Consumer complaint received 2026-05-07 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: CA

Complaint narrative:
Back in the summer of XXXX, I received my JPMCP/Chase card and shortly after that I experienced a serious issue involving fraudulent transactions on my account. During that time, I was hospitalized and unable to properly monitor or manage my account activity. While I was in the hospital, only one transaction over {$5000.00} was actually made by me. Every other transaction that appeared on the account was unauthorized and fraudulent. As soon as I became aware of the fraudulent activity, I contacted Chase multiple times to report the issue and request that the fraudulent charges be investigated and refunded. I also personally contacted several merchants in an attempt to recover the funds directly. Some merchants informed me that they could not assist me without working through the bank, while other merchants never responded to my calls or requests at all. In some cases, I did not even know where the merchants were physically located, making it impossible for me to visit them in person or attempt to resolve the issue directly. The situation caused me a significant amount of stress and financial hardship. Approximately three months ago, I sent Chase a handwritten letter fully explaining what had happened and providing all the information they requested. After Chase received my letter, I followed up with them again, and I was told by representatives that they agreed with my explanation, that my paperwork was acceptable, and that the refund process would move forward. I was repeatedly reassured that the matter would be resolved and that I should not worry. Because Chase representatives continuously advised me that the issue was being handled and that I should wait for the refund process to be completed, I stopped making payments on the account during that period. Prior to that, I had consistently been making monthly payments since XXXX. I relied on the information and instructions provided to me by Chase representatives, who repeatedly told me that the account issues would be corrected once the investigation and refund process were finalized. However, despite these assurances, Chase never refunded the disputed fraudulent charges. As a result, my account eventually became approximately 90 days past due, causing additional financial damage, late fees, interest charges, and negative credit reporting. At this point, I feel that I have already lost a substantial amount of money and paid excessive interest on charges that were not authorized by me. I am requesting that Chase fully investigate the fraudulent transactions, refund the unauthorized charges, reverse the related interest and fees, and remove the negative late payment reporting associated with this matter, especially because I relied on the instructions and representations made by Chase representatives throughout the process. I am also seeking information regarding any legal remedies or protections available to me under consumer protection laws related to fraudulent transactions and improper credit reporting.

Company response to consumer: Closed with monetary relief