Consumer complaint received 2026-02-17 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: IL

Complaint narrative:
I am filing a complaint regarding JPMorgan Chase Bank, N.A.s handling of a credit card billing dispute in the amount of {$10000.00}, charged on XX/XX/year> to merchant XXXX XXXX. 

I disputed this charge based on misrepresentation and services not provided as described at the point of sale. Chase denied the dispute, stating that the services were received or made available for use, without addressing whether the services were delivered as advertised or as reasonably expected based on pre-purchase representations. 

After receiving the denial, I disputed the charge a second time and explicitly requested a senior-level review. I was informed by Chase that the matter would be escalated and that Chase would reach out to me directly regarding the senior review. No one from Chase ever contacted me, and no additional explanation, evidence disclosure, or substantive review was provided before the dispute was again closed. 

Additionally, the merchant has acknowledged that a recording exists of my initial XXXX  sales call with their representativethe call during which the services were sold and representations were made. Despite acknowledging possession of this recording, the merchant refused to provide access to it to me and did not disclose it during the dispute process. 
Also, Chase failed to consider that a promised pre-sale consultation with the named program owner never occurred, and that a booking confirmation was sent only after the charge was completed, which directly supports a claim of misrepresentation at the point of sale. 
Chase denied the dispute without addressing : The existence of the recorded sales call The merchants refusal to disclose it Or Chases own failure to follow through on the promised senior-level review Why I believe Chase handled this incorrectly Chases investigation and handling of this dispute were procedurally deficient for the following reasons : 1. Failure to conduct the promised senior-level review After I disputed the charge a second time and requested escalation, Chase advised that the matter would be reviewed at a senior level and that I would be contacted. This did not occur. The dispute was closed without communication or explanation, depriving me of a meaningful review process. 
2. Failure to address misrepresentation at the point of sale The basis of my dispute was whether the services were misrepresented during the sales process, not whether the transaction was authorized. Chase did not address this issue in either review. 
3. Failure to consider withheld material evidence The merchant informed me that they possess a recording of the initial XXXX sales call, which would document the representations made to induce the purchase. The merchant denied me access to this recording and did not provide it during the dispute process. Chase did not require disclosure of this evidence nor explain how a misrepresentation dispute could be resolved without reviewing it. 
4. Improper reliance on availability of services Chase concluded the charge was valid because services were available for use. Availability alone does not establish that services were delivered as described or as advertised, particularly where misrepresentation is alleged. 
5. No disclosure of merchant evidence Chase did not disclose or summarize what evidence the merchant submitted, what services were allegedly delivered, or how that evidence met applicable standards, especially in light of withheld sales-call evidence. 
6. No identification of dispute framework or standards applied Chase did not identify which dispute framework or reason codes were applied, nor explain how those standards were satisfied. 
7. Improper shifting of responsibility to the consumer Chase stated that I may have a valid complaint with the merchant, while refusing to evaluate that complaint under the dispute process, effectively denying meaningful dispute resolution. 



Harm caused I am being held responsible for a {$10000.00} charge despite documented misrepresentation. 
A material sales recording exists but was withheld by the merchant and not required by Chase. 
Chase failed to conduct the senior review it stated would occur. 
Temporary credits were removed without a reasoned explanation. 
I am exposed to interest accrual and potential negative credit reporting. 
Chases handling deprived me of protections afforded under federal consumer protection laws. 



What I want Chase to do to resolve this complaint I am requesting that Chase : 1. Reopen and properly review the dispute, including the previously requested senior-level review. 
2. Explain why the promised senior review did not occur and why no follow-up contact was made. 
3. Require disclosure or review of the recorded sales call, or explain how a misrepresentation dispute can be resolved without reviewing point-of-sale evidence.

4. Disclose or summarize all merchant-submitted evidence relied upon.

5. Provide a written, reasoned explanation of how Chase concluded the services were delivered as advertised.

6. Restore the disputed credit or provide appropriate relief.

7. Ensure no adverse credit reporting occurs while this matter is under regulatory review.

Company response to consumer: Closed with explanation