I ordered an XXXX XXXX from XXXX on XXXX of XXXX. Products were never received and delivered to the wrong house ( proof ). I contacted their support team and the XXXX service ; both acknowledged my parts got delivered to the wrong house ( proof ). XXXX was going back and forth with me on a reduction, however they stopped relying to my emails after a couple days even when I would still try to reach back ( proof ). This left me no choice but to contact the bank for unreceived goods. XXXX was aware of this as they sent me an email XXXX weeks after I had filed a complaint saying they were aware of it. Bank sided with me, however XXXX MONTHS later, XXXX decided to file a complaint with my bank and my bank took their side for no reason at all! When I called my bank all they told me is yes we gave them the money back because they want to talk to you, they have your money now ready to disburse to you. Sounds great right?…
CFPB COMPLAINT DATABASE
JPMorgan Chase
927 real consumer complaints filed against JPMorgan Chase at the Consumer Financial Protection Bureau in the last 12 months. 123 received relief from the company. Median federal response time: 15 days.
Most common issues
- 01Managing an account275
- 02Problem with a purchase shown on your statement103
- 03Problem with a lender or other company charging your account74
- 04Other features, terms, or problems71
- 05Closing an account59
Top states filing
How others won relief
These complainants filed at the CFPB and the company refunded or credited money in response. The CFPB doesn't force outcomes, but it does force a response in 15 days.
I am filing this complaint regarding three overdraft fees totaling XXXX dollars charged to my checking account ending in XXXX. On XX/XX/year> at approximately XXXX XXXX XXXX ET, I received an alert from Chase stating that my account was overdrawn with a negative balance of about XXXX dollars. Within hours of receiving that alert, I took immediate action and made a cash deposit at a Chase ATM in XXXX Florida at XXXX XXXX XXXX on XX/XX/year> in the amount of XXXX dollars. This deposit fully covered the negative balance and restored my account to a positive balance. Despite correcting the overdraft within hours, Chase assessed three separate overdraft fees of XXXX dollars each. These fees were tied to small transactions that occurred within the same short time period and during what appears to be a single continuous overdraft event.…
I'm a Chase Sapphire XXXX customer, and Ive always kept my account in really good standing. Starting back on XX/XX/XXXX, I ended up with exactly XXXX cash-advance fees of {$10.00} each from small gambling and sports betting deposits I made. There are also 3 more pending transactions that will probably add the same fees. I honestly didnt notice at all that every single one of those small deposits was being treated as a cash advance. I had no idea each one was hitting me with the full {$10.00} fee plus interest right away. I only realized how much it added up when I finally sat down and looked closely at my statements. Ive paid the whole balance off in full every single month principal, fees, everything without missing a beat. When I called Chase recently, they were only able to refund the 2 most recent fees and said they couldnt do anything about the rest. This was just an honest mistake on my part.I didnt understand that gambling deposits would trigger cash-advance fees like that.…
On XX/XX/year>, I made a reservation on XXXX for XXXX people to dine at XXXX XXXX XXXX on XX/XX/year> at XXXX. This reservation was made using the Chase Sapphire Reserve Exclusive Tables feature and listed as an eligible and participating restaurant as part of the semi-annual {$150.00} Chase XXXX XXXX XXXX XXXX JPMorgan XXXX XXXX. As shown in the attachments, you will see the reservation for XXXX clearly stating that this restaurant is eligible for the benefit. The {$170.00} charge was posted to my JPMorgan Reserve card on XX/XX/year>. It was recognized as a dining transaction and received the incremental rewards ( points ) associated with the purchase, as seen in the attached record of charge. It did not, however receive any qualification for the Chase Dining credit. Since then, I had made XXXX additional reservations and purchases at the same restaurant as shown in the attached, XX/XX/XXXX for {$220.00}, and XX/XX/XXXX for {$200.00}. None of which received the rewards.…
I am submitting this complaint regarding Chase Banks refusal to resolve a legitimate dispute for a charge of {$3000.00} from a mechanic shop ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). Despite providing full documentation proving that the work charged was either not perfor I have supplied the following evidence : 1. Original invoices and receipts from the mechanic shop 2. Written estimates and work orders 3. Photographs showing the work was incomplete or faulty 4. Bank statements clearly showing the {$3000.00} charge I have attempted to resolve the issue with Chase through their standard dispute process, including contacting their customer service representatives. I requested escalation to a Senior Dispute Specialist/ Special Investigations Unit, but my case was still denied without a satisfactory explanation.…
Recent complaints
The 30 most recent complaints against JPMorgan Chase where the consumer chose to publish their narrative.
