Consumer complaint received 2025-07-21 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: CT

Complaint narrative:
Dear XXXX XXXX, I am writing to express my profound disappointment with the treatment I received from Chase during a recent credit card dispute, which has led to my decision to terminate my XXXX relationship with Chase and close all three of my Chase credit cards. 
Background I am a longtime Chase Sapphire cardholder with an XXXX credit score and an exemplary payment history spanning 15 years. In XX/XX/year>, I used my Chase Sapphire card to pay {$1500.00} for a XXXX service check at XXXX XXXX in XXXX, Montana, for my daughter 's XXXX XXXX XXXX This service was specifically advertised as a comprehensive safety inspection. 
The XXXX XXXX XXXX XXXX failed to inspect or replace the brake system during this service, despite it being a critical safety component that should have been addressed at this mileage. My daughter subsequently drove across the country with dangerously worn brakes that should have been replaced. Upon her return, we immediately took the vehicle to XXXX XXXX, where the brakes were replaced for $ XXXXconfirming that they were indeed in urgent need of replacement. 
XXXX 's Admission of Fault After four months of unreturned calls from XXXX XXXX, I filed complaints with the XXXX XXXX XXXX and the Montana Attorney General 's office. Through the XXXX 's intervention, XXXX XXXX admitted their error and agreed to reimburse me {$920.00} for the brake replacement. I have documentation of their admission that they failed to check the brakes and did not provide the comprehensive safety inspection I paid for. 
Chase 's Unacceptable Response I initiated a dispute with Chase regarding this charge, providing all necessary documentation. Throughout this process, Chase 's handling of my case was deeply troubling : Harassment : Chase called me repeatedly at all hours, making demands for additional documentation Disrespectful Treatment : Your staff was consistently disrespectful and unprofessional Insulting Behavior : A representative named " XXXX '' asked me " Ma'am, do you feel okay? Are you feeling alright? '' in a condescending manner and ultimately hung up on me Excessive Time Burden : I spent over four hours calling Chase attempting to speak with a professional representative Broken Promises : While " XXXX '' promised to review the case and flag XXXX 's behavior, Chase continued to find in favor of XXXX despite clear evidence of their wrongdoing The Final Straw Even after XXXX admitted fault and agreed to reimburse me, Chase sent another letter maintaining their original decision in favor of the merchant. This demonstrates either a complete failure to review new evidence or a deliberate disregard for documented facts. 
My Decision After 15 years of loyalty and maintaining an excellent credit profile, I am closing all three of my Chase credit cards. The combination of being yelled at, hung up on, insulted, and treated with complete disrespect is unacceptable from any company, let alone one with which I have maintained such a long and profitable relationship. 
Broader Implications This experience raises serious concerns about Chase 's dispute resolution process and customer service standards. When a customer provides clear documentation of merchant wrongdoingincluding the merchant 's own admission of faultyour system should protect the customer, not subject them to harassment and disrespectful treatment. 
I am sharing this experience with consumer advocacy groups and regulatory bodies, as I believe other customers deserve to know how Chase treats loyal customers during legitimate disputes. 
While I understand that consumer protections have been weakened in recent years, I will continue to pursue this matter through appropriate regulatory channels. 
I am deeply disappointed that my long relationship with Chase has ended this way. I had hoped for better from an institution of your stature.

Company response to consumer: Closed with explanation