Consumer complaint received 2024-05-31
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO. (IL)

On XX/XX/XXXX my card was used in XXXX for XXXX and then I was charged another XXXX for exchange rate. My card was absolutely not used that day whatsoever at all. I call chase and the man on the phone basically made me look like a liar by saying the physical card was used when it clearly was not as I had my card. Chase is now saying my claim credit for the amounts will be reversed since apparently their investigation showed that it was an actual charge. All my other charges were mine and were made around the same date but they were all located in my area. I said that I could get proof that the whole entire day all the time I spent was at XXXX and at home through XXXX XXXX XXXX XXXX but I was just put to the side. I went inside the branch near me and explained the whole problem and it seems nothing can be done. There is multiple amounts of proof that I was at home nowhere near XXXX during this time and that i was at home along with that not physically shopping or using my card. Chase has put me to the side and basically told me that it shows that my physical card was used and they told me its not possible to replicate some part of the chip or something and made me look and feel like I did not know what I was talking about. I am extremely disappointed on how they are handling my situation and not willing to see the whole situation and see how I was physically incapable of making this purchase.I have some pictures and videos throughout that Friday the XXXX of XXXX timestamped showing me either at home or at school. I am trying to show all the proof I can but that was what seemed to be a normal day for me and I wasnt documenting every single minute of my life like they expected me to! I am also surprised that the charges didnt ring any bells as I have never used my card in XXXX and it was very random. I am willing to show more pictures and proof but some of these have my face since it is security footage so I would rather share them personally. Chase is choosing not to see my side of the story and my facts but would rather just believe the thieves even though the evidence clearly shows that I was in the state of Illinois during this time and that same day I was only at school and home. This is the worst customer service agent I have ever spoken to and have never felt so disrespected. He refused to see my side. I dont understand how someone can tell me that the life I was living is wrong and that I was allegedly in a different country physically charging my card. I also asked if I could get the time stamp that the card was used so I could get more proof for him and he told me around XXXX and I have both footage, texts, videos, witnesses that can place me in my home in Illinois at those times! Chase has been a nightmare with their customer service and expect me to document every single second and minute of my daily life when I was just going about my normal day. I just want them to look at the facts logically and see how it is not physically capable for me to have done these charges let alone with my physical card. Being told that since my card was used physically he told me there is no way to duplicate this part of the card so he told me there is no way my card was not there for the transaction. Sorry to let him know but my card was not there for the actual transaction so IT IS possible to make a fraudulent part of this physical card I guess! So disappointed as me and my family have been with them for YEARS for both personal and business accounts and I feel as if we only face countless problems over these years.