Consumer complaint received 2020-09-21
Company: JPMORGAN CHASE & CO.
State: MA
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:
On XX/XX/XXXX, I received an email from Chase, where I have a credit card, that was asking if I recognized a charge of {$170.00} at XXXX XXXX  that was declined. I responded by selecting 'No ' in the email and checked my online banking app for other activity that was potentially fraudulent. There were four other transactions from that same day that I did not recognize and believed were fraudulent. ( My partner is an authorized user on the account with a card, and she did not recognize the transactions either ). I contacted Chase by phone and notified them that I had both cards in my possession and that I did not recognize the charges, believing them to be fraudulent. Within a day or two, the charges were subsequently removed from the list of recent transactions appearing in the mobile banking app. 
The four charges, totaling {$400.00}, included : {$100.00} - XXXX # XXXX {$110.00} - XXXX  # XXXX {$170.00} - XXXX XXXX {$11.00} - XXXX XXXX XXXX On XX/XX/XXXX, I missed a call from Chase, who then called my parents ( whose phone number may have been previously listed as an additional contact # ). I called Chase back and was told that the charges would be rebilled to my account. The only explanation given was that their system said the card chip was used for the charges, and that it is impossible to counterfeit the chip in their card. I repeated the fact that neither I, nor my authorized user, made those purchases, and that I did not agree with their decision to rebill them to my account. 
Given the limited explanation for rebilling I asked to speak with someone who was familiar with the decision, or who was involved in making the determination to rebill. I was told I would receive a call back after the holiday weekend, but that the transactions would post to my account that day. 
After not receiving any further communication from Chase, I schedule a call with a banker at my local branch on XX/XX/XXXX and explained the situation to her. She was very sympathetic, understanding, and professional, but after she transferred me to the fraud prevention team I received the same response. That because it is impossible for Chase 's chip to be compromised, I was responsible for the charges. I asked if there was any additional detail regarding the charges or merchants that could help me understand what had been purchased, or where exactly. The fraud recovery analyst ( XXXX ) told me that there was no additional information he was able to see regarding the transactions, but that I could escalate the case for a second review of the charges. I was surprised that a secondary review had not already been initiated given my initial disagreement with the rebilling, but responded that I wanted the case to be escalated. I also asked him how the XXXX XXXX charge of XXXX ( that had been declined ) was coded, and he said the chip was present. I am still looking for an explanation of how that charge ( that was attempted with the chip present ) could be considered fraudulent and declined, but that other charges made with the chip that I am disputing are standing because " it is impossible to clone or compromise the chip ''. 
I have still not heard from Chase 's fraud recovery team as of XX/XX/XXXX. 
The banker at my local branch in XXXX 's XXXX XXXX XXXX XXXX ) submitted a customer complaint on my behalf given my frustrating experience dealing with these fraudulent charges being rebilled, and I have since received a call and voicemail from Chase 's branch complaints team regarding my experience. While I intend to call them back and discuss my poor customer experience with the fraud team, I feel it is important to bring to the CFPB 's attention the way Chase handles disputed/fraudulent charges. I have been been a cardholder with Chase for at least five years, and have never given them any reason to doubt my assertion that these charges are fraudulent. Because the transaction codes show the chip as present at the transaction, and they believe that the chip can not be compromised, they do not consider fraud as possibility and as such, have not performed a good-faith review of the charges following notification from a customer that they are suspected as fraud. Relying on that chip, and the validity of the transaction codes, should not release them from duty of care to their customers to actually review a charge reported as fraud. When I asked about one of the vendors ( XXXX XXXX XXXX I was told no information was available on them. 
Thank you for your review.

Company response to consumer: Closed with explanation