Consumer complaint received 2022-09-25
Company: JPMORGAN CHASE & CO.
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
I initiated a consolidation loan transfer to my Chase Freedom card on XX/XX/2022. XXXX XXXX XXXXXXXX Bank sent a payment of {$3200.00} on XX/XX/2022 and this applied to my card. I noticed that the amount had not been applied to pay of the cash advance, but instead paid on the 0 % interest items. I call the card CSR to ask why on XX/XX/2022, and the rep said that because the billing overlap it was not a final transaction yet so the money did not apply. I asked to have this corrected, and they informed me that they would have to reverse and reapply to cover this advance, but since it was through a bill pay I would have to wait 7-10 days for a check to issue for the refund. Since there was still a payment due, I asked the rep to leave {$1000.00} applied to the payment and reverse {$2000.00} and I will reapply it once I receive it. They reversed the transaction back dated to XX/XX/XXXX, and applied the {$1000.00} payment and refunded the {$2000.00} on XX/XX/XXXX. 

I called on XX/XX/XXXX to inquire when the refund would be made and was told that it had been refunded to issuer. I asked for transaction information and was informed that they had sent a letter regarding this issue. I called again 7 days later to ask about the letter and was told they would resend it, but the CSR informed me that the refund would be coming by check. I called back a few days later, since the 7-10 business days had come and gone and was told that it would be issued by then but may take a few days to arrive. 

I waited until XX/XX/XXXX to call Chase again regarding the transaction and was then informed that it had been refunded to the bill pay service. I asked for a transaction number or account it was issued to, so I could follow up with XXXX XXXX on why the payment was not applied back to my loan. The rep informed me that there was not a transaction number for the refund or account and I asked how they can return the money without this information. I was told again that a letter regarding the transaction was coming. I followed up with XXXX XXXX XX/XX/XXXX and they had no record of a return transaction. I called Chase back to ask for the information and was told again that they would resend the letter. 

I checked every other day for the rest of the week. I stopped at the local branch on XX/XX/XXXX to see if they could assist with getting the letter printed since it had not arrived. We were able to view the letter in the secure mail of my account and the letter did not address anything regarding the {$2000.00} and {$1000.00} transaction, only that they had reversed the {$3000.00} payment. There was no transaction information listed. The branch rep called into card services for me and we tried to inquiry about getting a transaction number since I did not see one attached to the account online. We were told that there was not a transaction number listed and I inquired why there is nothing relating to the {$2000.00} return on the account and why there was no transaction number to track. They asked me to contact the issuing bank to search for the {$2000.00} return. I contacted XXXX XXXX Bank directly to ask if there was a way to trace this transaction. The bank informed me that they do not have access to loan accounts from XXXX XXXX directly and could not trace any transaction without a reference number to confirm it was sent/received. 

I have sent a dispute letter to XXXX XXXX and Chase regarding this and have asked to track the transaction. The issue was " escalated '' by Chase but no resolution still. I asked them to trace/track/cancel the transaction and was told that it was to far back to do this. So, basically due to the banks repeated false information, lack of tracking, inability to provide me with the letter that would have brought this to light for me in a timely manner, I now am still out {$2000.00}. I have issued and full payment to XXXX XXXX to pay my loan off and asked what would happen if the funds came after the account closed. XXXX XXXX  said they would send them back to the returner. I AM BASICALLY WAITING IN LIMBO FOR THESE TWO BANKS TO SORT THIS OUT. 

I have asked them to contact to do this and they refuse. I tried to connect a rep of each bank on a conference call and XXXX XXXX  said that they could not do this. I have given XXXX XXXX permission to discuss this with Chase and they then asked me to conference call with card services for Chase. I informed the Lending club rep that I attempted that a few days prior, and was told that XXXX XXXX would not discuss account information with a 3rd party even if I was on the line and gave permission. This XXXX XXXX rep informed me that this was incorrect.

Company response to consumer: Closed with explanation