Consumer complaint received 2025-03-20 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: NC

Complaint narrative:
Subject : Complaint Regarding Identity Theft Dispute Handling By Chase To Whom It May Concern, I am submitting this complaint against Chase Bank for its failure to properly investigate and resolve my identity theft dispute, in violation of federal consumer protection laws. 

Statement of Facts : On XX/XX/year>, I submitted identity theft documentation regarding my Chase credit card account ending in XXXX. My submission explicitly stated : " I am disputing the Chase Bank credit card which was used without my authorization. I am a victim of identity theft and did not authorize or use this account. I request that the statement balance be reduced to zero and all records reflect this account as fraudulent. '' Despite this, Chase closed my complaint without resolving the dispute, citing conflicting statements due to my report listing both the account and unauthorized transactions as fraud. Chase refused to take further action, even though I provided substantial supporting evidence, including medical records and fraud affidavits, to demonstrate that I was a victim of identity theft and did not authorize the disputed transactions. 

To clarify my position, I have since submitted an updated FTC Identity Theft Report and additional supporting documentation stating that while the account itself is valid, the transactions in question were unauthorized and fraudulent. Chase still has not properly addressed this matter. 
Legal Violations by Chase : Chases handling of my identity theft claim appears to violate multiple consumer protection laws, including : 1. Fair Credit Billing Act ( FCBA ) - 15 U.S.C. 1666 o Under the FCBA, credit card issuers are required to investigate billing disputes, including fraudulent charges, within two billing cycles ( not exceeding XXXX  days ) of receiving a complaint. Chase failed to conduct a reasonable investigation and improperly dismissed my claim without fully reviewing the evidence provided.

2. Fair Credit Reporting Act ( FCRA ) - 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( A ) & 1681s-2 ( b ) o Chase has a legal obligation to conduct a reasonable investigation into disputes and correct inaccurate information on my credit report. By closing my complaint prematurely, Chase failed to meet its duty to verify and correct fraudulent activity.

3. Regulation Z ( 12 C.F.R. 1026.13 ) o This regulation under the Truth in Lending Act ( TILA ) requires creditors to investigate and resolve billing errors, including unauthorized charges. Chases claim of " conflicting statements '' does not absolve it of its responsibility to investigate and resolve unauthorized transactions.

Relief Requested : I am requesting that Chase : XXXX. Conduct a proper investigation into my identity theft claim. 
XXXX. Reverse the fraudulent transactions and adjust the statement balance accordingly. 
XXXX. Correct any negative credit reporting associated with the fraudulent charges. 
XXXX. Provide a written explanation of its findings and actions taken. 

Chase had ample evidence to determine that the transactions were fraudulent, including medical records, fraud affidavits, and FTC reports. Their failure to take action violates consumer protection laws, and I urge the CFPB to investigate Chases non-compliance with these regulations. 

Thank you for your time and assistance.

Company response to consumer: Closed with explanation