Consumer complaint received 2022-01-13
Company: JPMORGAN CHASE & CO.
State: NJ
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:
This is a new issue, submitted because Chase has not acknowledged, reviewed or commented upon an explanatory timeline document ( XXXX ) provided in support of my previous claim ( XXXX ) that the XX/XX/2021 XXXX XXXX charge of {$470.00} on my Chase XXXX XXXX credit card was an unauthorized transaction. 
As background : On XX/XX/2021, I made a shopping trip to XXXX XXXX on XXXX  XXXX in XXXX XXXX XXXX where I spent {$81.00}. After paying, I erroneously left my card in the chip reader and proceeded to the parking lot. The cashier ran out and handed me my card, saying I had left it behind. I was embarrassed, apologized, and asked whether I should replace the card. He said No, its only been a minute. I put the card away, then loaded my groceries into my car and drove directly home. An unauthorized charge of {$470.00} was made later, after I had driven from the lot. 
I did not anticipate any problem and therefore did not see the unauthorized charge until XX/XX/XXXX. When I called to report the matter that day, the Chase fraud recovery representative explained to me that the card number was not cleared before the next customer was rung up and that, he said, is how I ended up with two charges on my card, one authorized ( {$81.00} ) and one unauthorized ( {$470.00} ). He reversed the charge. However, on XX/XX/XXXX, Chase inexplicably reversed this decision and reinstated the charge. 
Chase has evaluated this claim, but not in light of clear evidence that the timeline during this episode occurred exactly as articulated here. The uploaded document, TimelineXXXX, that accompanied the previous submission and is again provided here, corroborates this account. In this document, the timestamp of the charge for my order of {$81.00} shows that it was at XXXX pm. Please see Text Box ( A ). XXXX XXXX XXXX shows that I was driving from the parking lot exactly XXXX minutes later, at XXXX pm. Please see Text Box ( XXXX ). The route is depicted in ( XXXX ), and ( XXXX ) is the time I arrived home. The critical data here is the differential between the time I drove out of the parking lot ( XXXX pm ) and the timestamp of the unauthorized charge of {$470.00}, which was at XXXX pm, [ Text Box ( XXXX ) ], XXXX minutes after I left the parking lot. 
Consideration of the accompanying timeline document and the explanation is critical because Chase 's refusal of my claim is based on the opinion that I was physically in the store at the time an unauthorized transaction was placed on my card. Specifically, Card Executive representative XXXX wrote the charges ( XXXX ) is valid because you verified you had possession of the card and the card was present for the charge. Respectfully, this is simply incorrect : While I did indeed have possession of the card, I was not present for the charge, as evidenced by the attached document ( XXXX ). Therefore the {$470.00} charge is unauthorized. 
Thank you for your review.

Company response to consumer: Closed with explanation