Consumer complaint received 2023-02-27
Company: JPMORGAN CHASE & CO.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
In XX/XX/XXXX, I went in person to XXXX XXXX to open a XXXX Credit Card. I requested that they do a {$3000.00} Balance Transfer to my current Chase Credit Card. On XX/XX/XXXX, XXXX XXXX issued a check to Chase Bank for {$3000.00} to pay off my credit card with Chase. I continued to monitor my account, and on XX/XX/XXXX, when my Chase Credit Card account did not show the credit, I went into XXXX XXXX  and spoke to the Assistant XXXX, and she assured me that the check was issued. At that time, I requested a copy of the check that XXXX  sent to Chase. On XX/XX/XXXX, I received a copy of the front and back of the check showing that XXXX cashed the check on XX/XX/XXXX. I contacted Chase Credit Card XXXX on XX/XX/XXXX, stating that my credit card still showed a {$3000.00} balance despite having a copy of the cashed check. They agreed to apply a temporary credit while they looked for the payment. They asked me to XXXX over a copy of the check, which I did on XX/XX/XXXX. On XX/XX/XXXX, I received a form letter stating, " {$3000.00} was credited to your credit card account in error, '' putting it back on my account. On XX/XX/XXXX, I called and talked with another Chase Agent who stated that they could not find the money or the FAX I sent them on XX/XX/XXXX, and I could submit the document through the Chase XXXX, which I did. I have confirmation they received the copy. As I continued to monitor my account, I discovered that Chase had put the {$3000.00} back on my credit card account without any reason for doing so. On XX/XX/XXXX, I spoke with another Chase Agent, and he felt that due to the XXXX XXXX XXXX on the check, the money was sent to the " Banking side '' instead of the " Credit Card. '' He assured me that he was 99.9 % sure he would find the money and then apply it to my credit card account. After reading over my account, he and his supervisors were appalled by how I was treated throughout this matter. He told me to wait until XX/XX/XXXX to resolve it, but it was not. On XX/XX/XXXX, Chase put the {$3000.00} back on my credit card. I called again on XX/XX/XXXX, and was told that the check was returned to XXXX XXXX and to contact them. I asked him how the check XXXX  issued was returned since I have a record of Chase cashing the check. After many hems and haws, he told me he must do more research. I then requested that he send me a copy of the check that Chase returned or the confirmation if it was an electronic transfer. As of XX/XX/XXXX, I am still waiting to receive confirmation, and my Chase Credit Card account shows that I owe {$3000.00}, and my XXXX XXXX  Credit Card account shows I owe {$3000.00}. I am requesting an investigation into Chase Credit Card XXXX. I went from owing {$3000.00} to {$6000.00} with no end to this nightmare. I am praying that you can help me resolve this because I am fighting XXXX, and I need to put my energy into fighting XXXX and not this issue.

Company response to consumer: Closed with explanation