Consumer complaint received 2020-01-30
Company: JPMORGAN CHASE & CO.
State: CT
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 incurred a fraudulent transaction while on vacation in XXXX XXXX   XXXX XX/XX/XXXX to XX/XX/XXXX with my cousin. I was on a tight budget for this trip, and spent my time touring the sights of XXXX, dining at restaurants, going on tours, and enjoying the beach. While at the airport returning from my trip, I noticed there was a fraudulent transaction pending on my credit card statement. The charge was for {$960.00} and the merchant name XXXX XXXX. I immediately called Chase and advised the Chase representative that this charge was completely fraudulent, I did not make any charge in this amount, or purchase anything from XXXX XXXX. I am not a big spender on items when I travel I spend my time enjoying the sights and tours. I absolutely did not purchase anything on that day in question for anything near that amount of money. On the entire trip, I did not purchase any souvenirs big-ticket items. The charge was removed from my balance and I considered the matter closed. 

Three months later, in XXXX and close to the holidays, I received a letter from Chase stating that an investigation was conducted and the charge was determined to be valid. I questioned the rationale for this since 100 % this is a fraudulent transaction and I was informed by several Chase representatives that I spoke to that because it was a Chip Transaction and that Chip Transactions are fraud proof, I must have made the purchase. I adamantly stated I did not make any such purchase, or sign for such a purchase. I was told a signature is not required for Chip Transactions, even in that amount. I asked the Chase representatives I spoke with for any proof but Chase has REFUSED to provide any of the following : A detail for the transaction including items or services allegedly purchased Address and phone number of the store Any proof or signature that I authorized the transaction A receipt of the transaction The Chase representatives I spoke with stated they could not provide me any of the above information. The Chase representative I spoke with on XX/XX/XXXX admitted to me that Chase has been unable to reach the vendor by their listed phone number after several attempts. Further, the city where this alleged transaction took place was 7 hours drive away from XXXX XXXX XXXX  and I provided proof to their fraud department that I was in XXXX during the day and time the transaction took place. Nonetheless, Chase representatives told me simply because it was a Chip Transaction, I was responsible. Yet there is no proof that anything was even purchased! I did not buy any good or service using my chase card that day. 

I was told my Chase that this alleged transaction took place on the morning of XX/XX/XXXX around XXXX. That morning I had left my card in my hotel room and went for a run on the beach, then spent the afternoon at the beach before returning to my hotel room around XXXX or XXXX. I sent timestamped pictures, a recorded run, and documentation as evidence to your fraud department including a XXXX post outlining my whereabouts and activities on the morning of XX/XX/XXXX. 

The bottom line here is that my Chase Reserve Card information was fraudulently used to make a transaction in excess of {$960.00} on the day in question, and Chase has been completely unhelpful in resolving this claim. Rather than placing any burden of proof on the merchant who fraudulently used my information to process a charge, Chase representatives have told me because it was a chip transaction, you must have authorized it. I have provided considerable evidence that I did not make or authorize this transaction, and this situation has placed a great financial burden on me. 

I have disputed this issue with chase several times, and at their highest " Executive Level '' of dispute. I was informed yesterday on XX/XX/XXXX by a representative " XXXX '' ad their executive team that they still are requiring me to pay for the fraudulent transaction and they consider the matter closed. 

Thank you for any assistance you can provide.

Company response to consumer: Closed with explanation