Consumer complaint received 2025-11-19 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: MO

Complaint narrative:
PART XXXX : COMPLAINT DETAILS Company : JPMorgan Chase Bank , N.A . 
Product : Credit card or prepaid card Sub-product : General-purpose credit card or charge card Issue : Problem with a purchase shown on your statement Sub-issue : Credit card company isn't resolving a dispute about a purchase on your statement Date of Incident : XX/XX/XXXX ( when charge reappeared on account ) PART XXXX : DETAILED COMPLAINT TEXT SUMMARY : I am being held liable for a {$290.00} charge from XXXX despite the merchant confirming in writing that no goods were delivered. Chase has refused to process my billing error dispute, instead directing me to a closed fraud case that is unrelated to the current issue. 

CHRONOLOGICAL TIMELINE : XX/XX/XXXX : - XX/XX/XXXX : I made a legitimate {$170.00} purchase from XXXX for medication XX/XX/XXXX : - XX/XX/XXXX : XXXX charged my Chase Freedom Flex card ( ending in XXXX ) {$290.00} for what I later learned was an automatic subscription renewal ( Invoice # XXXX ) - I was unaware this was a recurring subscription charge XX/XX/XXXX : - Early XX/XX/XXXX : Upon seeing the {$290.00} charge, I did not recognize it as a subscription renewal and reported it to Chase as potential fraud - XX/XX/XXXX : Chase provided provisional fraud credit of {$290.00} ( posted XX/XX/XXXX ) - XX/XX/XXXX : Chase closed my card ending in XXXX and issued new card ending in XXXX - XXXX XXXX : Chase conducted fraud investigation XX/XX/XXXX : - Chase determined the XX/XX/XXXX charge was a legitimate authorized subscription- I paid my account balance to {$0.00} in good faith - XX/XX/XXXX : XXXX attempted to charge the OLD closed card ( XXXX ) for the next subscription month - XX/XX/XXXX : I received email from XXXX stating " our recent attempts to charge your XXXX XXXX have failed '' XX/XX/XXXX : - XX/XX/XXXX : Chase reversed XXXX fraud provisional credit by posting a {$290.00} " adjustment '' to my account - XX/XX/XXXX : I contacted XXXX to request proof of delivery for the XX/XX/XXXX charge - XX/XX/XXXX : XXXX responded IN WRITING with XXXX critical confirmations : EMAIL XXXX ( XX/XX/XXXX XXXX AM ) : " After reviewing your account, we weren't able to find a recent refill request. Because of this, no additional medication has been sent out. '' EMAIL XXXX ( XX/XX/XXXX XXXX PM ) : " Upon reviewing your account, and excluding the payment made on XX/XX/XXXX ( which was already refunded ), we can confirm that you have made XXXX successful payment on XX/XX/XXXX. '' - XX/XX/XXXX : Chase statement closed showing {$290.00} balance due XX/XX/XXXX - XX/XX/XXXX ( multiple attempts ) : I called Chase customer service at XXXX multiple times attempting to file a billing error dispute - Each time, Chase representatives told me they could not process a dispute and transferred me to the fraud department - Fraud department stated the fraud case is closed and they can not help- I was passed between departments with no resolution - No one would file my billing error dispute despite my explicit requests THE CORE ISSUE : I am being held liable for {$290.00} for goods I never received. The merchant has confirmed in writing : XXXX. No refill request exists for the XX/XX/XXXX charge XXXX. No medication was shipped XXXX. The payment was " already refunded '' in their system XXXX. I have only XXXX successful payment on record ( XX/XX/XXXX ) Despite this clear evidence that no goods were delivered, Chase refuses to process my billing error dispute. 

VIOLATION OF FEDERAL LAW : This constitutes a violation of the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation Z ( 12 CFR 1026.13 ), specifically : 1. Regulation Z 1026.13 ( a ) ( 3 ) : A billing error includes " a reflection on a periodic statement of goods or services not accepted by the obligor or the obligor 's designee or not delivered to the obligor or the obligor 's designee as agreed. '' 2. Regulation Z 1026.13 ( d ) : When a consumer disputes a billing error, the creditor must conduct a reasonable investigation and either correct the error or explain why the bill is correct. 

