Consumer complaint received 2025-11-18 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: CA

Complaint narrative:
I am disputing a charge for the amount of {$14000.00} assessed to my Chase Sapphire XXXX Credit Card on XX/XX/year>. 

My wife XXXX, my XXXX year old son XXXX and my XXXX year old daughter XXXX and I traveled to XXXX, XXXX on XX/XX/XXXX for the wedding of my wifes brother. We stayed a few days in XXXX, drove to XXXX where stayed in a hotel for XXXX night and then traveled by train to XXXX where we spent the remainder of our trip until our flight home to XXXX XXXX on XX/XX/XXXX. 

Upon returning to the United States, I checked the balance on my account and was surprised to see a charge from XX/XX/XXXX for {$14000.00}. At no time during our entire trip did we make a single purchase anywhere near the amount of {$14000.00}. The largest expenses for our trip were the airplane tickets ( which were not put on the Chase Sapphire XXXX ), AirBNBs and hotel rooms, XXXX rental car, train tickets and meals and none of those individual items came close to costing {$14000.00}. 

I immediately called the number printed on the back of my Chase Sapphire Preferred card ( XXXX ) on XX/XX/year> and explained that I was calling in response to the charge from the XXXX which was obviously an amount my family and I would recognize/remember from our trip. 

We never engaged with any merchant/vendor named " XXXX XXXX '' and while we did take a few short taxi trips on XX/XX/XXXX, we never ordered a taxi or limousine service that cost {$14000.00} on XX/XX/XXXX and never spent any time in XXXX, XXXX ( which is the location listed on the statement ). 

I was told on that phone call that they would conduct an investigation, credit the amount back to me and issue a new credit card. 

I received a new credit card and everything seemed fine until several weeks/months later when I noticed the same exact amount had reappeared on my credit card statement without any notice. 

I immediately called Chase again to ask why I was seeing the exact same charge again I had called in about and they informed me that they had conducted an investigation and concluded that the charge I had reported was conducted in person since my wife and I were in possession of our cards. I explained that we had never claimed that our cards were lost or stolen, only that we had not purchased anything worth {$14000.00} from anyone or anywhere named XXXX XXXX. 

They offered to review their decision/I could appeal the process but they never did any additional investigation, did not attempt to contact the merchant/vendor, did not provide any additional information or documentation- they just repeatedly closed to the case saying I had the card in my posession and they confirmed it was an in-person charge so they couldn't do anything further for me. 

I keopt calling and appealing several times before finally talking to someone at Chase who mentioned that my scenario was actually a " dispute '' and not " fraud ''. 

I told them I didn't see a difference and they were the ones who decided to route my inquiry to the fraud department. They said since the XXXX department had already investigated, that I had to write a letter, sign it and fax it to the Chase XXXX department, which i did that day ( XXXX XXXX, 2025 ). 

I received a response and was told a dispute would be opened. I then received another follow up that they weren't sure it was a dispute and sent my claim back over to the fraud department. I then requested that my claim not be sent back to the fraud dept. and to please handle as a dispute since most likely XXXX of the cab drivers we took that day overcharged us. 

They then responded saying XXXX. ) too much time had lapsed for them to open a dispute for the charge ( which is their fault for taking so long with the fraud investigation and many appeals before even mentioning disputes were another dept entirely ) and XXXX. ) I needed to provide documentation confirming the amount I should have been charged. 

At this point, I don't feel like I have any additional recourse to get my money back from chase other than filing this complaint with the CFPB and potentially taking legal action as they are now attempting to collect payments, interest, etc. against a charge I did not make. 

I appreciate your help resolving this matter as quickly as possible as what we have gone through since our claim was rejected by the fraud department and subsequent discussions have unfortunately been quite traumatic and stressful for me and my entire family.

Company response to consumer: Closed with explanation