RE : Formal Complaint and Demand for Resolution Bank Fraud Claim Against JPMorgan Chase Bank , N.A . To Whom It May Concern : I, Account Holder, submit this formal written complaint and demand for resolution against JPMorgan Chase Bank , N.A . ( Chase ) in connection with unauthorized and fraudulent activity perpetrated against my Chase checking and savings accounts. I respectfully request that this matter be escalated to the appropriate supervisory or regulatory authority and that Chase be compelled to provide a substantive response, a defined resolution timeline, and full restitution of funds lost as a result of the fraud described herein. I. STATEMENT OF FACTS A.…
On XX/XX/year> I mailed a written request to JPMorgan Chase Bank ( XXXX, DE ) to close my credit card account and reverse the annual fee. This account had been unused for over a year, and there was no reason for it to remain open or incur charges. Chase ignored my written request and did not provide any response or follow-up statement, leaving me unaware that the account remained open. When I later contacted Chase, including speaking with supervisors and using secure messaging, none of the representatives acknowledged or considered my XX/XX/XXXX letter, and my requests for a refund were flatly denied, showing an unfair distrust of my legitimate request. On XX/XX/XXXX, I was told the annual fee could not be refunded because 41 days had passed since the statement closing date. This is entirely due to Chases failure to act on my prior written instructions and lack of communication.…
I recently switched my primary bank account from XXXX XXXX to XXXX and moved all my funds there, but I forgot to update my payment method on my Chase credit card. As a result, a payment was taken from my old XXXX XXXX account, which no longer has funds, and now shows a negative balance of - {$130.00}. This payment was automatically pulled from my XXXX bank on XX/XX/year>. I have updated my payment method to my XXXX account, and I want to see if the payment can be reprocessed from there instead. I also wanted to ask if any fees associated with this situation can be waived since this was an honest mistake.
I am filing this complaint because Chase has engaged in a pattern of unfair, deceptive, contradictory, and harmful conduct toward me, causing financial harm, disruption of banking access, and potential damage to my personal and business interests. This is not an isolated issue. I have previously reported serious concerns regarding Chase, but additional facts and evidence require me to file this complaint again. In XX/XX/XXXX, Chase closed my personal account. After that closure, I was informed that there was no outstanding overdraft, unpaid balance, or unresolved debt on the account. I retained phone records and related evidence concerning that confirmation. However, in XX/XX/XXXX, Chase solicited, invited, and guided me to open both a new personal account and a business account at the same time. Chase approved those accounts through its own internal system and allowed me to rely on that banking relationship. Chase later closed those newly opened accounts as well.…
I was accidentally sent my ex husbands credit card from XXXX XXXX on XX/XX/XXXX. I never asked for his credit card nor ever mentioned his name on any calls with Chase, I simply asked for my replacement credit card. I was granted an out of state move by XXXX XXXX of Signature Resolution on XX/XX/XXXX to safely get my XXXX XXXX XXXX daughter and I away from my ex husband in XXXX that has a permanent XXXX XXXX XXXX XXXX XXXX XXXXXXXX on him to protect myeslf and my daughter. It is imperative he not know my address, yet Chase released my address in XXXX to him by somehow messing up so badly and sending me his credit card. I am now being investigated by the XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX for stealing my exhusbands credit card of which I had XXXX involvement. I simply asked for my own replacemnt credit card.…
I received a call on Friday XX/XX/XXXX at XXXX PST. The caller ID said Chase Bank and the phone number on the caller ID was XXXX. The person on the line was a man, I think his name was XXXX. I bank with Chase so getting a call from Chase is not unusual. He told me that someone had tried to open a new Chase account under my phone number. He asked me to verify my address and phone number and that was it. He said that they closed this fraudulently created account but that I needed to talk with customer support at XXXX. He said the person who tried to open the second bank account with my information was also trying to send my money using XXXX. So he transferred me to another customer service agent. This time it was a woman and I don't remember her name. This is where I got really confused. She had me send " test '' payments using XXXX and XXXX. She said we are going to cancel these transactions after we're done, as they are just for verification.…
