Consumer complaint received 2024-12-17 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: TX

Complaint narrative:
I had several charges to XXXX and Spree, and I exchanged gold coins between late XXXX and early XXXX for {$1600.00} in charges after my phone was stolen. I had to buy a new phone from a friend. A few days later, when I became aware of the charges, I immediately reported all of them. I asked if I should file a police report, and they told me it wasn't necessary, as my card is protected from these types of fraud charges. I filed the claims at the beginning of XXXX and heard nothing until XX/XX/XXXX, when I noticed {$1600.00} appear on my card. I called Chase first thing in the morning to ask why they never contacted me or requested anything regarding this case. The representative said, " Sir, we called you today, '' which was not true ; I had no voicemail or call from any Chase number or Chase fraud department. Then they said they couldn't provide me with any more information, except to send documents and files to help my case to Chase Recovery, which I did. I included charges from my XXXX XXXX credit card showing that my card was accessed during the same period as the XXXX charges, and XXXX XXXX sided with me, refunding the fraud charges. 

On XX/XX/XXXX, I was finally contacted by someone from Chase regarding the matter and was told to send my XXXX XXXX transaction copy to them. However, I have no cards connected to this phone, so I sent them screenshots of that information with timestamps. I also included the XXXX support number they told me to call to request it. XXXX does not keep a history of XXXX XXXX transactions and told me to call Chase, provide them with my case number, and explain that they have no access to such records. 

During this time, I had numerous fraudulent activities on my card, even after the replacement, with online merchants that don't have a presence in the XXXX. On XX/XX/XXXX, charges of {$50.00} and {$49.00} were made to XXXX while the card was in my possession. I claimed fraud immediately, and I was sent a new credit card again. This time, the charges were refunded due to incomplete personal information sent to Chase by XXXX. 

On XX/XX/XXXX at XXXX PM, I received a call from Chase 's fraud supervisor telling me they are sticking with their decision. He said he had XXXX pages of documents relating to the charges from the merchants, and he would send them to me after we spoke for XXXX minutes. He could not explain why the charges were refunded on XX/XX/XXXX but not the previous month when the issue began with my XXXX XXXX, Chase debit, and Chase credit card. He kept saying it was because the merchant provided them with my name and address, minus the apartment number, and my name was missing the XXXX numerals XXXX. We spoke, and I requested those documents. He told me it would take XXXX business days to mail them to me. Then, at XXXX PM, he called back and said Chase 's system wouldn't allow the documents to be sent. He then stated the reason why they wouldn't refund the charges : because of XXXX XXXX. He also admitted that the documents were actually used in my favor for the XX/XX/XXXX charges because he told me my name and address were incomplete on some of them and some had completely wrong personal information and addresses once he returned my call to tell me they can't send the documents because Chase sided with you on the XX/XX/XXXX charges and they don't have documents to send me for late XXXX and XXXX after previously telling me they had XXXX pages to send me and he was putting a request in. 

I requested those documents today, XX/XX/XXXX, and asked why the charges committed at a later date, which were fraudulent, were refunded, but the ones from a month prior were not. He stated it was because of XXXX XXXX  and said it was my fault my phone was stolen because I didn't do enough to protect it during my last call with Chase on XX/XX/XXXX at XXXXXXXX XXXX Central Time. The call lasted XXXX minutes and I kept asking why my debit card charges were all refunded and I received letters confirming that and his response is sorry sir we don't have access to that information its a different dept.Then stated I can call them and ask why they sided with me on the stolen card, and apple charges but he added it wouldn't change the decision. He advised me to waste more time calling chase debit card even though it wouldn't matter. All he did was recommended stuff and when I asked if that would help he said no. Police report would do nothing, chase debit card reversal wouldn't help, XXXX XXXX refund reports and letters wouldn't help. 

I have been sent in circles by Chase for the last month, and it continued for over an hour today. Having him call back and try to explain why the charges stayed on my account made even less sense and honestly confused me even more. I have never had a company call me back to explain the situation in such a poor way, and after an hour, they told me they would not send me any documents and that it was my fault my phone and information were stolen. The supervisor even said it wouldn't matter if I had a police report because it was my fault, regardless. I closed my account immediately after due to the poor customer service and victim blaming.

Company response to consumer: Closed with explanation