Consumer complaint received 2025-06-05 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: TN

Complaint narrative:
I have an account with XXXX XXXX XXXX which has XXXX credit cards attached to the account. 

On XX/XX/XXXX I discovered fraudulent activity on my statement related to transactions from XXXX ( XXXX ) business advertising. I formally disputed the charges in XX/XX/XXXX. I received a letter from XXXX dated XX/XX/XXXX, asking me to provide additional information about the disputed transactions. An initial credit was placed on my account as they began an investigation. A claim number was assigned. 

I received a letter dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, informing me that based on the information available, they found that a significant amount of time had passed since the date of the charge and that despite their efforts, the merchant was not willing to credit my account. They informed me that the merchant isn't required to credit my account because the charge took place too long ago, so they determined the charges I disputed were valid. The temporary credit was reversed. 

XXXX letter was received, dated XX/XX/XXXX, stating XXXX had placed a temporary credit of {$25.00} for XXXX of the transactions and that the {$25.00} credit would remain on my account. 

At the time I had automatic payments set up to pay the balance in full, so when the next billing cycle finished, the money was taken from my checking account. 

I disputed the charges again in a letter dated XX/XX/XXXX, letting XXXX know that they just withdrawn the payment from my checking account in the amount of {$45000.00}. I provided them a spreadsheet that outlined a total of {$26000.00} in charges with dates and transaction numbers. I also filled out their Dispute Report Form and submitted it with that letter. 

I escalated the dispute on XX/XX/XXXX, and was assigned a new claim number. I hired an attorney to draft a letter to XXXX Disputes and that letter was sent on XX/XX/XXXX. 

In preparation for the letter being sent by an attorney, we went through all my statements and discovered the fraudulent charges began appearing on XX/XX/XXXX, and continued until XX/XX/XXXX. In comparing my XXXX XXXX Billing Statements for what I was using my card for, a total of XXXX ( XXXX ) transactions were authorized for advertising campaigns I was running. When looking at my XXXX Credit Card statements over that same period, there are XXXX transactions for XXXX ( XXXX ) advertising. All the detailed statements were provided in the letter sent by the attorney. 

The attorney received a letter back from XXXX XXXX XXXX, dated XX/XX/XXXX, which stated I am liable for the transactions due to delayed reporting of these transactions as fraudulent. The letter further stated that " XXXX liability isn't applicable due to verified transaction confirmations, and it doesn't cover transactions by authorized users, even without explicit approval. in our review, we determined that the decision to deny your client 's fraud claims is correct. As your client 's XXXX account is unrelated to their XXXX account, we decline to provide documents or opinions on an external account compromise. We decline your request to credit your client 's account. '' I was a victim of fraudulent charges and had XXXX XXXX protection on my XXXX XXXX XXXX. I reported the fraud when it was discovered. Nothing on XXXX XXXX 's website, at the time I disputed the fraudulent charged, had a link to or outlined the restrictions on delayed reporting they are now claiming in their denial letter. I have identified {$39000.00} in fraudulent charges to XXXX, and they have now stolen that money from me. I did not receive the services from XXXX that XXXX XXXX has deemed as " legitimate charges, '' because whomever fraudulently was using the cards associated with my account were not purchasing ad campaigns for my XXXX XXXX account.

Company response to consumer: Closed with explanation