Consumer complaint received 2020-04-25
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: Card was charged for something you did not purchase with the card

Complaint:
We previously disputed with Chase Bank a credit card charge for {$200.00} dated XX/XX/2020. The merchant is XXXX located in XXXX, XXXX. The charge was done on the Chase Sapphire Reserve Visa Card ending in XXXX. Chase did give us a temporary dispute credit, but upon further review of the case decided to reverse the temporary credit on XX/XX/2020 saying that we received benefit ( per the merchant ) from the transaction. This is incorrect as we did not receive benefit from this transaction. Note that we subsequently had the Chase card ending in XXXX closed and had a new one ending in XXXX reissued. 

Here are the details of what happened : My wife, XXXX XXXX, shopped in person at XXXX in XXXX, XXXX on XX/XX/2020. She purchased a childs dress for our granddaughter that cost {$29.00}. XXXX attempted to pay with her XXXX XXXX card ending in XXXX but the merchant said that the charge would not go through. So XXXX had the merchant use the Chase Sapphire Visa card ending in XXXX and this charge successfully processed and is correct. Please see the attached document that shows this transaction with Chase for {$29.00}. 
The childs dress for {$29.00} is the only item that XXXX purchased while shopping at XXXX. XXXX never returned to this merchant on another date and did not authorize any other charges. 

After XXXX trip to XXXX, we noticed the {$130.00} charge dated XX/XX/2020 from XXXX on her XXXX XXXX card ending in XXXX. We subsequently disputed this transaction as it was not authorized nor did we receive any benefit. As of this writing, XXXX has not yet rendered a decision. 

This merchant then processed a second unauthorized charge for {$200.00} dated XX/XX/2020. This one on the Chase Sapphire Visa card and is the subject of our CFPB compliant with Chase. We did not receive any benefit for this transaction and then disputed the transaction with Chase but subsequently the bank sided with the merchant. 

We are unable to reach the merchant. The merchant is located in XXXX, XXXX and we live in XXXX, IL USA so we have no way of contacting them. We have tried by email and have been unsuccessful obtaining a response. 


To summarize, XXXX did not authorize the {$200.00} disputed charge of the Chase Sapphire Visa card. We did not receive any merchandise or service for this. As explained earlier, the merchant swiped two credit cards on XX/XX/2020. First the XXXX XXXX card ending in XXXX that the merchant said did not work, then Chase Sapphire Visa ending in XXXX. A charge for {$29.00} was processed on the chase card that we do not dispute. The merchant somehow stored the card information to fraudulently charge unauthorized charges of {$200.00} on XX/XX/2020 on the Chase card ending in XXXX, and also {$130.00} on XX/XX/2020 on the XXXX Mastercard card ending in XXXX. The merchant is dishonest. 
We have purchased thousands of dollars worth of merchandize and services using the Chase card. We rarely dispute transactions and are disappointed that Chase decided to believe the merchant over us. 
We demand that the merchant be held accountable and that the {$200.00} charge be credited to our Chase Sapphire Visa card account promptly. We do not feel safe anymore using our credit cards in foreign countries since the Banks do not want to stand by and protect us from dishonest merchants. 

We are attaching our communication to Chase Bank and other supporting documents shared with them. 

Thank you.

Company response to consumer: Closed with monetary relief