On XX/XX/2026, Chase sent me a fraud alert regarding XXXX XXXX activity on my account ending in XXXX. Chases own fraud system flagged the activity as suspicious and asked me to confirm whether I authorized it. On XX/XX/2026, a debit of {$3100.00} from XXXX XXXX XXXX XXXX my account. After the transaction posted, I contacted Chase to dispute the charge and request that it be handled through Chases fraud/error investigation process. Instead of properly opening and processing the claim, Chase representatives redirected me back to the merchant and refused to meaningfully intake, classify, or investigate the disputed transaction. I also requested an explanation for why Chase flagged the activity as suspicious on XX/XX/2026 but still allowed the charge to post. On XX/XX/2026, I contacted Chase again to escalate the matter.…
In XX/XX/year> I entered into a one time coaching contract with a Canadian-based coach for $ XXXX. The contract was specifically for services to be rendered by the named coach directly. Within the first week he attempted to substitute a different coach without my knowledge or consent, which I objected to in writing. I requested cancellation and a refund at that time. Despite this, the merchant continued charging my card $ XXXX for 5 months total months beyond the contract term itself with zero services rendered. I have text message documentation of the entire dispute including my cancellation request and his acknowledgment. I contacted Chase to dispute all 5 charges totaling {$2200.00}. Chase refused to dispute 2 of the charges citing their XXXX policy window despite my XXXX account history and clear evidence of merchant fraud. I am requesting Chase honor disputes on all 5 charges given the documented unauthorized nature of these charges.
This complaint concerns multiple Chase credit card accounts for which I entered into settlement agreements requiring final payments on XX/XX/year>. I did not realize until shortly after that date that the final payments had not been completed. Upon discovering this, I took immediate steps to resolve the issue. On XX/XX/year>, I made the final payments on two of the accounts and contacted Chase the same day to confirm the status before completing payments on the remaining accounts. During that call, I was informed for the first time that the settlement agreements had been revoked. I had not received any prior notice that the settlements were in default or that they would be revoked, and I was not provided an opportunity to cure or complete the agreements. During the same call, I was encouraged to dispute or cancel the payments I had already made. I had made those payments in good faith in an effort to complete the settlements.…
This is a Summary of the Fraud Issue I sent to Chase Bank with no response as of today : I am writing to formally escalate an urgent and deeply concerning issue regarding repeated unauthorized ACH withdrawals from my account totaling approximately {$10000.00}. I initially reported this fraud in XXXX through my XXXX XXXX XXXX and immediately took corrective steps, including changing my account. Despite this, the fraudulent activity continued through both XXXX and XXXX. To date : Multiple fraud claims ( at least XXXX ) have been submitted on my behalf Each claim has been denied by the fraud department The unauthorized ACH activity persisted even after it was reported and documented My banking team has acknowledged that this is clearly fraudulent activity, yet no meaningful investigation or resolution has occurred At this point, I am extremely concerned that : XXXX. My account was not adequately protected after the initial fraud report XXXX.…
I am requesting a full refund of the amount charged to my Chase checking account for the returned merchandise. The item was shipped to me by XXXX, and I returned it the same day it was received. Tracking confirms the return was delivered to the merchant on XX/XX/XXXX. Despite this, I did not receive a refund. After 27 days, instead of issuing my refund, the merchant sent out another item without my authorization and to an incorrect address. I have made multiple attempts to resolve this issue with the merchant and XXXX, but they have failed to provide a refund. I have proof of return, delivery confirmation, and my communication attempts. I expect a full refund to be issued to my account.
