Consumer complaint received 2026-01-13 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: WA

Complaint narrative:
Subject : Chase Improperly Denied My Dispute Failure to Investigate and Unprofessional Conduct by Claims Representative What happened : I am filing this complaint because Chase denied my dispute regarding an Insignia 85 '' Class F50 Series LED 4K UHD Smart Fire TV ( Order XXXX ), picked up at XXXX XXXX in XXXX, XXXX  on XX/XX/XXXX. After more than a month, Chase denied my claim and stated that I was at fault because I loaded the TV sideways. This explanation is not supported by any evidence and is not a valid basis for denying a billing dispute under Regulation Z. 
The Chase representative who handled my case was unprofessional and dismissive. She did not review my evidence, did not request documentation from XXXX XXXX beyond their denial, and did not provide any proof that the TV was delivered in proper condition. Instead, she blamed me without conducting a reasonable investigation. 
Timeline : - Product : Insignia 85 '' F50 Series TV - Order number : XXXX - Pickup location : XXXX XXXX XXXX, XXXX  - Pickup date : XX/XX/XXXX - Date I filed the dispute with Chase : XX/XX/XXXX - XXXX Chase denied the dispute : XX/XX/XXXX - Reason Chase gave : You loaded the TV sideways, so you are at fault, and XXXX XXXX declined the dispute. 
Why Chases decision is improper : - Chase did not conduct an independent investigation as required by Regulation Z. 
- Chase relied solely on the merchants denial. 
- Chase did not request or verify the TVs serial number, pickup logs, or condition at pickup. 
XXXX Chase did not provide any evidence supporting the claim that I loaded the TV sideways. 
XXXX Chase did not provide the merchants documentation or proof of proper delivery. 
- Chase did not address the evidence I submitted. 
- The representative was unprofessional and blamed me without factual basis. 
- The denial was based on speculation rather than verified facts. 
What I am requesting : I am requesting that the CFPB require Chase to : - Reopen and reinvestigate my dispute at a supervisor or compliance level. 
- Provide a written explanation of the evidence used to deny my claim. 
- Provide the merchants full response and documentation. 
- Verify serial numbers, pickup logs, and product condition at pickup. 
- Remove the representatives unsupported claim that I loaded the TV sideways. 
- Issue a provisional credit while reinvestigation is conducted ( if applicable ). 
- Ensure compliance with Regulation Z for billing error disputes. 
Impact on me : Chases failure to properly investigate has caused financial harm by forcing me to pay for a product that was not delivered as agreed. The representatives unprofessional conduct and baseless accusations added unnecessary stress and frustration. I attempted to resolve this with Chase, but they refused to conduct a proper review and closed the case based solely on the merchants denial and an unsupported claim about how I transported the TV. 
Desired resolution : A full reinvestigation, reversal of the denial, and a credit for the disputed amount.

Company response to consumer: Closed with explanation