fraud department indicating this resolution and when I spoke with them, they simply asked me to provide more documentation, and that is exactly what I did. I provided evidence of my identity being stolen by providing both an FTC report that I submitted indicating evidence of identity theft as well as the associated report number. I also provided my report number I submitted to identitytheft.gov as further evidence of my identity being stolen. Additionally, I received a threatening message from a fake/spoofed agent/name that I also provided. These pieces of documentation were provided in my XX/XX/XXXX email and I was requested to send these to XXXXchase.com, which I did. I received confirmation from XXXX XXXX indicating that they received my message. 

Within the same week, I received another phone call indicating that they now needed more documentation. I first questioned why they didnt just ask for more documentation earlier and didnt receive a clear response. But, I obliged. Chase fraud said that the transaction was validated by face ID and email and asked me to provide proof of these being compromised. Face ID itself was spoofed or somehow compromised through a picture in my XXXX XXXX, and I provided evidence of all of my personal information being stolen stemmed from a compromised login to my XXXX account, hence unauthorized access to my email to potentially verify any transactions. In my XXXX account, I store all of my saved passwords for my many accounts, including XXXX bank accounts, personal accounts, etc. On XX/XX/XXXX, I looked into my XXXXXXXX XXXX XXXX further and noted one irregular sign-in that I have since reported to XXXX  There was a last active session on a XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, which happened to be one day after the unauthorized transaction on my chase account took place. As my own phone records report shows, I was in Illinois all of XXXX and XX/XX/XXXX. Additionally, the remainder of my devices where I am signed in to my XXXX account are in Illinois which is my state of residence. Furthermore, the compromised sign-in was last active on XX/XX/XXXX, which is now nearly 3 months to this date from a remote location, indicating that it was not me who signed in. I provided documentation of all of this to XXXX. I received confirmation from XXXX XXXX indicating that they received my message. This is now the second separate instance I have been asked to provide documentation of this unauthorized charge. 

Then, on XX/XX/XXXX, I received another phone call from Chase card services indicating that the amount will be rebilled on my account, that the transaction is valid, will remain part of my account balance, and that I am responsible for paying this amount. As you can imagine, I was now getting incredibly frustrated at how drawn out this process was and very upset that despite all of the documentation I have provided that I was being spun around in circles. When they called on XX/XX/XXXX, they said to re-open the dispute that they would need more documentation now from XXXX indicating that my account was compromised. I proactively already filed disputes with my XXXX since my account was hacked and compromised and so clearly explained to them what I had access to and what I can provide. I also in the interim filed an official police report about the identity theft and fraudulent charges that I have been experiencing and provided documentation of this to Chase as well. Despite involving law enforcement, Chase would not budge no matter how extensive documentation I provided. 

In my phone call, I explained that in addition to the previous documentation I have provided, I have provided resolutions of my disputes with XXXX, indicating the unauthorized use of my account as well as some account changes that were done without my permission or consent. It has been incredibly frustrating having been a victim of identity theft and all the consequential outcomes as a result of it, but I hope that the following documentation in addition to the surplus of reports and evidence I have provided thus far will suffice as I simply do not have the means nor time to look and provide more and more documentation every single time more is requested of me. I further explained that additionally, Chase can see by my credit history through other banks as well as through my utilization of Chase Freedom Flex that I do not have any transactions that amount large amounts, aside from my initial purchase to qualify for a bonus. I make it a personal mission to pay off every card I own on a weekly basis, and this transaction is inconsistent with any of my prior transaction history and I have sent you documentation of threatening messages I've received, reports I've filed with the IC3, FTC, Identitytheft.gov, and documentation of my email and entire XXXX account being compromised since last year and I hoped that they take the appropriate action to resolve this immediately. 
So, now for the third time, I was being asked to provide more documentation now from XXXX indicating unauthorized use of my account, so then I spent the next few hours sorting out all of my disputes with XXXX and compiling that information and heres everything that was collected. 

On XX/XX/XXXX, I received this email from XXXX  indicating that there was potential unusual activity on my account. Unfortunately, this was during the time my email address was compromised as you can see by prior documentation I have provided and so the hacker was able to secure the XXXX account without my knowledge or awareness. 

