Consumer complaint received 2021-04-05
Company: JPMORGAN CHASE & CO.
State: NY
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:
A charge of {$2700.00} by a merchant showed up on my Chase credit card statement on XX/XX/2021. I did not authorize this charge. My signature was not signed nor was there a record of receipt emailed to me as proof of purchase. I informed my credit card company that I wished to dispute the charges and it was automatically taken up with the fraud claims department in which my credit card number was closed, a new card was issued, and the charges were removed. I was told that the claim would be investigated within 30 days. I notified the department that I have used the merchant previously on XX/XX/2021 and authorized and signed my signature for a charge of {$1000.00} in which I also received an emailed receipt for that transaction, which they noted in the claim on my account. 

A few weeks later, I discovered that the charge of {$2700.00} was placed back on my statement balance. Immediately, I called my bank for an explanation as I did not even receive as much as a letter detailing the conclusion made. Chase Bank informed me that the claim was taken up with the fraud department by default and it should have gone to the disputes department and that the reason for the denial was due to a history of transactions with the vendor. Had there been no transaction history with the vendor the balance would not have been reversed, as further explained. I was told to submit supporting documentation for the claim for it to be re-investigated with the proper department this time. I submitted an emailed receipt received from the merchant for the XX/XX/XXXX transaction which displays my electronic signature, a text message exchange where I'm informing the merchant of the unauthorized charge and requesting a receipt of the XX/XX/XXXX transaction, and an email exchange with the merchant where I send them the only receipt received from them and a request for a receipt for the most recent charge to support proof that my signature would not be there. 

Upon originally reaching out the the merchant about the {$2700.00} charge, they informed me that a receipt would be emailed to me per my request. I waited one week and no such email was sent. I reached out to the merchant again saying that I have not received the receipt and that I have reported this claim with my bank and the merchant read my message and never responded. 

According to a written notice received from Chase Bank, it was stated that the fraud claim was reviewed again and that the transaction was still believed to be valid. This is absurd! No proof of authorizing was sent to me and the merchant did not care to meet my request for information. The letter from Chase, more importantly, did not provide details as to why this claim was still validated which leaves me to believe that having a transaction history with the merchant was the sole deciding factor like the initial claim once again. 

I believe that the merchant saved my credit card information from my first authorized transaction to charge my account a second time for an unauthorized purchase hoping that it would go unnoticed. The fact that I requested a receipt and the merchant replied saying one would be sent and deliberately did not send it after I requested it multiple times further supports my claim. The proof of receipt will show that the electronic signature will not match my signature from the XX/XX/XXXX receipt. Furthermore the supporting documents of my text message exchange with the merchant shows their disregard.

Company response to consumer: Closed with explanation