Consumer complaint received 2025-07-14 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: TX

Complaint narrative:
On XX/XX/XXXX, my credit card was used to make XXXX fraud payments- XXXX showing up as XXXX XXXX XXXX  for {$960.00} and another as XXXX XXXX for {$280.00}. I immediately disputed these charges and canceled my card. At the time Chase credited my account with the amount and said they would investigate the charges and issued me a new card. In my XXXX statement I noticed these charges were re-billed to my account and again called Chase and disputed the charges and was informed that based on Chases due diligence the charges were found to be valid. When I pursued the matter further I was informed that the evidence they based this claim on was that the vendor was able to provide my email address. I was then told that Chase would reinvestigate the matter and if they found the charges valid would close the dispute for good. Unfortunately after XXXX days Chase has closed the dispute claiming that the vendor being able to confirm my email address is sufficient proof of the validity of the charges even though when I myself called the vendor they refused to confirm any charges with only an email for confirmation and further stated that my phone number doesnt match the number provided for the transaction and because I couldnt provide an order number I was unable to file a claim with the vendor directly. 

I am writing to raise a formal complaint regarding Chase Banks refusal to refund a fraudulent transaction on my account, as well as the unprofessional conduct I encountered during a recent call with their representatives. 

A charge was made to my account for tickets purchased through XXXX. I did not authorise or make this purchase. I attempted to contact XXXX to investigate further, but their system did not recognise my phone number strongly suggesting I have no connection to this transaction. 

Worryingly, Chase has refused to refund the charge and has provided no explanation or evidence to justify this decision. I request that Chase clarify on what basis it concluded that I made this purchase. What evidence does the bank have to claim that I authorised the transaction? 

On the same day, another fraudulent charge appeared on my account via XXXX. XXXX investigated the matter, acknowledged that I was a victim of fraud, blocked the account created with my email, and stated that my bank should credit me the amount. I fail to understand why my own bank would take a less supportive position. 

Additionally, during a phone call with a Chase adviser to dispute the XXXX transaction, I was treated with blatant disrespect. The adviser spoke to me rudely and even began shouting at me, which was deeply upsetting and completely unprofessional. I expected empathy and support as a customer reporting fraudnot hostility. 

I must also stress that I currently reside in the XXXX XXXX and have not been in the United States, making it highly implausible that I would have made these purchases. Furthermore, I am a young mother of a XXXXold child and a XXXX XXXXXXXX. Attending a music concert not only contradicts my religious beliefs but also does not reflect my lifestyle or circumstances. Not only attending but also the sale of tickets to a concert contradicts my religious values. There is no logical or personal reason I would have made this purchase. 

Given all of the above, I respectfully request : A full investigation into the unauthorised transaction made via XXXX. 

A detailed explanation of the evidence Chase is relying on to justify refusing my refund. 

Reconsideration of the decision, in light of XXXX findings and my clear lack of connection to the transactions. 

A formal apology for the rude and unacceptable behaviour I experienced during my call with the representative.

Company response to consumer: Closed with monetary relief