Consumer complaint received 2021-05-22
Company: JPMORGAN CHASE & CO.
State: CA
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:
On XX/XX/2020, I went horseback riding at XXXX XXXX Riding Stables in XXXX, California with my sister-in-law and her sister. We were gone with the horses for about an hour and a half and then we went to grab food before heading back to their parents ' house. While picking up pizza, my sister-in-law received an alert that someone had tried to use her credit card at XXXX XXXX. This prompted all of us to check our wallets, which had been in our purses left in the trunk of the car while we were with the horses. Each of us was missing our credit cards, debit cards and any cash we had been carrying. The other two girls did not have any charges on their credit cards - the one that had been attempted on my sister-in-law 's was declined. My credit card was used for a purchase of {$650.00} at XXXX XXXX. 

When we got back to the house, we called the riding stables to see if they had cameras or any information, but the car had been parked on a residential street nearby and they were unable to help. We also each called the bank to cancel our stolen cards. I confirmed with Chase my last valid transaction and that the XXXX XXXX transaction was fraudulent, so they removed that charge from my account and told me that I would receive my new debit card and credit card in about a week. At this point I took no further action because I thought the situation was finished. 

Then, in XXXX, I saw that the charge of {$650.00} had been added back on to my statement. I contacted Chase to see why this had reappeared and was told that because I had shopped at XXXX XXXX before and had not filed a police report at the time of the incident, the Fraud Department had deemed it a valid transaction. I was told that I could still file a police report and there would be a strong chance that this ruling would be overturned. 

I filed a police report with XXXX XXXX County and sent a copy of the report to Chase, but never heard anything back. No one ever contacted me from the Fraud Department to follow up about this situation or to ask any outstanding questions. I reached out to Chase by phone, through their website, and at the local branch at which point there was then a mix-up about another transaction they thought I was disputing with XXXX XXXX for around {$30.00}. To be clear, I have only ever been trying to dispute the one transaction of {$650.00}. Again, I was told that I would be contacted by Chase in 7-15 days and never heard from them regarding this dispute. 

I have never authorized anyone else to use my card or given my card number to any family or friends. This transaction was not typical spending for me as I do not generally make purchases of such a high amount and at the time I shopped almost exclusively online because of COVID. The credit card was used in person at the XXXX XXXX in XXXX and at the time I was living in XXXX XXXX, at least a half hour drive away. I don't know what was purchased and I only knew the store location after a Chase employee informed me. I have been banking with Chase for over ten years without any issues and hope this can be resolved. Please let me know if you require any more information. Thank you.

Company response to consumer: Closed with monetary relief