Consumer complaint received 2025-11-28 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: TX

Complaint narrative:
Subject : Chase refuses to reverse unauthorized XXXX XXXX, online, and in-person transactions. 

Between XX/XX/2025 and XX/XX/2025, multiple unauthorized transactions appeared on my Chase credit card ending in ( XXXX XXXXXXXX ). These include : XXXX XXXX {$170.00} Transaction Date : XX/XX/2025 Posted XX/XX/2025 Online/mail/phone Travel XXXX XXXX XXXXXXXX {$68.00} Transaction Date : XX/XX/2025 Posted XX/XX/2025 In person Food & drink XXXX XXXX {$6.00} Transaction Date : XX/XX/2025 Posted XX/XX/2025 In person Food & drink XXXX XXXX XXXX {$130.00} Transaction Date : XX/XX/2025 Posted XX/XX/2025 In person Health & wellness XXXX XXXX XXXX {$63.00} Transaction Date : XX/XX/2025 Posted XX/XX/2025 In person Groceries XXXX XXXX XXXX {$41.00} Transaction Date : XX/XX/2025 Posted XX/XX/2025 In person Groceries XXXX XXXX XXXX XXXX XXXXXXXX {$2.00} Transaction Date : XX/XX/2025 Posted XX/XX/2025 In person Food & drink * XXXX XXXX  {$18.00} Transaction Date : XX/XX/2025 Posted XX/XX/2025 Online/mail/phone Travel * XXXX XXXX  {$7.00} Transaction Date : XX/XX/2025 Posted XX/XX/2025 Online/mail/phone Travel * XXXX XXXX {$280.00} Transaction Date : XX/XX/2025 Posted XX/XX/2025 Online/mail/phone Groceries * XXXX XXXX {$120.00} Transaction Date : XX/XX/2025 Posted XX/XX/2025 Online/mail/phone Groceries I did not authorize any of these transactions. Chase has stated that all these charges were XXXX XXXX and authorized, which is contradictory to the merchant descriptors : some are in-person, some online/email, and some XXXX XXXX. This is impossible and shows Chase did not conduct a proper investigation. 

I contacted Chase multiple times : Spoke with fraud and customer service representatives, who stated XXXX XXXX transactions can not be unauthorized and that the charges matched my phone/device. 

I requested documentation to verify each charge, Chase refused to provide any documentation and stated they could not reverse charges unless I supplied XXXX XXXX transaction history. Chase told me to contact XXXX but stated they could not do it on my behalf. 

Chase closed my account while the dispute investigation was still pending, without informing me, and then reversed the disputed transactions after account closure, again without notifying me. 

As a result of these actions, my credit score dropped by XXXX points, negatively impacting my creditworthiness. I was informed no clear reason was provided for the account closure. 

Under the Fair Credit Billing Act, the burden is on Chase to prove that I authorized these transactions. Simply stating XXXX XXXX or device match is not sufficient evidence. 

I am submitting this complaint because Chase has : Refused to reverse clearly unauthorized transactions in a timely and transparent manner. Provided contradictory explanations regarding online, in-person, and XXXX XXXX  transactions Closed my account during an ongoing investigation without notifying me Reversed transactions after account closure without informing me Caused a XXXX drop in my credit score due to their improper actions Denied providing documentation required under the law I request CFPB require Chase to : Provide proof of my authorization Reopen and reinvestigate my dispute Refund all unauthorized transactions unless valid proof of authorization exists Stop stating that XXXX XXXX transactions can not be fraudulent Explain why my account was closed during an ongoing dispute Correct any credit reporting errors and restore my credit score impacted by this incident. 

Thank you.

Company response to consumer: Closed with explanation