Consumer complaint received 2026-04-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
To Whom It May Concern, I am writing to formally dispute the charge from XXXX XXXX at Chase Bank provide a comprehensive account of the incident, the hotels negligence, and supporting evidence. I will focus solely on the facts and documentation relevant to this dispute, rather than extraneous information provided by the hotel. My family and I have been loyal Chase customers for decades, and we have never filed a complaint of this nature. I respectfully request that you carefully review all attached documents, as they provide clear and compelling evidence supporting my claim. 1. Attempts to Resolve Amicably I made multiple efforts to resolve this matter directly with XXXX XXXX through emails and phone calls prior to checkout. When these attempts failed, we tried to contact the hotel on XX/XX/year>, leaving a message that went unanswered. Despite my efforts, the hotel has not taken responsibility for the incident. Let us go over the documents XXXX XXXX provided to Chase. I will reference the pages attached for clarity and highlight, in yellow, the parts relevant to this matter. I will also highlight the emails they cherry-picked and didnot send. 2. Irrelevant Medical Billing Issues ( Page 1 ) I ask that Chase disregard any claims regardingthe Medical Bill that has been provided by * * * * * ( as the hotel is named ), as my doctors, insurance, and legal counsel are managing those matters. Once we identified that the urgent care facility may have added a different test or surcharge, we contacted them and resolved it.Chase has nothing to do with those matters. This is not the reason for my dispute. Nevertheless, I am happy to clarify so that my trust relationship with Chase remains intact and so that XXXX XXXX attempts to manipulate the situation are clear, should a similar situation arise with another Chase customer. XXXX XXXX never had legal authority, nor status as a covered entity, business associate, or authorization to access, inquire, or verify any part of my medical, financial, or identifying information, whether directly or through third-party outreach. As explained inEmail 1, information shared with them was for context only, not formal validation, as I do not have all invoices and am still under treatment. Among other irregular actions, XXXX XXXX attempted to retrieve my medical information, which is highly inappropriate and potentially a misuse of private health information ( Pages 2 & 3 ) .HIPAA protects me unless I sign an authorization.The drivers license they had was from my first residence in XXXX XXXX and is outdated. I am confident Chase has my current information. 3. Incident and Hotel Negligence ( Pages 46 ) The purpose of my trip was ruined due to XXXX XXXX negligence. I havenever said that this accident happened while I was sleeping in bed.I was sleeping and woke up to get water from the mini bar, located inside the closet behind the doors, near the entrance. When I closed the closet door, a metal piece fell on my head. I reported this immediately to hotel staff around XXXXXXXX XXXX and the interaction was documented on video. I did fim the aftermath and interactions with hotel staff, which were also sent to XXXX XXXX. I was in XXXX, XXXX, and unable to sleep for the remainder of my stay. According toXXXX XXXX Login records, the incident occurred the night of check-in, and the hazard remained uncovered for all four nights. I paid for asafe, habitable, and standard hotel room, but instead received a room that posed a direct, physical danger, resulting in injury. While I occupied the space, the hoteldid not fulfill the core promise of safe lodging.The presence of a safety hazard causing injury is amaterial breach of the implicit contract for accommodation, making the service unacceptable and justifying a full reversal of the charge. 4. Evidence Supporting My Claim Video Documentation ( Page 4 ) : I explained the incident clearly. Transcripts can be notarized if videos are not accepted. Mechanical Engineering Report ( XXXX XXXX XXXX XXXX XXXX ) : They claim the sprinkler head was checked and secured ; attached photo of the metal piece proves otherwise. The report was created after the incident on XX/XX/year>. Photo Evidence ( Page 4 ) : Submitted for review. Additional images are available. XXXX XXXX attempted to mock irrelevant details about my eyes or photos. These distractions are irrelevant ; the focus is theunsafe, defective accommodation and resulting injury. 5. Incident Report and Hazard ( Page 6 ) The hotels incident report confirms thatthe SPRINKLER WAS LEFT UNCOVERED FOR THE REMAINDER OF MY STAY.I have documented proof of a serious safety hazard an exposed sprinkler piece that fell and injured me. This is not a simple complaint ; it is a clear case ofnegligence and failure to provide safe, habitable accommodation. 6. Cherry-Picked Documentation XXXX XXXX selectively sent documents to Chase, omitting full emails and videos. I have attached the complete correspondence for your review. Their attempt to expose and forward my medical history was inappropriate, as they have no authorization to access such information. 7. Legal and Contractual Basis for Dispute The service paid for safe, habitable lodging wasdefective and unsafe. The hotels negligence causedphysical injuryand ruined the purpose of my trip. This dispute falls under the standard chargeback reason : Goods or Services Not as Described or Defective. The hotel failed in theirduty of care, a legal obligation to provide safe accommodations. 8. Summary and Request I respectfully request that Chase review the attached documentation in full : incident reports, photos, videos, engineering reports, and email correspondence. XXXX XXXX own records demonstrateclear negligence and failure to provide safe lodging.I request a full refund for the stay. I am happy to provide additional clarifications or answer any questions. Please contact me via phone or email if further information is needed. I trust Chase will act with the diligence and fairness that has made it a trusted institution for decades. Thank you for your careful consideration.

Company response to consumer: Closed with explanation