Consumer complaint received 2025-02-07 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: MA

Complaint narrative:
I was in XXXX XXXX XXXX on vacation from XXXX. I provided evidence of same to Chase Bank with airline tickets. Upon reviewing my statement, I noticed a number of charges that I did not make, nor did anyone else in my family. I checked my wallet and my credit card was not there. On XX/XX/XXXX, I contested those charges on my account, totaling {$4600.00}. The charges were made in XXXX XXXX and in XXXX. I was not in either XXXX XXXX or XXXX  during the time of the charges and nobody authorized to use my card was there either. In XXXX, XXXX, I was provided the investigation results, which stated that I received a benefit from the contested transactions. I spoke with Chase on XX/XX/XXXX, disputing the results of the fraud team and re-lodged the complaint and arranged for a call with the fraud team on XX/XX/XXXX between XXXX- they did not call me and simply re-sent the previous letter denying my dispute. Following that, on XX/XX/XXXX, I sent the following certified letter to Chase : " I am writing in response a dispute that I submitted to you in XXXX, XXXX. My card was either stolen or lost while I was in XXXX XXXX XX/XX/XXXX through XXXX, XXXX. I sent evidence of the dates I was in XXXX XXXX in the form of a XXXX XXXX receipt. Following my departure from XXXX XXXX, there were several charges on my card in that general location and then there were several charges in XXXX XXXX and I was never there. I explained all of this to Chase and my dispute was denied, stating You received benefit from these charges. There was no explanation as to how I benefited from these charges or how it was determined that I benefited from these charges. 
I followed up, explained again and offered to speak with investigators. In speaking with the Chase rep, she was receptive to me speaking with investigators and we arranged for a call with the fraud team on XX/XX/XXXX between XXXX XXXX. It was explained that they would call me. They did not call me and I was subsequently sent a second letter denying my dispute. 
On XX/XX/XXXX, I closed my credit card account and paid the undisputed charges that remained on the account of {$160.00}. This leaves a disputed balance of {$4600.00} which I will not be paying. 
I welcome a conversation with the fraud team or anyone else at Chase if such a conversation is requested. '' Ironically, a charge that they said I was not responsible for was actually legitimate and I paid Chase for that. 

On XX/XX/XXXX, I spoke with a rep at Chase at the phone number provided. I reiterated that I won't be paying the charges, but wanted to confirm that my file is complete with all documents that I have sent. I was then passed around to XXXX more people. After being on the phone for XXXX minutes ( with the last XXXX minutes on hold ), I hung up. That is the last action I have taken, until now. 

I continue to receive letters from Chase monthly offering to set up a payment plan and threatening further action if I do not do so. Furthermore, my credit rating, which was " Exceptional '' for many, many years has declined roughly XXXX points, to " XXXX '' as a result of Chase 's actions. 

I would greatly appreciate CFPB 's assistance in resolving this matter. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation