Consumer complaint received 2026-02-08 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: MO

Complaint narrative:
I am filing a complaint regarding JPMorgan Chase Banks improper handling of a billing dispute and its failure to reasonably investigate my claim for merchandise that was not received. 

I paid {$710.00} for an order placed with XXXX. Two packages from this order were delivered on the same day to an incorrect address, not my residence. I did not receive these packages and could not retrieve them. The amount associated with the two missing packages totals {$460.00}. 

XXXX and XXXX XXXX Chases Handling : XXXX. ( XXXX ) Initial dispute rejection Chase initially rejected my dispute stating that XXXX reported I did not cancel the order. This reasoning is incorrect and irrelevant, as an order can not be canceled after it has already been delivered, particularly when it was delivered to the wrong address. 
XXXX. ( XXXX ) Additional documentation submitted I submitted documentation showing : Two packages delivered on the same day Delivery to an incorrect address Delivery photos that do not show my residence. I have a visible door mat at my residence that is not present in the delivery photos. 
XXXX. Request for additional review Chase then stated that additional time was needed to review my documentation. 
XXXX. ( XXXX ) Second rejection based on partial refund Chase later claimed the issue was resolved because a refund had already been issued. This was inaccurate. The refund was partial and did not cover the two misdelivered packages, which total {$460.00}. 
XXXX. ( XXXX ) Final rejection relying on merchant refusal After submitting further proof clarifying that the partial refund did not account for the two missing packages, Chase rejected my claim again, stating that XXXX did not agree to issue a full refund and that a partial refund was sufficient. 
XXXX. Failure to reasonably review evidence and barriers to appeal Chase made it difficult to submit an appeal and did not meaningfully review my documentation. I was required to call Chase directly and remain on the line while an agent reviewed my documents in real time, even though my claim had already been denied. This demonstrated that my evidence had not been properly reviewed prior to denial, despite Chase stating that an investigation had already occurred. 
The fact that documentation was reviewed only after I called and insisted on review indicates that my claim was denied without a full or reasonable investigation, and that Chases appeal process is ineffective and burdensome for consumers. 

Why This Is Improper : Chase relied solely on the merchants position rather than independently evaluating the evidence I provided. Whether or not XXXX agreed to issue a refund should not determine the outcome of a billing dispute where goods were not received. 

The evidence clearly shows : Two packages were delivered to the wrong address I did not receive the merchandise The partial refund issued does not correspond to the missing packages Chases handling of this dispute failed to meet reasonable standards for investigation and unfairly shifted the financial loss to me. 

Requested Resolution : I am requesting that Chase : Reverse the remaining disputed charge of {$460.00} Acknowledge and correct its failure to properly review submitted documentation Provide a written explanation of how my evidence was evaluated prior to denial

Company response to consumer: Closed with explanation