Consumer complaint received 2022-12-22 00:00:00
Product: Credit card or prepaid 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: TN

Complaint narrative:
Over the past several years since opening my Chase sapphire card in 2016, I have been subject to identity theft/fraud on this account on multiple occasions. Each time a fraudulent charge ( s ) have been found on my account, I opened a claim with the Chase XXXX Department, which many were ongoing and under still investigation with no updates. 

I recently was enrolled in paperless statements without my knowledge I guess sometime last year by unknowingly clicking to enroll in it on my online access. As a result, I never received a mail copy of the Notice of Claim ( s ) resolution in which they conveyed action through issuing a credit in the amount of {$21000.00} to my account balance, which put me around a zero balance with my {$21000.00} credit limit. 

Because I never was notified by mail or phone call of the claim resolution, I was terrified of this payment viewing my statement and thought it was criminal activity on my account. When I called Chase to ascertain the origin of this {$21000.00} payment, they never gave a clear answer and did not convey the identity/origin of the payment, which showed as a " phone payment '' on the statement, when it really was a credit from the XXXX XXXX  at Chase. As a result, I told the to reverse the payment, which of course, they promptly did. 

Whenever I would call and speak to multiple people, no one would acknowledge that it was a credit issued from the XXXXXXXX XXXX  as a result of the multiple fraud claims being open and I had no idea about the notice letter which explicitly conveys it was the XXXX XXXX resolving the claim in my favor. They exploited my ignorance, busyness, and age in having difficulty accessing online access to my chase account which show the statements and notice letters, ( which I never received in mail because of my unknowing enrollment in paperless notifications ) which clearly show where the origin of the credit/ '' payment '' came from. 

Being a physician on call 24/7, I am very busy and do not have time to call chase for 2 hours on hold without any progress and such ambiguity of answers, which I have had to do on multiple occasions with no progress. So, I just dealt with the balance and made payments on it since with 26 % interest ( paying about XXXX a month in interest with the large balance ). 

Recently with the help of my son who acknowledged it was probably the XXXX XXXX that issued that payment, we went to a branch to get this resolved. No one would acknowledge where the " phone payment '' came from, or the " reversal of such payment '', as shown on the statement. Payments clearly are not shown are payment reversal unless it is because of insufficient funds. This shows the unethical and dishonest practice they do with wording at their convenience, with the customer suffering at their greed. It was clearly chase that issued the credit, and they were exploiting my ignorance and incompetency for their gain. This is highly unethical.

Company response to consumer: Closed with explanation