Consumer complaint received 2025-04-16 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: CA

Complaint narrative:
I am filing this complaint against Chase regarding unauthorized charges on my credit card, which Chase has wrongfully determined as valid. On XX/XX/XXXX, I discovered that my card had been fraudulently charged approximately {$460.00} by a merchant named XXXX XXXX, without my authorization. These charges occurred between XX/XX/XXXX and XX/XX/XXXX, in the form of multiple small transactions ( around {$27.00} and {$13.00} ), made within a short timeframean abnormal spending pattern that does not match my typical usage behavior. 

I immediately reported the charges to Chase on XX/XX/XXXX, and my card was locked. I was initially refunded the disputed amount and informed by a Chase representative that similar unauthorized charges from the same merchant had been reported by other customers. I believed the issue was resolved. However, to my surprise, the same fraudulent transactions reappeared on my XX/XX/XXXX statement. 

I contacted Chase again on XX/XX/XXXX, and was told that an investigation would be conducted within XXXX business days. On XX/XX/XXXX, Chase denied my claim, citing that I had previously confirmed the charges via XXXX. I find this conclusion not only unfounded, but also ignoring several critical pieces of evidence I am able to provide : XXXX. I was physically in XXXX at the time of the transactions, making it impossible for me to have made these purchases. I can provide flight tickets and hotel booking confirmations as supporting travel records. XXXX. I did receive a fraud alert SMS from Chase, but I never replied YES or otherwise confirmed the {$13.00} charge from XXXX XXXX or any related transactions. I can provide a screenshot of the entire SMS thread, clearly showing that I never authorized the charge. XXXX. The fraudulent activity continued even after my card was locked on XX/XX/XXXX, which strongly indicates that the merchant was acting without my consent. Chases own fraud protection system recognized the issue, yet charges were still attempted by XXXX XXXX afterward. XXXX. The pattern of these charges is highly suspiciousapproximately XXXX similar transactions in a short period, none of which reflect my normal spending behavior. XXXX. I have never interacted with or even heard of the merchant XXXX XXXX prior to this incident. 

In XXXX, I escalated the matter by filing a complaint with the CFPB. On XX/XX/XXXX, Chase responded through the CFPB XXXX, again asserting that I had authorized the transaction via XXXX. However, no concrete evidence was provided to support this claim. The case was then marked as closed, despite the fact that I can demonstrate the opposite with documentation. 

Specifically, I would like to emphasize that according to my records, I received the alleged fraud alert XXXX  at XXXX AM XXXX  on XX/XX/XXXX, while I was in XXXX XXXX and asleep. I did not see or respond to the alert. I am prepared to provide a screenshot of that message, which confirms I received the alert but never replied. This is part of the full XXXX  thread from Chase, which I can also submit to confirm that I never gave consent to these charges. 

Therefore, I formally request that Chase be required to submit concrete, verifiable proof that I authorized the transaction, including : the exact content of the SMS response Chase claims I sent, the timestamp of that response, the phone number from which the reply was allegedly sent, and server logs or other system records verifying the reply. Unless such evidence is produced, Chases conclusion is unsupported and must be reversed. It is neither reasonable nor transparent to deny a dispute solely based on unverifiable internal records, while disregarding external evidence offered by the consumer. 

Chases handling of this case has caused financial harm and emotional distress, and raises serious concerns about the fairness and accuracy of its fraud resolution process. I respectfully request the CFPBs assistance in compelling Chase to re-open this dispute and conduct a fair, evidence-based review. 

I am prepared to provide the following documentation upon request : screenshots of the full XXXX  fraud alert thread from Chase, flight tickets and hotel reservation records verifying my location at the time, emails and call logs showing my communication with Chase.

Company response to consumer: Closed with explanation