Consumer complaint received 2026-01-30 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: AR

Complaint narrative:
Supplemental Clarification and Requested Relief JPMorgan Chase Bank , N.A . has issued multiple responses asserting that it completed its investigation of disputed transactions across my credit card accounts and made final determinations regarding responsibility. However, Chases responses and customer correspondence demonstrate that only a limited subset of the disputed transactions I submitted were actually investigated, while the majority of disputed charges were never opened, reviewed, or adjudicated on a transaction-by-transaction basis. 

Despite this partial review, Chase has represented in CFPB responses and customer letters that its investigation was complete and that it determined responsibility for all disputed transactions. Chase has not explained why only certain transactions were investigated, how it selected which disputes to review, or how it can certify completion of an investigation when a substantial portion of the disputed charges were not examined. 

Chases responses rely heavily on generalized statements that services were received or made available, merchant representations that transactions were valid, and references to deposit activity or prior transaction history. These assertions are not accompanied by documentation describing transaction-level investigative steps, such as analysis of authorization, billing accuracy, device or wallet usage, merchant classification, or compliance considerations. XXXX on merchant XXXX XXXX XXXX  account activity does not substitute for an independent billing-error investigation. 

Chase has also applied inconsistent dispute classifications ( including fraud, duplicate, misrepresentation, and validation ) to transactions involving the same merchants, overlapping timeframes, and similar transaction patterns, resulting in selective credit reversals and selective designation of certain credits as permanent while denying others. Temporary credits were reversed while disputes and CFPB complaints remained pending, and four credit card accounts were closed during this period before Chase completed or documented a full, transaction-level investigation of all disputed charges submitted.

In multiple instances, Chase denied disputed transactions on the basis that a significant amount of time has passed and that the merchant was not willing to credit, without identifying when notice of the dispute was received, the applicable billing statement cycle, or why the disputes were accepted and adjudicated if they were allegedly untimely. A merchants refusal to issue a refund does not constitute a transaction-level investigation or demonstrate compliance with Regulation Z.

Additionally, Chases CFPB responses characterize the disputed transactions as online casino or gambling activity and rely on that characterization to deny disputes, yet do not explain how this determination was made, what standards were applied, or how this characterization was reconciled with the merchant classification and coding used at the time the transactions were processed. Chase has not documented whether merchant category codes were reviewed, whether those codes accurately reflected gambling activity, or how any inconsistency between transaction coding and later dispute determinations was addressed.

Taken together, Chases responses reflect selective dispute handling, inconsistent outcomes for identical merchant activity, reversal of provisional credits during active CFPB complaints, reliance on labels and merchant representations without documented analysis, unresolved merchant classification issues, and adverse account actions taken without completion of a comprehensive, documented investigation.

Because Chase has acknowledged investigating only a portion of the disputed transactions submitted, while simultaneously asserting that its review was complete and issuing final determinations, I request that the Bureau evaluate whether Chases dispute-resolution practices in this matter comply with Regulation Z ( 12 CFR 1026.13 ). Where a transaction-level investigation can not be demonstrated, correction of the account is the appropriate remedy.

Company response to consumer: Closed with explanation