Consumer complaint received 2025-03-24 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: TX

Complaint narrative:
In XX/XX/XXXX, I visited a restaurant and gave my card to the waitress to pay for my tab. My order totaled {$44.00}. A few days later, I noticed that the waitress had not only charged my card for my order but had also charged it again for {$120.00}. This second charge was not authorized by me, as I never made a purchase for that amount. 

Upon noticing the unauthorized charge, I immediately contacted my card issuer, Chase Bank, to report the issue. I used the Chase app to go through the prompts provided and answered the questions to the best of my ability. However, the app did not allow me to provide an explanationonly to follow the predetermined options. Chase deactivated my card, which I felt was excessive at the time, but I assumed it was part of their standard process. They credited the {$120.00} back to my account and informed me they would conduct an investigation. 

In XX/XX/XXXX, I was shocked to discover that the {$120.00} charge had been reinstated to my account. When I called to inquire about this, I was told that Chase had determined it was not fraud because my physical card was used to make the purchase. This response was both surprising and frustrating. Just because someone has physical possession of a card does not mean the charge can not be fraudulent. Cards can be stolen, used without permission, or even misused by someone like a waitress who could have let others rack up a tab and charged it to my card ( for reference, I am not saying thats what happened ). The fact that it took me days to even notice the transaction underscores the point that it could easily have gone undetectedthat, by definition, constitutes fraud. 

Chase then informed me that I should have disputed the charge instead, claiming that it was likely an error by the waitress rather than fraud. I fail to understand how Chase can determine the waitresss intent. Regardless, the bottom line remains : the charge was not mine and should not be my responsibility. 

I attempted to explain this to the representative, but instead of assisting me, I was condescendingly lectured on the definition of fraud. When I asked to dispute the transaction, I was told that since I had initially filed a fraud claim, I would now need to write a letter explaining the situation and send it by mail. This is unacceptable. Why should I have to go through the extra step of writing a letter when I followed the process Chase outlined? When I asked to speak with a manager, the call was abruptly disconnected. 

Since then, I have contacted Chase multiple times to resolve this matter. Each time, I have been placed on hold for excessive periods when requesting to speak with a manager, told that I couldnt speak to a manager, or received callbacks from the back-end team with no notes or resolution. Meanwhile, the requirement to write and mail a letter remains unchanged. 

This is an unacceptable way to treat a long-standing customer. I have banked with Chase for years, but this experience has completely eroded my trust in your services. As soon as this matter is resolved, I intend to close all of my accounts with Chase and share on my social media platforms. I think people should know how Chase treats their customers.

Company response to consumer: Closed with explanation