Consumer complaint received 2024-05-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
Contacted Chase Bank to report lost card and fraudulent charges on XX/XX/2024 after reviewing my end of the month statement. Approximately {$3600.00} were charged to my card over ten days and at locations I have never visited before and others I rarely visit. Several of the charges were for amounts over {$200.00}. The charges began small and escalated over the period. Not once during this period did Chase Fraud Alerts notify me of these highly unusual transactions. 

Chase initially took my report, reversed the charges, and began their fraud investigation. They did not provide any information or suggestions on what I could do to help support my case. They asked if the card was still in my possession, I wasn't sure as I had just noticed the charges. They interpreted that as " the card was still in my possession '' as I'd later learn. After that call I checked my things and could not find the card. My spouse still had their copy though. 

Chase Fraud contacted me again on XX/XX/2024 to reject my report and notify that I was responsible for the charges. The only explanation was " You Received Benefit from this Transaction ''. I refuted and asked for appeal. They told me on that call that I admitted before to having the card. I disagreed and reiterated that is not what I said before. I wasn't sure I had the card at that time since I had called Chase as soon as I noticed the fraudulent charges. The agent was quite rude and kept insinuating that I had admitted to having the card. The agent claimed there was no-way a card could be faked so by their claim that I had the card the charges were valid. I reaffirmed I had lost the card and even so it is well know that cards can be stolen and faked. Skimmers are well reported in the news. 

On around XX/XX/XXXX, I received a call from Chase Fraud where the agent said the case would be reviewed again only if I provided evidence that I was not responsible. I asked what kind of evidence and they said anything that shows you were not there. I told them I'd need some time as I was scheduled for a business trip and would promptly email them whatever evidence I could find as soon as I returned. 

On XX/XX/XXXX, I emailed them the supporting evidence supporting I was not in the location of the charges. I sent them copies of my work schedule, Gym check-in logs, purchases made with other Chase accounts, geotagged photos. All showing I was in another city on the day of the fraudulent purchases. 

Chase Fraud contacted me again on XX/XX/XXXX, and again they claimed the charges were valid. The agent then claimed they had not received my attachments but could not view them. The attachment was originally a zip file so while on the call I resent all the attachments individually. 

Chase Fraud contacted me again on XX/XX/XXXX, and yet again claimed the charges were valid. I asked if my attachments were received and reviewed and the agent only said those go to the investigator. I asked for documentation to be sent to me supporting their decision and the agent said they could not do that. I asked to be escalated to a supervisor and they only reiterated what the first agent said, and when I again asked what evidence would help my case I was finally told I need to file a police report. The agent was rude again and said I should have know that, of which I replied that I never had to deal with fraud charges before and I asked previous agents what evidence to provide and they never mentioned filling a police report. The supervisor said I needed to call each of the individual stores and follow up with them, but would not provide me with contact information. Many of the charges only listed a Vendor Name, I had no way of knowing which store the charges even took place at. 

On XX/XX/XXXX, I received letters that the fraud claim was closed and the charges still applied to my account. I also received a letter claiming they could not contact me which is false as I've not missed any calls. 

I have now filed a police report and will be sending that and a copy of this complaint to Chase and request yet another review of these fraudulent charges.

Company response to consumer: Closed with explanation