Consumer complaint received 2020-11-11
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I charged my Chase Visa Freedom unlimited credit card to purchase a home warranty ( {$290.00} ) from XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/2020. Shortly after and due to the personal reasons, I decided to cancel the contract, but my calls to XXXX were not going through. Therefore, I submitted a dispute which was accepted by Chase and temporarily credited me the {$290.00}. Few hours later, I decided to call XXXX again trying to cancel the contract in person. This time, I was able to talk to XXXX representative and to cancel. XXXX sent me an email confirming the cancellation and approving the refund of {$290.00}. 
After the cancellation was accepted by XXXX, I called back Chase out of good faith and revoked my dispute, believing that AHS will receive the money and will reimburse me because the contract is cancelled. Chase revoked the dispute immediately and reinstated the {$290.00} charges to XXXX which I fully paid at the due date of the statement. 

All these back and forth calls happened within few hours, but Chase bank had already started the dispute and did not tell the merchant that the dispute was cancelled. 
Because XXXX have already agreed on the dispute, they went ahead and accepted the charge back on XX/XX/2020, after 20 days that I have cancelled the dispute. 
Again, Chase never notified XXXX that the dispute was revoked. 
A month later, I received my Chase statement realizing that I have not received credit back from XXXX, but I have paid them already. I questioned Chase and they claimed that XXXX was refunded on XXXX XXXX. So Chase have waited 21 days to pay back XXXX. 
I contacted XXXX and they don't have any records of Chase bank submitting {$290.00} to their banks on XX/XX/2020. 
I have been contacting Chase over and over during past 3 months to obtain a record number, any transaction document, or any proof to show they have transferred funds to the XXXX bank on XX/XX/2020. But Chase refuses to give me any acceptable record. They only say that they have paid XXXX bank. ON the other hand, AHS claim that they have no records of receiving any funds from Chase during the month of XXXX XXXX email ). 

My complaint is against Chase XXXX XXXX XXXX for not being diligent, customer oriented and transparent. The dispute was cancelled on XX/XX/XXXX in few hours after its submission but Chase never notified XXXX because XXXX accepted the charge back on XX/XX/XXXX. According to Chase, it took 21 days after the dispute cancellation to pay the XXXX back on XXXX XXXX. Chase must have notified the merchant XXXX XXXX XXXX that there was no ongoing dispute, but they didn't do it, and they waited 21 days to pay them back. 
Why Chase waited 21 days to pay XXXX back when they charged me right away after I cancelled the dispute? 
Chase refuses to provide any records to show they have paid XXXX. Chase told me that they can not provide proof, except their verbal saying. They keep referring me to the merchant. This is unacceptable, I am a customer of Chase not of the merchant. 
Every transaction with banks are recorded and documented, unless they don't have any documents to show that they have paid XXXX. It is curious that Chase claims they have paid XXXX, the day after XXXX have accepted the charge back!!! 
I have contacted Chase by phone and by letters during past 3 months in hope of getting a record of their transaction with AHS bank but they have refused. Something is not right where all my requests for transparency and documentation are facing a dead-end. 
I need from Chase to provide a bank record transaction number or any record proof ( not a verbal claim as they insist on ) that they have paid XXXX bank, so I can show it to XXXX and get my reimbursement.

Company response to consumer: Closed with explanation