Consumer complaint received 2026-01-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: DC

Complaint narrative:
I am submitting this complaint regarding Chase Banks handling and denial of a dispute involving charges from XXXX XXXX XXXX. The dispute was denied based on inaccurate information provided by the merchant and a failure by Chase to conduct an adequate or transparent investigation. 

I filed the dispute with Chase on XX/XX/XXXX, after XXXX issued an invoice falsely claiming that I remained on the property through XX/XX/XXXX. XXXX had terminated my extended stay on XX/XX/XXXX, with written confirmation issued that same day. I did not occupy the property after XX/XX/XXXX and was forcibly removed with ninety minutes notice. 

After filing the dispute on XX/XX/XXXX, I received no substantive communication from Chase regarding the investigation until XX/XX/XXXX, when I was informed that my claim had been denied. During this period, my account reflected only that the claim was open and later closed. There were no notices, updates, or explanation of investigative steps taken. 

Chase denied the dispute on the basis that the merchant asserted I stayed through XX/XX/XXXX. When I contacted Chase to request that the case be reopened, I was told it could not be reopened due to the merchants statement, despite the fact that I had uploaded written evidence directly contradicting the merchants claim, including the termination email dated XX/XX/XXXX. 

I also uploaded documentation showing that I contacted XXXX multiple times following the termination to resolve the issue and recover missing property. The only responses I received from the merchant stated that they were still researching, with no resolution provided. Chase did not appear to consider this context or the lack of merchant responsiveness in its decision. 

Chase did not provide any details regarding how the investigation was conducted, what evidence was reviewed, or why the merchants inaccurate documentation was credited over contradictory written proof. As a result of this denial, I experienced financial harm, including an overdraft of approximately XXXX XXXX dollars. 

This complaint raises the following concerns : Reliance on demonstrably false merchant documentation despite contradictory written evidence Failure to conduct or document a reasonable investigation Lack of transparency or communication during the dispute process Refusal to reopen the dispute despite new or clarifying evidence Financial harm resulting from procedural failures I am requesting that Chase conduct a full and independent review of this dispute, properly evaluate the merchants misrepresentation, correct any inaccurate records, and reassess the dispute outcome based on accurate facts and a documented investigation. 

I am prepared to provide supporting documentation, including the termination email dated XX/XX/XXXX, proof of payments, the XX/XX/XXXX invoice, correspondence with the merchant, and account records reflecting the lack of investigative notices. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation