Consumer complaint received 2019-06-11
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
My ex husband and I needed to split our joint XXXX XXXX credit card debt as per our divorce agreement. In XX/XX/2019, I opened a Chase Freedom credit card. In my application, I indicated that I will want to transfer a balance and entered in my XXXX XXXX credit card information and the transfer amount. I got my Chase Freedom card and created an account. I noticed there was no balance transfer, so I did it myself through the account I had just created. On XX/XX/2019, {$2400.00} was transferred from my XXXX XXXX credit card to my Chase credit card. Then on XX/XX/2019, {$2400.00} was transferred from my XXXX XXXX card to my Chase card. Realizing that this was a duplicate transfer and error on my part and that I had now consumed all the debt from my credit card with my ex husband, I contacted both XXXX XXXX and Chase to request that the transaction of {$2400.00} be reversed. I was told that this was not possible and received a letter in the mail from Chase in XX/XX/2019 indicating that they could not accommodate my request to undo the transfer. I then resolved the matter between my ex husband and myself. He opened his own XXXX XXXX account and transferred he share of our debt ( {$2500.00} ) from my Chase credit card to his XXXX XXXX card ( transaction on XX/XX/2019 ). Then on XX/XX/2019, I noticed a {$2400.00} " Payment Adjustment '' on my XXXX XXXX card. I called XXXX XXXX and they told me it came from Chase. I called Chase and they told me that I had requested this. I said yes, two months ago and you informed me in writing in XX/XX/2019 that you could not reverse the transaction. They escalated and looked into the matter. On XX/XX/2019, XXXX from Chase left me a voicemail indicating that they realize the error on their part and that they are going to adjust by recalling the funds back to my Chase card and credit it back from XXXX XXXX. As of today, XX/XX/2019, the {$2400.00} debt is still appearing on my XXXX XXXX card AS WELL AS still appearing as debt on my Chase Freedom card. I have been charged {$95.00} in interest for this month from XXXX XXXX due to this problem created by Chase. I have spent hours now trying to get this resolved. Every person at Chase I speak to asks me to repeat this story to them and then they have to look into my account which consumes more time. Today after seeing that I now have {$95.00} interest charged from XXXX XXXX and that the debt of {$2400.00} is still on both cards, I contacted Chase again. I spoke with XXXX ( she was very helpful and understanding ). After again explaining what happened and waiting for my account to be reviewed, I was told that the request to cancel was dated XX/XX/2019 and could take 5-7 days to process, but might take up to 30 in which case I will be charged interest on this debt again by XXXX XXXX. She did issue me a refund of {$73.00} for the XX/XX/2019 transaction fee to, but said that is all she could do.

Company response to consumer: Closed with monetary relief