Consumer complaint received 2025-07-28 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: PA

Complaint narrative:
In XX/XX/XXXX, my business, XXXX XXXX, XXXX, processed a {$25000.00} charge for a client using Chase XXXX XXXX. The charge was for a broker fee tied to an introduction and business consulting engagement, and it was fully authorized by the cardholder. I have a signed invoice and a credit card authorization form from the client on file. The funds cleared without issue. 

On XX/XX/XXXX, Chase initially flagged the transaction and requested documentation before approving it. I promptly submitted the requested proof, including the invoice and signed authorization form. Chase reviewed the materials and allowed the transaction to proceed, indicating no issue with the charge at that time ( Chase Case # XXXX ). 

Unbeknownst to me, on XX/XX/XXXX, XXXX XXXX sent a retrieval request to Chase XXXX XXXX. However, I was never notified of this request, not by email, phone, mail, or secure message, and therefore had no opportunity to respond or submit supporting documentation. Chase later confirmed the notice was mailed via XXXX, but I never received it. 

On XX/XX/XXXX, my Chase business checking account was debited {$25000.00} without warning. I only discovered the debit after it occurred. When I called Chase, I was told I missed the deadline to respond to the chargeback, and that my case had been closed and ruled in favor of the cardholder. Despite multiple phone calls and formal letters to Chase XXXX XXXX and XXXX XXXX ( Chases merchant arm ), I was informed that no further documentation could be submitted. 

I later obtained the cardholders original dispute narrative and found it contains materially false claims. The cardholder references traffic camera installation, delivery delays, and terms and conditions that supposedly bound my company to certain obligations. However, XXXX XXXX, XXXX was never responsible for traffic cameras or any deliverables, and no contract exists between the cardholder and XXXX XXXX. 

Critically, none of the cardholders supporting documents mention XXXX XXXX, XXXX. If XXXX XXXX had conducted proper due diligence, they would have seen that XXXX XXXX was not named on any document and had no contractual obligation. Yet XXXX ruled against me without any meaningful opportunity to defend myself based on a third-party arrangement involving another company ( XXXX ), which I merely introduced the cardholder to. 

After the decision, Chase terminated my merchant account and stated I would remain liable for the chargeback and related fees. I believe Ive been financially harmed as a result of : Chases failure to notify me of the dispute in time Amexs failure to verify the cardholders claims or recognize that my company was not even mentioned in any of the documents A breakdown in basic due process that resulted in a {$25000.00} loss with no opportunity for me to submit evidence I am requesting that the CFPB investigate both Chase XXXX XXXX and XXXX XXXX for procedural failures and potential misrepresentation. I am seeking reversal of the chargeback or full reimbursement for the damages caused, and formal accountability for the mishandling of this dispute.

Company response to consumer: Closed with explanation