Consumer complaint received 2025-07-25 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: NY

Complaint narrative:
On XX/XX/year>, I notified Chase that I was disputing charges with the merchant XXXX. Within a few days, I submitted documentation for my dispute totaling XXXX pages, detailing the numerous ways the merchant failed to provide their services in accordance with the agreement at the time of my transactions. To further support my dispute, my documentation also contained a full copy of the merchant 's terms in force at the time of my purchases. My dispute is based on the merchant failing to provide their services in accordance with the agreement at the time of my purchases, and refusing to provide a resolution after my attempts to work with the merchant privately prior to my credit card billing dispute with Chase. 

Following this, I have received inconsistent outcomes for individual transactions in my dispute. For the transactions not resolved in my favor, I have received notices from Chase stating they have " reviewed the information available and found that [ I ] either received the services or the merchant made them available for [ my ] use. '' Included was the evidence supplied by the merchant, which only showed verification documents proving that I was indeed the customer who made the purchases, and that I was active on the merchant 's website. It also included limited sections of a newer version of the merchant 's terms than the ones I agreed to, which were in force at the time of my purchases. The merchant never provided notice of any changes as required by Section 1 ( b ) of their own terms. And additionally, the merchant 's response completely ignores specific services that I paid for with my purchases, instead only acknowledging the existence of a portion of the services, but not key services they promoted and sold at the time I made purchases. 
[ XXXX AM ] The outcome of Chase finding certain transactions in my dispute against me, and the assertion that the merchant provided the services I paid for, do not suggest that my dispute was thoroughly investigated or properly handled for those transactions. It seems Chase chose to either close those transaction disputes when the merchant did not voluntarily refund those transactions, or the assigned dispute person didn't properly understand the nature of the dispute or the issues at hand, as I have noticed different names on different notices from Chase. 

I have made attempts to explain this to Chase, and to send letters electronically and by fax, asking for my dispute to be reviewed, considering that I have other transactions resolved in my favor with the same documentation I provided. Specifically, claim IDs XXXX, XXXX, XXXX, and XXXX, have been resolved in my favor, which contain multiple transactions per claim ID. There should not be inconsistent outcomes with some transactions being decided against me, when all the transactions in my dispute are with the same merchant, for the same services, with the same documentation provided to support my dispute. 

To be clear, I never disputed whether I was the customer who made the transactions or that I used the merchant 's platform, so I should not have disputed transactions closed against me based on merchant evidence containing my identity verification. My dispute was based on the merchant failing to provide the services that they promoted and promised. The merchant 's failures were in clear violation of numerous provisions of their own published terms at the time. 

All of this is included in my documentation submitted to Chase to support my disputes. Explanations are given to help understand the merchant 's services, the reasons for my dispute, and relevant events. Evidence is provided to support my assertions. I have provided more than sufficient information and proof for Chase to understand the dispute and to refute the merchant. The merchant failed to provide their services in accordance with the agreement at the time of the transactions, then on XX/XX/XXXX, shut down key services that I paid for, as well as their customer support phone and live chat. And now, since XX/XX/XXXX, the merchant has shut down their platform and website entirely. The services that I purchased include the expectation of future use, and were not subscription based. In removing the services that I paid for, and eventually shutting down their website entirely, the merchant is not providing the service that I paid for in the most serious meaning of the phrase. 

Please see the attached PDFs for a more detailed summary of the dispute, and for the XXXX dispute documentation that I submitted to Chase.

Company response to consumer: Closed with explanation