Consumer complaint received 2025-08-19 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: TX

Complaint narrative:
WHAT HAPPENED WITH CHASE BANK MASTERCARD CREDIT CARD DISPUTES : Chase Bank ( specifically their dispute team outsourced to a foreign XXXX country ) has been giving me the run-around for 72 days. I have called over 20 times requesting a resolution. I sent faxes from my local chase bank and sent a certified letter with no avail, No support, no assistance with this fraudulent disputed charge. Ive asked to speak to a manager multiple times, asked for evidence to why they closed the disputed charge case and they have not sent the evidence after several days. Absolutely unsatisfactory behavior on XXXX part. I have been an XXXX XXXX XXXX and Credit Card member in good standing for 15 years and to be treated this way is outrageous. 


SHORT SUMMARY OF COUNTERFEIT EVENTS THAT TOOK PLACE IN XXXX : A store front worker that claimed he worked at our resort ( but works his business in downtown XXXX XXXX XXXX on the Weekends ) asked my family to go into his familys business to purchase something to help him out. We went in & decided to purchase XXXX t-shirts and a kids toy totaling $ XXXX ( XXXX XXXX pesos ). I took out the Chase IHG Credit Card and tapped it. The merchant said it did not work & showed us the card reader which showed an error. He asked to try again contactless so i gave him my card and he tried contactless and also with the chip insert. It still showed error on his card reader. So I told him I would pay in cash. We paid {$40.00} in cash. After leaving ( there was no reception ), we received a text from Chase showing a fraud alert & we clicked no, that we did not authorize {$760.00}. But we did not click to close the credit card. We needed the credit card for the next day to check out of our XXXX XXXX in XXXX XXXX XXXX. We returned late to our resort ( the Wi-Fi wasnt working there ). The next morning, we found out that the Merchant XXXX XXXX XXXX XXXX in fact tried to charge our card multiple times for XXXX XXXX XXXX And succeeded in XXXX attempt and it had posted to my credit card account. 

MORE DETAILED SUMMARY : While visiting XXXX, we crossed paths in town with a man who introduced himself as XXXX and claimed he worked at our XXXX resort. He said he was off duty and not in uniform but offered to guide us to a local vendor. He recommended we use a credit card at the shop to help them avoid fees. We followed him to a shop not affiliated with the resort, where we selected XXXX color-changing T shirts for XXXX pesos about {$40.00} USD. The card machine failed to process the transaction and they blamed poor internet so we paid in cash. They threw in a small stuffed toy for our daughter as a courtesy. We never signed anything, and the purchase was completed in full using cash. Shortly after leaving and regaining service on my phone, I received a fraud alert from Chase asking me to verify a charge for {$650.00}. I responded No. I did not authorize that charge and immediately flagged it as unauthorized. Yet when the transaction later posted to my account, it showed a completely different amount {$760.00}, not the original {$650.00} that was initially flagged by Chase. Thats a nearly {$110.00} difference a discrepancy that was never explained. How did the amount under review suddenly change during the dispute process? A cash purchase for XXXX pesos was fraudulently processed on my card in US dollars at nearly 20x the actual value. The merchant submitted a forged signature, which I was never asked to verify. The amount under review changed from {$650.00} in the initial alert to {$760.00} in the final dispute, raising serious concerns about the integrity of the transaction or how Chase reviewed it. Chase ignored my immediate fraud response and accepted fraudulent documentation without proper investigation. 

XXXX The merchant fraudulently charged my Credit Card for {$760.00}. 

XX/XX/year> - We realized the fraudulent charge or mistake was made & immediately contacted Chase Bank & put in a dispute on Chase app, but it advised us to call Chase directly. Dispute Team only available on weekdays, so we could only speak to a different department & explain what happened. We were checking out of the resort, so they were able to give us a temporary credit limit increase to make up the difference. 

XX/XX/year> - We called Dispute Team immediately when their hours of operation became open. We explained what happened. We were not sure whether it had been a mistake by the merchant or fraudulent at first. So we only did a dispute and asked the dispute team if there was anything else they needed. They said they would be in contact. 
XX/XX/year> - Upon our return back to the states, I called chase dispute team for an update and if there was anything we needed to send in. They assured me that as soon as they needed something, they would contact me. 
XX/XX/year> - Called chase Dispute team for an update. They did not have an update and said they didnt need anything from me. 
XX/XX/year> - Called chase Dispute team for an update. They did not have an update and said they didnt need anything from me. 
XX/XX/year> -Called chase Dispute team for an update. They did not have an update and said they didnt need anything from me. 

