Consumer complaint received 2025-11-26 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:
I am filing this complaint regarding Chases mishandling and misclassification of my dispute for a purchase made on XX/XX/year> from XXXX XXXX. for approximately {$410.00}. The product was an electric bicycle advertised on XXXX as having a XXXX mile range. After receiving the item, the bicycle only delivered around XXXX miles per charge, which is a significant and material deviation from the advertised performance. 
Because the performance claims were false and misleading, this is a misrepresentation issue under the Fair Credit Billing Act. The merchant offered only to send an additional battery rather than acknowledging the misrepresentation, and Amazons automated return system locked me into an option requiring a physical return, even though the return would cost me money and time and is not required under law when the issue is false advertising. 
Here is the timeline of what happened : XX/XX/year> I purchased the electric bicycle on XXXX. 
After testing, I discovered that the bicycles actual performance ( approximately XXXX miles of range ) was far below the advertised XXXX miles. 
I contacted XXXX, and they refused to acknowledge the false advertising issue. Their system only allowed a return, which would be at my own expense. The merchant instead offered to send another battery, which did not resolve the misrepresentation problem. 
I opened a dispute with Chase and clearly stated that this was a billing error due to false advertising and misrepresentation, not a return merchandise case. 
Chase later denied the dispute on the basis that the merchandise was not returned. This shows that the dispute was misclassified and handled under the wrong category. Misrepresentation claims do not require the consumer to return the merchandise. 
I then spoke with a Chase representative located in the XXXX who acknowledged that the dispute was likely misclassified. I also informed Chase that I filed reports with the FTC and Texas Attorney General regarding deceptive practices by the merchant. She stated that the case would be reviewed again. 
More than a week later, Chase called me again from an overseas call center asking basic questions as if the case had never been reviewed. The representative said she did not understand and claimed that the documentation I previously uploaded was unclear, even though it included my FTC and XXXX  XXXX complaint receipts. 
This indicates that Chase is not properly documenting or reviewing evidence and is repeatedly mishandling the dispute process. 
I requested all future communications in writing or secure messaging because of the repeated inconsistencies and lost information. 
To summarize the issue : The merchant engaged in false advertising. 
I disputed the charge under misrepresentation. 
Chase improperly categorized the dispute as a return required issue. 
Chase denied the dispute solely because I did not return the merchandise. 
Chase representatives contradict each other, fail to read their own notes, and repeatedly restart the investigation as if no prior information exists. 
I submitted FTC and XXXX  Attorney General complaints, but Chase has still not properly reclassified or reinvestigated the issue. 
I am requesting that the CFPB require Chase to : Properly reclassify the dispute as misrepresentation/false advertising under the Fair Credit Billing Act Conduct a correct investigation using the documentation already provided Credit my account for the disputed amount since the merchants advertising claims were materially false Thank you for reviewing this matter.

Company response to consumer: Closed with non-monetary relief