Consumer complaint received 2025-11-04 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: ID

Complaint narrative:
b"Here is a copy of the 2nd letter I sent into Chase that explains my experience with both their bank & the merchant. \n\nTo Whom It May Concern,\n\nI am writing to formally dispute a charge of XXXX  from the merchant XXXX XXXX which was posted on XXXX XXXX XXXX, to my Chase XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Although the account has since been closed, I was assured by a Chase representative that all records are retained and that Chase is fully able and obligated to process valid disputes and initiate chargebacks, even for purged accounts that have been cleared with a XXXX balance. (I transferred the balance to another card)\nThis charge stems from a merchant who failed to deliver on clearly stated contractual obligations. I entered into a six-month agreement with XXXX XXXX, which included a guaranteed refund if promised results were not delivered. Initially, the company provided some communication and leads, but it soon became clear they were either unwilling or unable to fulfill their commitments. Their performance fell drastically short of what was promised, and they ceased all communication, revoked my access to our contract and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and refused to honor their money-back guarantee. I have provided extensive evidence of their failure to perform, including:\nScreenshots of communications and agreements. \n\nI've also included a video recording of the sales call in which their representative clearly guarantees results and support. \n\nAttached is documentation showing they stopped providing services and removed access to key platforms we used to communicate. \n\nThis is the second time I am submitting this evidence. Chase wrote back and said they could not find my account (even thought I mailed AND faxed in all documentation TWICE!) and was assured by the Chase representative that even though it is a closed/purged account that they could find it. There is no legitimate justification for this dispute not being resolved in my favor. The services XXXX XXXXn promised  ongoing support, steady lead generation, and guaranteed results  were never delivered as agreed. The merchant's conduct amounts to a clear breach of contract and false advertising. When they initially charged my card in the amount of XXXX to set up the account- it was a legitimate charge at the time. However, it has become fraudulent given the 6 month agreement I had in place with them. They kept telling me, just give us more time- the leads will come, it takes time- it takes time looking back I know that was just a way to continue to steal my hard earned money. \n\nAs a longstanding Chase customer, I am requesting that Chase immediately execute a full chargeback for this XXXX  transaction. I was informed by a Chase representative that, due to the accounts closure, I may receive the recovered funds via cashiers check, which is acceptable.\n\nPlease be advised that if this dispute is not resolved promptly and in my favor, I will be retaining legal counsel and filing a formal complaint with the Consumer Financial Protection Bureau (CFPB) for neglecting clear and documented evidence submitted in support of this claim.Chase has both the ability and the duty to protect its customers from fraudulent or unfulfilled business transactions. I am requesting you act accordingly and resolve this matter without further delaXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXINCLUDED/ATTACHED EVIDENCE:\n\nSales Call Recording (discussing guarantee and support):XXXX XXXX XXXX XXXX XXXX XXXXThe withdrawal of my support team\n\n\nLack of promised support and follow-up\n\nAdmission of ongoing issues by the merchant\n\nComplete cessation of communication\n\nRevocation of my access to XXXX XXXX XXXX XXXX portals\n\nCopy of email chain- XXXX XXXX XXXX XXXX employee said most staff and lead gen callers were cut off without pay & so one of them put all of us on an email chain together to confirm our criminal suspicions. I included this as evidence of other XXXX successfully getting their money back from their credit card companies from the fraudulent merchant. \n\n\nI took steps to document everything after noticing red flags  namely, the abrupt drop in lead flow and lack of follow-through  anticipating they might restrict access, which they ultimately did.\n\nSummary:XXXX XXXX  promised: a six-month program including multiple territories, guided support, and guaranteed results over the entirety of the term. These services were not provided, and access was revoked without notice or justification. This is false advertising, breach of contract, and grounds for a full chargeback. XXXX XXXX has exhibited clear criminal/fraudulent behavior. I am not obligated to absorb the financial loss from a program that I can prove with evidence clearly never delivered as agreed. This situation has not only harmed my business but also affected my well-being. I expect Chase to act in accordance with its policies, the law, and basic consumer protection standards."

Company response to consumer: Closed with explanation