Consumer complaint received 2022-12-19
Company: JPMORGAN CHASE & CO.
State: WI
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: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/22, I purchased XXXX XXXX tickets to a XXXX show for {$3400.00}. To be clear, I am NOT disputing THIS transaction. Almost immediately after the purchase, I received a text message from Chase alerting me to a possible fraudulent charge. I responded and confirmed I made this purchase. 

Later that same day, I noticed XXXX additional XXXX tickets to a XXXX XXXX in my XXXX account. I did not make this purchase and I did not authorize the use of my credit card to purchase these additional tickets. In addition, I didnt receive a text message from Chase asking me to verify this was a legitimate purchase. My XXXX XXXX XXXX son reluctantly admitted to buying these tickets. I reached out to XXXX and explained to them that I did not purchase these tickets and I would like a refund. The XXXX rep was sympathetic, but told me there was nothing they could do as all sales are final. She told me I could transfer the tickets to friends or family. While this is true, I dont know many people who can absorb the cost of a such a large purchase. Also worth noting, these tickets were purchased for a location over XXXX miles away! ( Ive included the transcript from the conversation as an attachment ). 

I decided to reach out to Chase because this was an unauthorized, fraudulent charge. I explained the situation to several Chase customer service specialists. I was transferred between the dispute department and the fraud department several times, each telling me that someone in the other department could help me. In the end, I was told I could not dispute the case because there was no problem with the tickets which were purchased. I was told I couldnt file a fraud case because, although my credit card was used without my knowledge or permission, I knew who made the purchase and it was a member of my household, therefore it wasnt fraudulent. I was told that a fraudulent case is a criminal case and Chase doesnt view my XXXX XXXX XXXX son as a criminal. So essentially, anyone who lives in my household can use my credit card without my knowledge or consent and Im subsequently responsible for the charges? 

At no point during my conversation with Chase, did any representative tell me they were opening a dispute case or give me a case number. So you can imagine my surprise when I receive 2 letters from Chase letting me know We have resolved your dispute ( XXXX ). I explained several times to different customer service specialists, the charge for {$3400.00} was a valid purchase that I myself made. I was only disputing the charge of {$4600.00} for the XXXX XXXX tickets to a XXXX show, which were purchased without my knowledge or consent and by an unauthorized user. Never the less, unbeknownst to me, 2 disputes were opened. Both letters have the same claim ID number ( CLAIM ID XXXX XXXXXXXX ) and are attached below. The first letter states I am disputing the charge for {$3400.00} because I canceled the charge and expected a credit on my account. This is absolutely false. I never told anyone that I wanted to dispute this charge. The second letter states I was disputing the charge for {$4600.00} because I believed the merchant didnt provide the services I purchased. This is absolutely false. I would like someone to listen to the recorded conversation I had with the Chase customer service specialists. Clearly, Chase felt they needed to send something indicating they completed an investigation to appease me. 

After speaking with Chase, I asked for a copy of my cardmember agreement. Please note page XXXX under CARDMEMBER AGREEMENT, states that this is an agreement between you ( the cardmember ) and JPMorgan Chase Bank, N.A.. I would like to point out that XXXX XXXX is the cardmember, no one else is an authorized user on this account. Also note, page XXXX of the agreement under USING YOUR CARD, states You may use your account to buy goods and services. The agreement doesnt state any member of your household may use your card to buy goods and services. Nowhere in the cardmember agreement does it state I am responsible for charges I have not made.

Company response to consumer: Closed with explanation