Consumer complaint received 2026-03-10 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: MA

Complaint narrative:
XXXX -- please reference this complaint -and add this complaint as additional information that was not included -- I am writing to supplement my existing complaint against Chase Bank regarding fraudulent charges on my Chase XXXX XXXX credit card . When I first filed, I was unable to include all of the following details, which are critical to understanding how Chase mishandled my case. The new card associated with the old card is XXXX XXXX XXXX The card where the fraud occurred was cancelled and is ending in XXXX I am the primary account holder, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. The unauthorized charges of approximately {$10000.00} were made between XX/XX/XXXX and XX/XX/XXXX by my daughter, XXXX XXXX, through a separate XXXX account using my card. This is XXXX of the many frauds she did with other credit cards as well. Key additional facts : 1. On or about XX/XX/XXXX, I called Chase to remove XXXX XXXX from my account and to ensure she had no further access to the card. I was told this was done, but in fact she was never removed from the account and was later able to use the card without my authorization starting in XX/XX/XXXX. 2. On or about XX/XX/XXXX, I discovered the unauthorized charges and reported fraud to Chase. I requested that my card be canceled and that a new card not be issued in my daughters name. Chase instead issued a new card with her name on it, which further undermines any claim that I authorized these later transactions. The new card was sent to me and I destroyed it and called them asking why they did this! The account was cancelled and they have confirmed she has been removed! 3. After I reported the fraud, Chase repeatedly opened and then closed my fraud claim, telling me each time that the claim had to be closed within XXXX days. I estimate this has happened XXXX to XXXX times. Each time the claim was closed, I had to reexplain the situation and resubmit information, causing significant delays and confusion as there was not XXXX contact person but many ; all over the world many of the customer service reps had communication barriers and consistently provided me with incorrect information. 4. I have already provided Chase with complete XXXX purchase history for the relevant period, clearly showing which orders are mine as they asked in the form a spread sheet from XXXX for all my purchases since XXXX! All other charges on those dates ( XXXX XXXX XXXX, XXXX ) are fraudulent. Despite this, Chase has continued to insist on additional documentation while limiting the investigation window to XXXX days and then closing the case, which has prevented a fair and complete review of the unauthorized charges. 5. I have been routed through multiple Chase representatives, some located in other countries, and have received inconsistent information. XXXX representative told me that all disputed charges would be waived, while another representative provided an incorrect phone number for the XXXX XXXX Police to call to get information so they can complete their investigation, delaying the police report by approximately XXXX month. Then Chase reps will tell me I need a police report in XXXX days and close out the case when the police can not obtain the documents they need in this time frame ; especially after being given the wrong phone number. It was not until over XXXX month later I was informed the phone number was incorrect by a Chase rep. 6. I have requested call recordings from Chase to prove these events, but I was told that I must hire a lawyer to obtain them. Per consumer protection laws I am legally entitled to them and the purchases they claim I made -- I am now requesting that Chase preserve and produce all call recordings and system notes from : - My call on or about XX/XX/XXXX regarding removal of XXXX XXXX. - My call on or about XX/XX/XXXX reporting fraud. - Any subsequent calls where representatives gave the wrong policedepartment phone number or otherwise misdirected me. Important notes ; XXXX XXXX removed from account XX/XX/XXXX and card physically destroyed. I placed a call to Chase to remove her as an authorized user. Chase did not do this. A police investigation for this fraud is currently under investigation by the XXXX XXXX Police Dept. case # XXXX. I have been told there will be a warrant for XXXX XXXX issued due to this fraud and others. XX/XX/XXXX XXXX XXXX min call from XXXX I was called by a rep from Chase and told I needed a lawyer to get a call log and the records for the purchases. It should be noted only a few items were disclosed to me what was purchased. They can obtain them and told me they did not need them as I am responsible!! I respectfully request that this information be added to my existing complaint file and considered in your review of Chases handling of my case.

Company response to consumer: Closed with explanation