Consumer complaint received 2025-10-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
Merchant : Individual provider ( sales coaching ) merchant : XXXX XXXX Payment processor involved : XXXX ( processor, not merchant ) What happened I am filing this complaint because Chase declined to meaningfully assist with several payments from my personal checking account to an individual service provider whose services were misrepresented and not delivered as described. The payments were routed via XXXX, which functioned as a payment processor, not the merchant. What I paid for was promoted as structured, measurable performance coaching. What I received, however, lacked the basic elements of a legitimate service : no written XXXX, no assessment, no performance metrics, no session logs, and only one invoice despite multiple payments. I have contemporaneous emails showing repeated requests for deliverables and refund demands to the provider. 

I am a person with a XXXX. My condition and treatment caused cognitive and functional limitations that impeded my ability to promptly detect and contest the merchants misrepresentations. When I understood the scope of the issue, I requested reasonable assistance/accommodations from Chase to help me access dispute avenues ( clear written communications, continuity of handling, and assistance in obtaining merchant documentation ). Chase representatives declined to assist, stating that because the transactions were more than six months old, they could not review them.

I understand that Regulation E ( 12 C.F.R. Part 1005 ) requires error-resolution for unauthorized electronic fund transfers ( EFTs ) when reported within 60 days of the statement on which the error appears. I also understand that disputes about the quality of goods/services are not mandated by Reg E if the transfers were consumer-authorized. However, issuers and banks may exercise discretion and can request merchant evidence ( e.g., contract/SOW, deliverables, logs, invoices ) or extend good-will credits when circumstances warrantespecially where disability-related limitations affected a consumers ability to recognize and report problems timely. I asked Chase to ( 1 ) treat the individual seller as merchant of record ( XXXX is only the processor ), ( 2 ) request proof of service from the merchant, and ( 3 ) provide reasonable accommodations in the dispute process. Chase declined and closed the matter without a substantive review.

Why this is a problem Chase relied on an internal age-based policy to decline assistance rather than considering the substance of the misrepresentation and the absence of deliverables, and despite my disclosure of disability-related limitations that affected timing and access. 

The bank appears to have treated XXXX as the merchant, although XXXX acted as a payment processor ; the merchant of record is the individual provider who received funds and should be asked for proof of service. 

I requested reasonable modifications to Chases processes ( clear written channel, continuity of handler, help soliciting merchant documentation ) so I could equally access dispute resolution, and I did not receive meaningful accommodation.

Company response to consumer: Closed with explanation