Consumer complaint received 2025-01-16 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: OH

Complaint narrative:
Subject : Formal Complaint Regarding Mishandling of Fraudulent Dispute Chase Bank Case XXXX XXXX XXXX Dear CFPB, I am filing this complaint to report Chase Bank 's mishandling of a dispute regarding a fraudulent transaction on my account, which has caused financial harm and significant distress. Despite providing ample evidence proving the fraudulent nature of the charge, Chase has failed to resolve the matter appropriately, demonstrating a lack of thorough investigation and disregard for customer protection. 

Summary of the Dispute Transaction Amount : {$590.00} Transaction Date : XX/XX/year> Merchant : XXXXXXXX XXXX  ( a fraudulent website ) I initiated the dispute with Chase on XX/XX/year>, after identifying the following fraudulent activities by the merchant : XXXX XXXX altered the shipping information, delivering the package to a different individual named XXXX at an address in XXXX, Ohio, rather than my address in XXXX. 
USPS confirmed the package was not addressed or delivered to me.

The merchant provided falsified documents to Chase, which were confirmed by a Chase representative to have been modified.

The transaction was processed in XXXX, despite the merchant claiming to be a U.S.-based company. 
Chase initially closed the case after accepting the merchants falsified documents without properly reviewing the clear evidence I provided, including : USPS tracking information confirming the fraudulent delivery. 
Screenshots of the merchants website, which has since been shut down and removed by XXXX for fraudulent activity. 
Verification from Chase representatives that the documents submitted by the merchant were falsified.

Impact of Chases Mishandling Despite multiple follow-ups and clear evidence supporting my dispute, Chase has re-billed the {$590.00} charge and imposed interest and late fees on my account. This has resulted in financial harm, loss of trust, and significant frustration as a consumer. 

Resolution Attempts I followed up with Chase multiple times, including written correspondence on XX/XX/year>, and XX/XX/year>, urging them to re-examine the evidence and resolve the dispute. However, no resolution has been provided, and Chase continues to allow fraudulent activity by accepting falsified documents and failing to act in good faith. 

Requested Resolution Reversal of the fraudulent charge of {$590.00}. 
Reimbursement of all interest and late fees associated with the unresolved dispute. 
A formal explanation of Chases investigation process and why the evidence I provided was deemed insufficient.

A review of Chases dispute resolution policies to ensure other consumers are not subjected to similar mishandling of fraud claims. 
Chase Bank 's failure to adequately investigate and resolve this matter demonstrates a violation of consumer trust and financial protection standards. I am requesting the CFPBs assistance in addressing this issue and ensuring that Chase takes accountability for its negligence. 

Thank you for your time and support in resolving this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation