Consumer complaint received 2025-12-04 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: CA

Complaint narrative:
To whom it XXXX concern, Ive always been a respectful person. Ive always paid each and every month in full to Chase and never missed a payment. I currently have XXXX cards with them. There has been a number of fraud charges on XXXX of my cards, the XXXX XXXX Chase Credit Card. I called Chase, was on hold for a number of hours. Finally spoke to the Fraud department and they were appalled when they discovered all the fraud on my credit card. They did the correct thing initially and reversed all the fraud charges. However, just XXXX short days later they recharged my credit card with all the fraud charges. I called them back. Had to be transferred 3 times until an hour later I reached the correct person. I asked them why they recharged me all the fraud. They said and I quote, " because the card was present while it was being used. '' I honestly thought this specific representative had some sort of mental issue or was toying with me. I responded, of course the card was present while being used, the card was STOLEN. How is that an excuse? That is exactly what I said on the very first phone call. If you can please have them pull up all XXXX recorded phone calls. I want you to hear each and every excuse theyve used and how each time it changed and contradicted the last excuse. For simplicity and not to waste your time XXXX not going to mention everything to try and keep this as short as possible. They did say they were in fact recording the call for validity so I want you to hear it because it will without a doubt work against them when you do hear the recorded calls. But to stick to XXXX XXXX on the second phone call they again said the card was present while being used as their excuse. I then told them, listen I live in California. I have XXXX credit cards with you guys, please have a look at my other credit card and you'll notice I have multiple charges in California on this date which is where I live. Now look at the fraud charge on this other chase credit card on the same date, it has multiple charges at shop multiple different shops in Florida. XXXX was a vape/smoke shop. XXXX was a XXXX payment to a resident in florida on an account that is NOT mine. There were many more as well. So I told them tell me how can I possibly be in XXXX places at once. After giving them this proof. Still they said, the card was present while being used. Later in a phone call I brought this up and they said, the card is not being present while being used, it was used with mobile pay. I asked them then why did you say the card was present while being used. And again, lets use common sense here. If the card was stolen, wouldnt they use it in person and on mobile pay and for online purchases. You even have a XXXX payment to someone, so if you really want to locate the person who stole the credit card, they are so stupid they registered it in their XXXX account. They responded with, we dont look into that. We just want to know if the charges are valid or not. That's what the XXXX said. I reminded them again the card was stolen. They said we think the charges are valid because they are online purchases. At this point its clear they are toying with me and just dont want to refund the charges. I asked to speak to the person who is determining these charges as valid. I want to speak to them directly and see how its physically possible to be in California and florida, in XXXX places at once for multiple days. She responded In the recording she than said and I quote, " these charges are valid. investigator.com determined these charges '' Excuse my language but this really XXXX me off. XXXX hours of my time wasted from work and my family. Honestly, Chase should be paying me at this point. I then repeated self again, and after some argument they said the XXXX will contact me in 4 days. It's been 5 days. Now a week later the what sounds like the same rep has contacted me telling me the charges are valid after Ive showed them proof. I should mention also there are no only charges from florida. There are many charges from a company with a a trustpilot score of XXXX star. I mean its blatantly obvious the charges are invalid. Listen XXXX thing I want to mention is XXXX a XXXX, I wasnt born yesterday. Its XXXX thing to try and protect your company but another thing to be blatantly lied to and to have your intelligence insulted with a different excuse every phone call. XXXX going to wrap this up, I spoke to them twice in the last XXXX days. First time I gave her proof she said I need to research this for a day. The second time she said these charges are valid because we have a 6 month policy to report it. I asked her when did this policy exist? I then said if there charges are proven invalid will you refund them, even if theyre a year later or 10 years later and submit the complain in writing. She said yes. I told her give me the email and the address. She gave me both. I said ok Im gon na be writing something. She then said Im closing this case because all the charges are valid. I told her in your honest opinion, in your heart, is this charge valid the vape/smoker shop in florida, and a few others when on my OTHER CHASE CREDIT CARD that you can see I was in California at the time. She said they are all valid Im closing this case. I told her Im going to be recording this call, then she said Im hanging, Im hanging up, Im hanging up. This is JP Morgan Chase and this is how theyre treating their clients. Which by the way Ive been a client of theres for over 10 years now. I want a refund of each and every charge I submitted because each and every charge is more than clearly fraud.

Company response to consumer: Closed with explanation