Consumer complaint received 2025-03-20 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: IL

Complaint narrative:
Fraudulent charges were made on my Chase credit card accounts, dated on XX/XX/XXXX from an unknown merchant, which I promptly reported as soon as I was aware. 

From XX/XX/XXXX - XX/XX/XXXX, I was out of the United States visiting XXXX overseas as a tourist. During my stay, I was charged by a merchant XXXX XXXX XXXX' in excess of {$8000.00} USD through multiple transactions on my two Chase cards fraudulently, though these charges were reportedly verified per Chase. 

On my initial conversation, Chase locked my cards/accounts and provided new cards which I received in the mail on my return to the U.S Over the next months an investigative process was underway towards the transactions, with numerous calls in providing verification from my end towards my case. I have no recollection of visiting such a place/vendor, and have been unable to find any record of them including on public domains XXXX XXXX XXXX XXXX XXXX and from my own records/receipts. 

As requested I provided as much information as possible including personal photos from the trip, all manner of personal information as requested, and as much in the way of detailed accounts from my end in resolving the case. 

Over our conversations together Chase has had various responses, ranging from continued investigation to outright dismissing my concerns. They had suddenly closed my case in the middle of the night on at least one occasion, with little to no rationale towards their decision apart from " Received benefit '' in their formal communications. 

I've specified numerous conversations I've had with associates in correspondence, which I will reiterate in brief below. 


* * * * * * * * * * Associate Conversations - An associate had asked if there was ever a time I had to re-scan my credit card. There were multiple instances throughout the trip, and while I cant remember specific days, it happened at least once on XX/XX/XXXX, as I remember shopping that day and running into issues to which I provided photos, receipts, and price tags as available. 

- An associate had mentioned that I verified via voice and physical cards were used as part of the investigative process, though there are glaring issues with this part of the investigation. The first is that I didn't have the ability to make calls while in XXXX ; I was limited to mobile data with an eSim for navigation/gps, making voice verification over a call highly suspicious. When I noticed the charges back at my hotel, staff assisted me with a VPN that allowed me to call Chase in reporting the fraudulent charges. The second is that physical cards were used, which makes me suspicious they were stolen at some point during the trip. As I mentioned over our call with the associate, there is a cultural norm in XXXX of people feeling safe and leaving their belongings in public spaces. I have since had these cards replaced since my return to the United States -An associate had mentioned that our call together was the 3rd instance of fraudulent charges he had seen reported by people visiting XXXX XXXX just that same day we had spoken, which I believe was XXXX XXXX. This again just raising suspicion for potential crime in the area, which was later dismissed by another associate. 

-An associate had suggested casually that I was drunk over one of our calls ... and although I understand this was said without harmful intent, I do want to emphasize that this was harmful and highly dismissive of my concerns. I am a medical professional, with years of education and experience behind me, and believe this builds a certain discipline in an individual. To simply say I was drunk was again dismissive of my person, my concerns, and quite frankly, hurtful. 

-An associate had mentioned that all efforts to contact the merchant have been silent. To my knowledge, there has been zero correspondence from this merchant, while I have provided ample information that I have at my disposal * * * * * * * * * * Callback and Closing Comments Never in all the years that I've been a client with Chase ( over 10 years ) have I had such an egregious misuse of my credit cards, and it certainly doesn't start here. The sheer amount I'm being fraudulently charged ( ~ {$8000.00} USD ) from the XX/XX/XXXX fraudulent charges is likely enough to buy a small home or vehicle in XXXX, if that gives any indication to how wildly erroneous/fraudulent these charges are. I want to emphasize this point as I challenge these clearly fraudulent charges with Chase on what was otherwise a wonderful trip. 

I have made myself amply available for any and all manner of verification in settling the matter. This includes calling back regularly for continued follow-up, reporting with CFPB, and discussing if a police report is needed ( though I realize utility may be limited given the overseas transaction ) Chase has still been largely dismissive of my case, stating verification was completed to which is at the core of my concerns of these fraudulent transactions.

Company response to consumer: Closed with explanation