Consumer complaint received 2024-05-02 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: NV

Complaint narrative:
I am writing to address an unauthorized transaction on my Chase credit card, ending with XXXX on XX/XX/year>, amounting to {$340.00}. The payment was labeled as " in-person XXXX XXXX '' at a merchant identified as " XXXX XXXX Shoes. Upon discovering this fraudulent charge on XX/XX/year> ( since I didn't get any notification or email about it ), I promptly contacted Chase customer service to report the incident. 

Chase promptly refunded the entire amount and took the necessary step of blocking my card. Additionally, I followed their advice to remove the compromised card from my XXXX XXXX immediately. I was issued a new card then, ending with XXXX ( which I am currently using ). However, on XX/XX/year>, at XXXXXXXX XXXX XXXX, I received a call from Chase ( ( XXXX ) XXXX ) asserting that the transaction was legitimate, as my phone had not been reported stolen. They subsequently charged the full amount to my credit card without my authorization and hung up in the middle of our conversation. I called Chase customer service, the same day, and they were adamant about me providing the XXXX XXXX transaction history. 

I called XXXX customer service and they told me that they could not access the transaction history of a deleted card from my Apple Wallet which I told Chase customer service at ( XXXX ) XXXX at XXXX XXXX XXXX. After spending an ample amount of time with them requesting any other way possible to resolve this matter, the person finally told me the transaction happened in XXXX at XXXXXXXX XXXX XXXX. I told him that I was an international student ( from XXXX ) in the XXXX an XXXX visa and neither I nor my family had ever been to XXXX. Then the person told me that if I could provide my location proof of the day this transaction happened, I would be able to get my refund. 

I booked an appointment with a banker at XXXX XXXX and XXXX, XXXX XXXX XXXX XXXX, XXXX, NV for XX/XX/year>, at XXXXXXXX XXXX XXXX I went to this Chase branch and the employer named XXXX XXXX took my appointment. She submitted a claim through my Chase account and sent the required documents ( my I-20 form and screenshots of some of my workouts which I accessed through the Fitness app on my XXXX and which showed my location as XXXX on XX/XX/XXXX and XX/XX/year> ) to the email address at " XXXX '' .\n On XX/XX/year>, at XXXX AM PT, I received a voicemail from XXXX from Chase card services fraud XXXX asking me to call her at ( XXXX ) XXXX. When I called, someone picked up who contacted XXXX on his behalf while I was on hold. After talking to XXXX, the person told me that the documented proof that I sent does not have anything to do with the case as they are looking for my transaction history on my XXXX XXXX. I called Chase Customer Service at ( XXXX ) XXXX to provide me the written details like the location and time, of the transaction and they told me that they were not able to fetch the location of the transaction and that I would have to provide the transaction history from my XXXX Pay, even after me telling them a multiple times that I can't get the transaction history as XXXX does not have the transaction record from a deleted card. 

The bank has been harassing me to provide the information ( XXXX XXXX transaction ) which XXXX company has no record of for nearly XXXX weeks now, without which they would not refund this large amount and it has started to affect my mental health as being an international student, the financial burden of this unauthorized transaction is substantial and unwarranted. I have consistently maintained responsible financial behavior, and this isolated incident should not overshadow my record of prompt payment and integrity, so I kindly request a thorough review of my case and a fair resolution that absolves me of responsibility for this fraudulent transaction. I trust that CFPB will provide the necessary support to rectify this matter efficiently. 

I have attached a few screenshots of the transactiondetails from the Chase app and proof of the locations that were sent earlier to the above-mentioned email address.I am willing and prepared to offer any additional documentation or information ( including visa or passport information ) necessary to support my case. 

Thank you.

Company response to consumer: Closed with monetary relief