Consumer complaint received 2019-05-26
Company: JPMORGAN CHASE & CO.
State: OR
Product: Money transfer, virtual currency, or money service
Sub-product: Refund anticipation check
Issue: Problem with customer service

Complaint:
n the process of closing my XXXX  XXXX  XXXX  card in XX/XX/2019, I transferred the XXXX XXXX XXXX  I had accured to my husband. I saw nowhere that there would be a charge for this. After the miles were transferred, I was charged {$250.00} to transfer the miles. When I found this out, my husband, to whom I had transferred the miles, canceled the miles. However, the charge had not been eliminated from my credit card, which has since then been canceled, so they cant reimburse me by reversing the charge ( I assume ). 
The chosen mode of communicate on the part of XXXX  XXXX Customer Service is email. And they are stalling. Below is a copy of the pertinient communications with them. 
I just want my {$250.00} refunded. 
From Me XX/XX/2019 -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : via XXXX - custserv [ ] Sent : XX/XX/2019 XXXX XXXX To : XXXX Subject : refund cost of miles transferred xxxx xxxx XXXX XXXX I closed my account with Chase United. I elected to transfer the miles I had remaining to my husband. 
I then received a bill to the tune of {$250.00}, apparently the cost of the Points XXXX XXXX. 
Please remove this charge from my credit card. I never would have transferred the miles unless there was no cost associated with the transfer. 
Please remove this charge immediately. 


From United XXXX  XX/XX/XXXX H i Thank you for contacting XXXX Buy/Transfer miles Member Support Center. 

In order for us to further assist you, please provide us with your XXXX  account number and 20 digit confirmation number for your transaction. Please also note that we can make a one-time exception and cancel your transaction ; however, this will also reverse the miles transfer in which they will go back into your account. Please let me know how you would like to proceed. 

Thank you and I look forward to your response. 

From Me XX/XX/XXXX XXXX Confirmation code : XXXX FROM United Plus XX/XX/2019 Hi We are able to make a one-time exception and cancel your transaction. Your transaction will be refunded within the next 24-48 hours. Please allow 3 to 5 business days or up to one full billing cycle for the refund to appear on the credit card used for this purchase. 

Let me know if you have any further questions. 

Have a great week! 

Thank you for your loyalty to United XXXX. 

Sincerely, XXXX | Member Support Center XXXX Buy Miles and Transfer Miles XXXX Personal Miles | XXXX  Give Miles | XXXX Transfer Miles | XXXX Reward Miles | XXXX  Redemption Services | From XXXX  XXXX  XX/XX/2019 Thank you for contacting the XXXX Buy Miles and Transfer miles Member Support Center. 

We have received your inquiry and we will respond within 1 business day. 

Our hours of operation are Monday to Friday, XXXX to XXXX EST. 

Your Case Number is XXXX. 


If you would like additional XXXX contact information please visit : XXXX XXXX XXXX If you would like additional United contact information for specific countries please visit : XXXX XXXX XXXX Please do not respond to this email as it is auto-generated. 

Thank you for your loyalty to United XXXX. 

Email Reference Number : ref : XXXX : ref From me XX/XX/2019 Where are you refunding this money to since the account has been closed? 

From XXXX  XXXX XX/XX/2019 Hi, I am currently escalating this with my transaction support team. As soon as I have a response, I will be sure to let you know right away. 

We appreciate your patience. 

Thank you for your loyalty to United XXXX. 

Sincerely, XXXX | Member Support Center XXXX  Buy Miles and Transfer Miles From XXXX XXXX XX/XX/XXXX Hi In your email, did you mean that your XXXX  account has been closed? Or are you referring to our credit card ending in XXXX? 

Please advise, as we are actively looking into this. 

From Me XX/XX/XXXX I find it difficult to believe you are unable to determine the status of my XXXX XXXX  account. 
THE CHASE CREDIT CARD IS CLOSED. 

From XXXX XXXX XX/XX/XXXX Hi We do apologize for the frustration you are having with this. 

Since your credit cad with Chase is closed, do you have a new credit card with Chase? Financial institutions are able to transfer the funds to new credit card when an older one is closed. 

Please advise. 

Thank you for your loyalty to United XXXX. 

Sincerely, XXXX | Member Support Center XXXX Buy Miles and Transfer Miles From Me XX/XX/XXXX No! I don't have a Chase card! Cut me a check, send it to my address. Stop stonewalling and reimburse me! 
If your next email doesn't say -- 'here 's your check ' I will be sending a complaint to the Consumer Protection Financial Bureau . 



From Me, XX/XX/2019 Case Number XXXX. 
I NEED TO SPEAK WITH A LIVE AGENT REGARDING THIS MATTER. 
PLEASE CONTACT ME ASAP AT XXXX I DO NOT ANSWER CALLS FROM UNKNOWN NUMBERS OR I MAY BE AT WORK. LEAVE A MESSAGE *WITH YOUR NUMBER* AND I WILL CALL YOU BACK. 

MP # XXXX From XXXX  XXXX XX/XX/2019 Hi We will need to obtain some credit card information from you so that we can refund your new credit card number. 

Is there any times on Tuesday XX/XX/XXXX that you are available? 

Please specify the time as well as the time zone. 

Thank you for your loyalty to United XXXX. 

Sincerely, XXXX | Member Support Center XXXX Buy Miles and Transfer Miles From Me XX/XX/2019 Tuesday is the most difficult day to talk when I am at work, which is XXXX-XXXX XXXX    Pacific Standard time. I am intermittently available on Wednesday-Thursday. I am off on Fridays, and would be available that day from XXXX to XXXX PST. Would that work for you XXXX? 

XXXXI have not heard from them by phone as of this date, XX/XX/XXXX. They have not left me a message. XXXX

Company response to consumer: Closed with explanation