Consumer complaint received 2025-11-21 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: MS

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing this complaint against JPMorgan Chase Bank ( Chase ) and XXXX regarding their mishandling of a fraud dispute involving unauthorized transactions on my Chase credit card account linked to XXXX. Despite providing extensive evidence multiple times and complying with all their requests, both companies have repeatedly denied my claim for this specific card ( which was hit the hardest with approximately {$4500.00} in fraudulent charges ), while ruling in my favor on similar disputes with other accounts. This inconsistent and burdensome process feels designed to wear me down as a consumer, and I believe it violates fair credit billing practices under the XXXX Credit Billing Act and other consumer protection laws. 

Background of the XXXX : In XX/XX/year>, my accounts were hacked, leading to unauthorized purchases on the XXXX platform. The transactions were processed through my XXXX Chase credit card ( account ending in XXXX ). I discovered the activity immediately and took prompt action : - I contacted Whatnot over XXXX times to report the fraud and prevent shipments, but they ignored my requests until after I filed bank disputes. Their policy encouraged sellers to ship anyway, despite my alerts. 
- I reached out directly to individual sellers, and many canceled or held orders upon learning of the suspected fraud. 
- Evidence of hacking includes the fraudster attempting to change the shipping address to a fake XXXX in XXXX  ( " XXXX XXXX, XXXX XXXX XXXX, XXXX, HI XXXX '' ), but it defaulted to my real address ( " XXXX XXXX XXXX XXXX XXXX XXXX, Pass XXXX, XXXX XXXX '' ). Many packages originated from Hawaii, which is inconsistent with my location and history. 
- The hacker accessed personal information that was harder to obtain than details for my other cards, such as my XXXX Chase card, indicating a sophisticated breach. 
- After receiving the unwanted items ( primarily Pokmon-related products that I had no knowledge of or use for ), I attempted to return them to the sellers or XXXX, but their policies prohibited returns. As a result, I donated everything to a local charity that gives things to foster children, as I used to work as an attorney serving as a guardian ad litem, and this cause is dear to my XXXX, to ensure the items benefited someone in need rather than going to waste. 

This was a massive hit across all my accounts, using everything from XXXX Pay to XXXX to XXXX, XXXX XXXX, XXXX, and pretty much any account I had. I reported the fraud to all affected financial institutions right away. Every other bank and credit card issuer, including my Chase Freedom card ( another Chase product ), investigated and ruled in my favor, issuing full refunds without excessive hurdles based on the same facts and circumstances, with similar amounts of transactions and costs. Everyone else was helpful and resolved the issues with the evidence provided and my instant actions to contact them and get this fixed. XXXX also confirmed the activity as fraudulent after my report and resolved their related disputes in my favor. 

Issues with Chase : Chase has denied my claim multiple times, citing reasons like the charges appearing to come from my device or shipping to my addressignoring the clear evidence of hacking, address tampering, and my good-faith efforts to return or donate the items. I have submitted appeals with comprehensive proof, including : - Screenshots of account addresses showing the unauthorized Hawaii addition. 
- Communications with Whatnot and sellers, including denial of returns. 
- Resolutions from other banks confirming fraud. 
- XXXX details from Hawaii. 

Despite this, Chase keeps demanding more, such as an official confirmation letter from XXXX verifying the hackeven after I provided XXXX 's favorable resolution. I've complied repeatedly, but each time they deny and request something new, prolonging the process. This card was hit the hardest ( {$4500.00} ), and it seems they're resisting more here, possibly due to the amount, while easily approving smaller claims on my other Chase card. This has caused ongoing financial harm : interest accruing on the balance, damage to my XXXX XXXX, and inability to fully use the account. As of XX/XX/year>, the dispute remains unresolved after months of back-and-forth. Due to this poor handling, I have started to close any other Chase accounts I have, as well as my XXXX and XXXX accounts. 

Issues with XXXX : XXXX confirmed the hack and resolved in my favor initially, and they sent me a letter stating my account was hacked. 

Requested Resolution : I request that the CFPB investigate Chase and XXXX for unfair dispute practices, potential violations of the Fair Credit Billing Act, and failure to reasonably investigate fraud claims. Please require Chase to : - Reopen and approve my dispute, issuing a full credit of approximately {$4500.00} plus any interest/fees. 
- Stop the endless requests for redundant information. 

This situation has caused significant stress, time loss, and financial burden. CFPB intervention is needed due to the continued denials. 

Thank you for your assistance. I can provide additional documentation upon request.

Company response to consumer: Closed with explanation