Consumer complaint received 2024-04-11 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:
On XX/XX/XXXX, I traveled to XXXX for a football game. That night my phone and wallet were stolen. My wallet had all my credit cards and debit card and Driver 's License. This person on XX/XX/XXXX and XXXX made purchases using all my credit cards and debit card from various financial institutions. They also opened a XXXX Credit Card using my stolen phone. Every other bank except for Chase Bank found me not liable for those unauthorized charges. XXXX XXXX also found me not liable for the charges and closed the new account and removed it from my credit report. Chase Credit Card XXXX continued to tell me that the person provided information only I would know. I told them they had everything they needed since they had my driver 's license and my cell phone. My cell phone has all my personal information including copies of my Social Security and XXXX and passwords to all accounts. I flew back to XXXX XXXX the next morning on XX/XX/XXXX and called all the financial institutions once I arrived back to my apartment using my roommates cell phone. All account cards were reported as stolen and closed. New cards were sent to me. The denial seems odd to me because Chase Bank reversed the charges and did not find me liable for the charges made on my debit card. They gave me a permanent credit but they deny my fraud claim on their XXXX credit cards. Some of the charges were made while I was in the airplane and back in North Carolina. Not possible that it was me. All the charges were made in XXXX TX. The bank refuses to remove the unauthorized charges after multiple attempts to resolve this. I have provided them all supporting documentation that they requested. 

Documents sent to Chase : New Driver 's License. 
Flight Itinerary and Lost Baggage Claim. 
Lost phone claim and receipt with tracking. 
Card statements from other institutions that approved my fraud claim. 
FTC XXXX theft report. 

I filed a police report, here is the information : XXXX Police Department Police Report. 

Report XXXX : XXXX. 

Date of XXXX : XX/XX/XXXX. 

Report Filed : XX/XX/XXXX. 

Address of XXXX : XXXX XXXX XXXX, XXXX TX XXXX. 

Name of XXXX : XXXX XXXX. 

See the Following Unauthorized Charges that Chase is denying my claim : XXXX ending in XXXX. 
XX/XX/XXXX XXXX XXXX XXXX {$1600.00}. 

Card ending in XXXX. 
XX/XX/XXXX XXXX XXXX # XXXX {$1100.00}. 
XX/XX/XXXX XXXX XXXX XXXX. {$1000.00}. 
XX/XX/XXXX XXXX XXXXXXXX {$1100.00}. 
XX/XX/XXXX XXXX XXXX XXXX {$1000.00}. 
XX/XX/XXXX XXXX XXXX XXXX {$1200.00}. 
XX/XX/XXXX XXXX XXXX XXXX {$1100.00}. 
XX/XX/XXXX XXXX XXXX XXXX {$1000.00}. 
XX/XX/XXXXXXXX XXXX # XXXX {$500.00}. 
XX/XX/XXXX XXXX XXXX {$1200.00}. 
XX/XX/XXXX XXXX XXXX {$1500.00}. 
XX/XX/XXXX XXXX # XXXX {$510.00}. 

I do not have this kind of spending pattern ever and Chase says it is still not fraud. I have XXXX personal checking account, XXXX personal savings account, XXXX business accounts, and XXXX credit cards. I have been a customer since XXXX and they are refusing to honor their commitment for fraud liability. 

This is unfair and horrifying especially after being a victim. How can they expect someone to pay XXXX for purchases they did not make. They basically said that it is my fault and that I have a responsibility to protect my information better. That it is part of my card agreement. 

I hope for a resolution in my favor. This will ruin my financially.

Company response to consumer: Closed with monetary relief