Consumer complaint received 2025-01-04 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: MD

Complaint narrative:
I am the primary account holder of the Chase acct # ending in XXXX. In XXXX, around XX/XX/XXXX, I received a text regarding fraudulent charges for XXXX ( {$350.00} ) and XXXX ( {$3.00} ), XXXX purchases in XXXX, I did not make. I reside and work remotely in XXXX, XXXX. I was located at XXXX XXXX XXXX XXXX at the time that I received the " did you make this purchase '' text. I responded " NO '' to the notification text and I immediately called Chase to report that I did receive the text, I did not make those charges and my card was in my possession at that time. They immediately closed my account was closed and issued me a new card, ending # XXXX. I shared I had the physical card in my possession at that time and do not recall ever losing it prior to the fraudulent charges. I did receive a letter on XXXX XX/XX/year> from Chase 's fraud department : Dear XXXX XXXX XXXX : Thank you for letting us know about the unauthorized use of your account above. 
Here 's what you should know We closed your account. 
A replacement account number was opened and a card mailed if one was requested. 
If you haven't received it, please call us at XXXX. 
If the account is past due, the new card won't work. 
We put temporary credits on your account for the unauthorized transactions. You aren't required to pay for the unauthorized transactions or any related interest charges or fees while we review your claim. 
You'll see these adjustments at chase.com or on one of the next two billing statements. 

Please take these actions on your account Destroy all cards and access checks associated with your old account number. 
Contact merchants that automatically bill the account with the new replacement account number. 
Make at least the minimum payment on the valid portion of your balance. 
Tell anyone else who uses the account that it's closed. 
Review the current terms and conditions as they still apply. 
If your account earns rewards, check your rewards activity If you redeem rewards through Chase, we'll transfer your earned rewards over to the replacement account number, but remove any rewards from unauthorized transactions. If you used rewards earned on unauthorized transactions, we'll deduct future rewards to replace the negative balance. 
Rewards previously earned and transferred to a partner 's rewards program won't change. Any rewards earned in the current billing period are transferred to the partner rewards program. 
See your Rewards Program Agreement for full details about your program. 

If you have questions or see additional unauthorized activity, please call us XXXX. We're hereMonday through Friday from XXXX a.m. to XXXX p.m. XXXX XXXX. 
Sincerely, Fraud Department As previously mentioned, I immediately called chase to report the fraudulent charges. On XXXX XXXX, I received a letter, apparently post investigation stating : Update : We completed our review of unauthorized transaction ( s ) on your account Your account ending in XXXX Dear XXXX XXXX XXXX : Thank you for contacting us on XX/XX/year> about an unauthorized transaction on this credit card account. Wecompleted our review and would like to share the results of our investigation. 

You are responsible for the following transaction ( s ) Date of Transaction Amount Merchant Name or Transaction XX/XX/year> Description XXXX XXXX XXXX XXXX XXXX Reason : You notified us that this transaction is valid. 

Date of Transaction Amount Merchant Name or Transaction XX/XX/year> Description XXXX XXXXXXXX XXXX  XXXX Reason : You notified us that this transaction is valid. 

You can see this in your balance now at chase.com and on one of your next two billing statements. 

We closed our fraud investigation If you contacted us about additional unauthorized transactions, we'll address those in a separate letter. 
If any of the transactions above were previously credited Chase Pay 'Pay with Points ' transactions, and you want to reapply them for statement credit, please visit your card rewards program at chase.com or call the number on the back of your card. 

If you have questions, please call us at XXXX. We're here Monday through Friday from XXXX a.m. to XXXX p.m. XXXX XXXX. 

Sincerely, Fraud Department I am a loyal, long term Chase credit card holder. I've never had any issues in the past, and my account remains current and bills paid off and/or on time. Although this is not the first time my credit cards have been compromised or cloned, this is the XXXX time I'm being charged for purchases I did not make, nor approve. I advised Chase to do whatever they needed to do to reopen the investigation to reinvestigate, run camera 's, cell phone tower records, etc. and remove those charges from my statement and balance because I did not make either purchases and I informed them immediately. I am looking forward to an update/resolution to this ASAP.

Company response to consumer: Closed with monetary relief