Consumer complaint received 2021-08-06
Company: JPMORGAN CHASE & CO.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
This is specific to the Chase Credit Card company, under the XXXX Chase Rewards Card. At issue is the ability to have a Credit Refund promptly processed and returned to the consumer. 

On XX/XX/XXXX, I contacted Chase Card Services and requested a Refund of my Credit Balance, which totaled {$6700.00}. I specifically stated that I would like a paper check as, during the conversation, I was told that Chase would send an email and I would need to " ignore '' the email. After which, Chase Credit Services would issue a paper check to my home address. Note that I have been a customer for approx 7-10 years and still receive paper statements from Chase each month. I was also told it would take 7-10 BUSINESS DAYS to process the paper check. After 10 days passed, I contacted Chase Card services again on XX/XX/XXXX and then again on XX/XX/XXXX to inform them I had not received the paper check. A female customer service clerk assisted me the second time and stated that they would cancel and re-issue the paper check. I asked whether Chase would again place it through an email process which I did not want, and she said no. She also informed me that, to her knowledge, there is no way for a customer to Opt-Out of the email process for a refund check to be sent. This shocked me as I originally asked for a paper check and did not want to delay the receipt of the refund amount. 

I waited until XX/XX/XXXX ( today ) to look into it. I discovered that my credit card statement showed that the refund was placed back into my Credit Card Account on XX/XX/XXXX, which was subsequently placed back into the Credit Refund Process on XX/XX/XXXX. Again Chase Credit Card Services sent an email, and I have until XX/XX/XXXX to " claim '' the electronic check.. I contacted Chase Credit Services again, today. I spoke to a customer services representative ; I explained what had happened and asked where is the original refund amount for {$6700.00}. She informed me that Chase reduced the amount to what was now owed, which was {$1000.00}, and the new XXXX refund would be {$5700.00}. I explained that was totally unacceptable and was transferred to the supervisor, whose name was XXXX. XXXX and I spoke through the entire situation. 

XXXX stated that because I had called and " re-requested '' the refund on XX/XX/XXXX and again on the XXXX, that each time, it started the process from the beginning again. I challenged that by stating that I did not get another email immediately after XX/XX/XXXX when I called and that the next email came across on XX/XX/XXXX when the " new refund '' was made. I asked him again where is the ORIGINAL paper check and he could not state where it was and suggested that it got lost in the mail, just like the original from XX/XX/XXXX. XXXX stated again that it started the process from the beginning when the Statement date ended on XX/XX/XXXX and reissued the email on XX/XX/XXXX. I asked how I can Opt Out of the electronic option for a refund as a customer. XXXX stated that there is no option to Opt-Out of electronic payment processing. I raised my concern again that it would take 7-10 BUSINESS days, and as such, this appeared as a way that Chase Credit Services could hold a refund and not issue to a customer promptly when requested, that it pushed the statement limit within 19-22 days. I then requested an expedited paper refund of 2-3 days. XXXX stated that he could make that happen. I am at the point where I have to wait again and see if it comes to me. 

At this point, I am concerned that Chase has created an electronic option that a customer can not Opt-out of to benefit the company, especially when it comes to the Refund of a credit card balance to the customer. I am also concerned that this practice is a way for a credit card company to hold onto the credit balance without having a reasonable expectation of returning the money when owed back to the customer. Finally, a Credit Card company expects a customer to pay the bill on their due date, and as such, I have established through my bank the ability to pay early every month for the past 7 years. It takes 3 days to process, and from the West Coast of the United States, it only takes 3 days to mail a letter to the East Coast. I can not imagine that a company such as chase does not have mail pick up every day or can not process a refund check sooner than 7-10 BUSINESS DAYS. I am sure that I am not the only one this has happened to and concerned for my fellow customers who do not know that can not opt-out of an option refund process, or at least what would be an optional refund process.

Company response to consumer: Closed with non-monetary relief