Consumer complaint received 2024-01-17
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (CO)

XXXX XXXX XX/XX/XXXX The companies involved in this issue are Chase and XXXX. 

From XX/XX/XXXX - XX/XX/XXXX I was charged a total of XXXX transactions by XXXX to my Chase XXXX XXXX XXXX XXXX ending in XXXX that I did not authorize or receive services for. The XXXX unauthorized charges amount to {$37000.00}. These charges do not appear on my XXXX billing history or my XXXX ads accounts. 

During XXXX I did run ads through XXXX and the ads charges only amount to XXXX transactions and a total of {$1700.00}. These legitimate charges do show up on my XXXX billing history and are listed below. 
XX/XX/XXXXXXXX XXXX XXXX XXXX  CA {$400.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$15.00} XX/XX/XXXXXXXX XXXX XXXX XXXX CA {$400.00} XX/XX/XXXX XXXX XXXXXXXX fb.me/ads CA {$600.00} XX/XX/XXXXXXXX XXXX XXXXXXXX fb.me/ads CA {$100.00} XX/XX/XXXX XXXX  XXXX fb.me/ads CA {$240.00} The fraudulent charges that I did not authorize, did not receive service for, and do not show up on my XXXX account are listed below. 
XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$1200.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA XXXX XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX fb.me/ads CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA $ XXXX BY XXXX XX/XX/XXXX & XXXX XXXX XXXX CA $ XXXX BY XXXX XX/XX/XXXX & XXXX XXXX XXXX CA {$900.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$1000.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$600.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$400.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$250.00} XX/XX/XXXX & XXXX XXXX XXXX CA {$170.00} XX/XX/XXXX & XXXX XXXX XXXX CA XXXX XX/XX/XXXX & XXXX XXXX XXXX CA {$120.00} XX/XX/XXXX & XXXX XXXX XXXX CA XXXX XX/XX/XXXX & XXXX XXXX XXXX CA XXXX XX/XX/XXXX & XXXX XXXX XXXX CA XXXX XX/XX/XXXX & XXXX XXXX XXXX CA XXXX XX/XX/XXXX & XXXX XXXX XXXX CA {$50.00} XX/XX/XXXX & XXXX XXXX XXXX CA XXXX XX/XX/XXXX & XXXX XXXX XXXX CA {$50.00} XX/XX/XXXX XXXX XXXX XXXX CA {$35.00} XX/XX/XXXX XXXX XXXX XXXX CA {$25.00} XX/XX/XXXX XXXX XXXX XXXX CA {$15.00} XX/XX/XXXX XXXX XXXX XXXX CA {$10.00} XX/XX/XXXXXXXX XXXX XXXXXXXX XXXX CA {$7.00} XX/XX/XXXXXXXX XXXX XXXX XXXX CA {$5.00} XX/XX/XXXXXXXX XXXX XXXX XXXX CA {$5.00} XXXXXXXX XXXX  XXXX XXXX CA {$3.00} XX/XX/XXXX XXXX XXXX XXXX CA {$3.00} XX/XX/XXXX XXXX XXXXXXXX XXXX CA {$3.00} XX/XX/XXXX XXXX XXXXXXXX XXXX CA {$2.00} XX/XX/XXXX XXXX XXXX XXXX CA {$2.00} XX/XX/XXXXXXXX XXXX  XXXX XXXX CA {$2.00} XX/XX/XXXX XXXX XXXXXXXX XXXX CA {$2.00} XX/XX/XXXXXXXX XXXX XXXX XXXX CA {$2.00} XX/XX/XXXX XXXX  XXXX XXXX CA {$2.00} XX/XX/XXXX XXXX  XXXX XXXX CA {$2.00} XX/XX/XXXX XXXX  XXXX XXXX CA {$2.00} You can see that all transactions I have listed as fraudulent have a XXXX billing code that ends in XXXX. While the XXXX transactions that did come from my account and show up on my billing history end in XXXX. 

XXXX I was shocked and overwhelmed when my card was declined and I saw that there was over {$40000.00} balance on my card. I initially believed these charges were fraudulent or some form of identity theft and called the Chase fraud dept for help. I was unsure of exactly which transactions were fraud because many were of the same amounts as the valid transactions. The fraud dept with Chase initially marked the unapproved charges as fraud and some of the valid charges as fraud as well. They took the charges off of my account, canceled my card and issued me a new card. 

