Consumer complaint received 2026-06-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
On XX/XX/year>, while traveling through XXXX XXXX XXXX in XXXX, I was approached by an employee of a XXXX XXXX identified as XXXX XXXX. I was subjected to an extremely high-pressure sales presentation while attempting to board my flight home. During this encounter, I repeatedly stated that I needed to leave for my flight. However, multiple employees continued to pressure me to remain. Prices were not clearly disclosed before the transactions were processed. The products were never shown to me before purchase. Products were applied to my face and I was instructed to sit while they dried. The products were then packaged and placed into bags without my being shown what was being purchased. I did not knowingly agree to purchase more than {$24000.00} worth of skincare products and beauty devices. Three transactions were charged to my Chase credit card on XX/XX/year> : {$7200.00} {$9300.00} {$7400.00} Total disputed amount : approximately {$24000.00}. One employee ultimately escorted me to my gate carrying one of the bags while my family members were hearing final boarding announcements for me. The circumstances were confusing, intimidating, and did not allow me to make an informed purchasing decision. After returning home, I disputed the charges with Chase and provided detailed written statements, photographs of the products, supporting documentation, and additional evidence. I explained that prices were not properly disclosed, that the products were not shown to me before purchase, and that I believed the transactions resulted from deceptive and misleading sales practices. Chase initially denied the dispute. After I submitted additional evidence, Chase reopened the dispute. I provided further documentation, including photographs of the products, packaging, labeling, evidence of similar public complaints involving this merchant, information regarding FDA warning letters involving similar product branding and medical marketing claims, and other information relevant to the representations made during the sale. Despite reopening the dispute and reviewing the additional materials, Chase denied the dispute again. In its denial letter, Chase stated that I may have a valid complaint with the merchant but nevertheless concluded that the transactions were valid and would remain my responsibility. In addition, I was informed by a Chase representative that there had been an attempted charge or suspicious activity of approximately {$1900.00} associated with the same merchant group or location that Chase had detected and credited. Different Chase representatives later provided conflicting explanations regarding this transaction. One representative stated it was suspicious activity that Chase caught, while another representative stated it was a merchant credit but could not explain what it related to. This raised additional concerns regarding the security of my payment information and the accuracy of Chase 's investigation. I also experienced multiple issues with Chase 's handling of the dispute, including conflicting information from representatives, dispute-related documents that Chase stated were mailed but were never received, and uncertainty regarding the impact of the disputed {$24000.00} balance on my credit while the dispute was pending. I am requesting that the CFPB review Chase 's handling of this dispute and determine whether Chase conducted a reasonable investigation of the evidence I submitted. I am also requesting that Chase provide all documents, merchant responses, receipts, and evidence relied upon in denying my claim. I do not believe Chase adequately addressed the evidence demonstrating that these transactions occurred under deceptive and misleading circumstances, without informed consent regarding the products and prices involved, and under significant pressure while I was attempting to board an international flight. I respectfully request assistance in obtaining a fair review of this matter.

Company response to consumer: Closed with explanation