Consumer complaint received 2023-01-24
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Hello, On XX/XX/XXXX I opened a claim with Chase Bank in regards to a dispute I had with a merchant XXXX XXXX where products I purchased from them were taken back. I requested all purchases to be refunded but Chase confirmed there was only a set number of days they could dispute the transaction and I was fine with that and requested to continue with the claims they could process. 

At the time I opened the claim on XX/XX/2022 I requested all previous transaction that had already been refunded from XXXX XXXX be excluded on the claim resulting in about {$510.00} that I requested XXXXhase collect on there may have been more but that was the amount Chase was working with, I didn't record the exact amount but this is what I was able to confirm from Chase in writing.

I received a letter from Chase saying the claim had been closed because the merchant had already credited me {$510.00}. When I reached out to Chase because I was unable to find that {$510.00} refund from XXXX XXXX spanning 16 transaction, Chase quickly back tracked and said the money was never put into my account and the Claim was declined even though I received a letter saying other wise and I still have that pdf.

I reached out to every agent I could get in contact with to ask where this money was and what happened to the claim. Two agents explained to me that the claim was automatically closed because I received a refund from the merchant in the past. Prior to the XXXX. I had then explained that I request those refunded transaction to be excluded from the claim. I was able to prove to them the refunded amounts were not part of the 16 transaction I request Chase attempt to collect on. Both agents agreed this was a mistake and started the process to reopen the claim and again the claim was automatically closed because of the same previous transaction that were not part of the claim.

I spoke to several agents as well as one agent from the executive office. Every agent except the 2 that confirmed this was a mistake continued to insist there was nothing that could be done and everything was in order even though not a single transaction was refunded on my account that was part of the claim. Either 2 things happened Chase never bother to process the claim and automatically closed it and send me a letter saying the money was already returned to my account by the merchant ( {$510.00} ) or they collected the money and kept it. 

The refunded transactions that were processed prior to the XXXX that I had requested be excluded were a total of {$460.00} across 6 transaction. Every agent I spoke to aside from the 2 agents said that the 6 transaction totaling {$460.00} were equal to {$510.00} not a single aside from the 2 that agreed there was a issue and one I got into a heated exchange with agreed they did not equal the same amount ( That agent I got into a heated exchange with kept saying the 6 transaction were the {$510.00} even though she admitted it wasnt ).

This means that Chase has a automated system the is going around closing Claims simply because a refunded transaction exists for that merchant.

Just for clarification the {$460.00} that I had refunded to my chase account were processed by XXXX agent and by me reporting a issue Chase didn't lift a finger for those and were not part of the claim later on after the claim had already closed and i was arguing with Chase {$300.00} were refunded to my Chase account that were a result XXXX not being able to refund my XXXX XXXX Credit card for what ever reason none of those {$300.00} say refund from XXXX XXXX. When I spoke to the agent from the executive office attempt to take credit for those {$460.00} and the {$300.00} that were refunded.

I have attempted to resolve this with Chase at every level I have reached out to the XXXX  I have sent a letter to the CA attorney general XXXX XXXX ( Haven't heard back from him ) I have no idea what to do. I was told I could report this to the CFPB I hope someone can help. 

I also requested the details of Chase 's investigation of the claim since they said I was allowed to get a copy. When I requested the documents they said they would be mailed to me I haven't gotten any.

Company response to consumer: Closed with explanation