XXXX. Chase has refused to investigate despite : - Written confirmation from the merchant that no goods were delivered - My multiple attempts to file the dispute by phone - Clear evidence this is a legitimate billing error, not a fraud dispute CONFUSION CAUSED BY CHASE : The fraud investigation is a SEPARATE issue from this billing error dispute : - Fraud question : " Did I authorize this charge? '' Answer : YES ( fraud case closed ) - Billing error question : " Did I receive what I paid for? '' Answer : NO ( current dispute ) Chase 's representatives are conflating these XXXX separate issues and using the closed fraud case as a reason to refuse processing my billing error dispute. This violates my rights under federal consumer protection law. 

I have acted in good faith throughout : - I paid my account to {$0.00} believing the matter was resolved - I contacted the merchant directly to attempt resolution - I obtained written confirmation from the merchant- I made multiple attempts to file the dispute with Chase - I followed proper procedures under the Fair Credit Billing Act FINANCIAL HARM : - Current balance : {$290.00} - Payment due : XX/XX/XXXX - Minimum payment due : {$40.00} - If unpaid, I face : late fees up to {$40.00}, penalty APR up to 29.99 %, and negative credit reporting REQUESTED RESOLUTION : 1. Chase must accept and process my billing error dispute under Regulation Z 2. Immediate provisional credit of {$290.00} while investigation is pending ( as required by Reg Z 1026.13 ( f ) ( 2 ) ) 3. Chase must contact XXXX directly to verify no goods were delivered 4. Permanent removal of the {$290.00} charge based on merchant 's written confirmation 5. Written confirmation that this matter will not be reported negatively to credit bureaus 6. Written documentation of Chase 's investigation findings 7. Assurance that Chase will properly train representatives to distinguish between fraud disputes and billing error disputes ADDITIONAL CONTEXT : I attempted to resolve this by phone multiple times but was refused service. I should not be required to pay {$290.00} for goods I never received simply because Chase representatives do not understand the difference between a fraud dispute and a billing error dispute, or because their system incorrectly flags this as a closed fraud case. 

The merchant 's own records confirm no goods were delivered. This is a clear-cut billing error under federal law, and Chase is required to investigate and resolve it.

KEY EVIDENCE ATTACHED : 1. MERCHANT CONFIRMATION OF NON-DELIVERY : - Email dated XX/XX/XXXX, XXXX XXXX : XXXX states " we weren't able to find a recent refill request. Because of this, no additional medication has been sent out. '' - Email dated XX/XX/XXXX, XXXX PM : XXXX states " excluding the payment made on XX/XX/XXXX ( which was already refunded ), we can confirm that you have made XXXX successful payment on XX/XX/XXXX. '' - These emails prove the merchant did not deliver goods for the disputed {$290.00} charge XXXX. CHASE STATEMENTS SHOWING THE CHARGE : - XX/XX/XXXX statement shows {$290.00} charge from " XXXX XXXX XXXX XXXXXXXX XXXX '' with transaction date XX/XX/XXXX - Statement shows current balance of {$290.00} due XX/XX/XXXX - Previous statements show the fraud credit and subsequent reversal XXXX. TRANSACTION HISTORY : - XXXX export shows adjustment posting on XX/XX/XXXX for - {$290.00} ( reversal of fraud credit ) - This confirms the charge reappeared after fraud investigation concluded XXXX. MERCHANT INVOICE : - Invoice # XXXX dated XX/XX/XXXX shows original charge of {$290.00} - Status marked " PAID '' via XXXX XXXX ( XXXX ending XXXX ) - This is the charge for which no goods were delivered XXXX. CURRENT ACCOUNT STATUS : - Online account view dated XX/XX/XXXX shows current balance {$290.00} - Shows last statement balance {$290.00} - Payment due XX/XX/XXXX : {$40.00} minimum

Company response to consumer: Closed with explanation