Consumer complaint received 2024-04-04 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 am writing to file a formal complaint against Chase Bank regarding their handling of an unauthorized charge on my account, which I first reported on XX/XX/2024. This complaint stems from their failure to effectively address and resolve the issue, leading to confusion, misinformation, and a lack of proper communication on their part. 

The sequence of events is as follows : Initial Report of Unauthorized Charge : During a business trip, I provided my credit card to a hotel to cover a potential charge of {$1000.00} for incidental expenses. I did not incur any such expenses during my stay. Upon my return, I discovered an unauthorized charge of {$1300.00} on my card. I immediately contacted Chase to dispute this charge. 
Follow-Up and Advice from Chase : After reporting the issue, I followed up a week later for an update. At this point, I was advised to cancel my current card, request a new one, and then report the incident to Chase 's fraud department. I complied with these instructions and requested that the details of our conversation be documented, expressing my concern over what appeared to be an internal passing of responsibility. 
Temporary Resolution : In XX/XX/2024, Chase notified me via letter that the charge had been reversed. However, upon checking my account recently, I discovered that the charge had been reinstated without any explanation. 
Lack of Communication and Misinformation : Despite Chase 's claim of having completed their investigation, I have received minimal information regarding the basis of their decision not to classify the incident as fraud. Their communication has been inadequate, with no calls received ( contrary to their claims ) and misleading letters sent. The most recent communication from the Fraud Investigations Unit, through an individual named XXXX, indicated that the previously reversed charge was, in fact, added back to my account under the guise of having " received a benefit, '' a statement both confusing and incorrect. 
Chase 's handling of this matter has been deeply troubling. Their refusal to provide detailed contact information for their representatives, coupled with a lack of accountability and clear communication, has only compounded the frustration and inconvenience caused by the initial unauthorized charge. The discrepancy between their actions and their verbal and written assurances has eroded my trust in their processes. 

I request a thorough review of this matter, including a clear explanation of Chase 's investigation process and criteria for determining fraud. Additionally, I seek an immediate and permanent reversal of the unauthorized charge, along with an apology for the mishandling of my case and the undue stress it has caused. 

Thank you for your attention to this matter. I am willing to provide any further information required to assist in the resolution of this complaint. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation