Consumer complaint received 2024-09-03 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: FL

Complaint narrative:
Consumer Financial Protection Bureau My Name is XXXX XXXX. I am requesting assistance to resolve a long standing dispute with Chase Bank, which occurred on XX/XX/XXXX. 


On XX/XX/XXXX, my XXXX Chase Credit Cards were used by someone unauthorized to make fraudulent purchases. The Credit Cards Im referring to are as follows : Chase Freedom A/C # XXXX and Chase Freedom Unlimited A/C # XXXX The credit card # XXXX I previously was using through XXXX and it was the only Chase Credit Card that I had associated with XXXX before XX/XX/XXXX. XXXX XXXX, someone using my identity added the # XXXX card to XXXX on XXXX XXXX, XXXX and started making purchases. 


On XX/XX/XXXX, at XXXX, by email ( copy of which I have ) I received correspondence from Chase Fraud Alert requesting that I confirm a Transaction made with Chase Card # XXXX Per Email, Please tell us if you, or someone you authorized, used tour Chase Card ending in # XXXX for Declined Transaction to target.com for {$200.00}. I responded No, somethings wrong. 


At the same time XX/XX/XXXX at XXXX XXXX, I was receiving many text messages from Chase inquiring about other XXXX ( copies of text messages in my possession ) inquiring about both Cards # XXXX and # XXXX. 


At this point, I immediately called Chase and discussed what was happening, and requested both of my XXXX XXXX ( # XXXX and # XXXX ) to be cancelled due to fraudulent activity. 


They canceled both cards immediately and said they will issue me XXXX replacement cards. I received the replacement cards a few days later via US postal Mail and used the replacement cards until I cancelled both on XX/XX/XXXX and fully paid all the purchases that I made. 


Although Chase did reject numerous transactions for both cards, they are holding me responsible ( copies of letters dated XX/XX/XXXX in my possession ) after all these months ( to date ) for the following transactions : # XXXX XX/XX/XXXX XXXX XXXX for {$210.00} ( on line gift card company in XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX for {$190.00} ( on line gift card company in XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX for {$190.00} ( on line gift card company in XXXX XXXX XX/XX/XXXX XXXX XXXX for {$120.00} ( on line XXXX stop shop for gaming needs located in XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX for {$120.00} ( on line XXXX stop shop for gaming needs located in XXXX XXXX XXXX XXXX Total for # XXXX {$850.00} plus penalties and interes # XXXX XX/XX/XXXX XXXX XXXX for {$150.00} ( on line XXXX stop shop for gaming needs located in XXXX, XXXX ) XX/XX/XXXX XXXX XXXX for {$100.00} XX/XX/XXXX XXXX XXXX for {$100.00} Total for {$4600.00} {$350.00} plus penalties and interest I have spoken to at least XXXX different Chase Fraud Recovery individuals whom never sent the documentation I requested of these transaction nor called me back when they said they would. I have copies of correspondence to different individuals in the Fraud Department in my possession that were never answered.

I have complied with their request to report the Fraud to the Police Department of which I emailed to the Fraud Recovery Department on XX/XX/XXXX. 

I have complied with Chases request to make an appointment with a Branch Chase Bank to discuss the situation. My appointment was XX/XX/XXXX with XXXX XXXX XXXX, Bank Associate who told me that this was not an issue he could resolve at the Banks level and told me he was going to get in touch with his Market Director for Chase Bank, XXXX XXXX XXXX, to file a complaint into the department that handles feed back and complaints to escalate this complaint to the higher ups and gave me XXXX XXXX email which I sent an email to on XX/XX/XXXX. To date I have not received a response. 


I have requested from both the Fraud Recovery Department Supervisor and Chase Bank Branch Manager in XXXX XXXX, Florida for an address of Chases Legal Department so that I may hire an attorney to seep through this mess of a situation but was told they did not have a Legal Department. 

On XX/XX/XXXX, I received a report from XXXX that Chase has reported me to the credit bureaus as a Delinquent Account. 

I spoke to XXXX XXXX, a Restoration Specialist ( XXXX, a part of XXXX working on behalf of My ID Care. ( I have this service for many years because I was an IRS Federal Agent and I still have it as retired paid for from the Federal Government because of Federal employee personnel records were hacked several years ago. XXXX XXXX suggested that we do a XXXX way call with a Supervisor in the Fraud Recovery Department to see if we could resolve this problem We ( XXXX XXXX AND I, XXXX XXXX ) spoke to a Supervisor XXXX XXXX who would not give us a last name or ID # ) and she advised me to get in touch with XXXX and get a copy of all XXXX Transactions for XX/XX/XXXX and email it to her which I did on XX/XX/XXXX at XXXX XXXX  ( I have copy of email ) I sent. XXXX stated she would review what I sent her and I would hear from her within XXXX business days which would be XX/XX/XXXX. To Date, XX/XX/XXXX I have not heard from her. 


At this point, another aspect of this situation has arisen I had in XXXX of XXXX and XXXX of XXXX requested all customer detail paperwork on the XXXX transactions above as documentation to verify these transactions and received many pages of transactions Chase rejected but not the ones I requested which I confirmed to XXXX, the Fraud Recovery Supervisor by email and also included in my email to her. 

When I got in touch with XXXX on XX/XX/XXXX, I also found out the time of day for the XXXX transactions which were all processed after I cancelled my XXXX cards on XX/XX/XXXX by XXXX PM. I also have an email from XXXX confirming the time of the transactions. 

( Chase Freedom A/C # XXXX and Chase Freedom Unlimited A/C # XXXX ) Therefore, even though it still remains a Fraud issue, it is superseded by Chase Banks failure to secure my card after it had been cancelled and allowed transactions they should never had. 

They should remove their reporting of a delinquent account for me to the Credit Bureaus as well as correcting their records

Company response to consumer: Closed with explanation