Consumer complaint received 2024-01-26 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: VT

Complaint narrative:
On XX/XX/XXXX, a fraudulent charge for {$17000.00} was made to my Chase Sapphire Reserve card at XXXX in XXXX. This purchase was not flagged or alerted to me as fraudulent activity, despite being made in a different state than which I reside ( I currently live in Vermont ), and despite being a highly uncharacteristic purchase, both in location and dollar amount. A second fraudulent attempt was made on this same card the following week, for which there was an alert sent to my phone prompting me to immediately decline the purchase and close the account/reissue a new card. On XX/XX/XXXX, I opened my chase account noting the pending XXXX charge and immediately alerted Chase to the fraudulent activity on XX/XX/XXXX. Within the week, the charge was dropped from my account. I received a phone call from Chase XXXX and returned the call on XXXX, at which time I was told the investigation was being re-opened, as I had reported the card within my possession and the Cartier charge was an in-person purchase, thus raising concern from Chase. I was asked to provide supplementary documentation that would support my claim, but was not provided with any details of what constituted supporting documents. I was denied speaking with a supervisor and was told someone would contact me within XXXX business days. In the interim, I contacted the XXXX Police to file a report, and spoke with the manager of XXXX who asked that Chase directly contact them in order to obtain surveillance footage or other documents that could further support my claims of fraudulent charge. I also modified my alert information through Chase for all future high dollar transactions. I have filed reports with XXXX and XXXX. On XX/XX/XXXX I had not received a phone call back, was again denied a supervisor or any additional information and was told I would receive a call back in XXXX days while my account was being reviewed. I informed them of my correspondence with XXXX and the need for Chase to contact them directly. I received no further contact from Chase until XX/XX/XXXX when I was informed the charge of XXXX was re-issued to my account as a due balance. I was finally able to speak with a manager who, unfortunately, was unable to provide me with details of what she needed from me to further support my claim of fraudulent activity, but re-opened the investigation. I was advised I have 7 days to provide them with additional supporting documents while they re-investigate this charge. They will not provide me with information of what " supporting documents '' means. 

The police report with XXXX XXXX was solidified on XX/XX/XXXX, and I e-mailed Chase 's fraud department on this same day to report to them my conversation with XXXX, and again reiterated that XXXX needs to interface with Chase directly with all future proceedings as they are unable to provide me with any information due to customer privacy issues. I supplied Chase with the direct contact information for XXXX. 

I have in the past requested duplicate cards when I have misplaced a card in my home. It is possible that in one of these prior requests I did not find the prior card, which might provide explanation that the card was in fact lost outside of the home and for how an in-store purchase could have been made. There had been no fraudulent activity on my card, which was otherwise monitored closely, until the XXXX purchase was approved by Chase. 

Chase has failed to engage in correspondence with me while the fraudulent charge was open under investigation, and did not provide me with information of how to support my claim of fraudulent activity despite multiple attempts at contacting Chase. I was denied speaking with a supervisor regarding this until XX/XX/XXXX ( initial request made XXXX and again on XX/XX/XXXX ). This charge of XXXX was NOT authorized by me to XXXX. 

Chase never alerted me to a tremendously sizable purchase that was made in a different state for which I reside, which was both atypical both in dollar amount and nature of the purchase. This was clearly fraudulent, only further supported by a second attempt at fraudulent activity for a much smaller dollar amount the following week, which I immediately declined resulting in closing of the card number. This goes against the credit card companies ' fraud and customer protection policies. 

I am currently awaiting supporting documentation from my HR department to attest to the fact that I was at work the evening of this transaction. 

I am happy to provide any additional details regarding my interactions with Chase or details regarding this activity. I am not sure what to upload as an attached document at this time but can happily supply my verifying information from HR, police reports etc as needed.

Company response to consumer: Closed with monetary relief