Between XX/XX/year> and XX/XX/year>, a total of eleven unauthorized transactions were made using my card, including ten charges of {$39.00} and one charge of {$9.00}, totaling approximately {$400.00}. These charges were processed through XXXX but are associated with an XXXX XXXX that does not belong to me and uses an email address I do not recognize. The billing location listed for these transactions is in Delaware, which is incorrect, as I reside in XXXX, Texas and have never used that address. The billing information tied to these transactions does not match my personal information. Claim Number : XXXX XXXX XXXX XXXX : XXXX I did not authorize these transactions, did not provide my card information to this account, and did not receive any goods or services from these charges. I contacted XXXX and requested a second review. XXXX denied the refund based on internal policy but indicated the charges appear to be fraudulent and advised me to work with my bank.…
Back on XX/XX/year>. Someone used my personal information without my consent to gain access to my XXXX XXXX account and fraudulently open a savings account and authorize the transfer of {$2800.00} from my linked external checking account over to the savings account. This was only possible because I have a credit card with XXXX XXXX and have my Chase account linked to pay my bills. I DID NOT AUTHORIZE THIS. I reported the fraudulent activity right away, The account was frozen and under an investigation and I was told repeatedly that we are working on the backend with Chase on getting the money sent back to my Chase account. Nearly 4 months later I noticed that he withdrawal was a made on XX/XX/XXXX for the full amount, and XXXX XXXX XXXX is refusing to tell me where the funds went and would not reimburse the money back to me and that I needed to resolve this with Chase Bank.…
I deposited XXXX third-party checks totaling approximately {$3200.00} into my Chase checking account. After the deposit, Chase restricted and then closed my account due to concerns about verifying the check issuer. Chase informed me that they needed to verify the person who issued the checks. However, they stated that the phone number provided for the check issuer could not be verified in their system or found in public records. Because of this, Chase refused to proceed with verification and did not provide an alternative method to verify the issuer, such as in-person verification or using other forms of documentation. I made efforts to provide accurate contact information for the check issuer, but Chase continued to rely on their internal verification system and did not offer a reasonable alternative to resolve the issue. As a result, my account was closed and I am unable to access or resolve the deposited funds.…
I am submitting this complaint against Chase Bank regarding a fraud claim that was improperly denied. I was the victim of a rental scam in which I sent money [ {$1500.00}, {$500.00} via XXXX XXXX, {$1000.00} ( split into XXXX ) via XXXX ) ] to an individual who falsely represented themselves as a legitimate tenant. After visiting the property in person, I confirmed that the individual had no association with the residence and that the listing was fraudulent. The transaction was made under false pretenses and was induced through deception. While the payment may appear authorized, it was not a legitimate or voluntary transaction, as it was based entirely on fraudulent misrepresentation. I reported the incident to Chase promptly and filed a claim. Despite explaining the situation, Chase partially denied my claim on the basis that the transaction was authorized. I had originally filed XXXX claim for all XXXX transactions but Chase separated it into XXXX claims.…
I am a Chase Sapphire Reserve cardholder and booked travel through the Chase XXXX portal using points. I experienced multiple service failures tied to this booking : A flight was presented as a premium or upgraded experience, but the ticket issued was XXXX XXXX XXXX XXXX XXXX XXXX, which did not match the expectation created during booking. Additionally, XXXX experiences booked through the portal were canceled, disrupting my travel plans. I contacted customer service and requested escalation, but no resolution or goodwill adjustment was offered. Given the premium annual fee associated with this card and the expectation of a higher level of travel service, this experience falls short of what was advertised. I am requesting a goodwill credit or points adjustment to reflect the discrepancy in booking presentation and the disruption caused by canceled services.
I am writing to formally request assistance concerning a fraudulent transaction that resulted in a loss of {$5000.00} from my bank account. On XX/XX/year>, I initiated a wire transfer with Chase Bank to purchase goods from an online seller. Unfortunately, the goods were not legitimate, and I soon realized that I had fallen victim to a scam. I promptly filed a recall request with Chase Bank within XXXX minutes of the transaction ; however, Chase was unable to recover the funds from XXXX XXXX, the receiving bank. On XX/XX/year>, I was informed by Chase that my filing was considered incorrect due to my description of the incident as fraud rather than a scam wire, which they stated affected their ability to assist me further in recovering my funds. In addition to my attempts to resolve this situation with Chase, I also submitted a police report and filed an IC3 report.…
XXXX was running a special trial for a XXXXXXXX XXXX ' for only XXXX dollar for a month of access. I purchased this, and immediately cancelled it, as I only needed the XXXX month of access. Yet, they still charged me for the next XXXX months of access, even when I did not use it AT ALL XXXX each at {$63.00} on XX/XX/XXXX, and XX/XX/XXXX. I explicitly cancelled the subscription yet they still charged me, and contacts with the company XXXX have not succeeded. I have used their support portal, directly emailed them with no response nor an confirmation email.
