Consumer complaint received 2025-02-08 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: MO

Complaint narrative:
I am filing a complaint against Chase for failing to properly investigate a dispute regarding a fraudulent purchase from XXXX, the merchant. Despite providing evidence of false advertising, lack of merchant response, and misleading status updates on my dispute, Chase has refused to assist in resolving the issue. 

Background of the Dispute Date of Purchase : XX/XX/XXXX Amount : {$1900.00} Dispute Opened : XX/XX/XXXX - Issue : XXXX advertised their product as capable of mining XXXX and XXXX cryptocurrency, which was later proven false. After expert technical evaluation, the three devices I received were found to be inherently incapable of performing these functions. 
- Merchant 's Response : XXXX refused to engage with affected customers. They removed users from XXXX and XXXX channels who questioned the products functionality, effectively cutting off all communication. 
Chases Mishandling of the Dispute First Rejection ( XX/XX/XXXX ) : Chase rejected my dispute, stating that too much time had passed and that the merchant was unwilling to issue a refund. 
Chase also claimed that no communication attempts between myself and the merchant were found. 

Follow-Up and Additional Documentation ( XX/XX/XXXX ) : - I spoke with a Chase dispute department representative who informed me that more documentation was needed to show communication between myself and the merchant. 
I explained that the merchant deleted my access to their communication channels after I raised concerns. 
- Chase requested additional documentation from XX/XX/XXXX to XX/XX/XXXX, which I uploaded to their dispute system as instructed. 

Second Rejection ( XX/XX/XXXX ) : - I received a call from Chase stating my dispute was again denied due to " insufficient information. '' - When I escalated the call, a representative named XXXX confirmed they did not see the additional documentation I had uploaded but still refused to reconsider the case. 

Final Rejection and Misleading Information ( XX/XX/XXXX ) : - Chase officially closed my dispute and denied further review, stating they had made a final decision. 
- However, Chases website and mobile app falsely indicated the dispute was still under merchant review. 
- When I contacted Chase to clarify, a supervisor named XXXX confirmed that my dispute was actually closed, contradicting the online information. 
- This misleading information prevented me from escalating my dispute in a timely manner, which has further harmed me financially. 

Financial Harm and Interest Request - Because Chase has wrongfully denied my dispute and failed to provide accurate information about my case status, I have been forced to pay interest on the disputed amount while being denied access to my funds. I request that : - Chase reimburse me for all interest charged on this disputed amount since the time of purchase. 
- Chase pay me additional interest for holding my funds and failing to resolve the issue in a timely manner. 

Why This Warrants CFPB Investigation - Failure to Conduct a Proper Investigation : Chase disregarded critical evidence, including technical proof that the product did not function as advertised and documentation of my communication attempts. 
- Misleading Information : Chases website and app inaccurately stated that the dispute was still under merchant review when it had already been closed. This prevented me from escalating the issue in a timely manner. 
- Unfair Consumer Practices : Chases refusal to investigate the merchants false advertising and its failure to acknowledge its own misleading information resulted in financial harm. 
- Financial Impact : Chase has forced me to pay interest on an invalid charge, adding to the financial damage caused by this situation. 

Requested Resolution - Reopen the dispute and properly review all submitted documentation. 
- Hold Chase accountable for providing misleading dispute status updates. 
- Require Chase to conduct a full and fair investigation of the merchants fraudulent practices. 
- Compensate me for all interest charged on the disputed amount and pay additional interest for holding my funds unfairly. 

I am seeking the CFPBs intervention to ensure that Chase follows proper dispute resolution procedures and does not continue misleading consumers with inaccurate status reporting. Additionally, I am requesting that just as XXXX XXXX XXXX XXXX have, that Chase also do their due diligence and I'm confident that they will arrive at the same resolution which is to close the dispute in my favor and credit me back for the full amount of the charged amount.

Company response to consumer: Closed with explanation