Consumer complaint received 2024-04-23
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO. (UT)

When the Chase Fraud team reached out on XX/XX/XXXX at XXXX XXXX  XXXX via text to ask if I made a purchase with XXXX  for {$740.00}, I swiftly declined and was then informed my account was closed and a new card would be issued. At that point, I thought the issue was taken care of. Following that, I called on XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX after finding a charge processed by XXXX for {$760.00}. I spoke to an agent to reaffirm and verify that I did not make any purchases on my card after my purchase at XXXX XXXX XXXX in the evening of XX/XX/XXXX and the agent issued a credit for the {$760.00} and informed me the case would be reviewed but I was not responsible for the charge. Both times I reaffirmed that I did not make or authorize any purchases made by XXXX on XX/XX/XXXX. Much to my surprise, I was contacted by Chase on XX/XX/XXXX and informed I would be responsible for the charge. Here we are with you stating that I made the purchase, when from the very start, this has not been what I have stated. Why would I have declined XXXX purchase with XXXX and made the other, and shut down my card? This entire time, I have maintained that I never made any purchases with XXXX. 

On XX/XX/XXXX I flew from XXXX XXXX XXXX, UT to XXXX, OR where I stayed until Sunday XX/XX/XXXX ( see Figure XXXX, Figure XXXX, and Figure XXXX ). The tickets that were purchased for XXXX were for a concert in XXXX XXXX on XX/XX/XXXX ( See Figure XXXX ). I am aware the purchase came from my XXXX account, however, when I placed the food order on XX/XX/XXXX for XXXX XXXX XXXX, my card information and email address were required for the online order form. A few hours after the purchase I began to receive over a XXXX emails in a short period of time of email subscriptions to my email ( see Figure XXXX ). These emails did not include my first name, but instead the name was a combination of letters and numbers, meaning my email information was scraped and then published on a site to be used maliciously ( See Figure XXXX for a spam example ). Unfortunately, my XXXX account also had a compromised password at the time but there werent any payment methods saved to the account. Unfortunately, when combined with stolen card information, and a matching email, this allowed the hacker to log into my XXXX account, and make a fraudulent charge for the tickets, while imitating me. I reached out to XXXX to see if they have the XXXX address my account was logged in from on XX/XX/XXXX, but was told that this can only be requested by Chases fraud department. As you are the bank, please request information, because XXXX 's customer service denied me access to that information. 

As a consumer, I have done what was within my power to take all possible steps to prove that I did not make the purchase for {$760.00} that was fraudulently charged to my account. I maintain that I did not attempt or authorize either of the XXXX purchase attempts from XXXX on XX/XX/XXXX. I implore you to side with your customer since XXXX. If you looked into my account, this fraudulent purchase falls outside of my normal purchasing behavior. Before this instance, I have had a great relationship with Chase, and recommended my bank to others. I currently am not satisfied with how the situation is being handled and can not recommend using Chases banking services.