Consumer complaint received 2026-01-06 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: FL

Complaint narrative:
I am filing this complaint against Chase Bank USA, N.A. for repeated improper handling and denial of valid credit card disputes, despite clear evidence of services not rendered, charges exceeding written contracts, merchant misrepresentation, and compromised card security.

Across multiple disputes, Chase relied almost entirely on merchant assertions and policy language while failing to properly evaluate facts, documentation, and my rights under the Fair Credit Billing Act ( FCBA ). This reflects a pattern of inadequate dispute investigation rather than isolated errors. 

Dispute # XXXX XXXX XXXX XXXX XXXX ( Booked via XXXX ) XXXX booked a three-night stay at XXXX XXXX XXXX XXXX through Priceline based on the listing stating that the hotel was dog-friendly. When I arrived with my dog, I was denied service at check-in and told the property does not allow dogs and that I could not stay. 

Because I was denied lodging upon arrival due to incorrect information in the booking listing, I was forced to immediately secure alternate accommodations. A charge for a nearby hotel for the same dates appears on my account, demonstrating that I did not receive the services paid for at XXXX XXXX. 

Despite this being a clear case of services not rendered / services not as described, Chase denied the dispute. 


Dispute # XXXX XXXX XXXX ( Booked via XXXX ) I mistakenly booked a XXXX XXXX reservation for XX/XX/year> instead of XXXX. When I arrived at the hotel on the correct date, front desk staff acknowledged the error, rebooked me for the correct night, and canceled the original reservation, explicitly advising that XXXX would process the refund because the booking was made through a third party. 

I never checked in, stayed, or used the XX/XX/year> reservation and was not present at the property on those dates. Despite this, XXXX later claimed the reservation was non-refundable and incorrectly reported the service as used. 

Chase denied my dispute based solely on Pricelines no cancellation policy, ignoring that : The hotel canceled the reservation No services were rendered The charge was based on inaccurate merchant reporting This dispute is not about cancellation preference but services not rendered due to merchant misrepresentation. 


Dispute # XXXX XXXX XXXX XXXX XXXX ( XX/XX/year> ) I signed a written contract with XXXX XXXX XXXX XXXX that capped the total cost between {$2600.00} {$2900.00}. Despite this, the merchant charged me {$4700.00} far exceeding the agreed amount. 

After loading my belongings, the movers demanded additional charges that were not disclosed or authorized in the contract ( including alleged travel and fuel fees ) and refused to release my personal property until payment was made, placing me under duress. 

During this ordeal, the movers took photographs of the front and back of my credit cards, causing immediate concern for fraud. I was forced to contact Chase while the situation was actively occurring, and Chase determined my card was compromised and issued a replacement card immediately. 

Despite the signed contract clearly capping charges and evidence of coercion and compromised card security, Chase denied the dispute, stating that I provided partial documentation, even though the signed contract is the controlling document. 


Why this is a problem Chase failed to properly apply the Fair Credit Billing Act and dispute-resolution requirements by : Treating denied or unused services as valid charges Upholding charges that exceeded written contractual authorization Accepting merchant misrepresentation without verification Ignoring evidence of coercion and compromised card security Requiring unnecessary third-party resolution while denying disputes This reflects a pattern of improper dispute handling, not isolated mistakes.

Company response to consumer: Closed with explanation