Consumer complaint received 2025-09-06 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: PA

Complaint narrative:
Consumer Financial Protection Bureau ( CFPB ) Complaint Summary I am filing this complaint regarding Chase 's denial of a legitimate fraud claim for a {$1100.00} unauthorized charge on my XXXX credit card. Despite clear evidence of fraudulent activity and a documented pattern of unauthorized XXXX product purchases on my accounts, Chase incorrectly determined that I " benefited from the transaction '' and denied my fraud claim.

Timeline of Events XX/XX/2025 Unauthorized charge of {$1100.00} on Chase XXXX credit card for purchase of XXXX XXXXXXXX XXXX through XXXX Immediately contacted XXXX upon discovery ; they locked my account and began investigation Changed XXXX password Reported fraudulent charge to both XXXX and Chase Filed fraud claim with Chase XX/XX/2025 Second fraudulent charge of {$1000.00} via XXXX on same Chase XXXX card for XXXX XXXX Pro purchase through XXXX ( made as " guest '' on my XXXX account ) Same evening : Email account compromised - used to sign up for numerous spam newsletters to hide the XXXX purchase confirmation Immediately contacted XXXX, XXXX, and XXXX Filed fraud claims with all parties Reported incident to Pennsylvania XXXX Police XXXX immediately determined charge was fraudulent, issued full refund, and opened investigation XX/XX/2025 Changed passwords for all affected accounts ( XXXX, XXXX, XXXX, XXXX, personal bank ) Chase closed compromised card and issued replacement with new number XX/XX/2025 Contacted XXXX for status update on XX/XX/XXXX fraud investigation ( payment due soon ) XXXX confirmed case still under review, fraud department to contact me Contacted Chase expressing concern about unresolved fraudulent charge Chase requested I forward any evidence from XXXX to their fraud department XX/XX/2025 Received letter from Chase stating fraud investigation concluded I " benefited from the transaction '' Fraud claim DENIED- I remain responsible for {$1100.00} fraudulent charge Supporting Evidence Clear Pattern of Fraud : Two separate unauthorizeXXXX XXXX  product purchases within 10 days Email Account Compromise : Documented spam email attack to hide fraudulent purchase confirmations Third-Party Validation : XXXX immediately recognized their charge as fraudulent and issued full refund Police Report : Filed with Pennsylvania State Police due to criminal nature of fraud Personal Preference : I strongly dislike XXXX XXXXroducts and would never purchase multiple XXXX  devices Account Security Measures : Immediately changed all passwords and took protective actions Issue with Chase 's Decision Chase 's determination that I " benefited from the transaction '' is factually incorrect and inconsistent with : The clear evidence of account compromise The pattern of fraudulent XXXX  product purchases XXXX XXXXs own fraud determination and immediate refund The criminal nature of the activity ( reported to police ) My documented personal preferences against XXXX products Resolution Requested Reversal of Chase 's fraud claim denial Removal of the {$1100.00} fraudulent charge from my account Acknowledgment of the legitimate fraud claim Review of Chase 's fraud investigation procedures to prevent similar incorrect denials Financial Impact I am being held responsible for {$1100.00} in unauthorized charges despite taking immediate action, cooperating fully with investigations, and providing clear evidence of fraudulent activity. This places an unfair financial burden on me as the victim of identity theft and credit card fraud.

Company response to consumer: Closed with explanation