Checking or savings account -- Problem with a lender or other company charging your account -- Complaint #18398384
Chase Denies Dispute Despite Merchant Confirmation of Unsuccessful Transaction
Complaint Overview
Complaint ID: 18398384
Company: Jpmorgan Chase & Co.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Money was taken from your account on the wrong day or for the wrong amount
State: California
ZIP Code: 95843
Date Received: 2025-12-31T12:00:00-05:00
Date Sent to Company: 2026-01-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Risk Assessment
Risk Level: medium
The consumer disputes a charge that the merchant themselves has confirmed was not successful and for which no funds were received, yet the bank is upholding the charge.
Consumer Sentiment: negative
Topics: Billing error, Dispute resolution, Unauthorized transaction
AI Analysis
CFPB complaint 18398384 was filed against JPMORGAN CHASE & CO. regarding Checking or savings account (Checking account), specifically about "Problem with a lender or other company charging your account". A consumer disputes a charge on their checking account with JPMorgan Chase, claiming the merchant confirmed the transaction was unsuccessful and no funds were received, yet Chase denied the dispute. The complaint was received on December 31, 2025 from California. The company responded with "Closed with explanation".
Consumer Narrative
On XX/XX/XXXX, a charge of {$930.00} was made on my Chase card for a purchase with UndercoverTourist.com. The order did not go through successfully, no tickets were issued, and no service was provided. The merchant later confirmed in writing that the order was unsuccessful and that they did not receive any funds. I filed a dispute with Chase and provided the merchants written confirmation as evidence. Despite this, Chase denied my dispute, stating that the transaction was valid and refusing to accept the merchants own statement. Chase issued a provisional credit during the investigation and later informed me that the credit will be removed in XX/XX/XXXX. I believe this is a billing error, as the merchant confirms no funds were received and no service was rendered, yet Chase is holding me responsible for the charge
What You Should Do -- Consumer Action Plan
If a merchant confirms a transaction was unsuccessful and no funds were received, consumers should continue to dispute the charge with their bank and provide all available evidence.
Legal Context & Consumer Protection Laws
This situation may involve violations of the Electronic Fund Transfer Act (EFTA) and Regulation E, which govern unauthorized electronic fund transfers and billing errors.
Regulatory Insight
Banks must investigate disputes thoroughly and cannot simply dismiss evidence provided by the consumer, especially when it comes directly from the merchant.
Resolution Likelihood
likely
State-Specific Consumer Protections
This issue occurred in California (CA), and state consumer protection laws may offer additional recourse.
Industry Comparison
It is uncommon for banks to deny disputes when the merchant explicitly states the transaction was unsuccessful and no funds were exchanged.
Related Issues
Frequently Asked Questions
What is CFPB complaint 18398384 about?
CFPB complaint 18398384 involves Checking or savings account (Checking account). The consumer reported an issue with "Problem with a lender or other company charging your account", specifically "Money was taken from your account on the wrong day or for the wrong amount". This complaint was filed against JPMORGAN CHASE & CO. on December 31, 2025.
Which company is complaint 18398384 filed against?
Complaint 18398384 was filed against JPMORGAN CHASE & CO.. You can view all complaints against this company on their profile page at /company/jpmorgan-chase-co.
What was the company's response to complaint 18398384?
JPMORGAN CHASE & CO. responded with "Closed with explanation". The response was marked as timely by the CFPB.
When was complaint 18398384 filed?
Complaint 18398384 was received by the CFPB on December 31, 2025. It was sent to JPMORGAN CHASE & CO. on January 1, 2026.
What state was complaint 18398384 filed from?
Complaint 18398384 was filed from California. You can view all complaints from this state at /state/CA.
Was the consumer satisfied with the resolution of complaint 18398384?
Dispute information is not available for complaint 18398384.
What product category is complaint 18398384 about?
Complaint 18398384 is categorized under "Checking or savings account", specifically "Checking account". This is one of the product categories tracked by the CFPB.
How was complaint 18398384 submitted?
Complaint 18398384 was submitted via Web. The CFPB accepts complaints through web, phone, mail, email, fax, and referral channels.
What are the consumer's legal options for complaint 18398384?
This situation may involve violations of the Electronic Fund Transfer Act (EFTA) and Regulation E, which govern unauthorized electronic fund transfers and billing errors. This relates to a Checking or savings account complaint against JPMORGAN CHASE & CO. involving "Problem with a lender or other company charging your account".
How likely is complaint 18398384 to be resolved?
Resolution likelihood: likely. The company's current response is "Closed with explanation". The company did respond in a timely manner, which is a positive indicator.
What does the risk level mean for complaint 18398384?
This complaint is rated as medium risk. The consumer disputes a charge that the merchant themselves has confirmed was not successful and for which no funds were received, yet the bank is upholding the charge.
What regulatory actions apply to complaint 18398384?
Banks must investigate disputes thoroughly and cannot simply dismiss evidence provided by the consumer, especially when it comes directly from the merchant. The CFPB tracks complaints like this one to identify patterns of misconduct across the Checking or savings account industry.
What should the consumer do about complaint 18398384?
If a merchant confirms a transaction was unsuccessful and no funds were received, consumers should continue to dispute the charge with their bank and provide all available evidence.
Are there state-specific protections for complaint 18398384?
This issue occurred in California (CA), and state consumer protection laws may offer additional recourse. This complaint was filed from California.
How does complaint 18398384 compare to industry norms?
It is uncommon for banks to deny disputes when the merchant explicitly states the transaction was unsuccessful and no funds were exchanged.
What steps can a consumer take if their bank denies a dispute despite clear evidence from the merchant?
Consumers can escalate the dispute to higher levels within the bank, file a complaint with the CFPB, and potentially seek legal counsel if the amount is significant.
Under what circumstances can a bank legally deny a dispute if the merchant confirms no service was rendered?
A bank might deny a dispute if the consumer cannot provide sufficient proof of non-receipt of goods or services, or if the dispute falls outside the bank's stated dispute resolution policy timelines.
Disclaimer
This analysis is AI-generated and does not constitute legal advice.