I have not had this happen with Chase, but I did have 2 fraud issues with BoA that got resolved. The first was mostly hassle free (2 phone calls), and the second was basically automatic.
The first was a charge that MAY have been fraudulent, but I wasn't 100% sure. It was a charge for a vendor that I visited in January 2020, but a charge came through in August 2020 for that vendor. It was $12. I called the fraud department, told them it MIGHT be legitimate or it MIGHT be fraud, and that I couldn't fathom why it was about 8 months behind if it was legitimate. I also informed them I wasn't sure if I used cash or a card, and if I used a card, I don't know which I used. Anyway, I caught it pending, and they made me wait until it posted before calling again to see if there was any additional information attached to the charge. After it posted, we couldn't determine it was from January, and they only asked if I used that vendor in August, and I said no, so they credited me the $12 and kept the card open. This was on my BoA PR card.
The second was a few months ago on my BoA CR card. I randomly got a fraud text message about a $600+ charge at some online company in India. I wasn't sure if the text was real, so I logged into my BoA account, and the card was locked and it asked about that charge. It had me confirm online what charge was fraudulent and what my most recent legitimate charge was. After answering those questions, it automatically closed the card and sent me a new one. I would have caught the charge in my daily checks, but their system caught it before I looked. No hassles on that one.
Being that the charge is so low in your case, I'm surprised they are fighting it so hard. My first BoA fraud was fuzzy if it was actual fraud, and they still credited it to me. I haven't had a fraud issue yet with Chase, so I hope it is smoother than this if I ever do.
That stinks and I'm surprised they aren't making this right.
That being said I believe federal law limits your liability to $50 in case of unauthorized charges which this is under.
You can try emailing the CEO or posting the issue on Twitter, sometimes those teams do more than the general customer service number.
If none of that works, I personally would pay it as it's under $50 and not worth the credit hit or potential judgement, though I doubt they would go that far for such a small amount.
Contact the CFPB
@Anonymous wrote:I’m done being angry at Chase. I already closed all of my remaining Chase accounts after their first letter, and now I just want this to be over—BUT, I am still having a hard time bringing myself to pay for this fraudulent charge. Has anyone else gone through something like this, and do you have any advice for next steps (even if those next steps are “give up and pay”)? I really want to be able to continue trusting credit cards as a “safe” payment method, but this is making it difficult.Thanks for reading!
Yes, this is tough! Have you considered filing a police report? If Chase is making you pay, you are then the victim of the fraud, and if you have the footage of the (mis)use, that could be used. On the other hand, "give up and pay" for $25 is also attractive, if you don't want to waste more of your time, and you have already severed the relationship.
It sounds as if Chase believes the use of the chip ends all discussion, which is strange. In the UK, people had the same experience with chip&pin transactions ("if the correct PIN was entered, it was either you or someone authorized by you, or you had carelessly let the PIN be discovered, such as by writing it next to the card" type of thing) and were unable to get believed, until some flaws were identified. Your explanation of theft of the physical card makes much more sense than that!
@TSlop Yeah, my experience with issues like this in the past has always been positive, and I think I developed a bit of a false sense of security, believing that it would always be handled the same in the future. I'm just glad it was for such a small amount.
I do think Chase is one of the better CC companies overall for customer service based on my past experiences with Chase, Wells Fargo, Capital One, and American Express. And I don't expect most people would get as unlucky as I did here. But just for me personally, I don't see how I could feel OK about keeping any Chase accounts active after going through this, whatever the reasons were.
@longtimelurker RE: police report—I haven't done this, and in the past I never felt it was necessary either, because the CC dispute process was so streamlined and seemingly weighted in my favor. I appreciate the reminder, because that might be exactly what they need to be able to verify that I'm taking it seriously and checking off all the boxes. I'd hate to waste LE time over such a trivial amount, but a crime is a crime.
I did call the fraud team back and they offered to reopen the dispute again, which I was not expecting. They didn't seem very interested in the photos last time even though I mentioned that I had them, but this time the person I spoke with requested them, and I sent them over. We'll see how it goes.
Thanks to everyone for the replies!
If it's not resolved in your favor this time, make sure you file a complaint with the Consumer Financial Protection Bureau, CFPB. I bet Chase will change their tune once you do.
I'd recommend filing a complaint with the CFPB now. It won't take you more than 10-15 minutes on line, and Chase will receive it through their portal within 24 hours and be required to respond to them within 15 days (or give reason why they need an extension if they need more time). The added scrutiny of having to respond to you through a federal regulator vs just making you go away satisfied over such a small amount will weigh into their decision regarding this latest investigation they're reopening.
I've had a few claims over two decades of credit card use. I've never had isssues with anyone other than Amex, which oddly everyone says is the best. BofA and either Capital One or Citi (thinking back nearly two decades on closed accounts) I never had an issue with them.
the Amex claim was similar to yours that it was so glaringly obvious to me but they just flat out refused to do anything. I almost CFPB'ed them over it but decided not to burn that relationship, but I'm still annoyed.