Consumer complaint received 2025-06-24 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: FL

Complaint narrative:
On XX/XX/year>, while I was on vacation at XXXX XXXX, I received a Fraud Alert Text from Chase about a purchase that they said they declined. On the message they asked to replied if it was me or not. I replied NO confirming that it was NOT ME. Then days later I realized that Chase posted the transaction of {$3400.00} of XXXX XXXX # XXXX. I called them, they said that they will removed the charge, that I will not be responsible for this purchase, and that they will send me a new card. They sent the new card, I received it and they removed the charge. However, on XX/XX/year> I noticed that Chase re-posted the fraudulent charge. I called once again and the representative said that the first time I called the fraud representative did not reported it as fraud. He also said that it was another transaction done which it makes no sense because it was on the same amount and store. Then he realized what he said. Again, they said the charge will be removed, a new card will be send and that this time he will report it as fraud. Chase removed the charge for a second time and I received a new card for second time. Then on XX/XX/year> I logged in to my account to find out that once again Chase re-posted the fraudulent transaction. I called immediately. It was late at night. This time they lead me to Recovery Department. No one could helped me that night or explained me what was happening. They told me to call to the Recovery Department the next day during business hours. I called on XX/XX/year> morning and spoke with XXXX. She mentioned the items that were bought on this transaction, I told her that it was not me, and she said that Chase has proof and that are making me responsible for the transaction. I have been requesting the proof and asking for the results of the investigation, but they are not providing this. I did not did this purchase. I'm currently victim of fraud and been accused by the financial institution without proof. I have the text message where they said that they declined the transaction. However, they failed to do it. I replied NO to their Fraud Text Alert to confirm that it was not me and yet I'm been affected by this. I have an excellent credit history. I returned to XXXX  on XX/XX/year>. Days later I stopped by the store to talk to the manager to let them know. That way they could see the cameras and that manager told me it was an online purchase. If they really did the investigation they would find the IP address. Why Chase does not have the IP address? It makes me think they haven't investigated this case because I'm beyond sure it was not me. This situation is happening due to the lack of action from Chase of really declining the fraudulent transaction like they said on the message they did. This financial institution is not protecting me as a customer and I'm wondering how many other victims are dealing with a similar situation. This is taking time from my work and personal life and I'm emotionally affected already.

Company response to consumer: Closed with monetary relief