Consumer complaint received 2025-10-23 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: CO

Complaint narrative:
On XX/XX/year>, my wife and I were victims of a deceptive and high-pressure sales scheme at XXXXXX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CO. The merchant misrepresented products as FDA-approved and producing permanent results, processed my credit card out of sight, and never disclosed a no refund policy until after the sale. Later, the merchant sent written text and email confirmation that a FULL REFUND had been issued, which was false. 

XX/XX/year> : Filed the initial chargeback dispute with Chase. Supplied documentation showing the merchant violated Colorado consumer protection laws, misrepresented products with false medical claims and endorsements, and followed a pattern of deceptive business practices. 

XX/XX/year> : Received a dispute denial letter from Chase for {$760.00}, citing the merchants policy. 

XX/XX/year> : Called Chase to inquire about the denial and was advised there was no deadline to file an appeal and that I could submit additional or new evidence. 

XX/XX/year> : Faxed a formal appeal packet with new evidence and documentation, clarifying that the issue was not policy, but Misrepresentation under Visa Reason Code XXXX and the merchants failure to honor a promised FULL REFUND, a violation protected under the Fair Credit Billing Act. 

XX/XX/year> : Called Chase to confirm the appeal was received and routed correctly. Representative XXXX confirmed the XXXX XXXX had the appeal and was reviewing it. She did not mention any deadline or restriction on review. 

XX/XX/year> : Chase issued a second denial letter that was nearly identical to the first, showing no acknowledgment or review of the new evidence. 

XX/XX/year> : Called Chase again to ask whether the appeal delivered on XX/XX/XXXX had been reviewed or escalated to the correct department. The representative " XXXX '' confirmed that : -- Chase does not actually reopen or review new evidence during an appeal, which contradicts the purpose of an appeal. 

-- He said multiple times that you already lost your case and sending new documentation doesnt change the outcome. 

-- He admitted Chase received my appeal packet but said they couldnt include any new documentation because the case was already closed. 

-- He stated we missed our deadline, claiming the case was closed on XX/XX/year> yet we didnt receive notification from Chase until XX/XX/year>. 

-- He also contradicted earlier Chase guidance by now claiming there was a XXXXday limit for appeals, which conflicts with the XXXXday Visa window for misrepresentation disputes. 

Chase misinformed me about my rights, failed to follow Visas required dispute process, and denied my appeal without review. Their letters and calls confirm that no meaningful investigation of my new evidence ever occurred. 

I am requesting the CFPB investigate Chases dispute-handling process for compliance with the Fair Credit Billing Act and Visa Reason CXX/XX/XXXXe XXXX, and require Chase to reopen and properly adjudicate my appeal using the evidence provided.

Company response to consumer: Closed with explanation