Consumer complaint received 2026-03-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I am filing this complaint regarding Chases handling of my unauthorized transaction dispute. There were two separate transactions with the same nail shop. The first transaction, for {$150.00}, occurred on XX/XX/year> and was legitimate and authorized by me in person using my physical card. I signed for that first transaction. The second transaction, for {$50.00}, was processed on XX/XX/year> and posted on XX/XX/year>. I did not authorize that second transaction. My dispute is about the later {$50.00} charge, not the original {$150.00} charge. After I filed my claim, Chase called me on XX/XX/year> and told me they needed me to contact the merchant. Following that instruction, I called the merchant on XX/XX/year> at XXXX XXXX PST while a Chase representative remained on the phone listening to the conversation. During that call, the nail shop manager stated that she ran my card separately later because she forgot to charge me for something. I immediately objected and stated that the merchant could not run my card a second time later without my authorization. This is important because it shows the later {$50.00} transaction was processed days after the original sale based on the merchants own decision, not because I provided new authorization. I signed for the first {$150.00} transaction only. The later {$50.00} transaction would not have my signature or any separate authorization from me. Chase later focused on wanting a receipt for the first authorized {$150.00} transaction. That request did not make sense because a receipt for the first transaction would not prove that I authorized the separate later {$50.00} charge. Any merchant copy or signed receipt for the first transaction would normally be kept by the merchant, not by me as the customer. I also asked whether a written witness statement would help, and I was told no, that they wanted the receipt instead. On XX/XX/year>, I then received back-to-back phone calls from Chase at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX, with a voicemail left. I returned the call at XXXX XXXX and spoke with a representative who asked me the same questions that were originally asked when I filed my claim. I again explained that a Chase claims representative had been on the phone with me during my XX/XX/year> call with the merchant. The representative did not confirm or deny whether notes were in the system about that call. I also stated that the repeated back-to-back calls while I was working were unprofessional, and the representative admitted that should not have happened and apologized. Despite all of this, on XX/XX/year> I received a letter from Chase denying my claim and stating that the transaction was determined to be authorized. I did not authorize any subscription, recurring payment, or ongoing billing arrangement with this merchant. A prior authorized in-person transaction does not authorize a later separate charge. I am also concerned about the consumer-protection implications of XXXX position. If a merchant can process a separate charge days after an original in-person transaction without new authorization, and the bank treats that later charge as authorized without requiring proof tied specifically to that later transaction, consumers could be left vulnerable to unauthorized charges of any amount. A prior authorized in-person transaction should not be treated as blanket permission for a merchant to submit later charges from stored card information. I am requesting a fair investigation into the disputed {$50.00} transaction and written documentation showing what evidence Chase relied on to determine that the later charge was authorized.

Company response to consumer: Closed with monetary relief