Consumer complaint received 2025-07-23 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:
Since beginning in XX/XX/XXXX I have had ongoing claims with Chase Bank ( Chase ) due to numerous fraudulent charges being charged to my Chase debit card using XXXX XXXX XXXX ( XXXX  ), all of which I have disputed. 

It is necessary to know that many issues here exist because Chase refuses to understand that XXXX and XXXX XXXX XXXX ( XXXX ) are two entirely different entities. All the transactions made on XXXX XXXX XXXX ( XXXX ) are fraudulent, and Chase has done nothing to stop them. All of the transactions made on XXXX were made by me, legitimate, and should not be disputed. Chase has no right to interfere in any way with my personal XXXX account, but they have. 

Since Chase has been unable to stop the fraudulent charges their solution has been to issue a new credit card. I now have four different Chase cards with four different numbers. Each time fraudsters got the new number and resumed the fraudulent activities.. 

At one point Chase began issuing reversals to reimburse me for the charges ; but stated that the use of the reimbursed funds are temporary while they continue their investigation and if it is determined that the transactions are correct I would have to return the money to Chase. They have reversed the reversals numerous times and withdrawn money they had deposited from my account stating the transactions were approved by me. For several weeks it was such that when a new fraudulent charge occurred Chase would automatically issue a reversal. Then, Chase stopped issuing reversals. There was no difference from those they allowed and those they denied. 

On XX/XX/XXXX rep XXXX ( XXXX XXXX? ) stated that Chase has a letter from XXXX? XXXX XXXX? ( XXXX  ) proving I had approved these transactions. I asked her to send the letter to me. She said she would do so. Subsequently, I also asked Chase for this letter in writing. Chase has never provided me the letter. 

During XX/XX/XXXX the fraudulent charges ceased. Then on XX/XX/XXXX the charges resumed, and since XX/XX/XXXX nineteen fraudulent charges were made on my card, again using XXXX XXXX XXXX ( XXXX ). 

All the above not withstanding, my current complaint is that about a week ago when accessing my XXXX account I found an ( undated ) notice that the account was " Locked '' on hold. Chase had identified ten transactions and conveyed to XXXX it was disputing these and withdrawing payment for them. Now, XXXX is asking me to pay for these items for which I have already paid, and my account will remain locked until these are paid. These transactions were made lawfully by me and should have never been disputed by Chase. What right does Chase have to encroach upon my personal XXXX account and to dispute transactions that I legitimately made and take MY money from XXXX? I consider that theft! 

This experience has caused me a great deal of agony, stress and anxiety. And at XXXX XXXX XXXX, it has taken a toll on my well being. I estimate I have spent well over 60 hours on this matter. I have had to continually, monitor and repeatedly audit my accounts. In the attempt to have Chase understand that I have nothing to do with XXXX XXXX XXXX ( XXXX ) I have, at intervals, spoken with at least five Chase Claims Department reps ( I have names and dates ). I would have to start over with this lengthy explanation of the entire matter each time. I have written two certified-mail letters to Chase. Their only response was that the purchases were approved by me. I have had to change auto-pay information on my numerous personal and household accounts four times as a result of their issuing new cards. I have made three contacts with XXXX with one response that went nowhere. Now this has escalated so that my personal XXXX account is impacted which is now closed to my use, and possibly in jeopardy of its forfeiture. I have withdrawn ALL the funds from my Chase checking and savings accounts and moved them elsewhere. 

Chase Customer Claims Department reps have lied to me, been rude, deceptive, misleading, vague and evasive. They have hung the phone up on me two times ( XXXX XX/XX/XXXX ). They take money out and put into my account without any explanation, causing confusion - often dates of transactions of various types are left missing, also making it difficult to follow. 

As to where this matter now stands, I honestly do not know. My last discussion was on XX/XX/XXXX with their " supervisor rep named XXXX. I had to ask for a supervisor since I could tell from speaking with rep XXXX that she was not grasping the weight of the matter, something I had done more than once before. On her introduction to me I had to repeatedly yell LOUDLY at XXXX to get her to stop talking so I could ask her to repeat her name as I didn't at first understand her. Then she proceeded to literally bully me with a barrage of talking that I could not keep up with. I once asked her to slow down and repeat what she had said. She didn't. With her accent, speaking loudly and so fast I simply could not understand her. I kept trying to speak but she would not stop talking. She had no interest in what I had to say. I was being bullied! All I finally got out of her was that " you will get a letter within six days ''. So, as of this writing, that's where it stands. I have spent scores of hours dealing with this, lost money and my XXXX account is locked and in jeopardy while I wait six days for a letter from chase - having no idea what that letter will say. This is the way its been for nine months working on a dispute with Chase Bank. Their abuse continues. 

Original Claim Number : XXXX ( although there are numerous other claim numbers ).

Company response to consumer: Closed with explanation