Consumer complaint received 2025-06-20 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: IL

Complaint narrative:
On XX/XX/XXXX, I saw XXXX unauthorized payments via XXXX XXXX in my checking account. Each payment was {$9.00}, for a total of {$270.00}. I also found other fraudulent activities in my account ( XXXX XXXX, XXXX & XXXX  ). All these were reported to the Chase claims department on XX/XX/XXXX. Most unauthorized payments, including the XXXX XXXX payments, were reversed the following day. I took care of the rest by contacting XXXX XXXX On XX/XX/XXXX, XXXX withdrew the XXXX XXXX XXXX payments they had initially reversed. I called the claims department and was informed that my complaint did not meet their " XXXX liability rule. '' I explained that the illegal payments made through XXXX XXXX occurred in XXXX of XXXX, within the 60-day window for reporting them. On XX/XX/XXXX, I met with XXXX XXXX from the Chase Bank ( located in XXXX XXXX, XXXX ) regarding the issue. She called the claims department and had me speak with an agent who, once again, used the 60-day liability rule as the reason for denying a refund on the payments. XXXX XXXX referred my case to their branch XXXX, XXXX XXXX XXXX XXXX, who said she would take my issue to the complaint escalation department. On XX/XX/XXXX & XXXX, XXXX from the Chase Bank Complaint Escalation Group gave me a call, which I could not return since I was out of the country. Upon my return, however, I called XXXX on XX/XX/XXXX, and XXXX, but each call went to his voicemail. He returned my call on XX/XX/XXXX, but I was unavailable at the time. Nonetheless, I called him back later that day & left a message that I still wanted to talk to him about my case ( # XXXX XXXX ). On XX/XX/XXXX, I tried to contact XXXX again to no avail. We never got to talk on the phone at all, and when I called XXXX XXXX XXXX XXXX for an update on XX/XX/XXXX, I was told that the complaint escalation department denied my claim. XXXX XXXX XXXX stated that a similar payment was made via XXXX XXXX on XX/XX/XXXX, which I did not dispute, thereby failing to meet the 60-day liability rule. It does not make sense to me since no XXXX XXXX payment was taken out of my account in XXXX of XXXX ( see attached document ). Even if there was, what does that have to do with the current situation? Two people were involved in the XXXX unauthorized payments via XXXX XXXX on XX/XX/XXXX, which I immediately reported. I did not even have the opportunity to speak to someone from the Chase Complaint Escalation Group, yet the final decision has been made to deny the money stolen from me. I filed a police report on XX/XX/XXXX, regarding the fraudulent activities with XXXX XXXX. I also reached out to XXXX XXXX ( as instructed by the Chase claims department ) about the situation ( see attachments ). I have been a loyal Chase customer for many years now, which is highly disappointing that the bank is not supportive of a customer who is a victim of a scam.

Company response to consumer: Closed with explanation