Consumer complaint received 2026-05-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
I made a transaction ( XXXX XXXX ) with XXXX ( {$54.00} ) in the XXXX department, using a partial payment on XX/XX/year>. I initially used the remaining funds on a XXXX gift card for {$9.00} and completed the transaction with my Chase debit card for {$44.00}. I went to the front of the store to make a different purchase and discovered I had another XXXX gift card in my wallet with enough funds to cover the XXXX XXXX purchase. I went back to the electronics department and told the rep that I wanted to use this newly discovered XXXX gift card to make the XXXX XXXX transaction in its entirety. I used this newly discovered XXXX gift card to make the transaction, and the first transaction was supposed to be voided. I went back to XXXX on XX/XX/year> to show them that the transaction still stood. I was assured they corrected the matter. XX/XX/year> I contacted XXXX, and they assured me the transaction had been corrected. The transaction still stood on both my XXXX gift card and debit card. I contacted Chase Bank to dispute the charge. A dispute was opened on XX/XX/year>. Chase asked that I provide a receipt of the transaction. I provided the receipt that showed I used a XXXX gift card to complete the transaction. On XX/XX/year>, I received a notice from Chase stating : " We have researched the transaction ( XXXX ) you reported on XX/XX/year>. Here 's what you should know We found that the transaction ( XXXX ) was processed according to the information you provided or was authorized. No adjustment will be made to your account at this time. Contact us if you would like to request the information we used for our research. I called Chase to complain. The rep I spoke with stated I didn't send in the receipt as requested. I told the rep that I did. The rep said the numbers don't match up with the transaction. I informed the rep that the receipt I sent in was proof of me using a different method to purchase the cell phone. The rep said this wouldn't suffice. This did not make sense to me, as the charge on my debit card was proof of purchase, so why would the original receipt be necessary to confirm a purchase that has already been confirmed with debit payment transaction information, and the receipt from the second transaction seems more prudent to use in an effort to dispute the first transaction. The rep really wasn't explaining the reasoning adequately in an effort to help me understand, and it was more of an " it is what it is '' explanation. This rationale left me upset, and I called the rep out of his name and concluded the call. I was able to track my original receipt down through the XXXX receipt tracker, and I uploaded it to Chase 's dispute center. My claim was denied again. I called in again to ask what the issue was, and I was informed that they didn't get the original receipt. I told the rep that I uploaded the receipt. The rep said they didn't get it. I told the rep I would upload it again. The rep confirmed receipt. I eventually received another notice, denying my claim again. I called to complain again. The explanation was slightly the same ; they didn't have the original receipt on the latest claim. I asked why a new claim was opened up when I was working from the previous claim? The rep opened the " closed '' claim and verified that the receipt was present. The rep initiated a new claim and asked me to upload the receipt to the new claim. I asked the rep why it wasn't possible for them to transfer the receipt from the " Closed '' claim into the new claim. The rep said they would. After a while, I received another dispute denial. I called in again to complain. The rep informed me that the " new '' claim lacked the receipt needed to move forward. The rep suggested I create a new claim and upload the receipt to the new claim. I asked to speak to a supervisor. I spoke to the supervisor, who assured me that she would rectify the issue and confirmed that the receipt was attached to the " new '' claim. After a while, I received a new claim denial. I wrote in to Chase 's XXXX XXXX to complain. After a bit of time, Chase XXXX XXXX XXXX denied my claim, even though I provided them with both the original receipt and the secondary receipt that showed I used a different method of payment other than my debit card to make my cell phone purchase. I will upload my initial receipt where I used a partial payment to conduct the transaction on XX/XX/year> ( * {$9.00} gift card * {$44.00} debit ). This is the transaction that was disputed and in question. I will also upload my secondary receipt. The receipt where I used a XXXX Gift card to make the entire XXXX XXXX purchase ( {$54.00} )

Company response to consumer: Closed with explanation