Consumer complaint received 2024-02-29 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: GA

Complaint narrative:
XX/XX/XXXX : I went to a bar called XXXX in XXXX, GA to celebrate a friend 's birthday. While there, I opened a tab, and the bartender 'held my card ' behind the bar while the tab was open. I didn't think anything of it as this is common at bars ( at least in XXXX ). While at the bar, I noticed an unexpected {$500.00} charge on my credit card for a vendor I didn't recognize called " XXXX XXXX XXXX ''. I walked outside and called Chase immediately ( at XXXX according to my phone record ). I spoke to an individual for about XXXX minutes and explained what happened. During our discussion, I concluded that the charge could be related to travel I had recently booked to XXXX, FL. Ultimately, I decided not to lock the card in large part because I needed to use ride share to get home. 

XX/XX/XXXX : After investigating the charge, I realized I was actually charged {$500.00} twice to XXXX XXXX ( total of {$1000.00} ). At this point, I concluded the charges were fraudulent and filed a claim with Chase ( can't remember if I called or if I was able to do this directly in their app ). XXXX was applied to my account temporarily refunding my for the XXXX charges. 

XX/XX/XXXX : Received a call from Chase representative claiming that my case had been reviewed and deemed non-fraudulent. The representative explained that the reasoning was as follows : XXXX ) The charge was made as a chip transaction XXXX ) My card was never reported as lost or stolen XXXX ) There were legitimate charges made after the charges I filed as fraud This was the first I learned that the charge was made as a physical chip transaction. I explained that I didn't know how this happened, but that the charges were completely fraudulent. I further explained that I didn't even know who the " XXXX XXXX '' vendor is. I asked for information on the vendor and was told that vendors aren't required to provide much information. I asked to speak to a supervisor and was told I would receive a call back with 24 to 48 hours. 

XX/XX/XXXX : I received written confirmation that my case had been deemed non-fraudulent and that the {$1000.00} in charges would be re-applied to my account. The documented reasoning was that they concluded I " received benefit from the transaction ''. I immediately called Chase to explain that I was supposed to receive a call back from a supervisor but hadn't. I was told that the communication is sent automatically, that my account was flagged as needing a supervisor to call back, and that I should ignore the communication. I was told that I should receive a call back within the originally stated XXXX hour window ( which hadn't concluded yet ). 

XX/XX/XXXX : I received a call from Chase. This was the first time I was contacted since XX/XX/XXXX ; well after the original 24-48 hour window I was quoted. I was once again told that my case had been declined. I demanded to speak to a supervisor but was told that was not an option. The representative first suggested that I reach out to the vendor. I promptly explained that I couldn't do that because I don't know who the vendor is, and Chase was unable to provide any contact information. She said I would have to write a letter. I communicated that was not an acceptable outcome given the inability to get in touch with the proper people I had already experienced. I was once again told I would receive a call back from a supervisor. This time within a 24 hour period. 

XX/XX/XXXX : I once again did not receive a call back from Chase in the window they'd promised. I called them proactively this time. I spoke to another representative and explained everything that had happened starting with the moment I recognized the fraudulent transaction. As part of this discussion, I probed on Chase 's logic which concluded I'd received benefit from the transaction. This representative claimed that USUALLY chip read transactions are not fraudulent. I confirmed with the representative that while it may be unusual, it is not IMPOSSIBLE particularly in scenarios where a bartender or server has temporary possession of the credit card ( like the scenario I was in the day of the fraudulent charges. As part of the discussion, explained that I had been at XXXX where the bar tab was opened. The representative was able to recognize the legitimate transactions from the bar. Out of curiosity, I asked if there was any additional information available from XXXX. She confirmed that she could see their address and phone number. I pointed out that I found it curious that XXXX, a legitimate vendor, provided their basic contact information while " XXXX XXXX '', a random vendor where the fraudulent charge was made, did not have any additional information beyond the name of the vendor. This representative offered to re-open /appeal the case on my behalf. She informed me that the review / appeal would take XXXX business days, and should expect a call back by end of business on Wednesday XX/XX/XXXX. 

XX/XX/XXXX ( today ) : As I write this complaint, I have ( for a XXXX consecutive time ) not received a call back from Chase in the timeframe they said they would. I'm filing this complaint because I believe Chase 's handling of this case is in direct conflict of the federal Fair Credit Billing Act as well as Chase 's Zero Liability Protection policy which claims " [ card holders ] won't be held responsible for unauthorized charges made with [ card holder 's ] card or account information ''. Chase 's policy explicitly accounts for unauthorized charges made WITH THE CARD, and their logical conclusion in my case is that they will not protect me against this fraudulent charge because the transaction was completed WITH THE CARD.

Company response to consumer: Closed with monetary relief