Consumer complaint received 2025-06-04 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: NY

Complaint narrative:
To Whom It May Concern, I am filing this formal complaint regarding an unresolved credit card dispute with Chase Bank regarding two unauthorized charges on my Chase Freedom card between XX/XX/XXXX & XX/XX/XXXX. Charge # 1 was labeled as XXXX XXXX XXXX and cost {$1100.00}. Charge # 2 was labeled XXXX XXXX XXXXXXXX for {$530.00}. 

I discovered both of these charges in late XX/XX/XXXX and reported them to Chase right away. Within a few days of me initiating the investigation into charges # 1 & # 2, Chase issued a temporary credit to my account to cover both of these charges. 

At the conclusion of their investigation roughly 2 weeks later, Chase denied my claim stating that these charges were made using an IP address linked to my personal XXXX. I insisted that this had to be incorrect as I did not make these transactions nor had I given anyone permission to commit these transactions. I am still in possession of the same XXXX device. I told the representative that I wanted to escalate this case since the charges were not made by me and as a result, I did not agree with the decision that I should be responsible for the total amount. 

The representative, whose name was XXXX, told me the only way that Chase would overturn their decision would be if I was able to show technical proof that I had not made these purchases by way of a diagnostic report from XXXX XXXX. Since I know I did not make these charges, I went to XXXX XXXX XXXX, XXXX on XX/XX/XXXX ( that following Saturday after my Tuesday call with XXXX from Chase I work MF so this was the soonest I could go ). While XXXX technicians very patiently and kindly listened to the whole story/situation they told me it was strange of Chase to tell me the note about the IP address since it does not prove that I made a purchase, only that said purchases were made in the same area as my devices. They than ran several diagnostic tests and confirmed that : 1. My phone was not hacked/compromised 2. No such transactions were recorded on my device, XXXX ID, or associated IP address 3. They reccomended that I also escalate this to a " XXXX XXXX '' member of their staff over the phone since those representatives have more access to data on the backend. I scheduled a call on the spot for that following Monday and spoke to a lovely woman named XXXX who further confirmed that she was unable to find any history of these charges on my device. She emailed me the details of our conversation so that I'd be able to accompany the in-person report I got that previous Saturday with her further escalated email. 

That Monday, XX/XX/XXXX, I submitted the printed and signed results from XXXX ( see attached documents ) to Chase via email. Chase came back about 3 days later rejecting this supporting documentation. They are asking for further proof that my phone was hacked but can not tell me what further actions I can take. This is an unreasonable burden since they can not tell me what next steps I am supposed to take. If they did, I would proceed towards their desired direction. 

Despite me acquiring their desired documentation and my repeated assertion that I did not authorize the charges related to flights and fXXXX XXXX  to XXXX, XXXX Chase has declined to issue me, a customer of over 10 years, a permanent credit. In the meantime I have also contacted both vendors related to these charges but both refuse to provide a refund. It's a genuine shame that Chase did not handle this properly with better timing in XXXX because the flight purchased is for departure from XXXX today, the day I submitted this complaint on XXXX and the XXXX XXXX are for tomorrow, XXXX. I am here in XXXX but had this complaint been handled better, those services could have been communicated as " no plans to use due to fraud ''. For all I know, someone is on a plain using my name/foreign documents to access the flight/VIP tickets as we speak. It's a real shame. I also tried to sell the tickets as advised by the ticket vendor using their own app ton try to gain any of that charge back, but I have not been successful. 

Under the Fair Credit Billing Act ( XXXX ) I should not be held liable for these unauthorized charges I did not make or benefit from. I am modestly seeking assistance from the CFPB to resolve this matter and ensure this fraudulent charge is removed from my account. 

Note : I was also in contact with both merchants to resolve this matter after this frustrating result from Chase, but both vendors refused to peacefully refund me. 



( A ) Please find attached supporting documents : ( B ) Apple Store diagnostic report and escalation team email ( C ) Credit card statements ( D ) Correspondence from Chase THANK YOU for your time and attention to this matter XXXX XXXX XXXX

Company response to consumer: Closed with explanation