Credit card -- Problem with a purchase shown on your statement -- Complaint #17957087
Complaint Overview
Complaint ID: 17957087
Company: Jpmorgan Chase & Co.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Pennsylvania
ZIP Code: 19010
Date Received: 2025-11-27T12:00:00-05:00
Date Sent to Company: 2025-11-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am filing a complaint regarding how Chase Credit Card Dispute Department handled my dispute. My concern is that Chase did not review the case under the correct dispute category and denied the dispute based only on the merchants refusal to issue a refund. Here is what happened In XX/XX/XXXX, I was charged XXXX dollars by a company offering a health related membership or plan. At the time of enrollment, the plan was presented in a way that resembled health insurance. I initially believed the plan provided certain types of coverage. Over time, I discovered that the service I received did not match the descriptions and representations made during enrollment. It took more than a year for me to understand that this was a case of misrepresentation rather than a routine service dissatisfaction issue. In XX/XX/XXXX, after reviewing the facts, I contacted Chase to dispute the charge. I informed Chase that the dispute was related to misrepresentation. Misrepresentation disputes are treated differently under the card network rules and are not limited by the standard 120 day timeframe. I was prepared to provide documents and supporting information. On XX/XX/XXXX, I received a letter from Chase denying my dispute. The letter stated that the merchant was not willing to credit my account because the charge took place too long ago. Chase did not request any additional documentation from me and did not evaluate the dispute under the misrepresentation category. Chase processed the dispute as a standard service dispute rather than a misrepresentation dispute. In a credit card dispute process, the merchants willingness or unwillingness to refund is not the determining factor. The bank is responsible for reviewing the case under the appropriate dispute category, gathering information from the cardholder, and, when applicable, submitting the case through the card network channels for resolution. Because the dispute was denied based only on the merchants statement and because it was not reviewed under the correct misrepresentation category, I am requesting CFPB assistance. I would like Chase to A. reopen the dispute B. assign it to a supervisor or senior dispute investigator C. review the case under the correct misrepresentation category D. process it through the card network dispute process if appropriate
Frequently Asked Questions
What is Complaint #17957087 about?
Complaint #17957087 was filed against Jpmorgan Chase & Co. regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2025-11-27T12:00:00-05:00.
How did Jpmorgan Chase & Co. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Jpmorgan Chase & Co.?
Yes, visit the Jpmorgan Chase & Co. company profile at readthecomplaint.com/company/jpmorgan-chase-co to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.