Consumer complaint received 2026-02-05 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: MD

Complaint narrative:
Early in XXXX of XXXX, I entered into a contract with XXXX  XXXX XXXX XXXX XXXX, a limited liability company in Maryland owned by XXXX XXXX XXXX and her husband XXXX XXXX. 

The contract was for XXXX XXXX XXXX, the co-owner of the company, to personally serve as a XXXX XXXX XXXX in my home after the XXXX  of my XXXX. At that point, my son was due in XXXX XXXX. 

XXXX XXXX made numerous representations during the sales process about her company and herself, such that she was a fully certified, licensed, and insured XXXX  and that she is someone who regularly provides all manner of XXXX XXXX XXXX in-home to new mothers. 

On XX/XX/XXXX, rather than pay a deposit, I opted to pay in full in advance so that I would not have to worry about ongoing invoicing shortly after the birth of my XXXX. I paid XXXX  XXXX XXXX, XXXX {$6500.00} in full for the services contracted to be rendered at a later date using my Chase Bank XXXX XXXX XXXX card. 

Absolutely none of the funds rendered at that point to XXXX  XXXX XXXX XXXX were a deposit, nor was there any implicit or explicit record in my payment of a portion of those funds representing a deposit ; this was prepayment in full for services, which I did for my own peace of mind. Out of an abundance of caution, I also chose to use a credit card rather than pay cash for this purchase specifically because of the consumer protections offered by all major credit card companies. 

XXXX XXXX certified verbally to me, in her sales materials, and in our contract materials that she would personally be my XXXX  XXXX XXXX and described her services verbally and in writing as, among other things, rolling up her sleeves and staying up with me and my husband in our home all night to teach us how to care for our XXXX XXXX. While there were other people listed as backups on our contract, XXXX XXXX told us that someone would need to substitute for her rarely. 

Once our contract was signed and prepayment completed, XXXX XXXX became unavailable and unreachable, canceling our preparation/planning appointments ( at one time saying another client was in XXXX  ) and not responding to messages. 

XXXX XXXX has never spoken to me again on the phone or over video call since the day we remitted funds to her. 

In XXXX of XXXX, my XXXX  was XXXX. Upon the birth, my husband contacted XXXX XXXX via text message to schedule her in-person services in our home, as our contract still stood. XXXX XXXX told him at that time that she would not be able to care for me and my son due to a death in her husbands family. 

XXXX XXXX wholly failed to perform any of the XXXX XXXX XXXX services for which we were contracted through XXXX XXXX XXXX, XXXX and for which I paid in full with my Chase Bank XXXX card. A person XXXX XXXX claimed was a certified XXXX  came to our home twice after my XXXX XXXX, but she did not fulfill any of the services as described in our contract with XXXX XXXX XXXX, nor did she complete a single overnight with us. In fact, that person sat on the sofa in our living room and left in the middle of her shift claiming she was sick. To this day we have no idea if that individual was a licensed, insured doula. 

I contacted XXXX XXXX late that night via text message to alert her that her representative had left our home. She did not respond. No one else from XXXX XXXX XXXX XXXX ever came to our home or offered any support. 

On XX/XX/XXXX, XXXX XXXX agreed via her business email address that I am entitled to a refund from XXXX XXXX XXXX XXXX. She then sent me a XXXX receipt from her personal email account ( not directly from XXXX ) reflecting a refund transaction noted refund to accommodate support changes deducting the price of two nights of services. 

A mother of a XXXX, I was too tired to notice at that time that the receipt she sent me had not come directly from the XXXX platform. I did notice and object, however, to her having deducted anything from my fully prepaid amount on the grounds that services rendered by the backup XXXX  were not those agreed upon in our contract. 

We would discover later that this receipt was completely bogus. 

Despite XXXX XXXX agreeing to the refund in writing, I never received a reversal of the charge to my Chase Bank XXXX. 

On XX/XX/XXXX, XXXX XXXX agreed again in writing to a full refund, apologizing profusely and saying that the value of two nights should not be deducted from the refund due and said again that she was attempting to issue a refund to my Chase Bank credit card. 

