Consumer complaint received 2024-12-11 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: NJ

Complaint narrative:
On XX/XX/2024, I discovered an unrecognized transaction for " XXXXXXXX XXXX  '' on a joint credit card. That transaction was listed on XX/XX/2024 ; I later realized a previous charge was made on XX/XX/2024. 

Before reporting the charge to Chase, I wanted to determine if it was fraudulent. I found remarkably little information about the company except for an unclaimed XXXX page. The XXXX page classified the business as offering tutoring services and placed it in a town thatper XXXX XXXX XXXX hour XXXX  of our location by car ; we do not own a car and would not utilize a tutor that so far away from us. The XXXX page had a phone number listed, and an internet search for that number also offered remarkably few internet search results. I took a few screenshots for my records. 

At that point, we knew these were fraudulent charges and needed to report them to Chase. Due to upcoming travel, this required a phone call so we could ensure we would receive our replacement credit cards before our trip. It was late in the evening, so I called the next day. 

I contacted Chase Cardmember Services on XX/XX/2024 to dispute the unauthorized transactions on our credit card. I confirmed which XXXX charges were unauthorized, and mentioned to the XXXX agent that I found the legitimacy of the business itself to be questionable. Replacement cards were arranged for and the agent told me the charges would be reversed. I believe the agent mentioned I could receive a follow-up call requesting additional information. 

On XX/XX/2024, I received a phone call from an individual identifying themselves as an investigator from Chase 's Fraud Department. They asked me to confirm details of the charges we had disputed, particularly whether both cards had been in our possession at the time ; I told them that the cards would have only left our possession to make purchases in restaurants. This investigator informed me that the purchases would not be accepted as fraudulent because they were listed as in-person transactions with a chip card. When I argued that this couldn't be true, the investigator insisted and stated that these charges were marked as being made with my spouse 's card and that encryption technology made it " impossible '' that the card was not present. ( On XX/XX/2024, I discovered an unrecognized transaction for " XXXXXXXX XXXX '' on a joint credit card. That transaction was listed on XX/XX/2024 ; I later realized a previous charge was made on XX/XX/2024. 

Before reporting the charge to Chase, I wanted to determine if it was fraudulent. I found remarkably little information about the company except for an unclaimed XXXX page. The XXXX page classified the business as offering tutoring services and placed it in a town thatper XXXX XXXX XXXX hour south of our location by car ; we do not own a car and would not utilize a tutor that so far away from us. The XXXX page had a phone number listed, and an internet search for that number also offered remarkably few internet search results. I took a few screenshots for my records. 

At that point, we knew these were fraudulent charges and needed to report them to Chase. Due to upcoming travel, this required a phone call so we could ensure we would receive our replacement credit cards before our trip. It was late in the evening, so I called the next day. 

I contacted Chase Cardmember Services on XX/XX/2024 to dispute the unauthorized transactions on our credit card. I confirmed which two charges were unauthorized, and mentioned to the XXXX agent that I found the legitimacy of the business itself to be questionable. Replacement cards were arranged for and the agent told me the charges would be reversed. I believe the agent mentioned I could receive a follow-up call requesting additional information. 

On XX/XX/2024, I received a phone call from an individual identifying themselves as an investigator from Chase 's Fraud Department. They asked me to confirm details of the charges we had disputed, particularly whether both cards had been in our possession at the time ; I told them that the cards would have only left our possession to make purchases in restaurants. This investigator informed me that the purchases would not be accepted as fraudulent because they were listed as in-person transactions with a chip card. When I argued that this was untruethat we would have never made these purchases and that chip cards are not 100 % securethe investigator insisted and stated that these charges were marked as being made with my spouse 's card and that encryption technology made it " impossible '' that the card was not present. They finished the call by stating we would be re-charged for the transactions and that they would be closing the case as this was my only option to move forward and dispute their decision. 

On XX/XX/2024, I received an email from Chase stating that a letter was posted to my account that addressed the following : " We reviewed your fraud claim again ; here 's what we found. '' That letter stated that the " results of the investigation '' were that we were " responsible for the following transactions, '' with the false claim that " [ We ] received benefit '' from the two fraudulent transactions I had reported. ( The letter also indicated that an additional transaction dated XXXX days after my phone callwas confirmed to be valid. I'm not sure why it was included. ) Despite what the investigator had implied on our phone call, there was no clear avenue to escalate or dispute the charges from this point. The letter simply included a phone number to call " if you have questions. '' Since we were found " responsible, '' our XX/XX/2024 credit card statement included those two unauthorized charges.

Company response to consumer: Closed with explanation