I am filing a complaint regarding the denial of a Chase Offer on my XXXX XXXX XXXX credit card. The offer promised 10 % cash back ( up to {$50.00} ) on XXXX XXXX purchases of {$100.00} or more, with stated terms including expiration on XX/XX/XXXX, and validity on U.S. purchases made directly with the merchant. I made a qualifying purchase of {$100.00} on XX/XX/XXXX, directly through XXXX XXXX U.S. website. Chase has denied the promotional credit and, over multiple interactions, has provided inconsistent and conflicting reasons for the denial : Initially, I was told the transaction did not qualify because it posted on XX/XX/XXXX ( after the expiration date ). I was then told the purchase did not qualify because it was not a U.S. purchase, despite being made on a U.S. website. Next, I was told the transaction was processed in foreign currency ( UAE Dirhams ), even though the offer terms do not state that transactions must be in U.S. dollars.…
My name is XXXX XXXX, and I am submitting this complaint regarding a transaction that was incorrectly charged and later denied by my bank. Chase Bank. While I was visiting XXXX XXXX, XXXX, from XX/XX/XXXX to XX/XX/XXXX, I made a purchase and was told the total price was XXXX XXXX. Which would have been XXXX XXXX. In XXXX, the standard and expected currency is pesos, and there was no indication or disclosure that the charge would be processed in XXXX dollars. After completing the transaction, I later discovered that I was charged in XXXX XXXX instead of pesos, which resulted in a significantly higher amount than what I agreed to pay. I was charged {$850.00} on XX/XX/year>. Which is clearly a scam. I did not authorize a charge in XXXX XXXX, and I was never informed that the transaction would be processed in any currency other than pesos.…
I am filing a complaint against JPMorgan Chase regarding a fraud claim that has now been denied multiple times, including a final review. Chase states that the transactions are valid but has failed to provide any specific evidence demonstrating that I personally authorized these transactions. I submitted documentation from XXXX XXXX confirming that, after their investigation, I am not responsible for the charges. This independent fraud determination was not meaningfully addressed in Chases response. Chases final letter states they will not review the case further without new information, yet they have not explained what evidence was used to reach their conclusion or why my submitted documentation was disregarded. Simply stating that a transaction appears authorized ( e.g., through a device or account access ) does not prove that I knowingly approved it, particularly when fraud has been confirmed by a third party.
On XX/XX/year>, I visited a Chase branch at XXXX XXXX XXXX in XXXX, IN to discuss banking services. During the visit, a Chase banker, XXXX XXXX, unpromptedly suggested I refinance my existing auto loan through Chase. I informed him that I was actively in the process of purchasing a home and was concerned about credit inquiries. Despite this, the banker encouraged me to proceed with the refinance application, representing it as beneficial, while failing to disclose that the application was unlikely to be approved based on the lending criteria he should have been aware of. The application was subsequently declined, resulting in an unnecessary hard inquiry on my credit report at a time when I am actively seeking a mortgage. This hard inquiry has the potential to negatively impact my credit score and mortgage terms during a critical period. I believe the banker 's conduct constitutes an unfair practice.…
I am submitting this complaint regarding the handling of a credit card dispute by JPMorgan Chase. I purchased a XXXX XXXX trip scheduled for XX/XX/XXXX through XX/XX/year>. The merchant canceled the trip due to weather conditions and stated that the trip could only be rescheduled to a future date rather than refunded. In good faith, I attempted to follow the merchants policy and reschedule the trip instead of immediately disputing the charge. The trip I purchased was a specialized multi day XXXX trip that is offered infrequently, limited to approximately XXXX XXXX, and typically booked well over a year in advance. After the cancellation, I periodically reviewed the merchants booking calendar in an effort to locate a comparable trip. However, no comparable trips were reasonably available for the remainder of the year, and the merchant provides no waiting list, cancellation alerts, or assistance in securing a new booking.…
Starting the weekend of XX/XX/XXXX, Chase has consistently blocked my access to my online credit card accounts at least 12 times. Dates my account has been locked include : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I have spent countless hours on the phone and at least 40 phone calls to Chase trying to get a straight answer why this keeps happening. They say it is a fraud review with the only activity on my account is me trying to log-in. I have been in-person to a Chase branch 4 times trying to fix this as well. Not being able to access my account does not let me plan for payments, use my chase points, check balances, review purchases, etc. I can't even make an appointment at the branch so have to walk in and wait to helped. At this point, this feels like harassment.
