Consumer complaint received 2025-08-07 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: CA

Complaint narrative:
CFPB Complaint Chase Bank Credit Card Dispute Reversal In XX/XX/XXXX, I was scammed by someone I believed was a trusted friend. I gave her limited permission to use my Chase credit card to purchase a vacation totaling {$2200.00}. Instead, she went on to spend over {$8000.00} on my card without my knowledge or consent. 

When I confronted her, she told me she had canceled the other purchases and that I would be refunded. She then made repeated false promises to pay me back, manipulating me for months. Unfortunately, I believed her and delayed taking action. Once I realized I had been scammed, I asked others for advice and was told I could dispute the charges with my bank. 

When I contacted Chase, I was initially told the charges could not be disputed because : More than 180 days had passed, and I had willingly given her my card. 

I explained very clearly that the card was only authorized for one specific purchase, and all additional charges were unauthorized. Eventually, Chase agreed to review my case, and the disputed charges were temporarily refunded. 
On XX/XX/XXXX, my account reflected that the dispute had been resolved in my favor, and I received a {$1400.00} credit refund for interest I had already paid. Based on this information, I made two major decisions : I canceled my small claims court case against the individual who scammed me, and I began working on a new settlement agreement with her, thinking the matter was now fully resolved by Chase. 

Then, on XX/XX/XXXX, I received a phone call from Chase informing me that all the disputed charges would be re-applied to my account, and the previous credits would be reversed. This sudden reversal has caused me severe emotional distress and financial harm. I had already taken major steps based on the belief that the issue was resolved including dropping my legal case and restarting the settlement process. Chase 's actions have forced me to start over and further delayed my ability to recover my funds. 

I have been a faithful and loyal Chase customer for over 7 years. Ive never filed a dispute before and have always managed my account responsibly. I expected support from Chase during this painful experience. Instead, I feel completely let down. 

Every time I called Chase begging for help, all I was told was, Sorry, but there is nothing we can do. The bank is not responsible for this. Hearing that repeatedly while trying to recover from being scammed emotionally and financially made me feel helpless and abandoned by a company I trusted. 

I am respectfully requesting that the CFPB investigate this case and ask Chase to : Reopen or reconsider the dispute, acknowledging that only one charge was ever authorized and the rest were clearly fraudulent. 
Provide a clear explanation of why the dispute was reversed after a credit was issued. 
Acknowledge the significant harm caused by the misleading resolution, which led me to change legal documents and stop court proceedings. 

I am prepared to provide full supporting documentation, including : Chase communications, Screenshots of the credited amounts And records of the scammers false promises.

Company response to consumer: Closed with explanation