Consumer complaint received 2025-02-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO.
State: OR

Complaint narrative:
On XX/XX/XXXX I purchased an XXXX XXXX XXXX ( {$1000.00} ) from XXXX, along with an XXXX XXXX XXXX ( {$78.00} ). 

Two hours later, I received phone text and email messages stating that these charges had been declined. Here is the exact text I received : " Chase Fraud : We declined {$1000.00} with the card ending in XXXX at XXXX. 
Was this you or an authorized user? Reply YES or NO. 
If yes, you will not be charged unless the purchase is attempted again. If no, we will close the card above and send you a new one that you should receive in 5 to 7 business days. Msg & data rates may apply. '' I replied YES that I had made the charge, and phoned the fraud department. I asked why my account was flagged for this decline. The woman said that purchase was out of line with my history. That is ridiculous. In XXXX I made XXXX purchases at XXXX XXXX in the {$1500.00} range, and a purchase at XXXX XXXX for {$1600.00}. It doesn't make sense. She said that the reason was an algorithm. 

The woman explained that this algorithm was because of elderly cardholders. It's on the recording. I protested, saying " elderly does not mean inept. '' She instructed me to purchase the item a second time, because the first purchase was declined. 

I probed further about the reason, and she said something about " gullible people. '' It's on the recording. I informed her that some people would be hurt being referred to in that way. She apologized to me and I said I am not insulted by that but using language that you heard in a training course is not appropriate for your customers. 

I was unable to get a solid answer from her on my particular case, so we ended the call. I am suspicious that there an age flag on my account could be the reason for the decline, as I am XXXX XXXX XXXX. 

From the text message on my phone : " You will not be charged unless the purchase is attempted again. '' From this and her clear instruction to buy the items a second time, I determined that I needed to start over with XXXX. 

First I attempted through the XXXX XXXX to cancel the original order. This proved impossible, as it had already gone to another department. 

I filed a return request through the XXXX XXXX. Since the order had been declined by Chase, I selected the option to not request a refund. 

So I ordered the XXXX items a second time, and the next day, XX/XX/XXXX, I received XXXX shipments of the exact same items. 

A few days later I discovered that both charges were on my Chase balance. 

I phoned the XXXX help desk. The woman I spoke to sounded shocked at what I'd been told to do, and the language used by the Chase representative. She said it would take 30 days to get my money back. 

I didn't like that, so asked about disputing the transaction, and she said I could if I wanted to. 

After thinking about that, I decided to dispute the transaction. I do not hold XXXX responsible for Chase 's malfeasance, but I did not want to be out the money for a month. 

This led to awkward situations in every department involved at XXXX which continue to this day.

Company response to consumer: Closed with explanation