Consumer complaint received 2025-06-11 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: FL

Complaint narrative:
On XX/XX/XXXX at XXXX XXXX XXXX XXXX, I received a Chase Fraud Alert requesting me to verify a transaction. I reported something was wrong so Chase blocked the credit card immediately. ( Please see attached email Action Needed_ Please confirm this transaction ). If I received this email, something must have alerted Chase the possibility of a fraud. On the morning of XX/XX/XXXX. I checked the latest movements on the credit card, called in Chase Customer Service and reported the unauthorized transactions since XX/XX/XXXX that total XXXX. All of these transactions were made IN PERSON. 

There are XXXX cardholders to the Chase XXXX credit card account. Me, XXXX XXXX, my wife XXXX XXXX and my brother XXXX XXXX. Neither of us were in the United States at the time of the fraud ( XX/XX/XXXX to XX/XX/XXXX ). We live in XXXX XXXX XXXX XXXX ) and enter the United States as XXXX citizens. As proof of this. I can forward our passports. You can check in the XXXX Website Travel Record for XXXX Visitors of the XXXXXXXX XXXX XXXX XXXX that were were not on those dates in the United States XXXX ( XXXX XXXX XXXXXXXX ). One can check the travel reports of the XXXX of us from this website, but I would prefer if you can check them yourself on the government website with the passport documentation I have provided. My wife and I left the United States for XXXX on XX/XX/XXXX and have not returned ever since. My brother XXXX left the XXXX on XX/XX/XXXX and only returned to the United States on XX/XX/XXXX. ( The unauthorized credit card use took place IN PERSON as the credit card statement implies between XX/XX/XXXX and XX/XX/XXXX in the United States ). None of us were physically in the United States. 

What we easily prove that we were in XXXX. If you look at any Chase credit card statement. I am attaching the last statement that is when the fraud occurred ( XXXX Credit Card Statement ) you will see plenty of transactions taking place in XXXX XXXX XXXX XXXX ) which is where we currently live. If you see the XXXX statement. Between XX/XX/XXXX and XX/XX/XXXX which is when I claim the unauthorized transactions took place in the United States, there are XXXX transactions taking place IN PERSON in XXXX as it can be checked in the XXXX Credit Card Statement. Since all the unauthorized transactions that I reported that took place in the United States were purchased IN PERSON, how can you explain that at the same time IN PERSON transactions taking place in XXXX? No one can be at the same time making IN PERSON purchases in XXXX countries. 

To conclude : XXXX ) As we have proven and you can check in the XXXX  XXXX XXXX XXXX XXXX, we clearly were not in the United States between XX/XX/XXXX and XX/XX/XXXX which is the time frame and the place in which the fraud took place.

2 ) We could not have left our cards to someone else in the United States so they could commit the fraud IN PERSON, since at the same time, we were using the cards IN PERSON in XXXX between XX/XX/XXXX and XXXX which is the time frame in which the fraud took place. 

Yesterday I received a letter from the bank denying the unauthorized transactions that I had reported that totalled XXXX USD were denied because I had received benefit from this transaction. ( See attached letter Letter of Review of Unauthorized Transactions ). I called in the bank fraud department, explained them what I have written above. They gave me an email address so they can complement the investigation. I sent them the letters I received from Chase bank, I sent them our passports so they could check that they were not in the United States, I sent them the bank statement so I can prove that we were having IN PERSON purchases at the same time in XXXX and in the United States so it could not be us. A few minutes later I received possibly an automatic response from Chase Fraud Recovery which I consider very mean and treats its customers with disrespect ( View Letter We Received your Message ). I will attach this email. I wanted to solve everything with Chase, but after this mean message which does not give the customer a benefit of doubt in this difficult time, I rather go through CFPB.

Company response to consumer: Closed with monetary relief