Approx. XX/XX/XXXX I received a call from the Chase fraud dept. They stated that XXXX has said that these charges are from my XXXX account. The fraud dept said that this is not a fraud claim but a merchant dispute issue and they have recharged the charges to my card. They indicated I need to go through XXXX directly or the Chase dispute dept. They stated that if XXXX admitted that there was suspicious activity or fraud on my account that they could then reopen the fraud claim and refund the charges. I discovered that they had flagged some of the XXXX legit transactions in the fraud claim and called Chase to inform them that this XXXX have been the reason for the confusion with XXXX. 

XXXX I sent multiple messages to XXXX and XXXX through their help and billing support pages with no success. Each time I would get a generic reply stating that there was no suspicious activity on my account. 

XXXX Full packet of information with a letter and full list of all transactions showing which were legitimate and which were to be disputed was faxed to the Chase dispute dept. 

XXXX Chase Branch Manager stated they would attempt to escalate this to a higher level who would advocate for me. 

XXXX Update : I received a letter from Chase stating that my dispute has been resolved and my account has been credited for the first XXXX of the XXXX charges. These charges came from the same place as the other XXXX transactions. See attachment F. 

XXXX Police Report Filed. 

XXXX I found on my chase account under track disputes that they had again listed several of the XXXX legitimate transactions and disputes along with the XXXX fraud transactions. I called them multiple times to clarify that the XXXX transactions ending in XXXX should not be included in the dispute. 

XXXX I was called by XXXX from Chase executive dept who stated simply restated what the frauds dept finding were. 

XXXX Out of the blue I received a message from XXXX XXXX admitting that they had found Ive investigated these charges and believe your account has been compromised. Ive refunded all fraudulent purchases back to the original source. Please allow 3-5 business days for the refunded purchases to appear in your account. I saw that 2 of the fraudulent {$900.00} transactions were pending refunds to my account. 

XXXX I replied to XXXX with the additional transaction reference numbers and asked them to investigate and refund the additional charges. They replied, XXXX XXXX, Thanks for contacting XXXX. 
We've detected suspicious activity surrounding your card that resulted in purchases you didn't make. I've issued you a refund for those fraudulent purchases. 
Your payment provider usually makes the refund available to you within XXXX business days. If you still haven't received the money after XXXX business days, I recommend contacting your payment provider for help getting your refund. 
XXXX Received letter from Chase stating that XXXX of the {$900.00} disputed transactions were resolved in my favor! 

I waited 9 days and only XXXX of the XXXX fraud charges were refunded to my account. I called the dispute dept at Chase and they directed me back to the fraud dept. I then submitted the fraud emails from XXXX to Chase fraud dept. 

XXXX Chase Fraud Dept . called me and stated that the email submitted from XXXX was not enough evidence to refund the additional charges and they would be closing the case again. They stated that this is still a merchant dispute and XXXX would have to refund the additional charges. 

Chase keeps closing my case and sending me back and forth between the fraud dept and the dispute dept. XXXX will not thoroughly look through each transaction and issue a refund for the fraud charges. I did not receive any services or authorize any of the XXXX transactions. XXXX has admitted in writing that XXXX of the {$900.00} transactions ending in XXXX are from suspicious activity/fraud. I need Chase to take action on my behalf. Thank you so much to anyone who is taking the time to look into this and advocate for me. I need the truth to prevail as my wife and I, along with our XXXX childrens livelihood depends on this. 

Sincerely, Attachment List : Chase Transaction list from card ending in XXXX ( previously XXXX ) FB lifetime billing report from my business FB ads account where the XXXX valid transactions are listed FB screenshots of the same transactions with FB reference numbers FB lifetime billing report from my personal FB ads account Screenshots of FB orders and payments history XX/XX/XXXX Update Chase Letter validating that XXXX of the transactions that were disputed as fraud were confirmed as fraud or a legitimate dispute and my account has been credited. 
Added XX/XX/XXXX Police Report Added. 
Added XX/XX/XXXX Emails from XXXX acknowledging that my account was compromised and suspicious activity resulted in charges that I did not make. 
Added XX/XX/XXXX Additional Chase dispute letters.