Consumer complaint received 2025-06-15 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: CT

Complaint narrative:
I am writing to file a formal complaint against JPMorgan Chase Bank concerning their mishandling of a transaction dispute I filed on XX/XX/XXXX, involving a merchant named XXXX. I disputed two transactions for items falsely advertised as authentic but which were later determined to be counterfeit. I provided extensive evidence to support this, including third-party authentication certificates and screenshots from the brands official website confirming that the serial numbers were nonexistent. The third-party authentication services I used are well-known and reputable within the industry, and are widely accepted by major credit card companies, XXXX, and other financial institutions as credible sources for determining authenticity in disputes involving counterfeit goods. 

Prior to contacting Chase, I reached out to the merchant directly and presented this evidence. I also referenced the merchants publicly stated guarantee of authenticity and their life long refund policy in cases where counterfeit items are involved. Despite this, the merchant refused to issue a refund even after I returned the items and submitted proof of return. Merchant had received the returned items on XX/XX/XXXX. 

In support of my dispute, I submitted to Chase : Third-party authentication certificate, Screenshot confirming invalid serial number on the official brand website, A personal statement detailing the issue, XXXX tracking receipt showing the items were returned and delivered to the merchant. 

These were initially submitted via the Chase Dispute Tracker and also sent via fax from a local Chase branch. When Chases Dispute Team later claimed they had not received the documents upon my follow-up call, I sent the full set again via email to Chases Executive Office on XX/XX/XXXX. The merchants own response to Chase during the initial dispute process acknowledged they had received the returned merchandise. 

Despite this overwhelming documentation, Chase denied one of my claims on XX/XX/XXXX, which I had to find out myself and I had to reach out to the executive office and dispute team to let them know that I found out the case was closed in merchants favor because no one from Chase called me first to inform me on their decision. The case was closed in merchants favor stating that the merchandise had not been returned to the merchant. This reason was blatantly incorrect and contradicted by both tracking evidence and the merchants own admission. Prior to the claim denial, a senior dispute XXXX at Chase even acknowledged during a phone call that my case was strong and that the merchant had failed to provide meaningful rebuttal evidence. 

Following this erroneous denial, I resubmitted the XXXX XXXX documentation to the Executive Office on XX/XX/XXXX and called the Dispute Team multiple times. As a result, the case has since been reopened. While I appreciate that step, I want to ensure that this time the dispute is reviewed carefully, accurately, and based on the full set of evidence I submitted. It is critical that Chase does not repeat the serious error that occurred during the initial review. 

Furthermore, I want to emphasize that the third-party authenticator I used to verify the items is the same authentication service the merchant themselves has relied upon. On XX/XX/XXXX, I submitted additional proof to the Chase Executive Office via email, showing that the merchant had previously sold an item on their own website that included a certificate of authenticity issued by the same third-party authentication company I used. This directly demonstrates that the merchant considers this authenticator to be credible and reliable. 

Another problem I am experiencing is that no provisional credit was provided upon the reopening, nor was the earlier automatic rebill ( which was applied when the case was denied ) removed from my account. As a result, my account statement reflects a significantly higher balance than it should, which is impacting my billing cycle and potentially my credit utilization. When I called Chases Dispute Team to ask why the rebill remained, I received conflicting answers from different agentssome of whom incorrectly claimed the credit had already been issued. To date, no provisional credit has been applied, and I continue to be charged for a dispute that is actively under review. 

Worse, this reopened case has again reverted back in the dispute tracker process without explanation, just as it had during the original investigation. I was not notified of this change and have received no communication or updates from Chase regarding why the status changed or what actions are being taken. Ive had to repeatedly reach out myself, often speaking with frontline agents who state they have no access to the case details and can not provide answersclaiming that only senior specialists handle such cases. 

During the course of the dispute process, this is not the first time I observed via the Chase Dispute Tracker that the case status reverted back to an earlier stage. I was never notified of this or given any explanation. Once again, I had to take the initiative to repeatedly call the Dispute Team to inquire why this was happening and what it meantfurther highlighting the lack of transparency and communication throughout this process. 

Most importantly, per Visa Core Rules, particularly Claim Condition XXXX ( Counterfeit Merchandise ), I fulfilled my obligation by submitting a third-party authentication certificate and written statement confirming the items were counterfeit. Once this evidence is submitted, the burden shifts to the merchant to prove authenticity by providing credible documentation, such as a certificate of authenticity and/or an invoice from the official brand. The merchant has failed to submit any such documents. I am concerned that Chase has not enforced this XXXX policy appropriately, despite this being a textbook example of a counterfeit merchandise claim under the rule. 

Additionally, I want to emphasize a serious and urgent development. After I returned the items, the merchant attempted to resell the same returned counterfeit itemsa fact I discovered and submitted evidence of to XXXX XXXX XXXX. More recently, the merchant has publicly advertised on their website that they will be selling all unclaimed items, which strongly suggests a continued effort to recirculate counterfeit goods, including the ones I returned. This represents a major consumer protection risk and adds urgency to the need for this case to be addressed immediately and appropriately. 

Furthermore, I want to ensure that Chase is not treating this as a routine transaction dispute. These two cases involve the sale and shipment of counterfeit goods, which is a serious violation of federal law, including the Trademark Counterfeiting Act of 1984 ( 18 U.S. Code 2320 ). This is a serious matter that involves criminal activity, not simply a customer service issue. Counterfeit merchandise not only defrauds consumers but also undermines legitimate commerce and intellectual property protections.

I respectfully request the CFPBs assistance to : 1. Ensure that Chase properly and fairly re-investigates BOTH disputes under claim XXXX using the evidence I have submitted XXXX. Confirm that Chase is adhering to applicable XXXX XXXX XXXX ( especially Claim XXXX XXXX ) XXXX. Require Chase to issue a provisional credit immediately for the disputed amount and remove the improper rebill 4. Recognize and treat this matter as a serious legal issue involving counterfeit goods, not merely a typical refund dispute 5. Provide a full explanation from Chase of how such a basic and critical error occurred in the original review of one of the cases 6. Address the lack of communication and unexplained case status reversions during the dispute process 7. Prevent similar oversight in future handling of counterfeit-related claims Most importantly, I want to ensure that Chase is properly applying and enforcing Visa Core Rule 13.4, specifically with regard to the merchants obligation to respond with appropriate documentationsuch as an official brand invoiceafter I fulfilled my responsibility by submitting third-party authentication evidence. Chase must ensure this standard is followed and not bypassed. 

Thank you for your time and attention to this matter. I am seeking a fair and lawful resolution to a problem that should never have been dismissed in the first place.

Company response to consumer: Closed with monetary relief