Consumer complaint received 2025-11-17 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: IN

Complaint narrative:
=========================================== PRODUCT TYPE : Credit card or prepaid card ISSUE : Problem with a purchase shown on your statement SUB-ISSUE : Credit card company isn't resolving a dispute about a purchase on your statement =========================================== WHAT HAPPENED : On XX/XX/XXXX, I initiated a dispute with Chase Bank for a fraudulent transaction on XXXX. The merchant 's support representative ( XXXX ) sent me multiple emails between July XXXX XXXX, instructing me to close my dispute with Chase in order for them to resolve the issue on their end. 

Specifically, on XX/XX/XXXX at XXXX XXXX, XXXX stated : " To avoid further consequences, we strongly encourage you to contact your bank without delay and request that the chargeback be withdrawn. Upon doing so, please obtain written confirmation or proof from your bank that the dispute has been canceled, and upload that documentation directly to this support ticket. '' Based on this direct instruction and believing it was necessary to receive a refund, I closed my dispute with Chase. 

After I closed the dispute : - XXXX and the seller immediately stopped responding to my messages - No refund was ever posted to my Chase account - I sent multiple follow-up emails ( XX/XX/XXXX, XXXX, XX/XX/XXXX ) with no response- The seller claimed on XX/XX/XXXX that I was " provided the wristband as promised '' - which is completely false When I contacted Chase, they informed me the dispute was denied because " funds were returned to the merchant. '' However, NO REFUND has ever been posted to MY account. Chase is treating a return of funds to the merchant/XXXX as a resolution, when I - the customer- never received any money back. 

I later attempted to reopen the dispute. Chase claims it was " reopened and denied '' but provided no documentation showing any refund reaching my account. Chase representatives refuse to escalate further or perform a regulatory review, stating they " can only take back money once. '' This is a clear case of merchant misrepresentation where : 1. The merchant deliberately instructed me to close my dispute 2. After I complied, they ghosted me completely 3. Chase closed the case without verifying I received a refund 4. Chase refuses reconsideration despite the dispute being closed under false pretenses I have complete email documentation showing XXXX 's instructions to close the dispute, their subsequent ghosting, and Chase 's refusal to properly review the case. 

WHAT I WANT THE COMPANY TO DO : 1. Conduct a full executive-level review of this case, recognizing that the dispute was closed due to merchant misrepresentation, not legitimate resolution 2. Provide complete documentation showing : - The exact date and amount of any alleged " refund '' - Which account this refund was posted to - Proof that funds reached MY Chase account ( they have not ) 3. Reopen the dispute or issue a goodwill credit for my financial loss, as the original dispute closure was obtained through merchant fraud 4. Implement better training for representatives to recognize merchant misrepresentation tactics and not penalize customers who are misled into closing legitimate disputes This is not a standard " chargeback denial '' - this is a case where I was deliberately deceived into closing my consumer protection claim, and Chase is refusing to correct their error in allowing this to happen. 

I am requesting Chase restore my loss and properly handle cases where merchants instruct customers to close disputes as a delay tactic. 

=========================================== COMPANY RESPONSE REQUESTED : Yes ===========================================

Company response to consumer: Closed with explanation