* * XX/XX/year> -I received correspondence from Chase in the mail saying the dispute was closed in favor of the Fraudulent merchant. Did not receive any information as to why or any contact from Chase asking for evidence or anything. 

XX/XX/year> - I called Chase dispute team to tell them I received the letter stating they closed the dispute in favor of the merchant. The agent immediately said they closed it because the merchant had a signed receipt. We immediately told them it was fraud & wanted to open up a fraud case. And we told the agent we were very confused to why Chase/dispute team didnt try to contact us via, email, mail or phone and just closed it. I had been calling weekly looking for an update and they just closed it. The dispute team said we would have to mail a letter requesting them to re-open the dispute. We told them we were sure it was fraud because we never signed anything at all in the store. The dispute team kept saying that they could do nothing until we sent a letter to request to reopen the dispute case. Horrible Chase customer service. We asked to speak with a supervisor and they said they could return my call in 3-5 business days ( but didnt until 9 business days later ) XX/XX/year> - Called dispute team for Chase Bank requesting to re-open dispute case and that it was unlawfully closed. They acted like they could not understand me & It was very hard to understand as their accents were heavy. We asked for a supervisor and asked them to send the fraudulent receipt they claimed the merchant had. They said they couldnt do that until we sent them a letter requesting to re-open dispute. 

XX/XX/year> - Called Chase Bank ( in the states ) requesting to re-open dispute case and that it was unlawfully closed. An advisor tried to help and told us to type up what happened on the Chase APP secure messages and he would forward it on to the proper dept to speed up the process. 

XX/XX/year> - Called Chase Bank ( in the states ) to see if they received the email of the request to open the disputed charge case and they said they did not receive it and they only the dispute team ( foreign outsourced team could help us ) That no local chase bank nor no other dept could help us with the dispute case. 

XX/XX/year> -Called dispute team ( foreign outsourced team ) Chase Bank requesting to re-open dispute case and that it was unlawfully closed. They were not helpful. They said they did not receive email with request to re-open dispute case nor would they send us the fraudulent receipt. The said we would have to send in a letter to request to re-open dispute. 

XX/XX/year> - Called Chase Bank ( in the states ) manager, requesting to re-open dispute case and that it was unlawfully closed. They were able to pull up and find out that the dispute case was automatically closed due to not response from us ( the customer ). So I asked when they contacted us as we have not received any communication until XX/XX/year> in the mail stating our case was closed. Chase advisor apologized and claimed that they are getting a lot of fraudulent cases like this is XXXX & he would try to make it right and it seemed like our case fell through the cracks. He also mentioned that we could go to a Chase Bank and fax the letter to re-open dispute case. We were traveling at the time but as soon as we returned we planned to fax letter via Chase Bank. 

XX/XX/year> - Sent a Fax from Chase Bank to the dispute team requesting to reopen dispute case. 

XX/XX/year> -Chase Dispute team ( outsourced to XXXX XXXX ) manager finally called us back after 6 business days. Manager was not helpful. 

XX/XX/year> - Called Chase Bank requesting to re-open dispute case and that it was unlawfully closed. No progress. They had not received the Fax to re-open dispute. 

XX/XX/year> - Called for an update regarding the fax sent from a Chase Bank to the dispute team requesting to reopen dispute case. They had not received either & it had been over XXXX business days. 

XX/XX/year> - Sent a certified letter to the dispute team requesting to reopen dispute case. 

XX/XX/year> - Called ( dispute team in outsourced country ) for an update regarding fax sent from a Chase Bank to the dispute team. They had not received either & it had been over 9 business days. 

XX/XX/year> -Called again ( dispute team in outsourced country ) for an update regarding the fax sent from a Chase Bank to the dispute team. They had not received either & it had been over 10 business days. This Time the team member escalated/forwarded my call to a manager in the US. This manager was very helpful and told me/ explained to me what happened and that the transaction in XXXX was very wrong. He sees many things that show fraud. Transferred me to Chase Fraud Team & Chase said before I could change this case into a Fraudulent one, I need to receive the receipt in the mail, look at in and confirm its not my handwriting. The receipt should be in my mailbox in 5-7 business days. 

XX/XX/year> - After sending the certified letter and fax requesting them to re-open the disputed case I finally receive a message in my chase app showing there is a new dispute case on my Chase IHG card. 

XX/XX/year> - I receive a letter in the mail from the dispute team stating they received my request to re-open the dispute but We confirmed that the transactions you disputed were valid XX/XX/year> - called Chase Fraud team and told them the its been more than 7 business days & I have not received the fraudulent receipt ( the merchant said I signed ).

Company response to consumer: Closed with explanation