Consumer complaint received 2017-07-24
Product: Credit card or prepaid 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. (CA)

In XX/XX/XXXX, I traveled to XXXX with my mother, and someone charged {$22000.00} to my Chase Sapphire Reserve credit card sometime between lunch and dinner on XX/XX/XXXX. I found out when my {$26.00} pizza dinner was declined, and I saw that Chase sent me an email stating that they approved the $ XXXX charge but declined the {$26.00} charge. I immediately called to cancel the card and report the fraud. At the time, Chase promptly canceled the card and took the transaction off my account. However, on XX/XX/XXXX, the fraud department called me to investigate the claim. Then on XX/XX/XXXX they called saying that my claim was rejected because their system shows that the chip was read and that I must have been there because the card was always in my possession. Further, they said that they would place the transaction back on my account and that I needed to pay at my regularly scheduled payment due date. It seems obvious that this transaction was n't incurred by me because 1 ) Ive never charged $ XXXX in the whole history of the card, 2 ) Ive never charged a single transaction at a merchant that was coded as a clothing store on this card, 3 ) the city they claim the merchant is in ( XXXX XXXX ) is, according to XXXX  maps, a 1hr 35min plane ride away from my preceding and following transactions, and 4 ) the merchant is literally just a persons name. I 've already spoken to 2 agents and 2 supervisors over the phone, but they say that I need to prove to them that it was n't me. When I asked what kind of proof do they need, other than my itinerary and other transactions that prove my location, they only say, " any new information that can help your claim. '' This is a total non-answer that doesnt help me figure out what I need to do to prove to you that it wasnt me. The agents repeatedly asked me to explain how this fraud happened. I dont know how it happened. Isnt it the fraud departments responsibility to investigate it themselves? They also keep saying that I am welcome to investigate the merchant, but they 're unwilling or unable to prove me much information about the merchant other than the name ( XXXX XXXX, which is again literally a person 's name ) and the fact that it 's a parent company that includes clothing stores and gentlemen 's clubs. Any of my friends can vouch for the fact that I do not and would not frequent a gentlemen 's club. The agents are telling me that I need to call the merchant to have them revoke their claim on the transaction to rectify this situation, but I do n't even know what business this is because nothing comes up when I XXXX the name. I think its ridiculous that my claim is being rejected and that theyre putting the $ XXXX charge back on my account, while requiring me to prove that it wasnt me. Finally, it seems theres something wrong with their fraud detection system if a {$26.00} charge from a pizzeria ( whose name actually sounds like a real business ) is declined and a {$22000.00} charge from an individual is approved. I want to reiterate that this transaction was definitely not me, and that I was never in any clothing stores, gentlemens clubs, or related establishments that day. Is there any way you can help me to rectify the situation? It does not seem like their fraud department has done enough investigation, and theyre abusing their position to put the liability for their mistake of their system not automatically rejecting the charge by putting it back on my account. Thank you in advance for any help you can provide.