Consumer complaint received 2024-02-13 00:00:00
Product: Credit 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.
State: OH

Complaint narrative:
I would like to file another fraud report on my Chase Sapphire account ending in XXXX. 
I Received a txt message from Chase asking if I had made a $ XXXX charge. I responded to the text stating it wasnt mine. I received a txt back stating they will shut down my card and a new one would be issued to me. 
I went online the next day and noticed that my credit card had still not been closed and that there was a transaction made prior to the $ XXXX charge for $ XXXX. 
This frustrated me as I was told that the credit card was closed and a new one issued. It obviously hadnt been done by Chase and I had to call them and ensure the representative completed the request properly. 
I called Chase to make sure it was taken care of. I told them about the XXXX charges that were made that were not mine. 
o XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ {$13000.00} The rep on the phone said that they could see that the card was used but it was a card that didnt have a chip in it. I told them I still had my card in my possession and wasnt in NY or NJ. I asked how in the world this could happen. She advised me that people make counterfeit cards and use those and that was probably what happened. 
I notified my authorized users the account had fraud and that we were being sent new cards. 
My authorized users were home with me over the holiday break and have not travelled out of state. 

I assumed this was taken care of until I went to pay my bill last night and noticed I had a balance of {$40000.00} on my account. When I logged in, I could see that Chase charged back those same two transactions and didnt notify me. I received no communication from them. 
I called customer services and they said they couldnt do anything to help me and that I needed to talk with the fraud department, and they were closed. 
I called fraud this morning and they told me that they saw the transaction was made by my authorized user. 
o I told them over and over that that wasnt true and that my auth users were home with me in XXXX  and that we didnt make those charges. 
o I finally asked to speak with a supervisor. 
o I advised the supervisor of the same and she told me that since the card was used, they charged my account back and that I had to Re-Open it again this time in writing??????!!!!! 
o I told her again that we didnt make these charges and that CHASE XXXX me a notification to alert me of this and that I advised them these were not made by me or my auth users at that time in XXXX. She repeated that I need to send it in writing. 
I am very upset about the lack of service from CHASE. 
o Chase sent me the notification of the $ XXXX charge and I advised them it was not made by us, and they told me they would close the account. 
o Chase didnt close the account and I had to call to validate it was done after they neglected to the first time. 
o Chase also allowed a charge of $ XXXX to hit my account with out any validation or verification from me. Nothing was flagged. I have never made any transaction of this size in my life, nor had we been to XXXX or XXXX 
o When chase recharged my account with the fraudulent activity, they didnt notify me when and why they did so. When I asked the supervisor, she said a letter was mailed. 
A letter was not mailed to me. 
She asked me to review my account online and see where the letters/ documents are sent I looked and there was nothing there. 
I asked her to send it to me in the mail on XX/XX/XXXX.

Company response to consumer: Closed with explanation