Consumer complaint received 2026-03-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
On XX/XX/XXXX, I filed a XXXX chargeback claim for {$4800.00} across XXXX debit card transactions ( {$4100.00} on XX/XX/XXXX and {$650.00} on XX/XX/XXXX ) against a merchant in XXXX who sold me defective professional electronic equipment. The dispute falls under XXXX Reason Code XXXX Not As Described or Defective Merchandise/Services. The merchant 's website explicitly guarantees the products will not fail during live performances. Every product failed. I have video evidence. From XX/XX/XXXX through XX/XX/XXXX, I was in active, ongoing negotiations with the merchant to resolve the product failures. The merchant repeatedly promised fixes that were never delivered and became increasingly unresponsive, going silent for weeks and months at a time. I requested a refund in XX/XX/XXXX and was refused. The merchant offered store credit in XX/XX/XXXX, I accepted, and he never sent return instructions. The bank accepted my claim on XX/XX/XXXX, provisionally credited my account {$4800.00}, and held it for approximately XXXX days. On XX/XX/XXXX, I received a letter denying the claim, stating it was filed outside the allowable time window. The bank is removing the {$4800.00} from my account on or after XX/XX/XXXX. The merchant never submitted a representment. My evidence was never reviewed on its merits. I believe the bank applied the wrong time limit. Under the XXXX XXXX XXXX for Reason Code XXXX, the XXXX dispute window starts from the date the cardholder received the merchandise or became aware of the defect not the transaction processing date and can not exceed XXXX calendar days from the transaction date. I became aware the merchant would not resolve the issues in XX/XX/XXXX. My filing is within XXXX days of that date. Additionally, the XXXX XXXX XXXX provide that a dispute can be processed within XXXX calendar days of the date the issuer received the cardholder 's first notification, if there is evidence of previous ongoing negotiations between the cardholder and the merchant, and those negotiations occurred within XXXX days of the transaction date. Both conditions are met. I have XXXX months of documented email correspondence proving continuous negotiations with the merchant well within XXXX days of both transaction dates. On XX/XX/XXXX, I called the bank to discuss the denial. I spoke with a supervisor who refused to review the applicable XXXX rules, incorrectly told me the extended timeline only applies to transactions like cruises, was dismissive, and hung up on me while I was explaining the XXXX XXXX XXXX. I called back and spoke with additional supervisors. One submitted what she called a 'reassertment ' on my claim and then immediately hung up. Another confirmed they could not reopen the claim due to the timeframe. I am requesting that the bank reopen or refile this claim using the correct XXXX Reason Code XXXX time limits, review my evidence on its merits, and not remove the provisional credit while this complaint is under review

Company response to consumer: Closed with explanation