Consumer complaint received 2024-04-17 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: AZ

Complaint narrative:
To Whom It May Concern, I am writing to urgently address the ongoing dispute stemming from XX/XX/XXXX through XX/XX/XXXX regarding unauthorized charges on my account with J.P. Morgan Chase. Recently, I received a call from J.P. Morgan Chase customer service regarding this matter. The representative informed me that my dispute had been flagged, necessitating escalation to the Fraud Department for further investigation. Subsequently, I was transferred to the Fraud Department. 

During my conversation with a representative from the Fraud Department, I was instructed to provide documentation as evidence to reopen the case. Prompt action is essential, and I am reaching out to expedite this process. 

Both representatives assured me that the case would be reopened upon providing the necessary documentation. Given the prolonged duration of this dispute spanning over a year, I anticipate a swift response to initiate the resolution process. To facilitate this, I have compiled a timeline of relevant events : XXXX XXXX XXXX XXXX XXXX  upon noticing unauthorized charges, I contacted the merchant, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ). Despite my efforts to resolve the matter with the manager named XXXX, I was met with refusal, with the assertion that all sales were final. Unfortunately, the audio recording of this conversation is unavailable from XXXX due to the elapsed time, but I possess a timestamp indicating the call. 

2. Following the unsuccessful attempt to resolve the charges, I visited the XXXX XXXX in person on XX/XX/XXXX, and spoke with XXXX XXXX. Despite my explanation of the unauthorized charges, I was asked to leave the premises unless making a purchase. I have timestamped evidence and a photograph showing me arriving. 

3. Subsequently, on XX/XX/XXXX, I contacted Chase Fraud to dispute the charges totaling over {$2000.00}. Chase assured me of canceling the card, issuing a new one, and investigating the fraudulent charges. 

4. On XX/XX/XXXX, Chase 's fraud team communicated that I had benefited from the disputed transactions, despite my insistence that they were unauthorized. Despite reopening the case, no resolution was reached. 

5. Today, XX/XX/XXXX, Chase contacted me again, requesting documentation regarding the flagged transactions. 

During my discussion with the Fraud Manager, I was questioned about additional charges on my card during the dispute period. Despite discrepancies in the charge history and statement, I maintain that the XXXX charge does not reflect on my card 's history, as evidenced by the provided screenshot. 

As a loyal Chase customer, I am deeply dissatisfied with the lack of support and resolution in this matter. I have never encountered such poor customer service. The impact of this unresolved dispute has been severe, affecting my credit, financial stability, and everyday life. Immediate action is imperative to rectify this situation. Failure to address this issue satisfactorily may compel me to pursue legal recourse. 

I urge you to reopen the fraud case without further delay and provide the necessary assistance to resolve this matter satisfactorily. Your urgent attention to this matter is appreciated. 

Moving forward, all communication with J.P. Morgan Chase must involve an Executive from Chase. I will not engage in discussions with anyone below that level. Thank you.

Company response to consumer: Closed with explanation