Consumer complaint received 2022-10-06
Company: JPMORGAN CHASE & CO.
State: IL
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 Hello Chase, I spoke to XXXX in the executive office on Friday and he requested I resubmit all documentation regarding this dispute. 

We recently stayed at XXXX XXXX XXXX XXXX XXXX at first we thought it was a lovely place then we went to the casino one night after being encouraged to go by your staff at one of the restaurants which is very interesting because come to find out the Casino is not affiliated with the hotel, after being advertised on XXXX XXXX Info and multiple signs throughout resort and I cant understand to this day why you would want to subject your guests to what happens over there-we were drugged, we experienced criminal fraud with our credit cards in excess of {$50000.00}, believe we were impersonated on the phone to our credit card companies, they verified charges on the casino phone and we received nothing in return for this no cash, no goods or services and interesting enough the casino comes up on the credit card as a grocery store. We were threatened and had our cards taken out of our possession. The cards were taken from our person, actually demanded with no other option then {$50000.00} plus in cash advances were taken on our credit cards. We were under duress..We are in another country, dont speak the language, surrounded by security with no option to leave. We were under duress! Further note neither one of us have ever used the cash advance option. I have had all of my accounts at Chase for over 20 years and this is not a part of my financial history ever. I beg you to review. The casino staff demanded our credit cards, this is when everything changedwe were surrounded by casino security that was armed and they acted as if we were getting ready to leave and owed millions to them when all we were trying to do was an ATM withdraw, we were scared for our livesafter our cards were taken, there were two XXXX ladies, who spoke no English behind a counter calling and making the charges and they continually tried to charge our cards for various amounts that we were unaware of and definitely not aware that they were cash advances to top it off.. I am now realizing that is why the ATM didnt work when we tried to withdraw $ XXXX {$50000.00}. Conveniently there was one tall bald gentleman that was quite a talker and spoke fluent English. I have called the casino only to be hung up on and told that I needed to visit the casino in person to resolve this. We were also told while staying at the hotel by one of the service staff that the casino is run by criminals and they exploit Americans all the time, perhaps that is why the hotel doesnt let any of the guests know that its not part of hotel and its conveniently located right next to it, passing out {$25.00} wooden chips and {$10.00} paper vouchers to lure you in and drug guests.ever heard of devils breath, it is commonly used in situations like this. We now believe it was on vouchers and wooden chips to alter us without knowing as they were handed to us as we attempted to pass by. See attachment XXXX. We ordered 1 drink in casino, again we thought we were on hotel property, as we never had any intentions of leaving property for safety reasons throughout trip. A service person at hotel confirmed this & made us promise not to tell for the safety of them and their family as well as ourselves.and suggested we report in US. Which is why we did not alert the general manager or the police when we woke up Thursday, XX/XX/2022 and realized we had been assaulted by the casino staff, which at this time we still believed the casino was part of the XXXX XXXX XXXX. We immediately started calling our credit cards and found out charges in various amounts in excess of $ XXXX.this was our last day. That evening prior to our am departure our hotel suite power was on at XXXX and at around XXXX there was none and earlier in the evening we were unable to enter room with keys. While at the airport going thru security my husband and I were very abruptly separatedI was taken out of line with zero knowledge to what was happening. Passengers in line allowed my husband to advance in line..I was taken to another area where I was detained and bags searched. All of this seems extremely coincidental. 

I have reached out to XXXX complaints with no help and have called and emailed the corporate office. We have reached out to all of our credit cards. I have also made a report with the US Embassy, that was zero help and they recommended we return to XXXX  to make a police report, which you have been requesting and we have complied. We have attempted to make a police report to XXXX XXXX Police only to be hung up on. We have reported to our state politicians, FTC and FBIXXXX, and we have reported this to XXXX XXXX XXXX at the FBI in XXXX, Illinois, Attorney General and the US Department of Tourism and various victim groups. 

There discrepancies regarding the details of case. We have been working on this since XX/XX/2022 and every time we call we are told something different, they cant find any info and it seems to be a moving target. We have sent in call logs from XXXX XXXX XXXX, FBI Report, XXXX Police Report ( which XXXX indicated on a voicemail that this was needed to assist in the denial reversal ) US Embassy and XXXX Correspondenceeverything you have requested we have complied in a timely manner. We were told that I didnt report to Chase until XX/XX/2022 I have attached XXXX  XXXX XXXX XXXX log that shows were I set up original dispute. I was also told it should not of been set-up as a fraud case but as a dispute. We followed the direction of Chase and now are being told it was set up wrong. Furthermore, I was told that my phone XXXX confirmed the charge of {$8000.00} when in fact I didnt even have my phone on my person that evening. Then on Friday, XX/XX/2022 I am told by XXXX that it was confirmed by another phone number not related to either mine or my husbands phone numbersexcept it was indicated it was my voice? The discrepancies just keep going. I have also attached phone records that show I didnt confirm any charge the evening of XX/XX/2022. Lastly, the call I received on Friday, XX/XX/2022 from your specialist that the denied case the 1st time, who didnt even have the facts correct, who showed no empathy as stated by XXXX..however I feel strongly that it was discrimination. 

I would appreciate a scheduled call back appointment at XXXX. We are requesting the charges be completely 100 % reversed including transaction fees, interest and any charges. Thank you, XXXX XXXX and XXXX XXXX Included Attachments : XXXX XXXX XXXX XXXX Log XX/XX/2022 Page XXXX of XXXX XXXX XXXX Police Report FBI XXXX Report FBI Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation