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 — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
- On XX/XX/XXXX, I received a text alert that a charge of {$2700.00} had been made at XXXX. I was in meetings at work ( along with my spouse, the only other person with access to the card ) and clearly did not make this purchase. 

- Within XXXX minute, I called Chase to report the fraudulent activity, and requested the card be blocked - I was informed by Chase that the charge would be removed pending investigation. 

- I received a replacement card and have had no other issues with that account. 

- During the week of XX/XX/XXXX I discovered that the disputed charge had been reinstated to my account without notification. I promptly called Chase again and was instructed to contact XXXX for supporting information. 

- During this call, as Chase reopened the investigation, I was also advised to contact XXXX to ask them for information and share back at this email address ( XXXX ) my finding ( which i did, with screenshots of my Chat with the XXXX Support ) - XXXX told me that while I had an investigation opened on the Chase side, they would not investigate nor provide me any details about this. 

- The week of XX/XX/XXXX, I received a letter from Chase stating that after a second review, they again confirmed that the transaction was valid since XXXX told them that " I received benefit from the transaction ''. Also, Chase called me to tell me that I should contact XXXX and have them investigate. To note, in the meantime I had to pay my Chase Visa bill ( inclusive of this fraudulent charge of {$2700.00}, to avoid incurring in late charges, NOT as admission of making the purchase ) - In correspondence with XXXX ( on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) I requested critical transaction details ( IP address, delivery information, event attendance ) to prove I did NOT make the purchase, nor did I benefit from the purchase. XXXX refused to provide this while a dispute was pending with Chase and to date I have received no response. 

- On or about the week of XX/XX/XXXX I received a letter from Chase stating that after a second review the charge was deemed valid because XXXX claimed I received benefit. However, I have not used the tickets, never went to the event, did not know the artist, have not been in the city where the event occurred, and have not accessed my XXXX account in weeks. 

- On XX/XX/XXXX, I sent a formal email to XXXX ( XXXX ; XXXX ) to protest about the lack of response and again request critical information such as IP address from which purchase was made, delivery information, event attendance proof to prove I did NOT make the purchase, nor I did benefit from the purchase. I also again offered to provide any additional details/information they might have needed. As of today ( XX/XX/XXXX ) no feedback was received by XXXX. 

- On the same day, XX/XX/XXXX, I again sent another formal dispute to Chase ( XXXX ), providing all the details as above and requesting : XXXX a full, fair investigation under Regulation Z/FCBA ; XXXX a written explanation of the evidence used by Chase to determine I made the purchase/received the benefit ; XXXX a reinstatement of the provisional credit for the disputed amount while the investigation is ongoing and the above is provided. I did NOT receive any of the above from Chase. However I received a call from Chase a few days later saying that they were willing to call XXXX with me on the phone : they got someone on the phone that had no idea of the case and couldn't say anything more than " the team is still looking into that and it takes time ''. 

- On XX/XX/XXXX, I therefore opened a formal case with the Police for fraudulent charges. 

Other supporting facts : - I immediately called Chase and blocked my credit card as soon as I received the text notifying a purchase I did NOT authorize was made with my credit card ( minutes after ). If it was an incorrect purchase from my side, I would have tried at least to access my XXXX account and tried to cancel there first - I was in work meetings at the time of the purchase ( I can provide proof ) - Screenshots of my chat with XXXX ( refusing to provide details ), plus the screenshot showing the tickets in my XXXX account without any action on my part, are attached- I can prove I've not been to XXXX in years and never to the Arena was the concert was - XXXX has been the target of multiple hacks, most notably in XXXX and recently in XXXX - Chase nor XXXX are providing the critical details that would prove I did not make the purchase ( XXXX. IP address from where the purchase was made/any confirmation of compromised account on XXXX ; XXXX proof that they checked my ID for the nominal tickets at the arena, nor the IDs of the people who might have used those tickets ; XXXX proof I never claimed the tickets from my email/XX/XX/XXXX account ; etc. ) - I have an excellent credit history, always pay in full, and have no prior history of disputed charges

Company response to consumer: Closed with monetary relief