Consumer complaint received 01/25/2018 about Credit card or prepaid card (General-purpose credit card or charge card) with JPMORGAN CHASE & CO. (DC).
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint: Dear CFPB, On XX/XX/XXXX, I filed a restraining order against my estranged husband and removed him as an authorized user from my Chase XXXX credit card so that no further charges could be made with his card. 
On or about XX/XX/XXXX, I noticed that several charges from my estranged husbands cancelled card totaling {$480.00} were charged to my account. They were his gym fees of {$350.00} from XXXX XXXX XXXX and {$42.00} from XXXX XXXX XXXX XXXX. ( Please see enclosed screen shots of these charges to my credit card ). I immediately contacted Chase XXXX and informed them of these unauthorized charges. Before Chase could move forward with processing my disputed charges, they asked me to contact the vendors to stop the charges. Chase admitted that they continue to allow recurring charges and stated they dont have a mechanism in place to stop them even though I cancelled my estranged husbands card. 
When I contacted XXXX XXXX XXXX, the rep understood my situation and agreed to assist me by reaching out to my estranged husband for another credit card number and would stop future charges. She informed me that she could not refund me the {$350.00}. When I contacted XXXX XXXX XXXX XXXXXXXX, they immediately credited me the funds. 
On XX/XX/XXXX, a Chase rep XXXX XXXX XXXX contacted me to discuss the disputed charges. XXXX XXXX said she was going to conduct a three way call with XXXX XXXX XXXX asking them to cancel my estranged husbands membership and refund me the {$350.00} of unauthorized charges. I objected to XXXX XXXX approach and refused to participate in the call. Before I ended the call, I explained to XXXX XXXX that I did not feel comfortable participating in this call as I believed it was not only inappropriate for XXXX XXXX to attempt to cancel my estranged husbands gym membership but probably illegal. I further expressed that this is beyond her authority as a Chase XXXX Representative. I stated that the only person who could cancel the gym membership is my estranged husband. I then stated that this issue is Chases for allowing these unauthorized charges and that they should be responsible for refunding me. XXXX XXXX said cancelling my estranged husbands gym membership was the only way to stop the recurring charges. 
The following day, XX/XX/XXXX, XXXX XXXX called me again and this time she did commence a three way call with XXXX XXXX XXXX. XXXX XXXX asked me to explain to XXXX XXXX XXXX my situation and to cancel my estranged husbands membership. I explained to XXXX XXXX again and to XXXX XXXX XXXX that I did not want to cancel my estranged husbands gym membership as I did not have the authority to do so and did not want to cancel it. I stated that I was looking to get refunded for the unauthorized charges. XXXX XXXX XXXX agreed with me and stated that the gym membership and contract is between XXXX XXXX XXXX and my estranged husband. They explained that the credit card on file is in my estranged husbands name and that they can not talk to us further about his account. 
Because Chase XXXX stated the only way to stop the recurring charges was for me to cancel my estranged husbands membership, I asked XXXX XXXX to close my account entirely since they couldnt and wouldnt stop the recurring charges and wouldnt refund me either. 
A few hours later, I called Chase XXXX again to ensure my account was closed. It wasnt closed and I closed it then. The Chase Rep then said to me that I would STILL be obligated to pay any recurring charges that might be charged to my account even after I closed my account. 
A few days later, I received the enclosed letter from Chase stating that they determined the charges were authentic and that I was responsible for them. I called Chase one more time to express my concern and to state again that I did my part by removing my estranged husband as an authorized user, and that Chase didnt do their part to decline the charges. I spoke with XXXX XXXX XXXX who would not budge on the matter. Hearing this, I realized I needed CFPB to intervene. 
Can you assist in getting Chase XXXX to refund me for the unauthorized charges of {$350.00} to my credit card and from a public policy perspective get Chase to stop recurring charges when a card holder cancels the card, removes an authorized user, or is reissued a new card?

Company response to consumer: Closed with monetary relief