Credit card or prepaid card -- Other features, terms, or problems -- Complaint #4775361

Complaint Overview

Complaint ID: 4775361

Company: Jpmorgan Chase & Co.

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems

Sub-Issue: Problem with customer service

State: Connecticut

ZIP Code: 06492

Date Received: 2021-10-03T12:00:00-05:00

Date Sent to Company: 2021-10-03T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Issue : I am a victim of credit card fraud but Chase has held me responsible for a fraudulent credit card charge, which is illegal according tot he Fair Credit Billing Act. Timeline of events : Around XX/XX/2021, I received a text message from Chase on my mobile phone device indicating that suspicious activity had occurred with one of my credit cards. Chase asked me if I had authorized a purchase from XXXX XXXX and I indicated that I did NOT authorize those charges. When I logged into my online account, I saw a charge for {$1700.00} and some additional charges related to XXXX XXXXXXXX purchases. Chase was able to cancel the XXXX purchase which was only pending at the time. I called Chase to confirm with them verbally that I did not authorize those charges. Representatives at Chase said they would give a credit for the {$1700.00} charge and that I would not be responsible for it. They deactivated my credit card and sent me a new one in the mail. Around XX/XX/2021 over the weekend, I noticed that the charge for {$1700.00} was posted XX/XX/2021. I called Chase over the weekend but they said I had to call a different number and could not help and that service was available only during the weekday. When I called the first number given, I was given another number and another time that was more restrictive to call. When I called the fraud department on Tuesday XX/XX/2021, I spoke with Chase representatives about my issue. They reported that upon their investigation, the fraudulent charge was considered " authorized '' by me because apparently the ticket was purchased by someone using my name. I argued that this was a case of identity theft and fraud and whatever alerted them to suspect fraud was correct. Chase said they would be willing to reopen the investigation but that it could take time to resolve. I emailed them additional information and called XXXX XXXX for more information. When I called XXXX XXXX, they were able to confirm someone used my credit card and my name to purchase a business class ticket from XXXX to XXXX on XX/XX/2021. XXXX XXXX was not able to give further information upon my request and they suggested I reach out to the credit card company, Chase. I provided Chase with an email showing evidence that on the day when someone stole my identity and traveled from XXXX to XXXX, I was in fact in XXXX CT. I am able to provide evidence showing credit card purchases from XX/XX/XXXX at restaurants in XXXX. Additionally, I emailed them a XXXX XXXX XXXX of my hourly whereabouts on XX/XX/2021 when someone stole my credit card and identity to travel from XXXX to XXXX. I clearly demonstrated that this was a fraudulent purchase that occurred on XX/XX/XXXX and identity theft on XX/XX/XXXX, as I was nowhere near the Airport. This evidence will also be attached to this complaint.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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