Consumer complaint received 2025-07-08 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
To Whom It May Concern at the CFPB, I am submitting this complaint because JPMorgan Chase has denied my dispute regarding a fraudulent transaction, despite extensive documentation and proof that I never received the product in question. I have exhausted every reasonable channel to resolve this matter and am seeking assistance from the CFPB as I feel my consumer protections have failed me. 
On XX/XX/year>, I made a purchase through a website that appeared to be the legitimate XXXX XXXX store. The site was deceptive in appearance, and shortly after placing the order, I grew suspicious and documented the entire checkout process with screenshots. 
The payment was processed via XXXX using my Chase debit card. Immediately, I received a confirmation email in XXXX with no clear shipping details and a generic tracking number ( XXXX ). The merchant provided no customer service phone number, used a XXXX email address, and never responded to my repeated inquiries. 
Over the next several weeks, the tracking showed vague or inconsistent updates, and I still had not received my product. On XX/XX/XXXX, I filed a formal dispute with Chase. A day later, on XX/XX/XXXX, the package status suddenly changed to " delivered '' highly suspicious timing that coincided precisely with Chases dispute outreach. The package, however, never arrived at my home. 
I have video footage from my XXXXXXXX XXXX XXXX  on the date the seller claims the package was delivered, and no delivery occurred. I am willing to provide these video files as evidence. 
Additionally, I discovered that the transaction ID the seller provided to XXXX was not the same as the one linked to my actual purchase. My genuine XXXX transaction ID is XXXX, while the one referenced by the seller is XXXX major red flag that calls the entire transaction into question. 
Even further, I attempted to file a claim directly with XXXX, but when I searched the transaction in my XXXX account, it did not exist at all. How is that even possible? This fact alone highlights how suspicious and illegitimate this entire situation is. It appears that the transaction was either spoofed or manipulated, making it even more critical that Chase should have protected my account and refunded my money instead of siding with a fraudulent seller. 
Chase ultimately denied my claim, citing that the seller provided tracking data and a delivery address match. But this ignores the overwhelming circumstantial and documented evidence Ive provided, including : A fake or at best unverified merchant site. 
XXXX response to my direct emails to the merchant. 
Mismatched transaction IDs. 
Suspicious timing of delivery status update. 
Missing transaction from XXXX account. 
XXXXXXXX XXXX footage showing no delivery occurred. 
My XXXX year history as a responsible Chase customer with no prior disputes. 
When I contacted Chase to follow up, I was told that I had to prove I didnt receive the iteman impossible standard for any consumer to meet. Ive done everything in my power to cooperate, provide documentation, and resolve this. At this point, I am emotionally and financially frustrated, and I feel abandoned by the very system that should protect consumers from fraudulent or deceptive practices. 
I respectfully ask that the CFPB help review this matter and compel Chase to properly investigate the transaction and the legitimacy of the seller. I am happy to provide video footage or any additional documentation needed to support this case. 

Thank you for your assistance to this matter.

Company response to consumer: Closed with monetary relief