Consumer complaint received 2024-03-20 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: TX

Complaint narrative:
I am writing to file a formal complaint regarding an incident that began on XX/XX/XXXX, involving the unauthorized use of my Chase credit card to make multiple ad purchases for a hacker 's product ( XXXX ) using the card on file at XXXX. Despite multiple attempts to resolve this issue directly with XXXX and Chase XXXX Department, the matter remains unresolved, and my account remains compromised to this day. 

On XX/XX/XXXX, I discovered that my XXXX account had been hacked and utilized to make several unauthorized ad purchases. I immediately contacted XXXX, providing them with reference numbers for the fraudulent charges, and sought assistance in resolving the issue. However, despite my efforts and numerous follow-up attempts, I have not received any updates or assistance from XXXX regarding XXXX resolution of this matter. Additionally, despite going through security update procedures, my account was hacked for a second time in XXXX, further exacerbating the situation. 

In response to these unauthorized charges, I promptly reported the issue to Chase, my financial institution, who took the appropriate steps to reverse XXXX charges totaling {$2400.00} ( {$750.00}, {$750.00}, and {$900.00} ) and issued me a new credit card to prevent further unauthorized transactions. 

However, my ordeal did not end there. On XX/XX/XXXX, I received a call purportedly from the Chase XXXX Department at XXXX, informing me that XXXX had submitted documents to validate the charge of {$900.00} as legitimate. When questioned about the information provided, I was told that the name and email address matched, despite my insistence that this information was compromised during the initial hacking incident. The representative assured me that they would reinvestigate the matter and provide me with an update. 

Regrettably, on XX/XX/XXXX, I received another call from the same number, informing me that the charge had been deemed valid upon reinvestigation. Once again, when pressed for details on the information used to validate the charges, I was told that the name and email address matched, a repetition of the previous explanation. I expressed my frustration and explained that this information had already been compromised during the initial hacking incident. The representative advised me to contact XXXX to obtain proof of the unauthorized access to my account. However, given that I have been unable to regain access to my account since it was hacked and XXXX has failed to respond to my inquiries since XXXX, this suggestion is not a viable solution. 

This entire ordeal has caused me significant distress and frustration. Not only have I been a victim of identity theft and financial fraud, but I have also been met with a lack of accountability and support from both XXXX and Chase. Despite my best efforts to rectify the situation, I find myself stuck in a seemingly endless cycle of bureaucratic inefficiency and indifference. 

Therefore, I am formally requesting the assistance of the Consumer Financial Protection Bureau in investigating this matter and advocating on my behalf to ensure that justice is served. I urge you to thoroughly investigate the actions of both XXXX and Chase in handling this incident and to take appropriate measures to hold them accountable for their negligence and failure to protect consumers like myself from fraudulent activities. 

Thank you for your attention to this matter. I eagerly await your response and assistance in resolving this distressing situation.

Company response to consumer: Closed with monetary relief