Consumer complaint received 2024-08-14 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:
This is regarding a serious fraudulent charge that has been applied to my Chase Sapphire Reserve credit card. This fraudulent charge is the result of a sophisticated scam that has targeted many victims, including me and my family. The charge has already been disputed with Chase on XXXX XX/XX/year>, which was the date that we first learned that we had been victims of this scam. At that time, information relating to the scam was provided to a Chase representative over the phone. 

On XXXX XXXX, 2024 I needed to call XXXX XXXX to book our pet dog onto my existing XXXX XXXX flights from XXXX to the XXXX. The date of their travel was XXXX XX/XX/year>. I was unable to access my XXXX XXXX app to obtain the correct phone number for XXXX due to an outage. As such I performed a XXXX search for XXXX XXXX pet bookings. I dialed the top XXXX search result for XXXX XXXX pet booking ( XXXX ) and a representative from XXXX XXXX answered. They informed me that they were having issues locating my booking, so I confirmed the flight and booking details. The representative then found the booking for my daughter and I. The agent then proceeded to 'book " our dog on the same XXXX XXXX XXXX my daughter and I from XXXX XXXX the XXXX XXXX The fee given for the pet booking was {$1400.00}. I was informed that the reservation payment would be taken in XXXX installments. The first charge of {$790.00} would go through immediately, and the second charge of {$700.00} would be taken 50 days prior to our travel date. I then provided the agent with our Chase Sapphire Reserve CC number. On that same day of XXXX XXXX, 2024 I received a confirmation email from the agent letting us know that our dogs booking on the flight was confirmed. 

At this point my family had no reason to suspect that anything fraudulent had taken place. We noted that the first transaction of {$790.00} was applied to our Chase Sapphire reserve card, and we proceeded to pay the billing on time as usual. 

On XXXX XX/XX/year> I contacted XXXX XXXX to confirm the bookings for our dog using the number from my XXXX app. At this point I was informed that XXXX XXXX has no record of the booking for our dog. In fact, the representative said as standard procedure, they DO NOT accept bookings for pets over the phone. In order to book a pet on a XXXX XXXX flight, you must go through their online portal to request the booking first. Following this you would receive an email from XXXX confirming whether or not your request was approved. 

I repeatedly tried calling the number at the bottom of the confirmation email ( XXXX ) only to have no XXXXne answer. When performing a XXXX search for the telephone number this fraudulent company has provided in their email, the first results are all related to the company being an organized scam. This company is clearly fraudulent, and listed by XXXX XXXX XXXX with an F rating and statements from dozens of other victims of their scam. It was at this time we realized we had been victims of a sophisticated and fraudulent scam. 

On the same day we realized that we had been scammed, we immediately contacted Chase. We provided all the details of our claim over the phone to your agent. After taking all the details regarding the fraud we then asked the agent about canceling the existing cards and reissuing us with new cards. We were very surprised that the agent suggested this was not necessary. They informed us to keep the existing cards until the results of the investigation. We would have expected at the very least that our credit cards would have been canceled and new cards issued, given the fraudulent company had obtained all the necessary information to continue to fraudulently charge our credit cards. 

Shockingly, Chase has concluded that the charge is valid despite the overwhelming evidence that this fraudulent company represents it is XXXX XXXX, when it is not, and that a ticket would be booked upon payment of the first of XXXX installments, when no such ticket was booked after our Chase card was charged {$790.00}. The XX/XX/year>, confirmation email from the fraudulent company represents that the booking was successful, yet XXXX XXXX had no record of the booking. Nor could they, given XXXX XXXX policy is that it does not take ticket bookings for pets over the phone and that such reservations must be made through their online portal. 

Moreover, Chase offered no explanation for the fraudulent companys booking price that is almost XXXX times that of the booking price XXXX XXXX actually charged. A cursory review of the fraudulent companys responsive letter to Chase should raise serious red flags about the legitimacy of the merchant. 

- The responsive letter makes reference to XXXX XXXX when no such booking was ever requested or made with XXXX XXXX ( point # XXXX ) ; - The responsive letter represents that we had already taken flight, when the booking was to take place XXXX days later ; - The responsive letter represents that a ticket was purchased, when XXXX XXXX has no record of a ticket being purchased ; and- The responsive letter contains many typographical and grammatical errors. 
It is clear that the responsive letter is a boilerplate letter that is used to superficially respond to credit card disputes that have been initiated by victims of this fraudulent scam. The fact that Chases fraud department overlooked these multiple and obvious issues is concerning. 

For reference we have attached : - the letter from Chase confirming the decision on their investigation to side with the fraudulant company ; - the 'confirmation ' email we received from the fraudulant company for the pet booking ; - screenshot showing the fraudulant number from the fraudulant company 's confirmation email ; and- the proper official email customers receive when they make the booking request online - report filed with the FTC XXXX which contains the contact details of the company posing as XXXX XXXX XXXX which were located on the XXXX XXXX XXXX XXXX. That indicates their Scam ID XXXX. 


I have since reported this fraudulent company to XXXX XXXX, the Federal Trade Commission, and the FBI. As my husband and I are joint account holders for the card, are filing a complaint and ask that you please review our evidence considering that Chase has chosen to support to a clearly fraudulent company who has a clear history of scamming people. While it is unfortunate that Chase, too, has initially fallen for this fraudulent companys scam, we hope that they would take the opportunity to correct its error and do the right thing for its long-time customers.

Company response to consumer: Closed with explanation