Consumer complaint received 2026-04-12 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: DE

Complaint narrative:
* * Complaint Inconsistent Transaction Timing and Failure to Conduct a Reliable Investigation * * I am submitting this complaint regarding JPMorgan Chases handling of a disputed credit card transaction and their inconsistent representation of key transaction details during the investigation. XXXX XXXX XXXX Summary of Issue I disputed a charge of {$1100.00} from XXXX XXXX XXXX dated XX/XX/year>. During the course of the investigation, the transaction time associated with this charge has changed, raising serious concerns about the reliability of the banks determination. XXXX XXXX XXXX Inconsistent Transaction Timing Initially, the transaction was presented and evaluated as occurring at XXXX XXXX XXXX XXXX local time in XXXX XXXXXXXX XXXX XXXX ( merchant provided XXXX ). Based on this, I provided documentation showing that my flight arrived at approximately XXXX XXXX XXXX XXXX XXXX XXXX demonstrating that I was still in the air at the time of the alleged transaction. In response, Chase revised the transaction time, stating that the charge occurred at XXXX XXXX XXXX XXXX Eastern Time * *, corresponding to XXXX XXXX XXXX XXXX local time in XXXX XXXXXXXX XXXX XXXX This change is significant and was not accompanied by a clear explanation of : * Why the original transaction time differed * Which timestamp is considered authoritative ( merchant vs. internal system ) * How the discrepancy was identified and resolved XXXX XXXX XXXX Timeline Still Does Not Support the Transaction Even under the revised time of XXXX XXXX XXXX XXXX XXXX XXXX the transaction remains inconsistent with physical reality : * Flight arrival : XXXX XXXX XXXX Airport exit : XXXX XXXX XXXX Taxi departure : XXXX XXXX XXXX Actual card interaction ( taxi payment ) : XXXX XXXX At XXXX XXXX, I was still inside the airport and could not have been at a merchant location approximately XXXX XXXX away. XXXX XXXX XXXX Additional Concerns * No signed receipt was provided * No PIN verification was documented * Merchant documentation was created days after the transaction * The only known third-party handling of my card occurred during a taxi ride later that evening XXXX XXXX XXXX Basis of Complaint This complaint is not solely about the disputed charge itself, but about the * * integrity of the investigation process * * : * The transaction time used to support the denial has changed during the review * The bank has not reconciled this inconsistency * The final determination relies on assumptions that conflict with documented real-world events XXXX XXXX XXXX Requested Action I request that this matter be reviewed to determine : 1. Which transaction timestamp is accurate and why different times were used during the investigation 2. Whether the investigation met reasonable standards given the inconsistency in core transaction data 3. How the bank reconciles the transaction timing with the documented timeline of my arrival and movement This issue raises concerns about the reliability and completeness of the investigation, and I am seeking a fair and fact-based reassessment. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation