Consumer complaint received 2025-12-09 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: PA

Complaint narrative:
In XX/XX/XXXX, I used my Chase business credit card ( last XXXX : [ XXXX ] ) to pay a merchant called XXXX  XXXX XXXX XXXX XXXX XXXX ) for an e-commerce automation service package. The key transactions on XX/XX/XXXX were for {$3000.00} and {$5900.00}, processed through the merchants payment gateway.

After working with the merchant, I concluded that they did not provide the contracted services and I disputed the charges with Chase. Over the next several months in XXXX, I provided Chase with extensive documentation, including the written service agreement and evidence that the merchant failed to perform core obligations ( such as order management, fulfillment, and customer service ). Chase opened multiple disputes under reference numbers including XXXX, XXXX, XXXX, and XXXX. 

During the dispute process, I saw credits appear on my Chase business credit card account that seemed to correspond to these charges. However, those credits were later reversed. The net result is that I ultimately did not receive a lasting refund for the purchase. My account statements now reflect that I was recharged for the full disputed amounts and received no permanent credit for either the {$3000.00} or the {$5900.00} transaction. 

More recently, the merchant shared with me a screenshot from its payment processor that lists both XX/XX/XXXX transactions and the outcomes of the chargebacks. In that processor record, the {$3000.00} transaction is marked as Won and the {$5900.00} transaction is marked as Loss for the merchant. My understanding is that when the merchants processor shows results of Won and Loss on the merchant side, it means the merchant lost those chargebacks and that funds for both transactions should have been permanently returned to my cardholder account. 

This is inconsistent with what actually happened on my Chase account. Although I briefly saw credits during the dispute process, they were removed, and I ended up with no refund for the entire purchase. My current Chase business credit card history does not show any final credits offsetting the {$3000.00} and {$5900.00} charges. 

Since my dispute, I have also learned that other customers reported similar experiences with XXXX  XXXX XXXX and related entities. There are multiple public complaints online describing the same pattern of large upfront charges, minimal or no delivery of the promised services, and refusal to issue refunds. My understanding is that XXXX XXXX XXXX  is no longer operating as an active business. I mention this to highlight that my case does not appear to be an isolated incident, and that Chase may be handling disputes from other cardholders involving the same merchant. 

Because the disputed amounts were never permanently refunded, my outstanding balance on the Chase business card remained significantly higher than it would have been if the credits had stayed. This contributed to financial strain on my business, and I was eventually unable to keep up with the payments on this card. As a result, the account was closed and my business credit has been negatively affected. If the disputed amounts had remained credited to my account as the merchants processor record suggests, I believe I would have been in a better position to manage the remaining balance and avoid the account closure. 

I am submitting this complaint so that the CFPB can request that Chase : Investigate and explain why the merchants processor records show the {$3000.00} and {$5900.00} chargebacks as losses for the merchant while no permanent credits exist on my account ; Determine whether the credits related to these disputes were reversed in error ; and If an error occurred, correct it by reissuing the appropriate credits for the full disputed amounts, adjusting any associated interest and fees, and reviewing any negative consequences to my account status or business credit that resulted from this situation.

Company response to consumer: Closed with explanation