I am submitting a complaint regarding the handling of a disputed charge by JPMorgan Chase. I disputed a charge of {$1900.00} related to a car rental damage fee. The charge was for an alleged scratch to a rental vehicle. My dispute concerns the amount charged, not the existence of damage. The merchant charged XXXX but never provided any itemized repair invoice, estimate, or documentation demonstrating that this amount reflects actual repair costs, despite repeated requests from myself and my insurance provider. Chase has now closed the dispute. The written explanation provided by Chase states that the charge is valid because the merchant was authorized to bill my account under the rental agreement.…
Chase constantly put overdraft fee fees multiple overdraft fees in XXXX transaction. Ive been a loyal member to Chase for over more than XXXX years now there are some days that I will have over your fees and I will pay them off or I will call them that I can not pay them off. Chase have an overdraft fee that they can only help you XXXX times in XXXX XXXX so because on my case, I have XXXX overdraft fees on the same day, they were not able to help me because they said that they have already excluded amount of overdraft fee they can. Im tired of paying overdraft fee money that I aint supposed to pay for rent to Chase .
My name is XXXX XXXX XXXX. No loner XXXX XXXX XXXX, but cant change it on here. Due to a very long divorce, I have some credit card debt. I applied for a Chase Slate card with 0 % financing to pay off my XXXX XXXX XXXXXXXX card with a balance of {$5700.00}. Chase was supposed to pay {$5700.00} when I applied XX/XX/XXXX. Ive cchecked balances regularly to see if it has been paid. Finally, I called Sunday XX/XX/XXXX and asked Chase when it would be paid. They told me it is going through and should be paid in two business days. Monday morning, a balance showed on my Chase card of {$6000.00} ( $ XXXX in transaction fees ). I immediately checked my XXXX XXXX XXXX balance and it was the same, {$5700.00}. Now I owe double the amount on my credit! I called Chase to see what was going on. They said the transfer was initiated XX/XX/XXXX and went through on XX/XX/XXXX. He gave me a tracking # XXXX. He told me I had to contact XXXX XXXX XXXXXXXX.…
I am writing to file a formal complaint against Chase Bank regarding their refusal to reduce the interest rates on my XXXX credit card accounts, all of which are currently enrolled in a nonprofit Debt Management Plan ( DMP ) administered by XXXX XXXX ( Client ID : XXXX ). ACCOUNT DETAILS : ( Roughly ) Account ending in XXXX Balance : {$9300.00} Account ending in XXXX Balance : {$7300.00} Account ending in XXXX Balance : {$23000.00} Account ending in XXXX Balance : {$4400.00} Total Balance : {$44000.00} MY COMPLAINT : I enrolled in this DMP in good faith and have made XXXX ( XXXX ) consecutive, on-time monthly payments without a single exception. My current interest rates range from 6 % to 10 % across these XXXX accounts. I have contacted Chase directly by phone to request a rate reduction and was denied without explanation or escalation.…
I am submitting this complaint regarding an unauthorized airline charge that I believe is the result of identity theft. On or about XX/XX/year>, a charge for an airline ticket was made to my account without my authorization. I did not book this ticket, did not authorize anyone else to make this purchase, and did not travel or receive any benefit from this transaction. After discovering the charge, I promptly contacted Chase to report it as fraudulent and initiated a dispute. Chase conducted an investigation but ultimately denied my claim, stating that the transaction was valid due to matching personal information such as my name and email address. I disagree with this conclusion, as such information can be easily obtained and used fraudulently and does not prove that I authorized the transaction.…
This complaint concerns systemic violations of the Fair Credit Billing Act ( FCBA ) and Regulation Z ( 12 C.F.R. 1026.13 ) following a written billing error notice submitted on XX/XX/XXXX and received by the creditor no later than XX/XX/XXXX. The creditor failed to comply with core requirements of Regulation Z, including failure to properly acknowledge and failure to conduct a reasonable investigation under 1026.13 ( f ). Instead of performing a transaction-level billing error investigation, the creditor improperly applied a fraud-based framework, materially altering the scope of review and excluding a substantial portion of disputed transactions. The resulting determination is not based on a complete or reliable record. The creditor reported approximately {$200000.00} in disputed transactions for one account, while the same account statements reflect over {$420000.00} in credits and over {$420000.00} in rebills processed through the account. These figures can not be reconciled.…
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