Consumer complaint received 2022-09-02
Company: JPMORGAN CHASE & CO.
State: TX
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:
XXXX XXXX XX/XX/2022 - Regarding Chase Acct ending with XXXX This is regarding the charge dated XX/XX/2022 - XXXX XXXX XXXX XXXX for {$260.00} I went to XXXX with my girlfriend. We arrived on XX/XX/2022, went through customs, and were picked up by our car rental company XXXX. They escorted us to their shop, where we paid for the vehicle ( using the other card, ending with XXXX ), and then left. After leaving, we pulled across the street to a money - exchange place. I paid in cash roughly {$50.00} to get XXXX. 

Our plan that day was to go from XXXX to XXXX, which is in XXXX, XXXX. This drive was about 3 hours or so - It took a little longer than normal because I took a route avoiding tolls, as well as its on off roads with narrow lanes - So I had to pull over constantly. 

Shortly into our journey to XXXX, we filled up with gas at a local station. This was because the rental vehicle we received started with a half tank, and I wanted to get us enough gas to cover our trip without having to worry. I believe it was the XXXX - The address according to XXXX - XXXX, XXXX - XXXX XXXX XXXX XXXX, XXXX. Im not 100 % sure it was this location, but the pictures look familiar. I remember there being green colors on the pumps. 

I pulled up to the gas station and paid for a half tank of gas. We were driving a XXXX  so half a tank was quite a bit. I gave my credit card to the gas attendant- he took it out of my hand for a few minutes while we were getting filled up. 

He told me it was going to be {$42.00} or so, so I said okay, and then I gave him a tip of XXXX pesos. 

From there, we left. We never left our vehicles. We continued onwards to XXXX. 

Once we arrived in XXXX, we got a meal at a local restaurant called XXXX XXXX XXXX XXXX. I was not very happy with my dish nor my girlfriend. I would not recommend it. We used the same credit card again for the meal. We did not spend much time here afterwards as my girlfriend just wanted to see the town. I wanted to get to the XXXX XXXX before dark as I had never been to XXXX before and was nervous. 

So we got back to the car, took XXXX to the XXXX, went to XXXX, got on the XXXX XXXX  to XXXX XXXX XXXX where our XXXX XXXX was. When we got there, it was late afternoon. We stopped at a grocery store to get some water and toothpaste. We used the other card. Then we went to the XXXX XXXX and wrapped up for the night. 

I believe this false charge happened at the gas pump. The person I spoke to today said it was within a minute of purchasing the gas. That, combined with the shady reviews of the gas station, and the fact that when you XXXX  the creditor name XXXX it comes up with a bunch of results of people having the same experience. 
_________ Now to detail my experience with Chase - I called into Chase to dispute this transaction after returning from XXXX. 

They removed the charge and the foreign transaction fee, and then told me they would investigate it. 

A month later, I got a phone call from someone from Chase asking for more questions. I answered them to the best of my ability. They told me based off of the information provided they were going to add the charge back. I told them no, I did not make this charge they suggested. They told me I could file another dispute. 

So I did. And today I got a letter on their website from them saying they still think the charge is valid. 

So I called in. And I spoke to about 20 people from 3 different departments. I was transferred every single conversation. 

Originally, I spoke to someone from fraud. I asked for a supervisor. They told me that this charge needs to go to the merchant dispute department, as I handed my physical card over to the lender, therefor it's not fraud, it's the merchant over charging me. 

Merchant dispute told me to write a letter with documentation ( which is what you'll see as my explanation above, i copy and pasted ) and to send it in online. 

So I went on the website, and when I went to provide the documentation, it asked me to call in instead at XXXX. 

So I call in, and I get fraud. They tell me they're going to transfer me over to dispute. Dispute sends me back to fraud. Fraud sends me to merchant department. Back and forth. 

I spent about 2 hours on the phone trying to resolve this today. Eventually, someone told me that to resolve my issue, I need to go to a Chase bank, provide the statement I filled out and have them fax it in to the dispute department. 

I don't know if that is correct information at this point, because everyone I have spoken to has given me different information. 

At this point I am extremely frustrated with Chase as a service provider. 

Please note - I am not 100 % certain that is the correct address for the gas station. I was in a foreign country, and everything was in a different language, so I am not sure. I think however it was a XXXX. 

I've attached to this submission the statement charges on that date as well as the statement for the month on both credit cards. As well as I attached the letter I wrote to the company I was unable to upload. 

Please note, the fraudulent charges occurred on the card ending with XXXX. 

Also note, I dont think the charge being re-added will show on my XXXX statement.

Company response to consumer: Closed with explanation