Consumer complaint received 2023-12-23 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: TX

Complaint narrative:
On XX/XX/2023, XXXX charges ( from various towns within XXXX ) posted on my Chase Freedom credit card account that were fraudulent. I contacted Chase right away and informed Representative XXXX of the fraudulent charges and they removed them from my account. Approximately XXXX months later, these same XXXX charges ( with the same original posting date ) posted again on my account. I called Chase again and spoke to Representative XXXX. This person informed me that they had reviewed the charges again and that they found them to be not fraudulent, and thus re-posted them on my account. This person also told me that it was my fault for not reporting the card stolen when I called the first time back in XXXX. I explained that I didn't know the card to be stolen. In fact, I have the physical card to my account in my hand ( in XXXX  ). Additionally, when I called Chase the first time back in XXXX reporting the charges as fraudulent, the card should have been marked comprised by Chase. Representative XXXX said they would reopen the fraud case. I received a call back from Chase a few days later and I, again, explained to another person ( Representative XXXX ) everything I've written above. I was even willing to prove that I had all associated cards to this account in my hand in XXXX Representative XXXX said they would get back with me. I have not received a call back but I did receive a letter in the mail indicating that they have again concluded the charges as not fraudulent. 

Overall I was not in XXXX at the time. I can prove I was in XXXX  at the same time because I was getting my marriage license in XXXX, XXXX at the courthouse. Chase has not provided me any proof that the purchases made in XXXX at the same time were made by myself. Additionally, I don't have any proof of the physical card ( including number, expiration date and CVV ) of how the purchases were made. If this does not get resolved, I plan to file a police report and also file a complaint with XXXX. 

What I think may have happened I'm not XXXX XXXX sure because I don't have proof, but I did try to explain this to Representative XXXX was that the old, metal card that was the same card number as the compromised account, was stolen from the mail and used. I downgraded my Chase Sapphire account to a Chase Freedom account. When this happened, Chase mailed me out the new XXXX card ( plastic ) to replace my XXXX  card ( metal ). At the same time, my husband downgraded his Chase XXXX to a Chase Sapphire account. Similarly, Chase mailed him out the new XXXX card to replace his XXXX card. We both mailed back our metal cards ( my XXXX, his XXXX ) in the pre-addressed card-return envelope back to Chase ( specifically used for the metal cards because they're hard to destroy ). In what can't be pure coincidence, BOTH of our associated Chase accounts were comprised on or around the same date in XXXX and also in XXXX. We believe that the cards that we mailed back to Chase- in the Chase provided envelope - must have been stolen in the mail on its way back to Chase. If this is what has occurred, I would ask Chase why the downgraded cards were not placed out of service at the time the account was downgraded and a new card was issued for the account.

Company response to consumer: Closed with monetary relief