Consumer complaint received 2024-12-20 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: TX

Complaint narrative:
On XX/XX/year>, I received email notifications from a vendor, " XXXX XXXX' that an account was made with my email. Immediately following that account creation, my Chase Southwest credit card was used to make separate purchases for tickets, one for {$580.00} and one for {$420.00}. Immediately upon seeing this charges, I called Chase 's Fraud helpline to let them know it was not me using the card, and request my card number be closed/new credit card issued. I was told NOT to open any of the emails. Chase removed the charges and sent me a new credit card. For the avoidance of doubt, I have never done business of any kind with " XXXX '' at any point. 

On XX/XX/year>, I received a notification from Chase that the investigation was " complete '' and the charges were reinstated because I " received benefit '' from the transaction. I immediately called the Chase Fraud Department to have this decision overturned as these charges were not made by me. I was also told to contact the vendor to dispute, which I asserted should be the job of my Fraud Protection team. Chase agreed to re-open the review and provide an updated response within 4 business days. I was told to call back after 4 business days to be updated if I had not heard from them. 

On XX/XX/XXXX, I called Chase again to inquire about the status of removing the charges. This time, I was told that the decision would stand because there was no " supportive documentation '' from me of the fraud. I was never previously requested to submit any sort of documentation, and I do not know what documentation would be helpful as I have never had any contact with the vendor ( despite my email / credit card being used fraudulently for the two transactions ). I was again told that the case would be re-opened. I requested to speak with a Fraud Analyst and provided by number. Minutes after the call, I missed a call from Chase 's generic number. No voicemail was left. I called back and got a generic menu, so I called the Fraud Department directly to see if someone had tried to reach me. I was told that the Analyst was not available to speak and someone would contact me in the next 4 business days. I never received a follow-up call. 

On XX/XX/XXXX, I once again called Chase and received the same message : the decision would stand because they had no documentation of fraud. I asked why I had not been contacted by Chase and they said that a Fraud Analyst tried to reach me and " reached my voicemail ''. Again, no missed calls after XX/XX/XXXX and no voicemails. I was told once again that this case would be " escalated '' and re-opened for evaluation. 

I have continued to request the removal of these charges and continue to receive NO follow up from Chase regarding their Fraud investigation. Since the initial XX/XX/XXXX letter informing me of the re-instatement of the charges, I have received no correspondence from Chase. I am demanding the total of the two charges, {$1000.00}, be removed from my account immediately.

Company response to consumer: Closed with explanation