Consumer complaint received 2025-02-15 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: NY

Complaint narrative:
I'm writing in regarding my fraud claims for the following transactions. On XX/XX/XXXX there were XXXX transactions charged by XXXX XXXX XXXX for XXXX, XXXX, and XXXX. XXXX XXXX XXXX is an establishment I have gone to before and on XX/XX/XXXX, I made a single transaction while I was there for XXXX only. I opened a bar tab when I ordered my drink and handed my driver 's license along with my ID as per the request of the bartender. I had asked the bartender to close out the tab after one drink and I was informed by the bartender that she couldn't find my credit card and driver 's license. After waiting at the establishment for them to look for it, when I realized they couldn't find it, I had left the establishment without my credit card and driver 's license. I normally keep my credit card locked for security purposes and to avoid fraud, and when my {$27.00} drink charge got declined initially, I unlocked it so that they can charge it. On the same night, I received a fraud alert for a transaction from this merchant and incorrectly responded yes at first because I had had a drink and didn't see the amount at first, but as soon as I saw the amount within XXXX minutes of checking the text again, I responded to the text message with a no. This prompted Chase to send me a letter on XX/XX/XXXX that they will be closing out my existing card and sending me a new one. I had thought when I responded with a NO to this text message that any other charges would be declined by Chase. I had discovered that Chase had not declined the other charges and they were still on my account, so I opened a claim on XX/XX/XXXX for the XXXX transactions that were fraudulent. On XX/XX/XXXX, I get a call from Chase XXXX XXXX at XXXX XXXX  XXXX  calling me to go over the card with me and asked me to call back XXXX. I promptly called back on XX/XX/XXXX at XXXX and spoke with a different agent that picked up informing me that the call came from the fraud review department. She informed me that when Chase 's system triggered a fraud alert, Chase received an answer that the transaction was OK so the review team was trying to verify whether my device was lost or stolen or whether it was really me that recognized the charge. I replied that my phone was actually in my possession and I replied to that text initially with an YES, and then replied very quickly with a NO when I noticed the amount in question on the text. I have a screenshot of the text message on my phone. The fraud alert text was received on my phone at XXXX on XX/XX/XXXX, I responded YES at XXXX rather quickly without properly looking at the number because I saw XXXX XXXX XXXX where I had already done a {$27.00} transaction. At XXXX, I immediately responded NO as soon as I noticed the amount. She confirmed she did notice the YES text, followed by the NO text. She further asked me if I charged the XXXX myself and I told her the same sequence of events of the night I described in this complaint. She also asked if there was any other credit or debit card lost that night, and I informed her that only my sapphire card and driver 's license as these were given to the bartender to open the tab. After these questions, she affirmed this is all the review team wanted to know in case the merchant responded to Chase, she said the review team wanted to be prepared to respond to the merchant with a defense. I informed the representative that because my XXXX  state driver 's license was lost along with my credit card, it is possible someone would know what my signature looks like based on my signature appearing on my ID and sign any transactions impersonating me, therefore, I requested her to ask the review team to request from the merchant security camera footage should they fight the fraud claim as the establishment is heavily monitored by security cameras. The representative informed me as of our call, the merchant has not responded with any supporting information whatsoever but asked me to go ahead and send her proof that I requested a replacement XXXX state driver 's license and provided me the email XXXX to send the documentation to so that Chase could defend my claim with proof that my driver 's license was lost. On the same day yesterday XX/XX/XXXX, I went ahead and emailed proof of the transaction with the XXXX to request the new ID to the fraud recovery email address. Fast forward to today XX/XX/XXXX, I get an email from Chase at XXXX that I have a new letter regarding my fraud claim. The letter stated that the fraud claim was denied under the grounds that " You received benefit from this transaction. '' The letter does not include any supporting documentation from the merchant at all, and just the previous day, the representative told me the merchant had not responded with any response to Chase at all. So I am quite confused how Chase decided to deny my fraud claim claiming I benefited from the transaction. The date on the letter reads XX/XX/XXXX. This leads me to believe based on the information I've been informed by Chase, Chase has incorrectly denied my fraud claim without receiving any documentation from the merchant and falsely claiming I benefited from the transaction without providing me any supporting documentation or reason of Chase 's own internal review as to why they believe it was me that made the charges and benefited from them.

Company response to consumer: Closed with explanation