Consumer complaint received 2024-09-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: JPMORGAN CHASE & CO.
State: MN

Complaint narrative:
On XX/XX/2024, I pulled a credit report and found 2 fraudulent accounts under my name through Chase Bank. I called Chase Bank immediately and talked with someone and told them the situation. I was told it would take up to 60 days for a response from Chase Bank. The employee told me that they would send a form to fill out that I would send back to Chase Bank. I also filed a police report immediately ( attachment included ). 

On XX/XX/2024, I hadn't heard anything or received anything from Chase Bank. I called the fraud department again. It was a very difficult, long process because I had no information on the accounts. I spoke to a fraud department employee about Chase Bank not contacting me, and they said again that they would send me a form to fill out that I would send back to Chase Bank. I never received that form. I also found out the accounts were still active and not closed. All of the contact information was still that of the person who committed the credit card fraud. It was never changed from the XX/XX/2024 phone call. I requested the account closures on XX/XX/2024 so the cards in question could not be used and any mail would come directly to me. That did not happen. On XX/XX/2024, the phone call was successful in closing the accounts officially and they mailed confirmations to me ( attachments included ). The fraud department stated they would reach out after their investigation. 

I found out later that the address on file still had never been changed officially until I went into an in-person location on XX/XX/2024. They claim they responded to me in writing on XX/XX/2024, but I have no record of that. 

On XX/XX/2024, I went into a local Chase Bank to talk to Chase Bank Officer XXXX XXXX in person and to assist with calling the fraud department. I had not received any information or follow-up from the fraud department. The fraud department stated to XXXX XXXX that all I needed to do was send a police report in and it would be taken off. I emailed a copy of the report to the fraud department ( email attached ). 

On XX/XX/2024, I received a call from Chase Bank 's fraud department asking for more information. I sent the information requested ( email attached ). 

On XX/XX/2024, I went back into the local Chase Bank and XXXX XXXX filed a complaint to the highest level of Chase Bank on my behalf. I have a copy of the complaint ( attached ) that explains everything that happened and the multiple types of proof I submitted to show that I did not authorize or open these accounts. She was also able to confirm that payments were happening on a monthly basis from an account that did not belong to me. 

On XX/XX/2024, the Chase Bank escalation department called. I spoke to XXXX who transferred me to XXXX XXXX who requested all the information and evidence again and to email the fraud department again ( email attached ). 

On XX/XX/2024, I received a letter in the mail from Chase Bank stating they considered one account valid and that this was their final review. Again, I never authorized or opened it. I have not received any information about the second account ( attachment included ). 

I have done everything they have asked and communication has been very poor.

Company response to consumer: Closed with explanation