Consumer complaint received 2026-01-13 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: CA

Complaint narrative:
Complaint Against Credit Card Issuer for Failure to Properly Investigate Billing Dispute Consumer Information Credit Card Issuer : JPMorgan Chase Bank , N.A . ( Chase ) Transaction Amount : {$1800.00} Merchant : XXXX ( XXXX XXXX XXXX ) Service Type : Online educational course for a minor Dispute Type : Services not rendered as advertised / Misrepresentation Summary of the Issue I am filing this complaint due to Chases failure to conduct a fair, reasonable, and thorough investigation into a billing dispute involving misleading services and non-delivery as promised. Despite providing documentation and repeated explanations, Chase ruled in favor of the merchant without adequately reviewing the evidence or addressing the core issue of misrepresentation and non-performance. 
Detailed Explanation In reliance on advertisements viewed on XXXX, we enrolled our XXXX minor daughter in an XXXX online mathematics course offered by XXXX for {$1800.00}. The course was advertised as providing XXXX one-hour classes per month, focused on teaching innovative math techniques suitable for her age group. 
Prior to enrollment, XXXX explicitly assured us that : If the student did not understand the teacher, or If the class quality was not satisfactory, they would change the class or teacher, or allow cancellation with a refund. 
However, once classes began, the service delivered was materially different from what was advertised : Our daughter was placed in a class with significantly younger children, making the course inappropriate for her level. 
A substantial portion of class time was spent on unrelated personal discussions rather than instructional content. 
The instructor frequently faced internet and technical issues, resulting in students being unable to hear or follow the lesson. 
The effective instructional time was far less than the promised one hour per class. 
Due to these issues, we contacted XXXX multiple times via email and phone, requesting either : A change of class/teacher, or Cancellation and a refund XXXX representatives advised us not to attend the existing class and assured us that a new class and teacher would be assigned. Relying on this assurance, we waited. Despite repeated follow-ups, no new class was ever provided, and the service was neither corrected nor refunded. 
Eventually, when we requested formal cancellation and refund, XXXX failed to process either. 
Credit Card Dispute and Chases Failure to Investigate We then filed a dispute with Chase, providing : Written communications showing XXXX  assurances Evidence of repeated attempts to resolve the issue Explanation that services were not rendered as promised Chase ruled in favor of the merchant, stating : There was no way to determine whether the teacher quality was inadequate We were required to attend 30 classes before cancellation This decision is fundamentally flawed because : We were explicitly told not to attend further classes while awaiting reassignment We relied on the merchants representations in good faith Chase did not review or acknowledge our email evidence Chase failed to address the dispute as misrepresentation and non-delivery, focusing instead on attendance We made multiple attempts to explain this to Chases dispute team, but our concerns were repeatedly dismissed without substantive review or engagement. 
Basis for CFPB Complaint Chase failed to meet its obligations under the Fair Credit Billing Act ( FCBA ) by : Not conducting a reasonable investigation Ignoring relevant documentary evidence Accepting the merchants assertions without verification Mischaracterizing the dispute as subjective dissatisfaction rather than non-delivery of services Resolution Requested We respectfully request that : Chase reopen and properly investigate the dispute All submitted evidence be fully reviewed The charge of {$1800.00} be reversed, as the services were materially misrepresented and not delivered as promised We are seeking CFPBs assistance to ensure a fair and lawful resolution.

Company response to consumer: Closed with explanation