Consumer complaint received 2023-10-22
Company: JPMORGAN CHASE & CO.
State: MA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Between XX/XX/XXXX- XX/XX/XXXX, a plumber that was formerly employed by me made 7 individual fraudulent charges in the same amount of {$5400.00}, totaling {$38000.00}. I contacted Chase in XX/XX/XXXX to dispute the charges. By XX/XX/XXXX, Chase decided the charges from the vendor were " valid '' because the vendor could produce false receipts from XXXX, the app used to make the charges. The vendor had my credit card number on file from having worked with me previously and charged it without permission and without signatures. In XX/XX/XXXX, the COVID pandemic shut down companies, and Chase was unresponsive. In XX/XX/XXXX, Chase reopened the dispute case but only reversed 1 of the {$5400.00} charges while it was being investigated, which meant the other 6 charges totaling {$32000.00} was still being charged on the credit card, collecting late fees and interest. Chase also closed the previous account and reissued a new account number. Chase once again found the vendor 's charges valid and placed the {$5400.00} charge back on the credit card citing that the vendor could produce receipts. In XX/XX/XXXX, I tried to contact the dispute department at Chase again, but they said it was a fraud case so I contacted the fraud department. Chase 's fraud department said it was a dispute case so they told me to call dispute. I was given the run around and told to contact the " other '' department on many occasions. 

In XX/XX/XXXX, I consulted an attorney who wrote a letter to Chase on my behalf. Chase sent a letter of acknowledgement and said I did not have to pay for any disputed amounts during the research period of dispute ; however, they did not reverse any charges and continued to charge late fees and interest. From XX/XX/XXXX- XX/XX/XXXX, the lawyer sent Chase 4 letters, and Chase sent 4 letters of acknowledge, each stating that disputed amounts would not have to be paid during the research period. No adjustments were ever made during this same period on the credit card statements. In XX/XX/XXXX, I filed a police report against the plumber for fraud and an investigation was made using the dates and times on the receipts provided by Chase. It was found that the plumber was on his XXXX inside the XXXXXXXX XXXX on the specific dates and times the fraudulent charges were made. The plumber 's personal casino card was tracked. 7 charges of XXXX over {$1200.00} and 7 charges of misuse of a credit card were brought against the vendor. 

Chase never reversed any charges or further investigated the fraud. Over the course of XXXX and XXXX, there was a total of {$340.00} in late fees and {$3800.00} interest charged to this account due to this incident. I did not want to continue to incur late fees and interest charges. In XX/XX/XXXX, I paid the outstanding balance on the credit card because it seemed like nothing could be done. Chase had been negligent and unresponsive for over a year.

Company response to consumer: Closed with explanation