Consumer complaint received 2025-04-22 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: AZ

Complaint narrative:
Dear CFPB officer, Complaint to CFPB Regarding JPMorgan Chase and XXXX XXXX XXXX  Dispute Mishandling Subject : Formal Complaint Against JPMorgan Chase Mishandling of Dispute Involving Fraudulent Transaction with XXXX XXXX XXXX To Whom It May Concern, I am writing to formally file a complaint against JPMorgan Chase for mishandling a dispute I submitted regarding a fraudulent transaction made with an online course provider known as XXXX XXXX XXXXXXXX ( appearing as XXXX XXXX XXXX XXXX XXXX on my statement ). 
Background of the Dispute : On XX/XX/XXXX, I purchased a " No Time Limit '' real estate licensing course for {$420.00} from XXXX XXXX XXXX. This course was advertised with : No time limit so I could study at my own pace Return anytime offering flexibility and consumer protection As someone whose first language is not English, this no time limit promise was critical. I even confirmed it over the phone with XXXX XXXX XXXX before purchasing. 
Fast forward to XX/XX/XXXX, after completing 80 % of the course, I purchased an additional exam prep module from them for {$72.00}. The very next day, I found all my course progress had been erased. Customer service told me the course had expired and that I would have to repurchase and restart, despite : Never being warned of this expiration Their original claim that the course had no time limit The deletion happening before the XXXX mark of my original purchase Then in XX/XX/XXXX, I was fully locked out of the course again and told I had to pay once more to regain access. They refused to honor their original commitment and instead demanded I produce a screenshot of their old marketinga clear attempt to shift the burden onto the consumer. Their customer service later admitted the course expiration date had changed without explanation. 
To make matters worse, the charge on my Chase credit card appears under a completely different business name : XXXX XXXX XXXX XXXX XXXXwhich I never authorized or interacted with directly. 
What Happened When I Contacted Chase : In accordance with Chases own instructions, I mailed a detailed letter to their Dispute Department, including : Full name, address, and contact info Complete credit card number Copies of my Chase statements with the disputed charges Screenshots and documentation from the course A full timeline of events ( see above ) Chase did respond by mail, which proves they received my documentation. However, when I called their Dispute Department at the number in their letter ( on XX/XX/XXXX ), I was bounced between departments and told : They had not received my letter ( despite already replying to it! ) They couldnt locate my account The case could not be processed because the transaction was " too old '' I reminded them that XXXX of the XXXX disputed charges falls within the XXXXyear window, and that both transactions are from the same merchant and part of the same ongoing fraud. They refused to take further action.

Company response to consumer: Closed with explanation