Consumer complaint received 2025-05-03 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:
CFPB Complaint : Unauthorized {$18000.00} Charge by Chase Subject : Chase Refuses to Remove {$18000.00} Fraudulent Charge - Mishandled Dispute, Lack of Due Diligence, and Ongoing Harm Details of the Issue : In XX/XX/XXXX, while traveling in XXXX, a clearly unauthorized charge of {$18000.00} was posted to our Chase Sapphire Reserve card. It appeared on XX/XX/XXXX, from a business called XXXX XXXX- which appears to not exist, or at the very least was not open or operating during the time we were in XXXX. 

We discovered this charge on XXXX morning, when I manually checked our budgeting app ( XXXX ). We received no fraud alert, despite the extreme amount. For context : we have received fraud alerts for XXXX XXXX {$40.00} purchases before - but not for a charge nearing {$19000.00}. 

Because we were unaware of the charge and received no notification, we continued using the card throughout the rest of our trip. Once we noticed it, we immediately called Chase, and the charge was removed while new cards were issued. 

In XX/XX/XXXX, Chase re-added the charge to our account after an internal investigation, stating the charge was valid because : XXXX. " The card was present at the transaction. '' XXXX. " We continued using the card afterward. '' This rationale is deeply flawed and unacceptable. 

Common Sense Fails and Chase 's Own Admissions : - This was a restaurant charge - not jewelry, not a car, not even a private event rental - and Chase is claiming a meal totaling {$18000.00} is reasonable. 
- Chase representatives have directly told us on the phone that : - They could not verify that the business existed at the time of the transaction. 
- The charge was out of pattern with our normal spending. 
- And yet, they continue to place the burden on us to prove our innocence, asking for receipts and time-stamped evidence from a XXXX international trip. 

We are being held responsible for an {$18000.00} charge + over {$990.00} in interest that we did not authorize and would never, under any circumstance, make. The fact that Chase allowed this charge without alert, failed to reasonably investigate it, and now expects us to carry this debt reflects an egregious lack of due diligence, consumer protection, and simple human logic. 

Violations and Consumer Harm : This appears to be in direct violation of the Fair Credit Billing Act ( XXXX ) and Regulation XXXX ( XXXX XXXX XXXX ), which require a creditor to : - Conduct a reasonable and timely investigation. 
- Not penalize the consumer while the charge is under dispute. 
- Remove liability from the consumer if a charge is found to be unauthorized or not properly investigated. 

We Are Requesting : XXXX. XXXXmmediate and permanent removal of the {$18000.00} fraudulent charge and all accrued interest ( ~ {$990.00} ). 
XXXX. All documentation of Chase 's investigation, including any verification of the business, proof of card presence, or merchant contact. 
XXXX. Written confirmation that our credit profile has not and will not be negatively affected. 
We have been responsible, long-standing Chase customers. But this incident- and the way it has been handled- is not only financially dangerous, it's insulting to any notion of customer protection or ethical financial practice. Please intervene so this can be resolved according to the law and with the urgency it deserves.

Company response to consumer: Closed with explanation