Consumer complaint received 2026-01-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I am filing a complaint against JPMorgan Chase Bank , N.A . about its handling of my debitcard dispute and reversal of provisional credit in violation of Regulation E ( 12 CFR Part 1005 ) and CFPB standards. 
My checking account ending in XXXX and debit card ending in XXXX were used for XXXX debit card transactions totaling {$3400.00} from XXXX XXXX XXXX to a mobile gaming app listed as XXXX XXXX ( XXXX ) and XXXX XXXX XXXX XXXX ( XXXX ). During this period the app repeatedly malfunctioned, including frozen spins that never resolved, blank result screens after bets, forced logouts, recurring network/connection error messages such as XXXX, and Error Code XXXX displaying fail. I have contemporaneous screenshots and inapp chats where the merchant acknowledges technical problems and states they were escalated. This is a dispute about undelivered digital services due to a platform malfunction, not a disagreement about normal gaming losses. 
My XXXX and XXXX statements show extensive play on the same platform with typical wins and losses and no other disputes, which demonstrates I accepted ordinary losses and only disputed this isolated malfunction window. 
On XX/XX/XXXX, after I reported the malfunction, Chase issued a provisional credit of {$3100.00} ( the total disputed charges are {$3400.00} ). Later, Chase required me to use its secure portal to submit evidence but imposed a 5 MB perfile limit, which prevented me from uploading my primary file of 39 screenshots and chat records even after compression. I notified Chase that the system would not accept the full evidence and requested an alternative way to submit it, but no alternative was provided. 
On XX/XX/XXXX, XXXX, and XXXX, XXXX, Chase reversed the full {$3100.00} provisional credit in three separate entries, citing only generic merchant/thirdparty information and providing no transactionlevel explanation or discussion of the documented malfunctions and Error Code XXXX. On XX/XX/XXXX, I sent a detailed written appeal to the Chase executive office and claims department. On XX/XX/XXXX, they denied my appeal with another generic response that did not address my evidence or explain how it was weighed against the merchants own acknowledgments of technical issues. 
On XX/XX/XXXX, the executive office informed me by phone that they would review the case again. On XX/XX/XXXX, they called back and again denied the claim, stating that the merchant had provided proof I received [ my ] goods, meaning only that spins were credited to my account. They did not address that those spins were unusable because of ongoing errors. When I asked to see the proof and any documents relied upon in making this determination, they refused and said that information was internal and would not be disclosed. 
Under 12 CFR 1005.11 ( c ) ( d ), a financial institution must conduct a reasonable investigation of an alleged error and, if it concludes no error occurred, provide a written explanation of its findings and, upon request, copies of the documents it relied on in making its determination. Chase has not provided a meaningful written explanation that addresses the actual malfunction evidence and has explicitly refused to provide the merchant records or internal materials used to deny my dispute. 
Because the provisional credit was removed and the claim denied, my account has remained overdrawn with overdraft and related fees. I have been unable to secure housing because landlords and rentalapplication services that see my negative balance have denied my applications. I have struggled to obtain employment where background or financial checks reveal my overdrawn primary account. I also lost my vehicles extended warranty and suffered broader financial instability. These are substantial injuries that I could not reasonably avoid after Chase reversed the funds and refused to correct the error.

Company response to consumer: Closed with explanation