On XX/XX/XXXX, XXXX XXXX emailed me and said : Called the bank and input into XXXX  [ XXXX  ] payment that we accept the terms of any/all charge backs. They should have a dispute case number for me via email tomorrow. 

As of XX/XX/XXXX, I had not seen a refund yet on my account. 

On XX/XX/XXXX, I telephoned Chase Bank at XXXX to inquire about the status of that refund. A Chase Bank representative informed me that there was no sign of an attempt to refund from XXXX XXXX XXXX. 

At that point, on the phone with Chase, I opened a formal dispute of the {$6500.00} transaction. 

As soon as I hung up, I alerted XXXX XXXX XXXX  XXXX via email that I was initiating a dispute of the charge with Chase Bank. 

On XX/XX/XXXX, I received another email from the XXXX XXXX XXXX office manager. It said, Hello! Thank you for your email. Please be aware that we have complied in full with the chargeback request and also contacted the bank to reverse payment in compliance with XXXX. 

After still not seeing any action from XXXX XXXX XXXX on my account that month, on XX/XX/XXXX I contacted Chase Bank again in writing via the document submissions portal on Chase Banks website explaining and clarifying my right to a refund and Chase Banks negligence in the matter. This included my Chase Bank Claim ID.

I sent to Chase Bank all of the emails in which the owner of the company and other representatives of the company were repeatedly certifying to us that we were due a refund and that they were attempting to return the funds to us.

That the vendor was telling me, the customer, one thing in writing and apparently telling Chase Bank something entirely different should have been sufficient enough to alert Chase Bank that something was awry with this charge. Calling XXXX  XXXX XXXX business line and asking for a copy of our contract was not a sufficient investigation. It would appear that Chases investigation went as far as saying Oh, ok to whatever documentslikely falsified, as they were to methat XXXX XXXX XXXX remitted to them. 

On XX/XX/XXXX I again sent in correspondence uploaded to through the document submission portal in my Chase Bank Account that I was due a refund pursuant to the XXXX  merchant agreement paragraph XXXX, as XXXX  XXXX XXXX, XXXX had never delivered the services for which I had contracted with them. 

I reopened and escalated this dispute several times via phone, as a Chase Bank representative ( each time rightfully appalled by this story ) would remove the charge from my card, contact XXXX  XXXX XXXX, and then add the charge back to my account after the investigation.

The charge was removed from my account and added back on three separate occasions.

Throughout this period I was experiencing great distress. I had a XXXX XXXX, and I was exhausted. 

As far as I am aware, at no time during this period did anyone from Chase Bank Bank follow up with me with further questions regarding the dispute or to verify details or documentation submitted to them by XXXX  XXXX XXXX, XXXX, which I was told in multiple phone conversations that would happen. No representative of Chase Bank followed up regarding the documentation that XXXX XXXX XXXX provided directly to Chase Bank regarding the disputed transaction ( including the manufactured XXXX  receipts and misrepresented deposit ). I never had the opportunity to review the materials provided to Chase Bank or attend to the discrepancies or inaccuracies in the paperwork submitted by the vendor. 

We know of multiple other families in our area who were defrauded by XXXX XXXX XXXX during this time who had their charges permanently wiped from the credit cards they hold with other banksas they should have. No one can understand why we were having to beg Chase to protect us. 

Around XX/XX/XXXX, after months of attempting to resolve this dispute and Chase having ignored the obvious fraud that had been perpetrated, I called Chase Bank again. A representative from Chase Bank admonished me over the phone, saying that I was at fault, that I shouldnt have signed that contract, and that Chase Bank would never again respond to me regarding this dispute. 

In XX/XX/XXXX, we asked an attorney who is Vice Chair at J.P. Morgan XXXX XXXX  to attempt to intercede on our behalf, because I understood that the bank would not respond to me, and we thought it may respond to someone who is a member of its parent company on our behalf. Chase Bank refused to respond to him, as well. I can not understand how it is legal for a bank to not respond to a customer like this. 

In XXXX of XXXX my husband filed a police report on my behalf and on XX/XX/XXXX I filed an eleven page affidavit in a complaint against XXXX  XXXX XXXX and XXXX XXXX XXXX with the Maryland Attorney Generals office. 

