Consumer complaint received 2025-12-09 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:
Description of Complaint : I am filing a complaint regarding a final denial by my credit card issuer, Chase, of a billing dispute for a {$440.00} transaction with the merchant XXXX. The dispute was filed on the grounds of Non-Receipt of Credit/Refund for Returned Merchandise . 

Timeline of Events and Actions Taken XX/XX/year> : A transaction of {$440.00} posted to my credit card account, ending in [ Omit last XXXX digits, but this is for reference ] XXXX, for an order ( Order Number : XXXX ) from the merchant XXXXXXXX XX/XX/year> : The merchandise purchased was returned to the merchant using their provided prepaid return label. 

XX/XX/year> : The returned merchandise was confirmed delivered to the merchant 's facility via XXXX XXXX XXXX XXXX. I possess documentation verifying this delivery. 

XX/XX/year>- XX/XX/year> : I repeatedly contacted the merchant ( XXXX ) regarding the overdue refund. The merchant continuously delayed the process, asking me to wait, but ultimately failed to issue the credit. 

Late XX/XX/year> ( e.g., XX/XX/year> ) : I formally filed a dispute with Chase Dispute Services. The initial case/reference number was XXXX. 

XX/XX/year> : I submitted a Formal Appeal and Request for Reversal to Chase, providing comprehensive evidence, including the specific XXXX  tracking number and confirmation of delivery on XX/XX/year>. This letter detailed the merchant 's failure to credit my account after physically receiving the returned items. 

XX/XX/year> : I received a final decision letter from Chase stating that, despite the evidence of the returned merchandise, they confirmed " the transaction is valid and no billing error occurred on your account. '' The letter acknowledges that I " may have a valid complaint with the merchant '' but denies the claim.

Basis for Complaint Against the Card Issuer ( Chase ) The credit card issuer 's denial is contradictory to the documentation provided. The dispute is based on the merchant 's failure to issue a credit after verifiably receiving the returned merchandise, which is a fundamental reason for a billing dispute under credit card regulations. The issuer 's statement that the transaction is " valid '' because " no billing error occurred on your account '' is an incorrect application of consumer protection for disputes related to a merchant 's non-performance ( failure to issue a refund ).

I have provided irrefutable proof ( third-party carrier tracking confirmation ) that the merchandise for which I was charged {$440.00} was returned and successfully delivered to the merchant on XX/XX/year>. The card issuer failed to reverse the charge despite this clear evidence of the merchant 's non-compliance with their refund obligation. 

I request that the CFPB investigate Chase 's handling of this dispute ( Case/Reference Number XXXX ) and require them to issue a permanent credit for the full disputed amount of {$440.00}.

Company response to consumer: Closed with explanation