Consumer complaint received 2026-02-03 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:
This submission documents JPMorgan Chase Bank, XXXX handling of disputes on the credit card account ending XXXX and demonstrates how Chases dispute record changed over time. 

Pre-dispute notice and knowledge. 
In XX/XX/XXXX, Chase was placed on notice of the disputed activity. After this initial notice, the consumer sent multiple certified letters with return receipt requested formally demanding that disputes be opened and handled correctly. Chase had advance knowledge of the disputed charges before any CFPB filing. 

Initial dispute denials prior to CFPB involvement. 
On XX/XX/XXXX and XX/XX/XXXX, Chase issued written dispute closure letters for account ending XXXX stating that it was not able to fulfill the consumers requests and that the disputes were closed. These letters included Claim IDs and constituted final dispute denials. Chase did not explain what investigation was performed, what evidence was reviewed, or why the charges were considered valid. 

CFPB escalation. 
After Chase failed to act on the certified demands and had already issued dispute denials, the consumer filed the first CFPB complaint on XX/XX/XXXX, placing Chase under regulatory oversight. 

Reprocessing and inconsistent correspondence. 
Following the CFPB filing, Chase issued additional letters stating that it was researching the charge ( XXXX ) you disputed recently, effectively reprocessing disputes that had already been closed. These letters did not acknowledge the prior denials or explain what had changed. 

Adverse account action and explicit denial. 
On XX/XX/XXXX, Chase closed the account citing activity reflecting a pattern of abuse of the claims process, directly referencing the consumers exercise of dispute rights. On XX/XX/XXXX, Chase issued a written dispute resolution letter explicitly stating that the disputed charge was valid and would remain on the account. This constituted an express denial. 

Removal of prior dispute records from the portal. 
Letters dated prior to XX/XX/XXXX are included in the attached PDF to demonstrate that Chase previously issued dispute acknowledgments and denials. A screenshot of the Chase online account portal shows that, when filtered to display the last XXXX days of notices and letters, only correspondence dated XX/XX/XXXX appears and the system states that the end of available documents has been reached. Earlier letters dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, XXXX of which are included in the attachmentno longer appear in the portal. 

Purpose of this submission. 
This submission is provided to preserve an accurate record of Chases dispute handling. The attached exhibits show that Chase issued multiple dispute determinations and later altered the consumer-facing record after CFPB escalation. Copies of the correspondence are submitted because they no longer appear in Chases online system.

Company response to consumer: Closed with explanation