Consumer complaint received 2026-02-12 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: AR

Complaint narrative:
Nature of Complaint This complaint does not concern a simple merchant disagreement. 
It concerns the creditors failure to conduct a compliant billing-error investigation required by the Fair Credit Billing Act ( FCBA ) and Regulation Z ( 12 C.F.R. 1026.13 ). 

I provided timely written notice identifying a defined universe of disputed credit card transactions across four accounts. My notice asserted unauthorized transactions, merchant misrepresentation, and descriptor concealment. The creditor nevertheless coded the disputes as I cancelled the purchase, and applied a cancellation investigation framework rather than an unauthorized-transaction investigation. 

Because the disputes were misclassified at intake, the creditor evaluated the wrong legal question. The responses repeatedly addressed whether services were received, whether the merchant was willing to credit, or whether too much time had passed, rather than investigating the billing errors actually asserted. 

-- - Failure to Open and Investigate the Noticed Transactions After receiving timely written notice, the creditor did not open or investigate the majority of the transactions identified. Only a portion of the properly noticed transactions were processed, and many disputes were opened only after the 30-day acknowledgment period had already expired. 

Regulation Z requires a reasonable investigation responsive to the billing error asserted. Selective intake or partial investigation does not satisfy that requirement when the consumer has clearly identified the transaction universe. 

-- - Non-Individualized Review Large groups of determinations were issued using identical reasoning and template language across different merchants and time periods. The determinations do not include transaction-specific analysis or merchant-specific investigative findings. I requested investigative documentation, but no transaction-level investigative notes or evidence demonstrating individualized review were provided. 

This indicates the creditor generated determinations using a standardized process rather than conducting a reasonable investigation of each billing error. 

-- - Rebilling During Active Investigation While the disputes and review were active, the creditor rebilled substantial disputed balances and resumed treating those amounts as collectible. Regulation Z 1026.13 ( d ) prohibits treating disputed amounts as undisputed while the billing-error investigation is pending. Reintroducing balances during the investigation increased interest, credit reporting risk, and financial pressure. 

-- - Account Closures During Protected Activity All accounts were closed while disputes remained pending and unresolved. Closure during protected billing-error activity materially interferes with the statutory investigation protections and raises supervisory concerns because adverse action occurred while the investigation obligations remained active.

-- - Ongoing Harm Harm remains ongoing. Disputed balances, interest accrual, and account instability continue to affect my creditworthiness and financial access because a compliant investigation has not yet been performed.

-- - Requested Resolution I am not requesting a discretionary goodwill adjustment. I am requesting restoration of the statutory protections required by Regulation Z. I respectfully request the Bureau require the creditor to : 1. Conduct a transaction-level reasonable investigation for all properly noticed transactions.

2. Suspend collection activity and remove rebilled disputed balances pending completion of a complian
t investigation.

3. Restore any provisional credits removed prior to completion of the investigation.

4. Reverse interest and fees assessed on disputed amounts during the protected investigation period.

5. Correct any credit reporting associated with the disputed balances.

6. Provide written documentation identifying the investigative steps taken and the evidence relied upon for each determination. 

The issue presented is whether the creditor complied with the billing-error investigation requirements of the FCBA and Regulation Z, not whether a particular merchant chose to issue a refund.

Company response to consumer: Closed with explanation