Consumer complaint received 2023-08-09
Company: JPMORGAN CHASE & CO.
State: FL
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:
I am writing to file a formal complaint concerning a series of unauthorized transactions on my credit card account and the subsequent denial of my request for a refund. The unauthorized charges occurred between XX/XX/2023 and XXXX XXXX, this card was lost with fraudulent transactions. 

I became aware of these unauthorized transactions on Around second week of XXXX. I noticed that because I lost My card, and I immediately contacted Chase customer service department to report the unauthorized transactions and to request an investigation into these matters. 

I promptly reported these unauthorized charges to customer service department, and I was assured that a thorough investigation would be conducted. However, I was disappointed to check my statement and to see those charges continued in there, I called, and their response on dated XX/XX/XXXX and XXXX XXXX  by Manager, stating " that your investigation found the transactions to be valid and that the charges would not be refunded. Which called again and the response of this first agent XXXX was change were valid, I asked them how they did the investigation and get into this decision, and their unacceptable response was because you XXXX XXXX XXXX refused to cooperate to call " every merchant '' department, and every merchant refused to response our request and I reply how dare you to tell me to do your job, I hang out. 

On the following week of XXXX, I spoke with XXXX recuperation department and several agents all different answers nonsense. 

On XX/XX/XXXX I spoke with XXXX, different answers they denied the investigation now due to lack from the merchants to answers their request! incredible. I request to reopen this matter and they refused without Zero legal and consist of answer. 

On XX/XX/XXXX I called and spoke now with XXXX, this agent notifies me after explaining him what happening that I only need to send a card transaction, working hrs., purchase receipt, or something with any of the dates of this fraudulent transaction and which I did, I upload evidence that I can't be in the same times same places. 

On XX/XX/XXXX I spoke with supervisor XXXX she said they can approve these fraudulent transactions because I did not call to every merchant to request evidence ( literally do their job! again! ) and also, because the merchant is not answering their request. and for that reason, is denied! Note : no matter which one of this is the reason is unacceptable the incompetent people working this and not doing their jobs for what we pay for and for us they have these jobs.!!! and CHASE is very clear in their policies about fraud protection and zero responsibility to the customer... ) I strongly disagree with this decision, as I have taken all necessary precautions to safeguard my credit card information and have not authorized or participated in these transactions.as well as proof of my whereabouts during the times the transactions occurred. 

I understand now that CHASE BANK company IT IS NOT takes credit card fraud seriously and is committed to protecting its customers and violation of their own policies and regulations. I urge you to take seriously this decision and conduct a more comprehensive investigation into these unauthorized transactions. 

I escalate this matter further, including filing a complaint with regulatory authorities. I am hopeful that we can resolve this matter amicably and in a timely manner. 

Please respond to this complaint, either by email or in writing, confirming the initiation of a thorough investigation and the expected resolution date. 

Thank you for your prompt attention to this matter. I look forward to your prompt response and the resolution of this dispute.

Company response to consumer: Closed with monetary relief