Consumer complaint received 2023-10-05
Company: JPMORGAN CHASE & CO.
State: GU
Product: Credit 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:
Dear CFPB, When I returned home to XXXX from a wedding in XXXX, XXXX, and checked my monthly statements, I noticed two transactions with my credit card and two transactions with my debit card that were not mine. I informed Bank XXXX XXXX and Chase immediately. 

Chase transactions : {$3000.00} description XXXX XXXX XXXX XXXX, merchant type XXXX XXXX XXXX ; {$2300.00} description XXXX XXXX XXXX, merchant type GENERAL CONTRACTOR. 

Bank of XXXX transactions : {$2300.00} XXXX XXXX XXXX ; {$720.00} XXXX XXXX XXXX XXXX. 

As far as I am aware the cards were in my position at all times. You will notice the amounts to XXXX XXXX were almost exactly the same on both cards. I'm not sure about XXXX XXXX XXXX, only thing I could find was a clothing store. 

Since I have a long history with Bank XXXX XXXX and they know me well, they returned the money immediately and the matter was closed. I have also had long and good history with Chase, but the dispute has been on going. I have to say they have been responsive but keep saying the same thing, they haven't looked into other possibilities that may have occurred. 

I have been disputing with Chase since XX/XX/2023 when the transactions occurred. Chase did inform me that the transactions occurred at the same time ; XX/XX/XXXX XXXX and XXXX local time. But since I was in position of the cards and I used the cards afterwards, then these transactions must be mine as well. 

I have tried to investigate, I contacted the hotel where I stayed, and they have been helpful in trying to identify these merchants. 

Although the merchant type states XXXX XXXX XXXX, XXXX Florida, I contacted the resort, and they say they have no record of this transaction or this amount. Therefore, it is probably an incorrect merchant description on the Chase transaction description. 

XXXX hotel where we were staying and helped me in identifying these merchants, say XXXX XXXX seems to be a General Contractor. I have found a website and location of XXXX maps but it looks fraudulent. XXXX, that Chase say is a XXXX, in fact, seems to be a security or a cleaning company about XXXX miles from where we were. I have tried to communicate by phone and email with them but no response. 

Chase say they tried to contact me at the time transactions were occurring, but I did not receive a call or text message from them. 

They are not able to provide me any receipt, or accurate information about the merchant or the products which I am supposed to have received. All the research I have done and shared my findings with Chase. 

For your information, these figures are extremely high for XXXX, each one is more than someone's annual salary. There is nothing I could have purchased while of holiday for these amounts. 

The only thing I can think of is either someone close to me in the wedding party would steal my wallet, use the cards and return the wallet. Or a portable scanning device, which would make sense since the transactions occurred for the different merchants at the same time. 

I have a perfect credit record and no record of any fraudulent activity. I could afford to make such transactions legitimately, no need to steal or lie about them. 

I have been communicating with XXXX at the Chase Executive Office ( XXXX XXXX ; XXXX Reference XXXX. 

I have emails regarding all of the about if you wish to view them. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation