Consumer complaint received 2022-12-28
Product: Credit card or prepaid 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. (IA)

Complaint:
I disputed a charge on my Chase credit card on XX/XX/2022. I received a text message that there had been a {$2000.00} purchase on my/our card. It was a XXXX and both my XXXX and I were home working on our new house building walls. I went to my computer to check my credit card. I discovered that there was a charge for {$2000.00} to a company called XXXX, XXXX. I went back and asked my XXXX if he recognized it as something we would have bought for the house construction. He said no he didn't think so, so I went back to see what the company was. When I looked it up on XXXX it said it was a 'wedding venue ' in XXXX XXXX XXXX XXXX  XXXX Now I knew that neither XXXX of us had made a purchase there, because we live in the XXXX XXXX, and all three of our children are already married and live within XXXX miles. I immediately went to the Chase website and disputed the charge. The charge was immediately removed from my account and they claimed they would investigate and let me know the results, meanwhile they would send us new cards. The new cards arrived within XXXX days and I assumed it was a done deal, until I got a letter dated XX/XX/2022 telling me that the review of the unauthorized purchase on my account had been completed and the conclusion was that we had 'received benefit from this transaction '. I got online and it showed that the {$2000.00} had already been returned to my account. I called the number at the bottom of the letter for the Chase Fraud Department immediately. The agent that answered asked me some identifying questions and looked up the transaction and review. She asked if both my husband and I had our cards in our possession that day and I told her yes, and that we had spent the whole day on our property working on the new house. She then told me that what I had just told her was impossible because the 'actual ' card had been swiped at XXXX., essentially calling me a liar. I told her that someone had obviously made a darn authentic copy of my card, at which point she said she would reopen the case. I mistakenly assumed that meant they would remove the charge again. They did not. 

At this point I XXXX XXXXXXXX, XXXX again with the intention of calling them. This time it came up as XXXX XXXX XXXX XXXX. I called the number listed and got a recording that said this number is no longer in service. I wasn't surprised. Why didn't the Chase 'investigators ' find the same results. On XX/XX/2022 I got another update from Chase saying that they had again reviewed the case and they were standing by their investigation and that the transaction was valid. On XX/XX/2022 I received another notification online saying the same thing and that I would be responsible for the balance according to the terms and conditions of my credit card. They again reassured me that they had researched it thoroughly. 

I then called the Chase Fraud line again and talked to an agent. She told me I needed proof that both my husband and I were in the vicinity of our home on the day in question. Pictures with dates and locations, sales receipts, etc. would all be helpful. She again reiterated that the actual card was swiped at the XXXX. I repeated that it wasn't possible because we had both been in possession of our cards that day. I felt like a broken record. I then asked her to produce either my husband 's or my signature since they were so sure the 'actual " card was used at XXXX and asked why I was the one that had to prove everything and they were proving nothing to me? She suggested I write an email and include my questions and the picture I told her proved that we were both at home on XX/XX/2022. I sat down immediately and wrote that email to XXXX. I also included a photo that a friend had snapped from that day that showed the date and location and included my husband, a neighbor and myself building a wall. I received an email back in under XXXX minutes that my message was received and it may take up to XXXX days for the investigation to be resolved. On XX/XX/2022 ( XXXX short days later ) I got another notice through their website that they had come to the same conclusion. Blah, blah, XXXX did not address my request for a copy of my signature, they didn't acknowledge the picture, nothing. 

I am requesting that this error be corrected with no affect on my credit score and the amount of {$2000.00} returned to the balance on my Chase Freedom card. It was deducted and paid because I was afraid of what would happen to my credit score if I didn't! As far as I'm concerned it never should have been returned to my balance because this is NOT resolved and from what I've read the timeline is unlimited. 

I sent them a certified letter on XX/XX/2022, with all correspondence attached as well as the picture showing us at home. I stated that if I hadn't heard from them in XXXX days after their receipt of the letter that I was going to contact the CFPB, so here we are. I received a message online today with the same generic letter stating that they stand by their investigation and I owe them for it. I will be closing the account but am not sure I should until it's resolved. What is your opinion? 

What is next for me? Can you help me? I'm even willing to hire a lawyer because now for me it's the principle. I'm lucky I am able to absorb the charge, somewhat uncomfortably, but still able. There are a lot of people out there that can't! 

I included a copy of everything I sent in the certified letter in the download of documents being sent to you as part of this procedure. 

Thank you very much for your consideration.

Company response to consumer: Closed with explanation