Consumer complaint received 2025-11-18 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:
On XX/XX/year> at approximately XXXX, I was with my XXXX  at XXXX XXXX XXXX XXXX in XXXX, OH ( my daughter is in the XXXX XXXX ). I received a text notice that a charge was made to my card and asking if it was fraud. I responded " yes '', and received notification that the charge would be denied, I would be sent a new card, and he card would be cancelled. I logged into my chase account on my phone and saw that it was to a XXXX XXXX store. I tried to call XXXX XXXX multiple times, but I oculd n't get to a live person. I did the chat as well on the XXXX XXXX site with no luck. I looked at my Chase account the next day and saw that there were two charges and only one refund so I called them to report it again. They assured me again that it would be taken care of. I didn't think much of it after that. Insurance is one of the reasons I use a credit card instead of a debit card. 

Fast forward to last week and I get a call from a Chase call center in the XXXX. The connection was terrible and I could understand about half of what was said. They asked what I did with the card. I told them that I don't really know and that I probably disposed of it, but that it was 6 weeks ago and I really don't remember all of the details. They then said that I had to have had the card and I had to have been the one that made the charge. I assumed it was a scam call, so I hung up and called back into the fraud department. They told me the same thing and said that since they had my voice recorded saying that I must have had the card that I " benefitted '' from the transaction and it's my responsibility. I told them that if they would have called any time in the first few weeks of it happening and not almost two months later that I probably would have a better recollection of what happened and that I really have no idea what happened with the card. I already had my new, replacement card and didn't give it much thought. They then asked me if I could prove that I wasn't at XXXX XXXX ( which is an odd request in itself as I don't really know which XXXX XXXX the charge was made at XXXX  I THINK the store number is referenced in the charge and I THINK that it was for XXXX PA but I don't really know if that's what is referenced in the charge description on my statement ). I emailed them my tickets to the game ( which are time-stamped on when I bought them ). They said it wasn't good enough and that they would not look into it further and the charge would be placed back on my card ( it was as of a couple days ago ). I have no idea how to even begin addressing this. Any help/guidance is appreciated. Friends have told me to file a police report, but how do I even know WHERE to file as I don't know where the theft occured. I can assure you that if the signatures were looked at on the credit card slip that they woud n't match as it wasn't my signature as I was at a XXXX XXXX XXXX game when it happened. Why would I report it as fraud on my text alert if I was there trying to buy something? It just doesn't make sense and Chase is unwilling to even discuss it with me anymore.

Company response to consumer: Closed with monetary relief