Consumer complaint received 2026-03-06 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: IL

Complaint narrative:
I am filing this complaint regarding Chase Banks handling of a fraud claim involving a {$3200.00} debit card transaction that occurred on XX/XX/XXXX. On XX/XX/XXXX, I paid {$3200.00} using my Chase debit card to an individual named XXXX XXXX XXXX for the development of a fully functional e-commerce website. The service that was advertised and agreed upon was a complete, operational e-commerce site capable of conducting online business. Shortly after the payment, I discovered that the service was fraudulent. Instead of delivering a functional e-commerce platform, the individual only produced a very basic template website created using XXXX that had no e-commerce functionality and did not match the service that had been promised or purchased. Within approximately 10 days of the transaction, I contacted Chase and filed a fraud claim requesting reversal of the payment. Chase initially issued a temporary credit while the claim was investigated. During the investigation, the merchant provided Chase with a screenshot or photocopy of a simple website as evidence that work had been completed. However, this documentation was misleading because it did not reflect the actual service that had been purchased. The product I paid for was a fully functional e-commerce website, not a basic template page. Despite my explanation and dispute, Chase reversed the provisional credit and returned the funds to the merchant. I immediately appealed the decision and again explained that the merchant had misrepresented the service and that the documentation provided was not evidence of fulfilling the agreed contract. Chase again temporarily credited my account during review but ultimately reversed the funds back to the merchant again after the merchant disputed the claim. Since XX/XX/XXXX, I have escalated this matter multiple times through Chase customer service, the fraud department, and through a local Chase branch that escalated the matter to the executive office. Each time I have explained that the merchant misrepresented the service and provided misleading documentation. Recently, I received a letter from the * * United States Department of Justice Victim Notification System indicating that the individual who received my payment, XXXX XXXX XXXX, has been arrested and federally prosecuted for fraud. This confirms that the individual who received my funds was engaged in fraudulent activity. Despite this new and material evidence, Chase has continued to deny reconsideration of my claim. Chase has stated that because the transaction was made with a debit card it falls under * * Visa dispute procedures and Regulation E, and they will not reimburse the loss. However, the denial of my claim relied on documentation submitted by an individual who has since been federally prosecuted for fraud, which calls into question the reliability of the evidence used in Chases original determination. Timeline of Events XX/XX/XXXX {$3200.00} debit card payment made through Chase for a fully functional e-commerce website. Late XX/XX/XXXX ( within ~10 days ) Fraud discovered when the merchant provided only a basic XXXX template instead of the promised e-commerce website. Late XX/XX/XXXX Fraud claim filed with Chase requesting reversal. XXXX Initial Investigation Chase temporarily credited my account during investigation. XXXX Merchant Response Merchant submitted a screenshot/photocopy of a basic website as proof of work. XXXX First Reversal Chase reversed the credit and returned funds to the merchant. XXXX Appeal Filed I disputed the decision explaining that the service delivered was not what was purchased. XXXX Temporary Credit Issued Again Chase re-credited the funds during review. XXXX Second Reversal Chase again returned the funds to the merchant after the merchant disputed the claim. XX/XX/XXXX XXXX I have escalated the issue multiple times through customer service, fraud departments, and a Chase branch escalation to the executive office. XX/XX/XXXX I received notification from the * * United States Department of Justice that the merchant has been arrested and federally prosecuted for fraud. XXXX Despite providing this new information, Chase has declined to reconsider the claim. Resolution Requested I respectfully request that * * JPMorgan Chase reopen and reconsider this dispute in light of the confirmed fraudulent conduct of the merchant and the federal prosecution now associated with this individual. The decision to deny my claim was based on documentation provided by a party who has since been prosecuted for fraud. I believe this constitutes new material evidence that warrants a full reconsideration of the dispute determination. I am requesting reimbursement of the {$3200.00} loss and a formal review of how this claim was handled.I am also requesting that * * JPMorgan Chase confirm whether a reasonable investigation was conducted under the requirements of Regulation E when evaluating my dispute. The banks determination relied on documentation provided by the merchant, who has since been federally prosecuted for fraud according to notification from the United States Department of Justice. Because the original denial relied on information supplied by a now-confirmed fraudster, I believe the investigation should be reconsidered based on new material evidence that directly affects the credibility of the documentation used in the original decision. I respectfully request that Chase reopen the investigation, review the dispute in light of this new information, and provide a detailed written explanation of how the original determination met the requirements of Regulation E given the subsequent criminal prosecution of the merchant.

Company response to consumer: Closed with explanation