Consumer complaint received 2025-11-24 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: TN

Complaint narrative:
1. I initially hired XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/2025, for a short job, for which I paid {$250.00}. These transactions posted and were authorized by me. I can provide screenshots of these transactions. 

XXXX. I was then charged {$790.00} in XXXXXXXX XXXX ( I believe the date was XX/XX/2025 ; although it may have been XX/XX/2025 ), which I immediately reported to Chase. Chase removed the charge from my account and issued me a new credit card. Therefore, there is no record of this charge on my account statement for XX/XX/2025. 

XXXX. On XX/XX/2025, XXXXXXXX XXXX XXXX XXXX XXXXXXXX accountant XXXX XXXX allegedly discovered the error and issued a refund in the amount of {$790.00} ( note, to a card that had already been canceled ) and never contacted me about it at all. I contacted Chase about it and they told me not to worry about it but they issued me a new card anyway since I had previously reported this as fraud. 

4. Chase then authorized a charge of {$790.00} from XXXX XXXX XXXX XXXX XXXX on XX/XX/2025, and when I called them, they said that because the merchant had issued a refund to me in XXXX, I owed them the money. 

5. I then contacted the merchant directly. I did not receive a response for over a week, but when I followed up with them, I did receive a response from staff accountant XXXX XXXX. XXXX XXXX informed me via email that she " personally performed the refund herself '' upon discovering the XX/XX/2025 charge that should not have occurred. She never contacted me in XXXX upon discovering this charge. I can send this email from XXXX XXXX. 

6. I was escalated within XXXXXXXX XXXX XXXX XXXX XXXX  to the General Manager of the XXXX branch of the company, XXXX XXXX. XXXX XXXX informed me that Chase had never notified them of the XX/XX/2025 fraudulent transaction. He also promised to refund me the {$790.00}, because the company clearly was improperly storing my financial data and the accountant never should have made ANY additional financial transactions - charges OR refunds- on my behalf after XX/XX/2025. I have a recording of the call with XXXX XXXX. 

7. I contacted Chase directly about the fact that they never notified the merchant of the fraudulent charges in XXXX, both in writing through the secure message center and via phone call. I have requested proof that Chase protected my financial data as they are required to and notified the merchant in XXXXXXXX XXXX, of the fraudulent charge. They have refused to provide this documentation. Further, they refuse to escalate my call to any supervisor or higher level department. I even had a call center agent say to me, " Explain to me how the merchant would know about the fraudulent charge in XXXX if we never notified them in XXXX? '' I could ask Chase the same exact question- why would a merchant issue a refund over XXXX  months after a fraudulent charge had posted if the card company had properly notified the merchant of the fraudulent charge in XXXX?! 

8. Either Chase simply paid the fraudulent {$790.00} charges in XXXXXXXX XXXX, which would mean CHASE needs to go after XXXXXXXX XXXX XXXX XXXX XXXX for their money back, or they never notified the merchant of the fraud in XXXXXXXX XXXX which would mean they violated their PCI DSS agreement and did not properly remediate fraud that occurred - and STILL, I should not be responsible for this {$790.00}. If Chase 's position is that they did take all correct steps, they need to send me that documentation so that I may send it to XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation