Consumer complaint received 2024-05-03 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: AZ

Complaint narrative:
Late last year we were involved in a financially and emotionally distressing issue with JP Morgan Chase. 

In XX/XX/year>, we opened our monthly credit card bill ( JP Morgan Chase/Amazon credit card ) which surprisingly came in a portfolio-sized envelope and was XXXX pages long! There were XXXX XXXX XXXX of charges for {$21.00} to XXXX about XXXX charges per page. 

Ultimately, we learned that between XX/XX/XXXX and XX/XX/XXXX there were about XXXX charges for {$21.00}. In all, charges exceeded {$15000.00}. Anyone looking at this bill would quickly come to the conclusion that there was a problem. And it is important to know that our balance in those XXXX months XXXX  exceeded our average balance over the XXXX plus years that we have had this credit card. It did not in any way reflect our typical spending habits. 

And yet, Chase did not warn us about these mounting charges. And, when we called them to report and follow up on these unauthorized charges ( more than XXXX phone calls ), they continually gave us the run around. Sometimes they told us they were on the case, sometimes XXXX was responsible, sometimes they said there was nothing they could do, and it was our responsibility. On XXXX occasions they simply disconnected us. 

It has taken us this long to file a complaint because we feel bamboozled by their complicated documentation of this event. I have a XXXX XXXX and my husband is a XXXX XXXX XXXX and the XXXX of us together can not figure out exactly how much this event cost us in charges and interest. Chase claims they credited us back for {$960.00} though we have no proof of that in their accounting of our bill, and we have no idea why these relatively small number of charges were selected and not the others. 

Throughout we were told that we would not be charged interest during the investigation, and yet they gave us no warning when they went back and started charging us $ XXXX a month in interest dating back to a date before a decision was communicated to us. We ultimately had to find a way to pay the bill to make it stop it was too upsetting to address any other way. 

We believe at least part of these unauthorized charges were initiated by our XXXX son, without our permission. We knew of no way to initiate an XXXX  without a credit card. We believed he needed our permission to make purchases. Some purchases XXXX also have been initiated by others in the game he was playing XXXX. Everything that was purchased was virtual, pretend, had no real-world value and could not be returned. 

For reference, we did also seek remediation through XXXX and tried to individually dispute hundreds of charges to no avail. In the end we believe very reasonable steps by Chase could have brought this matter to conclusion in a timely way. The financial damage could have been contained. We could have learned a valuable lesson and moved on smarter for the experience. 

That knowledge would have saved us thousands of dollars, time away from our jobs trying to defend against these unauthorized charges and the stress and strain of this matter on our family. We hope you will consider investigating this concern and would be happy to provide any additional information or documents you need. 

Thank you for your time, XXXX XXXX ( + XXXX XXXX )

Company response to consumer: Closed with explanation