Consumer complaint received 2023-08-24
Company: JPMORGAN CHASE & CO.
State: NM
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:
In early XXXX I was traveling in XXXX and XXXX. On XX/XX/23, only a day after returning to XXXX from XXXX, upon checking my Chase Visa and XXXX XXXX checking accounts I noticed that XXXX fraudulent charges ( of {$3700.00} and {$1700.00} totaling {$5400.00} ), were made by the same vendor - XXXX XXXX XXXX located in XXXX, XXXX - on both my Chase XXXX credit card and my XXXX XXXX XXXX XXXX XXXX Both of these charges apparently went through on my Chase card, but only the first charge ( of {$3700.00} ) went through on my XXXX XXXX card due to the fact that I have an established {$4000.00} daily limit and the second charge ( of {$1700.00} ) would have exceeded that limit so it was denied. Upon checking into my new hotel in XXXX, I immediately reported these fraudulent charges to both Chase and XXXX XXXX. Both Chase and XXXX XXXX immediately cancelled their respective cards, said they would issue new cards which I would receive upon my return to the states, and informed me that there would be investigations of my claims. I was left to spend the duration of my trip using a separate XXXX XXXX credit card that I had with me. When I initially reported the fraud, I explained to both Chase and XXXX XXXX that the cards were still in my possession, but that somehow someone had gained access to my cards ( perhaps while the cards were in one of my hotels or while my bags were in temporary storage or while I was in transit ) to make these unauthorized transactions ( they were chip transactions ). Notwithstanding, even though someone was able to gain access to my cards without my knowledge or permission, what I still can not understand is how it was possible for them to make these transactions without any signature, PIN or zip code requirement ( especially with the ATM/Debit card which I have never used for any other purpose than as an ATM card ). What I also did not understand is how it was possible for XXXX such large transactions to be made on both of my cards without prompting any alerts to me from either Chase or XXXX XXXX or requested confirmation from me that I was in fact trying to make these transactions. These charges completely got by their security. Upon returning to the states, I received my new cards. At this time, I presented detailed letters to both Chase and XXXX XXXX outlining my claims. From my perspective, the strongest basis for my claims with both Chase and XXXX XXXX was the fact that the same exact amounts were charged by the same vendor in XXXX at the exact same time to both cards. I also made them both aware that I was pursuing concurrent, related claims for identical fraud charges with each of their institutions and provided them each with copies of statements from the other institution showing that the same charges were made on both of my cards. I confidently assumed that my claims would be resolved in my favor, in large part because during my initial conversations with fraud representatives from both Chase and XXXX XXXX, they all agreed that the identical charges were highly unusual and suspicious. However, to my dismay, after over 2 months of " investigation '' by their respective fraud departments, both my claims were initially rejected. However, after considerable persistence, XXXX XXXX ultimately upheld my claim on XX/XX/23 and reinstated the {$3700.00} that were charged on my ATM/Debit card. Despite the fact that I subsequently provided Chase with a copy of the XXXX XXXX resolution letter in my favor, they continued to deny my claim and are now holding me responsible for making full payment for these XXXX charges and the associated foreign transaction fees. Begrudgingly, I have decided to go ahead and make payment to Chase to avoid any additional interest charges on these {$5400.00} in combined disputed charges, but I have let them know that I intend to continue pursuing my claim in hopes of ultimately recovering part or all of the funds that I have paid to them for these fraudulent charges. Prevailing in this claim and recuperating my money is now the goal of this formal complaint with your agency. I feel that Chase has failed me as a longstanding, reliable cardholder and customer. Prior to taking this trip, I contacted both Chase and XXXX XXXX to inform them of my travel plans to ensure that I wouldn't have any problems using my cards while overseas. They both told me that such notification was no longer necessary because they had advanced security measures in place. Well, their security measures obviously failed. It is interesting to note that while I was in XXXX prior to returning to XXXX, I was only using my XXXX XXXX credit card. Several times when I attempted to use that card for much lesser amounts than these disputed charges, I received text alerts and requests for confirmation that I authorized the transaction. I appreciated this level of security on my XXXX XXXX credit card. So, my question is : how is it possible that XXXX such large ( and identical ) transactions could be made on the very same day of my return to XXXX without triggering any alert or request for confirmation for either of these transactions, especially when incidences of fraud are much higher or more likely in XXXX than in XXXX? The size of these XXXX transactions exceeded any other transactions that I made on the entire XXXX-week trip, including airfares, hotels and car rentals. Surely, their security ( based on their algorithms and tracking of my spending habits ) should have caught this. All other fraud cases that I experienced in the past have always been resolved in my favor. To their credit, XXXX XXXX ultimately did the right thing, but Chase is not supporting my claim. Nor has their fraud team been sympathetic or supportive as I have pursued this claim. When I first reported the fraud on XX/XX/23, they gave no information or suggestions about what I might do ( while still in XXXX ) to support my claim. I am completely frustrated and disappointed with them, and am now turning to your agency to assist with my claim. Please let me know if you have any questions or if you need any additional information. Thank you for your time and consideration.

Company response to consumer: Closed with explanation