Consumer complaint received 2025-02-04 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: IN

Complaint narrative:
I am writing to file a formal complaint against JPMorgan Chase Bank ( Chase ) concerning its refusal to honor its stated Zero Liability Protection policy regarding unauthorized charges on my credit card. Despite providing substantial evidence of fraud, Chase has rebilled me for over {$3400.00} of clearly unauthorized transactions, in direct conflict with federal law and Chases own contractual obligations.

Chase publicly states : With Chases Zero Liability Protection you wont be held responsible for unauthorized charges made with your card or account information. I relied on this policy in good faith when I reported the unauthorized transactions. 

INITIAL AUTHORIZED PURCHASES On XX/XX/2024, I explicitly authorized a contractor to purchase : Two ( 2 ) 4x4x10 ft. posts, Two ( 2 ) bags of fast-set concrete, Spindles for a playhouse project. These purchases were made on XX/XX/2024 for {$55.00} and {$300.00}, which I approved. By XX/XX/2024, I had fully paid the contractor for completion of the playset project. 

UNAUTHORIZED USE After completing the authorized work on XX/XX/2024, the contractor retained my physical credit card instead of returning it. Beginning around XX/XX/2024, the contractor used my card for unrelated charges without my authorization. I discovered these fraudulent transactions on XX/XX/2024, promptly notified Chase well within the 60-day statutory period, and filed a police report with the XXXX, XXXX Police Department ( Report # XXXX ). 

CHASE 'S POSITION Chases denial letter states that I supposedly benefitted from these transactions and that granting the contractor temporary permission to use my card on XX/XX/2024, equates to perpetual authorization for any subsequent charges. 

MY RESPONSE The only purchases I authorized were those made on XX/XX/2024, for a total of {$360.00} ( {$55.00} + {$300.00} ). After that date, I neither authorized nor had knowledge of any further use. The contractor verbally agreed to return my card, but did not do so. The unauthorized purchases provided no benefit to me ; in fact, the contractor later admitted in writing that he used the card for other projects unrelated to my property. These facts clearly establish that any charges beyond XX/XX/2024, were unauthorized and should be covered under both federal law and Chases Zero Liability Protection. 

APPLICABLE LAWS Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666 et seq. Under the FCBA, cardholders are protected from unauthorized charges if they report them within 60 days of the statement date on which those charges appear. I reported these transactions within this period, triggering Chases obligation to investigate and resolve the dispute properly. Regulation Z ( 12 C.F.R. 1026.13 ) implements the Truth in Lending Act and obligates credit card issuers to conduct a good-faith investigation of disputed charges. Any denial of a claim must be accompanied by substantial evidence. Chases denial does not address or refute the objective evidence ( police report, text message admissions, and the clear timeline of events ). Liability Limits ( 15 U.S.C. 1643 ) Under the Truth in Lending Act, a cardholders liability for unauthorized use can not exceed {$50.00} if the cardholder promptly notifies the issuer. I have more than met this requirement. Moreover, Chase advertises a Zero Liability policy that should eliminate any cost to me if charges are unauthorized. 

EVIDENCE ATTACHED XXXX. Police Report from XXXX, InXXXX Police Department, Report # XXXX. 
2. Text Message Exchanges ( Dated XX/XX/2024 ) clearly showing the limited authorization for the XX/XX/2024 purchases. 
3. Contractors Admission ( XX/XX/2024 ). Written acknowledgment that he used my credit card for additional, non-beneficial projects. 
4. Chase 's denial of transactions in question ( XX/XX/2024 ). Their reason states that I benefitted from these transactions, which is clearly not true based on the evidence provided. 

I have acted in good faith and in accordance with all legal and contractual obligations. I reported the fraud in a timely manner, provided comprehensive evidence, and cooperated with both law enforcement and Chases investigation. Nevertheless, Chase continues to hold me responsible for charges that are clearly unauthorized. 

Given these circumstances, I request the Consumer Financial Protection Bureaus assistance in ensuring Chase fulfills its legal responsibilities. I appreciate your prompt attention to this matter and look forward to a fair resolution. 

If you require any further information or documentation, please feel free to contact me. Thank you for your time and consideration.

Company response to consumer: Closed with explanation