Consumer complaint received 2024-03-31 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: KY

Complaint narrative:
Around late XXXX early XX/XX/XXXX, Chase contacted me about fraudulent charges on my Amazon XXXX XXXX . They sent me a new card with a different number and said they would look into the matter. Some weeks later, they contacted me again and said the fraudulent charges were actually valid, and that I would be responsible for paying them. I looked at my statement and found several charges between XXXX XXXX and XXXX XXXX that I did not make ; the charges were particularly suspicious because there was, for example, one day with 4-5 charges at different XXXX locations in the XXXX area , all for over {$100.00}. 

I called Chase back and they said they would refund me for the charges, but in a later statement I saw I was recharged. I eventually opened an investigation with them. They told me that in XXXX XXXX, someone had requested another copy of my credit card and Chase had mailed it out. I never requested a new credit card, so I knew the charges must've been fraudulent. Over the next several months Chase went back and forth between refunding me and recharging me for the fraudulent charges, and so the charges are spread out over different statements. But I believe there were around 13 fraudulent charges, and that they were between the days of XXXX XX/XX/XXXX. 

In XXXX or XXXX of XXXX, Chase told me to contact the merchants on my statements, so over a period of a couple of weeks I worked to get in contact with every merchant that had a fraudulent charge. Some merchants were more helpful than others. XXXX sent me a receipt for the transaction that included the purchase of a {$100.00} gift card, so I knew that had to be fraudulent. One merchant was a men 's fashion and accessories store. 

There were two purchases in that time that I believed I had made, at XXXX XXXX and at XXXX, and I told Chase this. Chase told me the charges I claimed were fraudulent were made with the copied card, but so were the XXXX XXXX and XXXX purchases, which I had said were valid -- as a consequence Chase concluded all the charges with that card must have been valid and closed the case. I reopened the case and they asked me to send them documentation about the XXXX XXXX and XXXX  charges. I sent a copy of my husband 's bank statement showing he had made the purchase at XXXX XXXX, and I had not used the Chase card there. I also said in an email to Chase that the XXXX on my statement was in another part of XXXX far from my residence, so I could not have made that purchase, especially since there was another XXXX  around the block from my residence. 

Chase still closed the case, saying those two transactions, XXXX XXXX and XXXX, were valid, concluding the other transactions must have been valid, too. They closed the case the same day I sent them the email with the documentation. I asked them to open the case again and they closed it again within a few weeks. 

I think the fraudulent charges totaled around {$1500.00}. 

I have attached the two letters Chase sent me, the text from an email I sent them, and the receipt XXXX sent me. I did not think I should attach any bank or credit card statements, but if they are requested then I can provide them.

Company response to consumer: Closed with explanation