Consumer complaint received 2023-02-08
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid 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:
I am writing to report JPMorgan Chase Bank for refusing to provide benefits clearly stated in their product agreement, and for failing to protect their customer ( myself ) against unauthorized and fraudulent credit card charges. 

On XX/XX/XXXX I filed a dispute with JPMorgan Chase Bank for an unauthorized charge on my Chase Sapphire Preferred credit card from vendor XXXX in the amount of {$620.00}. I was then informed by JPMorgan Chase Bank that the illicit transaction was performed on XX/XX/XXXX through the website XXXX. JPMorgan Chase Bank promptly canceled my Chase Sapphire Preferred credit card, mailed me a replacement card, and started an investigation on the matter. 

On XX/XX/XXXX I contacted the vendor XXXX to request clarifications on the charge of {$620.00} and I was informed that the purchase of a hotel stay in XXXX was completed using my own XXXX account where my Chase credit card information was stored. An unsuccessful attempt to login into my XXXX portal revealed that my password had been compromised and an unidentified individual had booked a stay at XXXX  XXXX XXXX XXXX XXXX XXXX XXXX ) from XX/XX/XXXX to XXXX XXXX. After restoring my access to the website, the XXXX agent ( XXXX ) canceled the reservation to the hotel. 

On XX/XX/XXXX I received a letter from JPMorgan Chase Bank stating that my dispute had been declined and that I was required to pay for the unauthorized transaction of {$620.00}. Upon a phone inquiry with JPMorgan Chase Bank on XX/XX/XXXX, I was told that I was responsible for the charge because I did check into the hotel on XX/XX/XXXX. After clarifying that I had not been to XXXX in the timeframe indicated ( XX/XX/XXXX ), the agent agreed to send the dispute for further review. 
On XX/XX/XXXX I was informed by JPMorgan Chase Bank that the decision was final and that I was required to pay for the fraudulent charge of your {$620.00}. The agent was not interested in hearing that I did not make or authorized that purchase, in the fact that I had not been to XXXX ( as JPMorgan Chase Bank previously stated ), and that I had never stayed or checked in at the hotel XXXX  XXXX XXXX XXXX. 

JPMorgan Chase Bank proudly advertises their XXXX Liability Protection of their premium credit cards where you wont be held responsible for unauthorized charges made with your card or account information ( JPMorgan Chase Bank website XXXX. ). Despite to the clear statement on their website and the cardholder agreement, JPMorgan Chase Bank failed/refused to protect me against an obvious credit card fraud. This is some of the most unprofessional, abusive, and disrespectful behavior I have ever experienced. This situation is particularly upsetting due to lack of service from a premium Credit Card ( it comes with a premium annual fee ) that I chose for the extra protection and peace of mind. 

My request is for the charge of {$620.00} to be removed from my credit card account

Company response to consumer: Closed with monetary relief