Later that same day, I became notified through Chase of a transaction amounting {$15000.00} that I immediately contacted the Chase fraud department to initiate an investigation regarding the unauthorized transaction that occurred on my card. In an effort to now secure my XXXX account after seeing the statement on my chase app portal, I reported all of the unauthorized account changes that occurred on my XXXX  account, including the adding and removing of my chase freedom flex card ending in XXXX as well as the specific transaction of {$15000.00}. I filed a separate case dispute early the next morning with just the unauthorized access. After a month of investigation, on XX/XX/XXXXXXXX XXXX  found that there was unauthorized access of my account, evidenced by the following dispute resolution and that the case was closed in my favor. XXXX then notified me that as a result of the unauthorized third party access to my account, that they have temporarily limited my account and requested I change my password once more, enable XXXX and also improve my security questions and verify my personal information. 

I have since done this and I have taken all the appropriate steps and efforts to ensure that something like this does not happen again. The transaction which was done with compromised credit card, was verified with my email address which was logged on from a foreign site, and funds were used to funnel through a XXXX account that was hacked and since been closed due to my request and evidence provided of identity theft, and so there is no way for XXXX to directly refund me the money. 

I submitted all of the aforementioned documentation I collected from XXXX to XXXX on XX/XX/XXXX and received confirmation from XXXX XXXX that the information was sent to the appropriate department for further review. 
XXXX and behold, on XX/XX/XXXX, I received another call from Chase Card Services saying that the transaction was valid and will be on my statement, and indicated that they needed more documentation to re-open this case. Now at this point, I was absolutely livid and immensely frustrated with how Chase has been handling this case and investigation. Ongoing for over 3 months, I have spent countless hours and days to compile, collect, and sort through documentation in an effort to provide evidence of identity theft via the FTC and identitytheft.gov, police reports, XXXX accounts being compromised, XXXX accounts being compromised and unauthorized changes being done on my account, and have been in numerous phone calls with general chase customer service representatives, chase fraud representatives, and chase card service representatives, and am being constantly spun in circles. As if the stress of dealing with my identity being stolen was not enough and the steps necessary to resolve that, Chase has made this entire situation profoundly worse by dragging my name through the mud and holding me liable for a fraudulent charge done on my account. 

It has become quite evident that regardless of what documentation, evidence, or agencies or even law enforcement that I have involved and took the initiative in reaching out to help out in this investigation, that Chase is refusing to take any of my actions into account and completely disregarding the customer and violating the Fair Credit Billing Act and Regulation E. Additionally, a new security research paper relased on XX/XX/XXXX showed how insecure digitral wallet transactions are, with Chase being on the list, and I have linked that here for your reference : XXXX XXXX XXXXXXXX On XX/XX/XXXX, I received another letter from Chase indicating that that the amount will be rebilled on my account, that the transaction is valid, will remain part of my account balance, and that I am responsible for paying this amount. As you might imagine, this has been an incredibly stressful and frustrating experience banking with Chase and has really severed my trust in their card services team moving forward to the point where I am not likely to continue banking with chase after the way Ive been treated throughout this entire fraudulent charge claim and process. Chase has now been refusing to re-open the investigation, despite the fact that I simply can not provide anymore documentation as I dont have access to anymore and the ample evidence Ive provided serves to stand that this was a fraudulent charge that was made without my permission or authorization. With the balance now showing on my app and my statement, Chase is demanding I pay the minimum payment of {$150.00} by XX/XX/XXXX. However, I am not going to be held liable for unauthorized charges in my account and expect prompt resolution to reverse this charge and receive a sincere apology from executives regarding the way I have been treated and the way this has been handled. Furthermore, this balance has taken a negative hit on my credit at all 3 agencies, and I have since disputed the Chase Freedom Flex account as having a fraudulent unauthorized charge on all 3 credit bureaus and provided all the evidence I provided to Chase over the past 8 weeks.

I am asking for several different resolutions. Given the ample evidence I have provided alongside the identity theft reports, police report, and XXXX and XXXX account security reports, I am requesting that the {$15000.00} be removed from my account. Additionally, I am asking for a sincere apology from the executive team as to how this entire fraudulent transaction has been handled and how I have been strung along like a fiddle asked to provide more and more documentation 3-4 separate times over the past few weeks. Additionally, I would like you to report this as a mistake by your team and to indicate that this was a fraudulent charge to all 3 credit bureaus and to take ownership of the negligence that has taken place here. While this is underway, I would like credit on my account to ensure that I am not responsible for paying any minimum balance or any balance for that matter on the date listed on my app. Lastly, I would like some verbal commitment as to why I should continue banking with chase. I will definitely be inclined if I dont receive effective resolutions to broadcast my entire experience along with all the documentation that I have collected and provided to you with my vast social network, contact my lawyer to pursue this in court, and take the appropriate next steps to ensure a justified resolution for me, the consumer. I look forward to your prompt resolution. 

Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation