Consumer complaint received 2024-08-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I am writing this complaint to report an extremely frustrating experience with my XXXX credit card issued by Chase bank while traveling in XXXX. 

On XX/XX/XXXX, despite notifying Chase of my travel plans and being reassured that their fraud system is advanced and theres no need to notify them in advance, I encountered numerous issues. All the purchases I will mention were made with the same XXXX credit card. 

First, my $ XXXX purchase at XXXX XXXX was declined initially but went through on the second attempt. While the first declination was unexpected, at least it didnt block my purchase entirely. However, the nightmare began when I tried to buy a belt from XXXX at XXXX. The card kept getting declined, forcing me to purchase an XXXX card and spend around XXXX minutes on the phone with their agent. I emphasized that I would be using the card throughout the week and requested that it not be blocked again. Despite this, after successfully using the card at XXXX, it was declined again at XXXX. When I called Chase again, I was told I had a {$10000.00} daily limit, which was not true as I hadnt hit that limit, and the declined amount shouldnt count. 

Due to this issue, I had to return to XXXX the next day, wasting hours to resolve this only for the store to close before I could make my purchase. The following day, I attempted to buy a {$2000.00} bag at XXXX, but the card was declined repeatedly. This time, their agents didnt resolve the issue and instead locked my card entirely. Consequently, I couldnt use my card to check out of my hotel. 

To get a saying, I contacted Chase customer service and sent their questions below : 1. Why was I told there was no need to notify Chase of my travel plans if my card would end up being blocked repeatedly in XXXX? 
2. How does your fraud protection system justify blocking a customers card even after multiple calls and security checks?

For general recognition, fraud protection is to protect customers from fraud, not block them. I trusted Chase and brought their credit card for travel, yet their system prevented me from shopping, wasted my time and money, and ruined my mood. 

Chase got back to me after receiving my complaints, and apologized, although the didn't do a complete reply to me questions, they mentioned in their reply that they requested an compensation for me and would show in my next statement. 

However, when I checked the statement, no compensation at all, I contacted them again and they said the compensation request was denied by their upper level management without letting me know the reason, and then no follow up. 

I don't know how XXXX their fraud protection mechanism is, but they should unblock their users if they called and requested them to unblock and stop keeping blocking them. They not only don't stop blocking the users, but they lock the card for use directly after customer made several calls.

Company response to consumer: Closed with non-monetary relief