Consumer complaint received 2025-09-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
Complaint Against Chase Bank XXXX XXXX XXXX  ) Subject : Improper ACH Reversal Without Merchant Notification or Justification Details : I am filing this complaint against Chase Bank, the financial institution of the customer, XXXX XXXX XXXX, regarding a transaction totaling {$18000.00} that was improperly reversed after being verified and cleared. 

On XX/XX/year>, XXXX XXXX processed payment through XXXX XXXX for an invoice issued by my company. 
The funds were deposited into our XXXX  XXXX XXXX account on XX/XX/year>, after a verification process confirmed the transaction was legitimate and risk-free. 
We shipped the goods, and XXXX XXXX received them on XX/XX/year>, even sending video confirmation of delivery. 
On XX/XX/year>, Chase reversed the transaction without notifying us or allowing us to submit documentation to challenge the dispute. 
The only justification provided was a single document referencing our business formation ( XXXX, XXXX name, website URL ), which is not relevant to the legitimacy of the transaction. 
Additional Context : The transaction was initially flagged as fraudulent on our website, which is common for large online purchases. XXXX XXXX contacted us directly, and I personally informed himboth verbally and in writingthat his bank had rejected the payment. 


I advised him that for a transaction of this size, he would need to contact his bank to approve the payment. He confirmed he had done so and later returned to proceed with the purchase. 


We invoiced him through XXXX to ensure proper documentation and verification. After several days, XXXX confirmed the transaction was risk-free. 


Despite this, the funds were reversed 45 days after delivery, and Chase provided only a single document referencing our business formation ( XXXX, XXXX name, website URL ) as justification. This was not a valid basis for denying the return of funds, especially given our extensive documentation of customer intent, approval, and delivery. 


I visited a local XXXX  XXXX XXXX XXXX and spoke with executive management. They reviewed the documentation and advised me to file an Unauthorized ACH Debit form. Despite multiple submissions and confirmations that the transaction was legitimate, the same single document was used to deny the reversal. XXXX  XXXX XXXX stated they disagreed with the outcome but could not intervene further. 



Impact : This situation is highly irregular. In over a decade of business and hundreds of monthly transactions, I have never experienced a reversal like this. The lack of transparency and investigation into the details provided has left my small business paralyzed over XXXX large transaction which Chase is responsible for returning. 

This reversal occurred after delivery, and XXXX XXXX retained both the goods and the refunded funds & not to mention sent me a video of his delivery of XXXX large pallets with high cost-high value merchandise. Chase failed to follow proper dispute procedures and did not provide the merchant a fair opportunity to respond. This has resulted in a complete financial loss for my business.

Resolution Requested : Full reimbursement of the reversed funds Explanation of how the dispute was processed without merchant input Review of Chases ACH dispute procedures to ensure fair treatment of merchants Case Number Reference : XXXX

Company response to consumer: Closed with explanation