Consumer complaint received 2024-09-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
On XX/XX/year>, I was leaving a XXXX in XXXX when I was approached by a young male on the street, asking for donations to help support his younger brother 's funeral fund. He showed me pictures and explained the situation. I offered to donate {$5.00} to the funeral fund. He put out a device for me to tap my phone on and donate via XXXX XXXX, and thanked me profusely. When I walked away, I felt that I may have fallen victim to a scam. I opened my Chase Bank mobile app and saw that he wrongfully charged me {$2000.00}, with the merchant name being " XXXX XXXX XXXX '' I immediately called Chase Bank to report the charge. They assured me that I would not have to pay the amount, so I did not open a police report. They connected me to a member of their Fraud department to open a case. Then, on XX/XX/year>, Chase Bank 's fraud team claimed that I " received benefit from the transaction '' ( the merchant/scammer is listed as an automotive/auto parts dealer ) and that I must pay it. 

I contacted Chase Bank and requested that they reopen my case as I did not agree to pay this amount of money, and that I did not receive any benefit from the transaction. I made an appointment at the Chase Bank location close to my apartment to talk with a Banking Specialist live and explain my situation on XX/XX/year>. She helped me get in touch with the fraud team again to reopen my case, which I did. I received word on XX/XX/year> that they were closing my case for a second time. I called a Chase Customer Service Representative, and she directed me to the Disputes team. 

Chase had failed to explain in those last few months that because this is an XXXX XXXX charge, and technically my card did not fall into the hands of someone that wasnt myself, it would be a Disputes case. The Disputes specialist told me to write a handwritten letter for the Disputes team to review. I sent that letter on XX/XX/year> date, outlining the above narrative. I also had confirmed in my letter that I attempted to reach the merchant via phone/email/website, but attempts were not successful and that I was wrongfully overcharged {$1900.00}. 

The Disputes team investigated my case, and contacted me on XX/XX/year> saying they needed more information. I explained that although I dont have a receipt of the transaction, I have a published police report from the XXXX Police Department - I was told this will help my case, especially in instances where they aren't able to contact the merchant. I uploaded the police report via the Chase Bank mobile app on XX/XX/year>. I received a call that same day that the case had been closed, not only 4 hours after I submitted the police report, and that they would not reopen it. I inquired whether or not they were able to contact the merchant. They said they had not been. I pushed on them to reopen the case, especially if it was incomplete with their having not been able to successfully contact the merchant and they insisted that they would not be doing that. 


My case was wrongfully dismissed my Chase Bank and was not investigated to the fullest extent. My evidence clearly outlines that my dispute was not processed appropriately and that I should not be forced to pay {$2000.00} when I only agreed to pay {$5.00}. Not only that, but I was told that I would be donating to a funeral fund, not an automotive/auto parts service.

Company response to consumer: Closed with explanation