Consumer complaint received 2015-05-29
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
I made a Chase Visa CC purchase at XXXX XXXX on XXXX XXXX with no problem. It went through immediately. My son informed me that I should not have paid, that he wanted to treat me. The head of XXXX was on vacation until after XXXX XXXX so we decided to wait until the Wednesday after to do the transaction of a refund for me and charging his card. That Wednesday the XXXX of XXXX called and said a refund had been provided. I checked my account on Thursday, no money appeared. I am a Chase XXXX XXXX, so I called my account XXXX number. I also know it can take XXXX hours for a refund to appear, but that the account manager can see it sooner. The woman I spoke to told me XXXX had not processed the refund, and it can take up to XXXX days for the refund. I said in this day of electronics, that did not sound reasonable. I asked to speak to a supervisor. 

I was transferred to XXXX, who said she was a supervisor. She informed me that it depended on when XXXX did their 'batching. ' I would see my money XXXX hours after the batching. That seemed reasonable, so I asked for her number in case there were additional problems, she provided, XXXX, extension XXXX, which I repeated back to her for clarification. I called XXXX for their batching day, which I was informed was daily. I tried to reach XXXX several times, to no avail, the phone just rang, no voicemail. 

The next day, I went to my local Chase Banker, XXXX. The branch is on XXXX XXXX in XXXX XXXX, NJ. I asked her to check why it had not been credited back. I provided the vendor receipt, showing the batch number, time, amount, etc. so it could be traced. The back office refused to allow me to hear the explanation, refused to be put on speaker, and gave her an explanation that said the batching is different for refunds. Now I like game shows, but XXXX different doors, XXXX answers ) is not my idea of good banking. It XXXX make for good TV, but not for my money. I went home frustrated and upset. 

I went back today, Friday, and asked XXXX to provide my with a phone number for federal where I could ask for regulations about refunds. I might have asked my dog, he would have done better. No response, just another call to Chase. I did n't ask for that, I asked for a federal bureau to complain to. She tried everything, but no luck. I used to work XXXX, it was mandatory to have the state number for people to complain if they were unhappy. I went home a did the search myself, and got it in a minute. It is now three days, no refund, no answer, no resolution. I would like to know why they can withdraw money instantly, but not refund the money the vendor returns to me instantly? 

How long do they have to return this money to my checking account? 
Should n't they be able to provide a complaint line to the consumer? 
If they hold my money do n't they make interest on it and should n't I receive that money? Where did I go wrong in using my VISA card? 
Why did Chase not provide an adequate answer as to when my money would be returned to my checking account, why such secrecy over the answer?

Company response to consumer: Closed with explanation