Consumer complaint received 2024-09-24 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: IL

Complaint narrative:
I am a small business owner and having the worst customer service with Chase Bank. I had XXXX taken from my account in credit card payments. These charges were all completed XXXX and have unknown IDs. 

It was discovered that the following charges were processed on my Chase Paymentech: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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I have contacted the Chase Fraud department, Claims Department, Paymentech Customer Service, Business Services, and escalated to the President's Office only to be told that Chase is not liable per their agreement. However, they cannot provide me any such agreement stating as such or having any type of signature attached. I have spent SO many hours trying to get my money back because this is a big blow to my small business. I trusted Chase and they have not lived up to their name. Not only do representatives tell me they will call me back, but they put me into other voicemails which never are returned. Chase Bank is not denying this is fraud, but telling me they are not liable for this fraud. I have also attached a normal Chase Paymentech charges to show the DIFFERENCE between our normal and this huge fraudulent event!

Your fraud and security promises are severely lacking and completely transparent when an an actual fraudulent event occurs! Transactions were processed from another country and these transactions are unlike anything we have EVER completed in years and years of business. After the first handful of fraudulent transactions you allowed to go through, you blocked another 50 or so transactions. So, why the discrepancy now? I am only liable for these first transactions that Chase allowed to post to my account in error? Not only does this not make sense, but these transactions are listed as "trans accepted-CREDIT". We have always used your Chase Paymentech services as a "trans accepted-SALES". How does this not flag your systems as odd? How does this not flag your systems as suspicious because all of these CREDITS went to oversea accounts, which we have NEVER authorized and/or completed such actions with any company. In addition, we have asked numerous times which company/person are connected with these transactions so we can research past transactions, but you cannot and still do not give us any information. I have researched years of these statements and never once see any such business with any of these types of transactions. If you say I have authorized these transactions or even authorized such transactions with this company, please show me proof of such authorization and transaction. Please provide me information on where these erroneous credits were sent so I can prove no such business exists (or business which I have ever had transactions or authorized transactions). This is why as my chosen financial institution, I trusted Chase (for over a decade plus) to keep me and my small business protected. I have been loyal and a customer that has never had any issues. Not only have you lost my trust, but you have shown that you do not have exceptional customer service at all. I need a bank that stands behind their customers and their products. Your past action by allowing me to be liable for only a few fraudulent payments while blocking many others, shows me how Chase has no idea when it comes to fraud and security of small businesses. You state a Paymentech agreement, which was never given to me when the account was opened many, many years ago. How is that for customer service? I would prefer to resolve this within Chase with my stolen money back in my account. Will Chase will not stand behind their word or their "so-called" beliefs and standards? It is completely apparent this situation needs to be rectified by Chase now, and I need those fraudulent transactions credited back to my account as well as interest and compensation.

Company response to consumer: Closed with explanation