Consumer complaint received 2024-05-01 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 : 1. On XX/XX/XXXX, upon noticing unauthorized charges, I contacted the merchant, XXXX XXXX XXXX XXXX, via phone ( 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 Manager 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. 

I am writing to express my deep concern regarding the handling of my fraud claim by J.P. Morgan Chase. Despite my diligent efforts to report and rectify unauthorized charges on my account, I have encountered significant obstacles in obtaining a satisfactory resolution. 

In response to my initial fraud claim initiated on XX/XX/XXXX, J.P. Morgan Chase acknowledged three unauthorized charges totaling {$210.00} from XXXX XXXX XXXX XXXXXXXX and issued permanent credits to my account. While this was a positive step, it is important to note that only a fraction of the fraudulent activity was addressed, leaving a substantial portion unresolved. 

Furthermore, it is perplexing that Chase altered my card number following the initial claim, yet additional unauthorized charges continued to accrue. Despite my prompt reporting of these subsequent discrepancies, Chase has inexplicably deemed them as valid, disregarding compelling evidence to the contrary. 

The assertion that I validated charges from the merchant on XX/XX/XXXX, is unfounded and misleading. I categorically deny any such validation and maintain that these transactions were conducted without my consent or authorization. 

Moreover, the reference to charges made via XXXX XXXX digital wallet XXXX, linked to my phone number ending in XXXX, is deeply troubling. I have not utilized XXXX XXXX for transactions with XXXX XXXX XXXX XXXX or any other suspicious merchants during the specified period. This discrepancy underscores the urgency of a thorough investigation into the fraudulent activity affecting my account. Yet, in fact I do NOT even have my card linked to my XXXX XXXX TO THIS VERY DAY. 

I am particularly dismayed by the lack of communication and support from Chase 's Executive team throughout this ordeal. Despite numerous attempts to seek clarification and escalate my concerns, I have yet to receive a satisfactory response or acknowledgment of my plight. Nobody has contacted me in giving me updates, asked for additional information etc. 

In light of these egregious oversights and discrepancies, I implore the CFPB to intervene and ensure a fair and expeditious resolution to this matter. The financial implications of this fraudulent activity are significant, and I can not afford to bear the burden of charges that are clearly illegitimate. 

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. 

I trust that the CFPB will undertake a comprehensive review of my case and hold J.P. Morgan Chase accountable for their failure to uphold their responsibilities in safeguarding my financial interests. Your prompt attention to this matter is greatly appreciated, as time is of the essence in rectifying this injustice.

Company response to consumer: Closed with explanation