Consumer complaint received 2018-10-02
Company: JPMORGAN CHASE & CO.
State: MI
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:
XX/XX/2018 : Charge for {$280.00} from XXXX XXXX XXXX placed on my card. This is an unrecognized/unauthorized charge. I have never purchased anything from XXXX XXXX and have not booked a holiday through any merchants in that time period. I did not make a purchase for a friend or family member. 

XX/XX/2018 : Charge disputed by me ( cardholder ). 

XX/XX/2018 : I send a request for updates. 

XX/XX/2018 : Response received that " we're working on it now ... '' XX/XX/2018 : I receive a letter in the mail requesting more information. I respond as follows : " Hello, I am providing information as requested by a letter I received today. 

I do not have any information regarding how this charge may have appeared on my account. I have not traveled recently nor made any purchases that I could think of that belong to a XXXX XXXX subsidiary. I also do not have any similar transactions from that time period for a similar amount that could possibly be confused. 

Did I ever give this merchant my credit card number? No, I have never flown with XXXX XXXX or purchased anything from them. 

I have not contacted the merchant at this time, as I do not no who or where I would do such a thing. 

Is there a possibility someone I know could have made this purchase? No, I am the single cardholder and have no family or friends with access to my credit card. 

I do not recognize this transaction. No merchandise or services were received by me or anyone authorized to use my credit card. My credit card is in my possession. 

Thank you. '' XX/XX/2018 : I receive a letter in the mail stating that the disputed amount will remain on my account as " the merchant was unable to assist '' and that no wrongdoing was found by Chase. I sent the following message : " Hello, I just received a letter in the mail giving an update on this dispute. It says the merchant was unable to assist ' and as a result the disputed amount will remain on my account. 

Could you please explain how this is acceptable? I thought the burden of proof was on the merchant to prove a legitimate transaction? At the very least I would like details as to what the purchase was. Again, I have never made a purchase from XXXX XXXX and am rather upset by this. I have spent a lot of money on this card and would consider closing all of my Chase accounts unless I at least get some sort of reasonable information. '' At this time Chase reopens the case but comes to the same conclusion without apparently getting any information from the merchant and without further research. 

XX/XX/2018 : I contact XXXX XXXX on XXXX and speak with a representative within a couple of days. Due to " XXXX  Privacy Laws '' I can not be given information about the charge since I do not have information about the booking. They state that a holiday/vacation booking was made for an individual other than myself ( indicating fraud ) but can not provide further information as I do not have any direct information about the booking. They recommend I re-contact Chase to have them officially contact XXXX XXXX so that the matter can be cleared up. 

XX/XX/2018 : I contact Chase for a third time with the following message : " Dear Chase, Thank you for your prior investigation of the above charge. I did see that the resolution states that you contacted XXXX XXXX and were unable to get any information from them. I have spoken with a representative at length who, due to XXXX  privacy laws, could not give me further information on the transaction but requested that I re-open the investigation with you and that they would have more information that they could provide you in an official capacity. I would very much appreciate if you could reach out to them to see if this information would be of assistance. 

Thank you. '' XX/XX/2018 : I receive a letter in the mail from Chase stating that again there was " no evidence of a billing error based on our research ... ''. 


At this point I still do not know what this charge is or why it is on my card. No evidence has been provided to me that this is a legitimate charge. XXXX XXXX has suggested that it is a fraudulent charge. For these reasons, I would like to submit this complaint to Chase. This is not a wholly-encompassing summary but I did my best to include all relevant details, dates, and conversations. 

Thank you.

Company response to consumer: Closed with explanation