Consumer complaint received 2022-03-31
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Used my Chase debit card XX/XX/XXXX to make payment to XXXX XXXX XXXX for services rendered, {$910.00}. On XXXX XXXX XXXX XXXX was suspended, they reported that on XXXX payment made XX/XX/XXXX was reversed for insufficient funds with {$910.00} being sent back to Chase Bank, phoned Chase Bank to report, customer service informed issue resolved through claims dept, where I was transferred, after thoroughly explaining my concerns rep submitted claim and provisional credit, {$910.00}. On XX/XX/XXXX claim denied, provisional credit reversed. When asking details of investigation was told I am an XXXX XXXX XXXX customer and not able to dispute payment for services rendered, explained that my dispute is not with XXXX XXXX XXXX, they are my carrier, explained they only have XXXX types of claims, none of which addresses my concerns, asked if they were able to verify insufficient fund reversal on my account with sufficient funds, explained dispute sent electronically, not focus of investigation. On XX/XX/XXXX visited local Chase branch, explained concerns to banker, submitted copy of XXXX XXXX XXXX bill detailing debit card payment {$910.00} received, XX/XX/XXXX, insufficient funds reversal XX/XX/XXXX for exact amount, banker assured me scanned to claims dept to reopen and reinvestigate claim, questioned that as a possible solution, seems more like customer service billing issue, documents scanned. Phoned Chase XX/XX/XXXX to follow up, told documents never received by claims. Phoned Chase customer service XX/XX/XXXX, on line in excess of XXXX hours, spoke with rep, supervisor, escalations dept rep and senior rep, found CEO contact info online, phoned, call intercepted by customer relations rep who continues to say reversal never happened, have been told that by at least 20 Chase employees, they say that if reversed it would appear as a transaction on my account therefore they will not attempt to answer question as to why payment reversed for insufficient funds on account with sufficient funds, unwilling to entertain the thought that they somehow have me mixed up with another Chase customer whose XXXX XXXX XXXX payment should have been reversed and betting that amount removed from my XXXX XXXX XXXX account was posted to that customers account explaining why reversal not appearing on my account. Seems bill detailing Chase reversal, my willingness to allow them access to my XXXX XXXX XXXX  account to verify billing statement would be proof enough but they continue to repeat reversal didnt happen and will not conduct any investigation and they have no further help they can offer me. Seems like no one at Chase is concerned that payment made being reversed in error caused temporary suspension of my service and theyve made multiple mistakes resulting in a loss for me. {$910.00}, with no recourse, according to Chase. Please help me to recover my money, If Chase has ability to reverse payment and its done from the wrong account would seem they would have a procedure already in place to address that when it occurs, CEOs office said there may be but in this case its inappropriate because reversal never happened. If any additional information needed please let me know. Thanks Im advance for any help you can provide. Attached please find copy of XXXX XXXX XXXX bill detailing both transactions.

Company response to consumer: Closed with explanation