Consumer complaint received 2025-11-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I am filing a complaint regarding JPMorgan Chases handling of a disputed credit-card charge in violation of the investigation and billing-error requirements under the Truth in Lending Act ( TILA ) and Regulation Z ( 12 CFR 1026.13 ). 

On XX/XX/year>, my Chase credit card was charged {$810.00} at XXXX XXXX XXXX for what should have been an approximately {$17.00} pay-by-weight meal. Based on the restaurants posted pricing, this amount would require ordering more than XXXX pounds of food, which is impossible. My prior transactions at this same merchant range from {$10.00} {$31.00}, consistent with their pricing and my normal habits. 

After the first denial, I contacted the merchant directly. Their manager and staff admitted by phone that the charge was made in error and agreed to provide written confirmation. They never followed through despite repeated requests. I have documented evidence of these conversations. 

Despite informing Chase of the merchants admission and submitting extensive documentationincluding travel receipts, call logs, screenshots, correspondence, and a detailed written recordthe dispute has now been denied XXXX times : - XXXX denials by the standard Chase disputes process, and - XXXX denial issued after a supposed executive review by Chases Executive Office.

In every instance, Chase relied solely on the fact that the merchant provided a non-itemized receipt, even though : - The receipt does not substantiate the amount. 
- It provides no breakdown of goods or weight. 
- It fails to contradict my claim in any way. 

An unitemized receipt does not confirm that the amount charged is valid, nor does it show that I received goods or services commensurate with an {$810.00} charge. 

Throughout this entire process, no dispute reviewer ever contacted me, despite Regulation Z requiring a reasonable investigation and despite my repeated requests for direct communication. Chase also failed to proactively provide merchant documentation ; it was only uploaded after I repeatedly pointed out that it was missing. 

Chases decisions appear to have been made without meaningful review, and without considering the full factual record, which includes : - Evidence the merchant verbally admitted the error - Documentation proving the amount was impossible under the merchants pricing - Travel receipts confirming my movements- Prior transaction history establishing normal spending patterns- Chronological logs of calls, messages, and attempts to resolve the issue Regulation Z Violation : Under 12 CFR 1026.13 ( f ), a card issuer must conduct a reasonable investigation and provide a substantive written explanation supported by evidence. Chase has not demonstrated compliance with these requirements. 

What I want : - A full Regulation-Z-compliant investigation - A written explanation supported by evidence, not solely the existence of a non-itemized receipt - Communication from an actual investigator or reviewer - Reversal of the improper {$810.00} charge I have a large, organized body of evidence and can provide it immediately through any secure channel. The case number Chase used is # XXXX.

Company response to consumer: Closed with explanation