Consumer complaint received 2026-03-26 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:
Regulation Z Billing Error Investigation Failure ( Accounts XXXX & XXXX ) Submitted by XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX RE : Accounts ending in XXXX and XXXX This complaint concerns accounts ending in XXXX and XXXX, for which the full balances are subject to a written billing error dispute submitted under Regulation Z. The entire balances on these accounts are disputed ; however, JPMorgan Chase Bank , N.A . continues to treat the matter as ordinary account activity rather than a pending billing error investigation. Since submission of the billing error notice, the Bank has issued repeated daily communications and form letters that do not address the specific billing error claims, provide no transaction-level findings, and do not describe any investigative methodology. These communications acknowledge receipt but do not reflect a substantive review of the dispute. The Bank has not provided any documentation demonstrating that a reasonable investigation has been conducted. No transaction-level analysis, evidentiary support, or explanation of investigative steps has been produced. Instead, the Bank has relied on generalized and repetitive responses that do not engage with the billing error claims as submitted. At the same time, the Bank continues to treat the balances on accounts ending in XXXX and XXXX as due despite the existence of a pending billing error dispute. This is inconsistent with the protections afforded during a Regulation Z investigation and raises concern that the matter is being handled outside the requirements of 12 C.F.R. 1026.13. The pattern of daily non-substantive communications, combined with the absence of any documented investigative output, raises concerns regarding compliance with federal law, the integrity of the Banks investigative process, and the ability to independently verify whether any reasonable investigation has occurred. At present, the record reflects repeated conclusions without supporting evidence, and no information has been provided that would allow independent verification that a Regulation Zcompliant investigation was conducted. This matter can not be considered resolved or closed on the current record. Any attempt to treat the balances as due or to close this matter without producing a documented investigative file and transaction-level findings would leave unresolved whether the Bank has satisfied its obligations under federal law and complied with 12 C.F.R. 1026.13. This also raises concern as to whether similar billing error disputes are being handled under a non-compliant investigative framework. I request that the Bank conduct and document a Regulation Zcompliant investigation of the full disputed balances and provide transaction-level findings sufficient to demonstrate compliance with 12 C.F.R. 1026.13.

Company response to consumer: Closed with explanation