Consumer complaint received 2021-07-20
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
On XX/XX/2021, my friends decided to purchase pizza while at a resort in XXXX, XXXX. 

Since they did not have their cards on them at the time, they asked me to pay for the transaction. The gentleman who delivered the pizza was supposed to charge $ XXXX which translates to roughly $ XXXX. The guy pressed an extra 8 at the end by mistake, making it {$4800.00}. He quickly realized his mistake and ejected the card so the transaction would not go through. He gave me the receipt to prove the transaction was cancelled. The receipt reads " XXXX XXXX '' which translates literally to " Card Retired/Withdrawn '' as in the card was taken out prematurely and the transaction was cancelled. 
A week passed and the transaction did not appear on my statement until XX/XX/XXXX. 

When debit cards/ credit cards are taken out of terminals prematurely, transactions do not go through. That has been my experience in the many years of using the XXXX card to pay for products and services. If the card is taken out prematurely, the transaction does not go through. 

I opened a dispute with Chase, which granted me a provisional credit while they conduct a review. The team at Chase reviewed my receipt and came back with two excuses as to why they are rejecting my dispute.

1- " The amount was found to be " in excess '' of the amount I was disputing, as the receipt listed $ XXXX as opposed to the ~ $ XXXX " The absolutely brilliant individual that reviewed by case did not use common sense that the amounts needed to be exchanged to match. As of todays date, $ XXXX exchanges for roughly {$240.00}. Exchange rates change daily, however I would have assumed that Chase would have used logic and seen that the amounts are the same, just listed in different currency. 

2- " The name of the merchant was not on the receipt. '' This just shows me that they weren't paying attention to my case and just want to keep my money since " XXXX XXXX XXXX '' is listed right at the top under " XXXX ''. 

XXXX is the name of the bank the merchant uses for their transactions. I believe they are a XXXX XXXX in XXXX. 

I have highlighted the sections of the receipt that negate both of their reasons for rejecting my dispute. ( see attached ) Today, I gave them a call, and an agent by the name of XXXX noticed that XXXX is listed ( negating their second claim that it isn't on the receipt ) and she also noticed that the amount is listed in XXXXXXXX XXXX, which negates their first claim that the amount is in excess. 

She tried to work with her leadership team which refused to reverse their rejection on the grounds that the receipt does not say that the account was credited for this amount. 

Please note that different merchants write different things on their receipts, and as stated above, every time I withdraw my card prematurely here in the states, the payment terminal tells me that the card was prematurely withdrawn and to try again. Never have I had an account withdraw my funds if the card was prematurely withdrawn and I don't always get a receipt from whatever payment terminal proving that it was withdrawn. In this case, the gentleman from XXXX issued a receipt that says the card was withdrawn prematurely. 

Chase refuses to use this as proof ( although its the only piece of paper that the gentleman provided ) because it doesn't say that the account was credited for the balance. 

Why would it credit something that was not debited? The transaction was cancelled. It was not supposed to go through. It just looks like Chase is moving the goal posts here. Trying to keep my money, when this is clearly fraudulent. 

When I spoke to a supervisor at Chase, I told him that I do not live in XXXX, I live in the United States. I don't have a way to easily contact the merchant/vendor. I sarcastically asked if he needs me to fly back to XXXX to speak with the merchant so that I can get my money back. 

He responded yes. He told me that I should fly to XXXX to speak with the merchant. I do not believe this is adequate behavior in how Chase should be treating its customers. Especially when proof has been given that the transaction was cancelled and their previous two points have been negated. They are just looking for reasons to reject my claim. This is predatory. 

I managed to find the vendor 's phone number online after this call, but they are unable to find my transaction on their end. Which further proves that this transaction was not supposed to go through. So on Chase 's end they are claiming this went through ( even though the receipt says the card was withdrawn.. it doesn't say approved anywhere ), but on XXXX 's end they do not see this transaction. 

Looks like the money is lost in the air then and Chase is trying to use this transaction to take my hard earned money. Please correct.

Company response to consumer: Closed with monetary relief