Consumer complaint received 2025-05-15 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: CO

Complaint narrative:
A fraudulent in-person transaction for approximately {$9500.00} was posted to my account. The credit card company informed me this transaction reportedly occurred on XX/XX/year>, around XXXX XXXX at a merchant called XXXX XXXX XXXX. ' I did not make this purchase, nor was I at this location. 

On the day of the alleged transaction, I was on the XXXX XXXX XXXX XXXX for the entire day. I provided the credit card company with multiple pieces of evidence to demonstrate this : Proof of attendance in my Pilates class on campus from XXXXXXXX XXXX to XXXXXXXX XXXX. My professor ( XXXX XXXX ) provided her attendance sheet and is willing to issue a statement from her faculty email. 

A check-in log from the campus food pantry. The emailed screenshot confirms my check-in on XX/XX/year>. While it doesn't have a specific timestamp, the pantry was open from XXXXXXXX XXXX to XXXXXXXX XXXX and my visit occurred between XXXX XXXX and XXXX XXXX, overlapping the alleged transaction time. 

A booking confirmation for a squash court on campus for Taekwondo practice, which occurred from XXXXXXXX XXXX to XXXX XXXX that day. I also have numerous fellow students who can attest to my presence. 

I explained that I rely solely on XXXX XXXX XXXX ( using my EMT ID for free rides ) for my commute to and from campus, as I do not own a car. My continuous presence on campus for classes and activities makes it impossible for me to have been at the merchant 's location. 

Despite submitting this evidence, the credit card company has insisted the charge is valid. This issue has been reopened and reviewed multiple times ( at least six instances ), with the same outcome each time. The company 's investigation process has been deeply concerning : Supervisors explicitly told me that my provided evidence including the class schedule, the food pantry log ( dismissed for lacking a timestamp ), the squash court booking, and potential witness testimonies from my professor and fellow students 'does n't count ' or 'does n't matter. ' I was specifically told they 'do n't believe in witness testimonies. ' Company representatives admitted that for disputed in-person transactions, they do not obtain or require crucial verifying evidence such as customer signatures or video footage from the merchant. They stated they 'only look at financial records. ' Contradicting this, they also informed me that the only way they would consider the charge fraudulent is if I provide a statement from the merchant admitting the transaction was fraudulent. This is an impossible burden, as the merchant has a clear financial incentive to claim the charge is legitimate. 

The company has repeatedly insisted that I must contact the merchant directly to resolve this. I am unwilling to do this because I was never at the merchant for this transaction. I am concerned that if I, an individual the merchant would not recognize from the date of the transaction, were to appear now, they might falsely claim to recognize me, which would prejudice my dispute, especially given the credit card company 's refusal to conduct a proper initial investigation of the actual transaction details. They have also refused to send me a letter outlining their findings or what they have done to investigate this fraudulent charge. I only get letters saying the charge is valid and it's my responsibility. 

The credit card company ( Chase ) has dismissed substantial evidence proving I could not have made this in-person purchase, admitted to not collecting standard verification evidence for such disputes, and has imposed an unreasonable and impossible standard of proof by requiring a merchant 's admission of fraud. As a result of their flawed and unfair investigation process, they continue to hold me responsible for this {$9500.00} charge. This situation has also caused significant damage to my credit score, which has dropped from over 750 to below 650.

I've included a screenshot of my professor 's email for the investigators to contact directly, class schedule, professor 's attendance log she provided me, email correspondences and screenshot from the squash court booking and the food pantry check in. There's also campus surveillance footage that can also be acquired that will show me on campus in the campus recreation building as well as the XXXX building but needs to be subpoena

Company response to consumer: Closed with explanation