Consumer complaint received 2025-03-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
On XX/XX/XXXX, while recovering from a XXXX XXXX XXXX, I enrolled in a coaching program with XXXX XXXX XXXX, paying {$12000.00} upfront through two transactions ( {$9500.00} and {$2500.00} ). 

During the sales call, I was stuttering and could barely talk, and XXXX XXXX knew I was cognitively impaired. He assured me that he had worked with people with XXXX XXXX before and convinced me that his program would help me launch an online business so I could continue my medical care. He also knew I was medically not clear to return to work XXXX XXXX ( which got extended ) I told him directly that I had only four months of financial reserves left from my insurance claim after the car accident. He used that vulnerability to close the sale. 

By XX/XX/XXXX, I realized the program was not what he promised : There was no direct support or phone communicationonly group calls and email. 
Due to my XXXX XXXX, it took me hours just to type a few sentences. This made the program inaccessible. 
XXXX XXXX refused to offer accommodations or provide a refund, despite knowing my situation. 
XX/XX/XXXX Initial Attempt to Get Help from Chase I tried to get help from Chase in XX/XX/XXXX, but I was still severely cognitively impaired from my XXXX XXXX. I called and told the representative I need to report and get it reverseddoing my best to explain, but I was stuttering, confused, and struggling to form sentences. 

The representative listened and then said, Looks like you got scammed. 

Thats when I started crying. 

I asked, Youre not going to help me? But they offered no support, no options, no guidancenot even an explanation of the dispute process or any mention that there was a time limit to file. I was baffled as Chase has always been great at protecting my account. But I couldnt advocate or escalate it. 

At that time, I was still medically unfit to work, unable to process complex information, and absolutely incapable of advocating for myself. Chases failure to explain my rights or offer help at that critical moment is exactly why this charge wasnt disputed within the standard 120-day window. 

XX/XX/XXXX The Turning Point On this day, I called Chase only to request the name of the credit card processor so I could file a complaint with the FTC. I was just trying to stand up for myself. ( From a freinds advice, I didn't know I had rights ) I did not ask for a refundI had no idea that was possible. 

After hearing my full story, the Chase representative acknowledged the harm and voluntarily issued a refund of the {$12000.00}. Chase recognized I had been misled and exploited. If additional steps ( like verifying with XXXX ) were needed, they should have done that before issuing the refund, not after putting me in further harms way. I thought finally some justice and something good happnediing for me. As from all the stress and over work developed XXXX  and XXXX XXXX and I have been out of work. 

XX/XX/XXXX Chase Reverses the Refund Chase reversed the original refund, putting me {$12000.00} into overdraft, despite : Their own voluntary refund on XX/XX/XXXX My documented medical and financial hardship The FTC complaint I filed for fraudulent misrepresentation The fact that I was still recovering, and only recently regained enough cognitive ability to fully advocate for myself I was not given proper notice or due process. I called Chase as soon as I saw the reversal and was told XXXX  would not allow an exemptionbut this entire problem began because Chase failed to help me when I originally called in XXXX. That is what caused the timing issue in the first place. 

Why Chases Reversal Must Be Corrected : Chase had full knowledge of my medical and financial vulnerability. 
I originally called them within weeks of the charge, but they failed to help when I was most vulnerable. 
Their XXXX refund was a correction of their earlier negligence. 
Their reversal was unauthorized, damaging, and procedurally unfair. 
I am now in collections, after already losing my last financial reserves, my health, and the ability to get proper care. 
This isnt just about moneyits about predatory exploitation of a medically XXXX consumer, compounded by Chases failure to protect me and then punishing me again after trying to make things right. 

Requested Resolution : Immediate reinstatement of the original refund : {$12000.00} credited back to my account Review of Chases internal handling of medically vulnerable clients and delayed disputes Investigation into why Chase allowed Visa to override a justified refund without further due diligence or communication CFPB intervention to ensure XXXX consumers like me are not pushed into overdraft and collections after being exploited Why This Took So Long : I was cognitively and emotionally incapable of advocating for myself until recently. 
XXXX XXXX  false promises led me to work XXXX hours a week while still in recovery, which severely harmed my health. 
I was not able to file this complaint or defend myself until now, when my XXXX  finally began healing enough to understand and take action. 
I urge the CFPB to take immediate action to investigate and correct this before more harm is done.

Company response to consumer: Closed with explanation