Consumer complaint received 2025-02-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NV

Complaint narrative:
Subject : Formal Complaint Against Chase Bank for Mishandling Fraud Dispute Dear Consumer Financial Protection Bureau, I am submitting this complaint against Chase Bank for its gross mishandling of a fraud dispute related to transactions totaling approximately {$5000.00} linked to a fraudulent seller, XXXX XXXX XXXX XXXX, operator of XXXX XXXX and XXXX XXXX Chase has repeatedly failed to properly address this dispute, despite overwhelming evidence that I was defrauded, leading to a significant financial loss. 

Background of the Fraudulent Transactions I purchased items from XXXX XXXX XXXX XXXX under the promise that they were investment-grade antiques, complete with appraisals and legal documentation. Upon receiving the shipment, I found that : Many items were not what was advertised and were misrepresented. 
Several items were missing from the shipment. 
The promised appraisals and documentation were not included, making the items unverifiable and worthless in terms of investment. 
I immediately requested a refund and was instructed by XXXX to return the items, at which point I would receive a full refund. I complied and returned the package, and I have a receipt confirming the return of the items. 

Chases Mishandling of My Dispute Initially, Chase credited my account after I disputed the fraudulent charges. However, months later, they reversed their decision, citing that the merchant provided a tracking number as proof of deliverydespite the fact that Chase was fully aware that the same items had been returned to the seller. Chase ignored the return evidence and ruled in favor of the fraudulent seller. 

Steps I Took to Resolve the Issue with Chase : First Visit to the XXXX Branch ( Met with XXXX ) I visited my local branch in XXXX and was assisted by an associate, XXXX, who called Chases claims department on my behalf. 
She assured me that my claim would be reopened and that Chase only needed my return receipt to reinstate the refund. 
I provided the receipt, yet no action was taken. 
Second Visit to the XXXX Branch ( Met with XXXX ) Since no action had been taken, I returned to the branch and met with XXXX, another associate. 
She again called the claims department, and I was once again assured that Chase would be crediting my account and that my claim was in process with the " back office. '' XXXX told me to wait a week for the claim to update. However, after waiting, nothing changed. 
Chase Further Reversed the Credits Instead of crediting my account as promised, I received another letter stating Chase had decided to allow yet another disputed transaction, despite my clear evidence that the items had been returned. 
This decision directly contradicted what XXXX had told me earlier, when she explicitly stated that the credits in my account had been made permanent. 
Reaching Out to XXXX Chase then shifted responsibility to XXXX, directing me to contact them for resolution. 
XXXX informed me that they were waiting on instructions from Chase, meaning Chase had effectively blocked any further resolution through XXXX. 
Final Visit to the XXXX Branch Met with a Different Associate I returned to the branch, at which point I was met with condescension and an insulting remark from a different associate who stated, " Sometimes we fall for scams. '' This remark was offensive, dismissive, and entirely inappropriate, especially considering Chases failure to act in accordance with its own policies and promises. 
At that moment, I demanded that all my accounts with Chase be closed immediately and all remaining funds be withdrawn. 
Chase Has Not Fully Closed My Account Despite my request, my Chase account still appears to be open with a remaining balance, further demonstrating their incompetence in handling customer accounts and requests. 
Other Steps I Have Taken to Resolve This Issue Since Chase has failed to protect me as a consumer, I have filed formal complaints against XXXX XXXX XXXX XXXX with the following agencies : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX Federal Trade Commission ( FTC, XXXX ) XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXXXXXX XXXX XXXX ( XXXX ) CITES ( XXXX XXXX  XXXX XXXX XXXX XXXX XXXX ) XXXX For fraudulent use of the platform. 
XXXX XXXX XXXXXXXX ( XXXX ) XXXX XXXXXXXX XXXX XXXX XXXX of XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Chase Bank has acted in bad faith by : Failing to investigate the return receipt that proves the seller received the items back. 
Allowing fraudulent transactions to be processed despite clear evidence of misrepresentation and return. 
Reversing their own credits without valid reason, directly contradicting previous statements made to me in person. 
Providing conflicting and misleading information at the branch level, leading to unnecessary delays and financial harm. 
Making offensive remarks that dismissed my legitimate case as if I was simply a gullible consumer who " fell for a scam. '' Requested XXXX Chase must reverse its decision and provide the refund that was initially granted, given the overwhelming evidence of fraud and misrepresentation. 
An investigation must be conducted into the handling of my claim, including the failure of branch associates to accurately process my case. 
Chase must formally close my accounts as requested and confirm that no further action is needed on my part. 
Chase must acknowledge and correct its procedural failures in consumer fraud disputes, so that others do not experience the same negligence. 
I expect a prompt resolution to this matter. Please confirm receipt of this complaint and provide me with next steps. I am prepared to escalate this further if Chase continues to fail in protecting consumer rights.

Company response to consumer: Closed with explanation