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: CA

Complaint narrative:
I am submitting this complaint regarding JPMorgan Chases handling of my chargeback dispute and subsequent reassertion request. 

On XX/XX/year>, I purchased an apparel bundle for {$120.00} from the merchant XXXX as part of a preorder offering, initially ordering size XXXX  for both the blouse and skirt ( Attachment 1, Original Order + Merchant Intervention ). On XX/XX/year>, after the order had already been placed but prior to shipment, I contacted the merchant to request sizing guidance and provided my measurements ( XXXX '' waist, XXXX '' hips ). Based on this information, the merchant explicitly advised me to size up to XXXX and manually modified the order on their end, stating that the XXXX would fit comfortably and sit on the hips, including before and after anticipated body changes ( Attachments 1 and 2 ).

The item was delivered on XX/XX/year> ( Attachment 7, Proof of Delivery Date ). Upon trying on the skirt, it was excessively large and could not be worn as intended, sliding completely off my hips. This directly contradicted the merchants assurances. According to the merchants own size chart, an XL skirt corresponds to a XXXX '' hip measurement, more than two inches larger than my actual XXXX '' hip measurement ( Attachments 2 and 3, Hip Measurement and Size Chart and Actual Fit, Skirt Looseness ).

I contacted the merchant on XX/XX/year>, immediately upon delivery to raise concerns about the fit ( Attachment 8, Immediate Complaint ). Following this communication, the merchant blocked me from further contact and confirmed that I had been added to an internal blocklist ( Attachment 9, Blaming and Blocklisting ), which prevented any further attempt to resolve the issue directly. 

In their response to Chase, the merchant stated that I filed a chargeback rather than continue the conversation. The screenshots they submitted did not include their sizing recommendation, their manual modification of the order, or their decision to block communication ( Attachments 4 and 5, Merchant Statement and Merchant Screenshots ).

I submitted photo evidence, screenshots, and written explanations to Chase demonstrating that the merchants post-purchase intervention directly caused the sizing issue and that I was prevented from continuing communication. Chase nevertheless closed the claim, stating only that the merchant declined liability, without explaining how the evidence was evaluated or why my documentation was deemed insufficient. Chases determination relied on the merchants statement without addressing contradictory documentation I submitted or the merchants documented role in altering the order. I was not provided a meaningful explanation of the decision or an opportunity to rebut the merchants assertions before the claim was denied. The decision communication did not address the substance of my evidence, explain how conflicting documentation was weighed, or clarify why the merchants incomplete submission was considered sufficient to deny the claim.

I also wish to note that I am autistic and have a documented disability-related communication barrier. I rely on clear, written communication to understand timelines, decisions, and next steps. The dispute process relied heavily on verbal explanations from multiple representatives, and I was not provided access to the merchants full evidence until after claim closures. These factors made it difficult for me to fully understand the process and respond in a timely and informed manner, and they further limited my ability to effectively participate in the dispute process.

Attachments submitted include : - Collages of original order and merchant intervention - Merchant size chart and hip measurement comparison - Photos demonstrating actual fit and skirt looseness - Merchant statement and screenshots submitted to Chase - Key conversation screenshots ( size recommendation, delivery proof, initial complaint, and blocking notice )

Company response to consumer: Closed with explanation