Consumer complaint received 2025-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.

Complaint narrative:
1. In late XXXX through mid XXXX, XXXX, I began getting fraud alert messages via email from Chase Bank. [ XXXX XXXX XXXX XXXX ] I checked my Chase statement and also found a purchase debited to my account for {$120.00} that I knew I'd not made. I telephoned the stated Fraud line per Chase 's website. The answering agent froze my debit card number and set up an order for a new card. She then took all the information I had on the fraudulent purchase debited to my account and gave the fraud case number. She suggested I track the case via the Chase website under " Secure Messages. '' 2. I received a letter from Chase on XX/XX/XXXXXXXX  saying that my claim was denied and was a dispute with the vendor. I called the Fraud assistance line and was told again this was a vendor " not recieved purchase '' dispute and to settle with them. I XXXX  the Vendor and found the request for the website resolved in an error message ; I retried this 5 times before I called back on the assistance line. I was told to take my " proof '' of what I did NOT purchase from a non-existent vendor to my local Chase branch. I also received this Secure Message XXXX XXXX, XXXXXXXX XXXX XXXX ToChase Online SubjectAccount inquiry ACCOUNT NUMBER : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  CATEGORY TYPE : Account inquiry XXXX I had a series of fraud alerts and called the Fraud division. Recommendation : change card. Meanwhile, I saw a debit to my checking for {$120.00} that was highly suspicious. I again called Fraud ; the agent verified it was to my previous card [ ending XXXX ]. I recently received a letter from Chase saying Investigation contacted vendor and " confirmed '' delivery of item. 
1. I never purchased any item on the stated date -- I was out of town in Texas.

2. If the vendor claims I DID make a purchase, they should have an order confirmation, item description, including size, color choice, et al. But I did NOT make any such purchase. 
3. I'm including the shipper tracking from XXXX, XXXX to supposed delivery. Delivery date was, supposedly, XX/XX/XXXXXXXX I was home that day ( my husband had a surgical procedure mere days prior ) and there were no deliveries to my house. 
This is still a fraudulent purchase debited to my account. 
retrieve XXXX XXXX claim docs Opens new window XXXX MB I have all documentation including the purported XXXX  tracking documents readily available. 
2. I took all documentation to my local Chase branch and was told there was nothing they could do and that Chase would not reopen the fraud claim investigation. I was told to further research the Vendor. I again found the Vendor, XXXX XXXX XXXX was listed with the last 4 digits of my debit card on my Chase statement but web search under that vendor name returned only an error message.

3. I returned to the Chase branch the next day with screen shots to prove no XXXX XXXX XXXX and spoke to another Banker customer service agent. He called the Fraud department, which appears to be an outsourced entity NOT in the USA, and was also told Chase had investigated my claim and closed it, that it was my responsibility to communicate with the vendor about any disputs. I asked for my claim to be escalated and to have all " vendor contact and reference documents '' sent to me. 
4. I received a letter from Chase dated XX/XX/XXXX stating that I had to separately request " information we used for our research '' [ XXXX XXXX ]. I messaged and sent that request and a request for escalation. 
5. I received the following secure message : XXXX XXXX, XXXX XXXXXXXX XXXX FromChase Online SubjectRe : We received your message Delete Reply Hello XXXX, Thank you for contacting us. This is a consolidated reply to your email. 

XXXX, we appreciate customers like you who take time to give us their feedback as we always strive to create a positive customer experience. This is not the impression that we would like to create and we are truly sorry for the inconvenience caused by our inability to provide the service that you deserve. 

We want to inform you that we will share your experience with the appropriate management team so they could further look into it for future enhancement. 

Please know that your feedback like this matters. It help us understand issues, find and fix problems, strengthen practices, and improve experiences for Chase customers.

We appreciate you being a Chase customer. 

Thank you, XXXX XXXX Email Servicing Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- CATEGORY TYPE : Re : We received your message XXXX I have tried to get any trace of an XXXX  [ sole proprietor ] XXXX XXXX XXXX XXXX. What I get is a single listing for a " company '' in XXXX that leads to no website or page but to an error message. Your Fraud department claims to have contacted XXXX XXXX via an international phone number. Your Fraud department also claims not to have a company name nor person name for XXXX XXXX XXXX, which I find questionable. 
Please escalate this issue and re-issue the fraud report. 
I can neither " call '' this company nor verify any purchase I NEVER MADE. Please contact this company who SHOULD have the full delivery report, and note WHICH DELIVERY COMPANY ALLEGES TO HAVE MADE FINAL DELIVERY. 
I NEVER ORDERED NOR EVER CONTACTED SP XXXX XXXX FOR ANYTHING. 

-- -- -ORIGINAL MESSAGE -- -- - We received the message you sent us on XX/XX/XXXX. 

Here 's what will happen next : - We'll respond to your message within one to two business days.

- To protect your account, we'll reply in the Secure Message Center. You'll need to sign in to chase.com or the Chase Mobile ( R ) app ( 1 ) to view our response. We'll email you to let you know the message is available.

We're here to help. If you have questions, call us at XXXX. We accept operator relay calls. 

Thank you for choosing Chase. 

( 1 ) Chase Mobile app is available for select mobile devices. Message and data rates may apply.

4. I requested a meeting with the Chase branch manager, XXXX XXXX, IL for XXXX XXXX XXXXXX/XX/XXXX, to discuss the letter I had received on XX/XX/XXXX from Chase regarding the fraud claim. That letter included a purported order placed with XXXX XXXX in XXXX, XXXX on XX/XX/XXXX with details. I brought those documents to the meeting, specifying that the IP address under " Customer Details '' geolocated to XXXX XXXX, CA ; I live in XXXX XXXX, IL and have a totally different IP address. Additionally, the email address supposedly for me is incorrect. The Banker researched again with the Fraud department and was again told the inquiry and claim are closed due to Chase policies : if the Vendor claims delivery and has the purchaser name and email address, this is for the vendor and the customer to settle and is not a valid fraud claim that Chase will refund.

Company response to consumer: Closed with explanation