Consumer complaint received 2025-05-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
Incident Details As of at least XX/XX/XXXX, I became a victim of identity theft when I discovered that someone had used my Social Security number to open an unauthorized Chase Freedom credit card account. This account was found by my using the XXXX XXXX app. 
I reported this to the Social Security Administration and requested that my SSN be flagged. 
I also filed an FTC identity theft report and began the process of securing my identity. 
Actions Taken-Communication Records On XX/XX/XXXX, I : Contacted the three major credit bureaus ( XXXX XXXX XXXX ) and submitted all required documentation. They already have made the adjustment. 
Contacted Chases Fraud Department at XXXX and was told an investigation would be opened. 
Called them again XX/XX/XXXX to get updates. 
XX/XX/XXXX, they mailed me the 12 months of statements. These are incomplete based on the age of the account. 
XX/XX/XXXX, they mailed the first update that I am responsible. 
On XX/XX/XXXX after receiving a letter from Chase claiming I was responsible for the account, I : Called Chase immediately and learned that the fraudulent account was tied to an address in a state I have never lived in. 
I was told by Chase that that the investigation was closed because " I never responded '' despite no contact being made to my actual phone number or address. 
They were contacting the phone number associated with the fraudulent Chase account not mine. 
On XX/XX/XXXX, I requested a re-opening of the investigation, and submitted via email to the fraud department : My W-2s Driver Licenses issued from XXXX-Present Filed report with FTC In the following week ( around XX/XX/XXXX ) I received notice from at least 2 Credit Bureaus that they had completed their investigations, and promptly removed the account from my credit report. 

On XX/XX/XXXX I received yet another letter from Chase, once again stating the account was valid " in accordance with the cardmember agreement, '' yet : I have never seen or signed any agreement with Chase in my life I have requested to be shown any signed documentation to date, none has been provided. 
I was told two different times that someone from the back-end Chase Fraud recovery team would call me and either A ) explain the results or B ) clarify any information with me, and none of that happened. 
On XX/XX/XXXX, I spoke to the Fraud recovery department again. Their reasoning for deeming me responsible for this account is that they sent me statements in the mail and received no response. 
Refer back to XX/XX/XXXX when I received the incomplete set of statements. Your letter says, verbatim : So if you requested copies and you dont see all the statements you requested in this envelope, rest assured additional statement copies will be sent to you in a separate letter. 
This separate letter was never received, so I was led to believe that there are additional statements from XXXX, which I could reasonably expect to receive in the mail. It is for this reason that I am now attaching the statements to this letter with my unequivocal denunciation of these charges. I fully refute this entire account, which was made in my name by a malicious third party.

Company response to consumer: Closed with non-monetary relief