The matter was pursued by the Attorney General in the XXXX  Consumer Protection Division in XXXX  Case No : XXXX. I was interviewed at length as part of that investigation, despite my incredible distress, and testified in a trial on this matter in XXXX, XXXX. 

I have continued to make minimum payments to Chase Bank despite the remaining balance being only this disputed charge. 

On XX/XX/XXXX, the Maryland Office of the Attorney General Consumer Protection Division, which, unlike Chase Bank, pursued a proper investigation, filed a Final Order detailing XXXX XXXX XXXX XXXX and XXXX XXXX XXXX business practices, which include concealment and falsified records and confirmation of unfair and deceptive trade practices. 

That XXXX Final Order found that XXXX XXXX XXXX and XXXX XXXX XXXX, who was our primary XXXX  per our contract, never had any intention of fulfilling the services for which I paid with my Chase Bank XXXX. The Maryland Attorney General found this happened many times over to the many families involved in this fraud. ( Attachment of the decision ) XXXX XXXX also falsely represented the certifications, credentials, statuses, experience, and the quality of the doulas that [ she ] offered to consumers as alternates or substitutes when she executed contracts for her own services ( p. 21 of Final Decision and Errata ). The Attorney Generals XXXX division found that XXXX XXXX never personally provided any labor or delivery or XXXX XXXX services to the consumers for whom she promised to provide those servic

es ( p. 28 ) and she had no intention to perform the services at the time of the promise ( p. 29 ). The Attorney General also found that XXXX XXXX fought consumers efforts to obtain refunds and chargebacks with credit card companies and money processors by raising baseless challenges to consumers requests, including, no doubt, my own. ( p. 41 ) The Attorney Generals Final Order also cites instances in which the XXXX presented falsified contracts to a credit card company to refute [ a ] chargeback request. ( p. 41 ) We were obviously defrauded by XXXX XXXX XXXX, XXXX, and the vendor was acting in bad faith in its responses to my dispute with Chase Bank. The vendor was regularly using both the credit card dispute process itself and chargebacks essentially as a fraudulent business model that would allow them to process consumer credit cards and retain those funds without ever providing any servicesas has happened to me.

According to the Final Order, the owners of XXXX  XXXX XXXX were convicted in XXXX of over XXXX counts of similar and related consumer fraud. My dispute was not an isolated incident with them, but I have been unable to take any further action because Chase will no longer respond to me on this matter. 

My initial request for refund from Chase Bank was based on paragraph 13.1 of my contract with XXXX because of this vendors failure to deliver services and an email in which the vendor, who did not deliver services, agreed to a refund in writing. Chase Banks negligence commenced when I provided in writing a copy of the email saying that XXXX XXXX XXXX was offering me a refund and continues today. Chase Bank had sufficient knowledge by XX/XX/XXXX at the latest that I was due a refund through any reasonable lens. That Chase Bank charged me again despite having additional information beyond the initial email from the vendor is egregious. 

Short of entering arbitration or suing Chase Bank for negligence, which are my next steps, this complaint is my last resort to have the charge removed from my account without incurring even more undue debt. 

Ultimately Chase Banks actions in response to my dispute were insufficient, in violation of its contract with me, negligent, and fundamentally insulting. Not only that, interest and fees have accrued on this disputed charge to an amount easily double its initial value, which is damaging my credit score and my ability to retain important loans ( like car and mortgage ) at reasonable interest ratesall because I am a legitimate victim of fraud and am doing everything possible to pursue corrective measures rather than pay off a charge I should not have to pay. It is terrible to be substantially defrauded as a new mother, but it is unfathomable to have to continue to make on-time minimum paymentswhich I have done without failto a negligent credit card company and experience the ripple effects of this outstanding credit situation years later.

I am filing this complaint now because I have been trying to take care of this for a number of years through every avenue available to me without incurring additional expense and frustration, as I am not the fool that Chase Bank painted me to be. I have recently taken steps to retain an attorney to pursue this matter further, and she was kind enough to alert me to the Consumer Financial Protection Bureau and suggested I try here first, as I finally have the mental wherewithal to attempt to once again attend to the existential insult that is this issue.

I will attach what is reasonable to attach to this initial complaint and will happily comply with requests for any and all additional documentation.

Company response to consumer: Closed with monetary relief