Consumer complaint received 2021-10-15
Company: JPMORGAN CHASE & CO.
State: FL
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/2021 i reported my XXXX XXXX XXXX credit card stolen from the previous night. A charge of {$960.00} dollars was used when it was stolen in a location in XXXX. FL which looks to be a club/bar/restaurant of some sort. When i called, they shut down my card and offered me a credit. However, a week ago i received a letter saying that the charge " benefited me '' and that it would be put on my statement. 

I called immediately and explained to them that this was outrageous as the card is only used for XXXX, gas stations and some grocery shops and i even told the rep to look at my previous statements reflecting this. The card has never had a purchase of XXXX dollars or more EVER, and it's never used in XXXX, FL. The representative transferred me to a supervisor and the supervisor requested information of my location on the day of XX/XX/XXXX ( when the card was stolen ). I provided her with tickets of the XXXX XXXX XXXX game as i was with my company at a work outing at the time the charge was made. She called me back 2 days later saying it was not enough because the evidence is insufficient. She said it had something to do with the fact that there was a text and email confirmation when the card was trying to be used and i pressed " yes '' on my phone. I told her this may of been an accident as i have an authorized user on the card and i didn't think twice at the moment as i did not notice the card was stolen/used at the time and i may of clicked on those accidentally. She told me she would write this on notes and then goes back and says that i need more proof of my location and time as the tickets were not enough. I told her what else can i use and if she can give me any ideas on how to obtain proof and she literally responds with " I don't know unfortunately, but you'll need to find that proof ''. She put me in a lose/lose situation as she has no idea what evidence i could come up with, nor help me in any way to resolve this. 

The charge itself is outrageous so i thought outside the box and i emailed my supervisor from my work email to his work email to confirm my location and time and that i was at the event during the time the card was used. I forwarded that email to the fraud department supervisor in hopes that this will atleast prove i was not at the location nor at the time when it was used for the {$960.00} charge. 

She did not call me back like she said she will, but instead, 6 hours later sends me a letter saying the charge will stay. 

I felt she decided to not call me back simply because of her unprofessionalism in being able to give me some advice on how to provide her proof or what she can do to help me at all. It's truly disgusting. 

I only ask that the charge be removed so i can move on and continue my good business with them otherwise i will have to close the card down. Or at least to speak to a competent supervisor.

Company response to consumer: Closed with explanation