Consumer complaint received 2023-05-11
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: JPMORGAN CHASE & CO. (NJ)

Hello, my name is XXXX XXXX. My bank close my credit card back earlier this month. The reason is because of it getting compromised multiple times, as in Im not sure how it was getting used since there were multiple accounts of fraudulent transactions. Nevertheless, and as I said, they closed my account. However, not all the money was accounted for. There are 5 transactions in total for {$160.00}, no more, no less, in which I am still owed by the bank because I didnt make these transactions. I had opened a case with the Chase executive office in which I was instructed to give a shout to. An unsatisfactory resolution was given where the outcome was NOT in my favor. Case details are below. 

2 of the transactions occurred on the XXXX of XXXX in XXXX. The merchant 's name is XXXX for {$100.00} and {$42.00}. I called immediately when I saw these charges placed on my credit card, saying that they were fraudulent and I never made these charges. I was given a temporary credit, but then, I was billed again for it because it did not go in my favor for some reason. I do not have a XXXX account, nor did these transactions show up on my XXXX XXXX. I submitted that as proof, and I was getting transferred over and over again by representatives from Chase. I even had a three-way call between Chase and XXXX, and the latter confirmed that I didn't have an account with the Chase representative XXXX 

The next three charges were from the merchant XXXX, all for {$5.00}. One was dated XX/XX/XXXX, the next XX/XX/XXXX, and the final XX/XX/XXXX. As with the previous set of transactions, I confirmed that I did not make these charges by providing an screenshot of my XXXX XXXX history indicating I didn't make these charges. I have a series on my credit card where this merchant has fraudulent transactions, and they have all been included in my fraud report and in my favor. I am not sure why these three in particular weren't included.

At this point, I am in agreement with the closing of this credit card account. However, I would like to get my money back from these 5 transactions, and open a new card, if necessary. I am available to speak further via phone ; just let me know via email so I can give you a call So, these are the case details that I sent to Chase back in mid XXXX. I just spoke with someone from the executive office who gave me a call, and he told me that the fraud team would be willing to reevaluate the case, but that I need proof. I did not get any reasoning from him how the disputes team who is in charge of reviewing my case arrived at the decision. He told me to give more proof, when I feel I have done everything in my power to submit proof. Submitting evidence from the merchant that charges on my account did not occur, that I did not have an account with the merchant, three-waying the call with myself, the merchant, and a Chase supervisor. I dont understand what more you want from me. I have done everything in my power as I said, and am not sure what else you want me to do. I would like to get reasoning how you or the team arrives at the decision. I said this before, but no one is listening to me. XXXX told me that they are not budging even though I have submitted to them all the proof in the world, and they are telling me theyre not going to change the outcome without any reason. How is this right? You are taking my money and not giving it back and have closed my card because of this. I have provided to you proof - multiple variants of it and times - that show I did not make these charges. I want evidence from you showing why the decision is not in my favor. Something XXXX told me that its called a VISA or something like that. I dont know what proof they want from me. I have NOT been treated right by this bank, and honestly, I just want my money back that I didnt make these purchases for.