Consumer complaint received 2025-08-02 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: TX

Complaint narrative:
In XX/XX/year>2024, JPMorgan Chase contacted me on a recorded line and assured me with confirmation and guarantee, multiple times, that my fraud & dispute claim involving transactions with a fraudulent merchant had been permanently resolved in my favor. The representative explicitly stated the matter was completely closed, that funds were permanently credited back to my account, and that Chase had recovered the funds from the merchant. I confirmed these details through intelligent and specific follow-up questions on the same call, and was repeatedly reassured with 100 % confidence that the resolution was final. Months later, without notice, Chase reversed the credit, re-opened the case without informing me, and withdrew the funds from my account, despite their prior assurances. This reversal appears to have occurred in violation of Chases own representations, and without providing any new evidence or giving me an opportunity to dispute or appeal the reversal. I received no updated correspondence or investigation outcome. Furthermore, my attempts to escalate this issue have been ignored by Chases XXXX Office, and the institution has failed to take responsibility for the misinformation, breach of written and verbal assurances, and mishandling of my funds. To this day my card is unusable and the stress and financial hardship of this issue remain due to Chase 's failure to act in accordance with the law. Electronic Fund Transfer Act ( XXXX ) 15 U.S. CXXXXe Failure to complete a proper investigation within XXXX days ( or XXXX in some cases ) as required under XXXX ( c ). Reversing a provisional credit without providing written explanation or evidence as required by XXXX ( c ) ( XXXX ) ( XXXX  ). Failure to notify the consumer of their right to request documents relied upon in the decision ( XXXX ( d ) ). Debiting the account after the case was closed and the credit was considered final, which may violate XXXX ( c ) ( XXXX ) ( i ) ( A ), especially after affirming a permanent resolution. Civil liability for actual damages, statutory damages, and attorneys fees ( 15 U.S. CXXXXXXXXe XXXXm ). Class action damages up to {$500000.00} or 1 % of net worth, whichever is less. CFPB enforcement may include fines, restitution, and consent orders. Unfair, Deceptive, or Abusive Acts or Practices ( XXXX ) Misrepresenting the finality of the fraud claim decision on a recorded call, which could be considered deceptive. Reversing a closed claim and debiting funds without notice or processunfair and abusive under UDAAP standards. Failing to provide consumers with clear and accurate information necessary to protect their financial interests. Civil monetary penalties ranging from : Up to {$5000.00} per day for violations Up to {$25000.00} per day for reckless violations Up to {>= $1,000,000} per day for knowing violations CFPB may require remediation, fines, public disclosure, and cease-and-desist orders Breach of Contract / Promissory Estoppel ( State Civil Law ) On a recorded call, Chase promised permanent closure and credit of funds. The customer reasonably relied on that promise and took no further action, to their detriment. Reversal of the funds constitutes a breach of that oral agreement, and likely gives rise to a promissory estoppel claim. Monetary damages in state civil court. Potential court order requiring Chase to honor the original credit. Failure to Respond to XXXX Complaints or Provide Due Process Bad faith and negligence in internal resolution procedures Failure to escalate or resolve errors responsibly, potentially exacerbating legal exposure under XXXX and XXXX.

Company response to consumer: Closed with explanation