Consumer complaint received 2024-03-22 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: CA

Complaint narrative:
On XX/XX/XXXX, I was pick-pocketed in XXXX, XXXX. My wallet with XXXX credit cards ( XXXX, Chase ), a debit card ( XXXX XXXX XXXX ), and my ID and XXXX card were all stolen. It was our last night there ; we were flying home early the next morning. Within XXXX minutes, when I realized what had happened, I locked my credit and debit cards using the Chase, XXXX and XXXX XXXX XXXX  apps on my phone, and I requested new cards. Almost immediately, within XXXX minutes after the theft, I received a text from XXXX XXXX XXXX stating they'd declined a transaction. Around the same time, I received an email from Chase, stating they had declined a transaction. We flew home on XX/XX/XXXX. I received a XXXX email from Chase on XX/XX/XXXX stating they'd declined another attempted purchase. I kept checking my online accounts, and followed up if/when I saw fraudulent activity. I called Chase on/around XX/XX/XXXX or XX/XX/XXXX because I saw a charge of {$1500.00} at an XXXX XXXX in XXXX. The Chase person I spoke with apologized when I told her I'd locked the card on XX/XX/XXXX on my mobile app and had already placed an order for a new card. I thought the matter was done. Then, 3 days ago I received a letter from Chase stating I was responsible for the fraudulent {$1500.00} charge because " You gave authorization to the user involved in this transaction. '' This is a complete lie. I called and spoke with a Chase Fraud supervisor on XX/XX/XXXX. She basically accused ME of lying and of making the purchase, even after I repeated the entire chain of events to her. She said she would " re-open '' the investigation, after spending about XXXX minutes interrogating me. Shocked and dissatisfied, the next day, on XX/XX/XXXX, I called Chase 's customer service dept. and spoke to a supervisor, again explaining the story. This person was more sympathetic, however, she told me the supervisor I spoke with on XX/XX/XXXX wrote that the case was closed BECAUSE I COULDN'T PROVE I HADN'T MADE THE PURCHASE. The implication was that I would have to provide witnesses who confirmed I WAS NOT at the store the night of XX/XX/XXXX! My husband then asked if we could speak with someone even more senior at Chase. We were then connected with Chase 's executive office. We repeated our story ( my husband was with me when the theft occurred ), and this Chase rep gave us a case number and phone number to call. We're waiting to hear from the person who's been assigned our " case, '' and am still seeking resolution. I am completely shocked by this experience ; at XXXX years of age, I've never had my credibility or honesty disputed in this way. I'd like to warn all Chase Sapphire customers to beware of what can happen if they are the victims of crime related to their Chase cards. ( By the way, XXXX XXXX XXXX and XXXX both treated my case XXXX degrees differently. )

Company response to consumer: Closed with monetary relief