Consumer complaint received 2023-08-08
Company: JPMORGAN CHASE & CO.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX XXXX I went to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ohio XXXX XXXX as I have for the past several months to wash my clothes. I utilized my business debit card to upload my laundry card with {$10.00}. The machine charged my card {$100.00}, I looked for the attendee to rectify the problem by no one was on site. I then placed the laundry card in my pocket and purchased a new card for {$11.00}, I then washed & dried with that card. Upon completion of my laundry the attendant had arrived and I explain the situation to her and she informed me it should be back on my card by tomorrow if not contact my bank & dispute the charge. XX/XX/XXXX the funds were not placed back on my card so I called Chase Business Dispute Department. When I explained the situation to the representative they refunded the incorrect amount of {$11.00} which is the correct amount of my purchase. I then called back into Chase and explained this again. On XXXX XXXX my account negative {$100.00} due to Chase reversal. They told me they didnt hear from the merchant and I would need to provide a receipt from the laundromat. The machine doesnt give you a receipt, I began to explain that the transactions are directly above one another on my business bank statement thats my only proof of the transactions. Trying to resolve the matter I then told the representative on the telephone call that Id take the laundry cards into the bank so that the merchant can either pick them up or the bank could mail them to the merchant so that I could receive my funds back as well as get my account out of the negative due to this issue, he agreed that would be the best way to proceed to correct this matter. On XX/XX/XXXX the cards were taken to Chase Bank located at XXXX XXXX XXXX XXXX, Ohio XXXX, given to the Assistant XXXX XXXX XXXX. He begin to tell me that he could not put money into my account with the cards and there wasnt anything he could do with the cards. I reexplained to him that representative I had spoken with over the phone had informed me to bring them into the branch so XXXX could contact the merchant to collect the cards or mail them out. I then called back to the Banks Business Dispute a department and informed them the cards were at the XXXX XXXX branch, they then told me that I would need to provide a receipt again. I went home and printed off my bank statement returned to the branch with them and spoke with Manager. Upon explaining to her she said it did not make sense theyre requesting a receipt and its on my transaction history of bank statement. Her system was down so she said she would call over to the Business Dispute Department and try to speak with someone. When she called in she explained that the machine doesnt provide any receipt but it was a purchased with my business debit card. They informed her the systems are down and they needed the receipt. She told me to return later and she would call back and try to rectify the problem. When I went back she placed an order for further investigation from the Dispute Department and she said theyll contact me to get the details needed. I called the Dispute Department and they informed me that they had closed the matter due to me not producing a receipt. XX/XX/XXXX I called and explained the situation to the laundromat attendee XXXX he told me, XXXX was the owner he comes in on Tuesday and Thursday around Noon and one to four or five in the afternoon and I could speak with him then in person. He gave me his personal cell phone number to call so he could tell me of XXXX was in on Tuesday. XXXX XXXX I went to the laundromat and explained the situation to the attendee an older women, she told me the bank would have to do it. I told her I had spoken with XXXX and he told me that XXXX would be in Tuesday, she explained to me that XXXX is the owner XXXX is just an employee she doesnt know why he told me to come see XXXX XXXX I told her the bank said they had contacted the owner and hes saying its a correct purchase, theyre requesting a receipt, she said the bank is giving you the run around theyre lying to you. She gave me the number posted inside the laundromat, which is the same number XXXX had given me. I didnt receive an answer so texted the telephone number and explained the matter. Still didnt receive a response or call from the merchant. I went back to the laundromat Tuesday XXXX XXXX upon my arrival XXXX was there he said XXXX XXXX come in yet and to call him later on in the day. XXXX XXXX I went back to the branch and spoke with the Assistant Manager XXXX XXXX to get the laundry card so I could take them up to the laundry mat and try to get my refund for exchange of the cards. He began to search on countertop, while his colleague snickered! He then looked up and said he had thrown them away because there wasnt anything he could do with them. I asked him why would he throw them away because he knew as well as the manager about the dispute. He told me to tell the laundromat to call him, I explained to him the laundromat wouldnt be able to check the balance now to refund me. XX/XX/XXXX I received a call from Chase Bank extensive business dispute department, representative name, XXXX called to get all the information for the dispute. She later informed me the matter had been closed and the decision would not be changed. XXXX XXXX I returned to the laundromat XXXX was there I showed him my bank statement showing the dates and transactions and that the bank had thrown out the cards now. He told me that the owner will be there tomorrow and bring that back with me. XXXX XXXX I received a call from Chase extensive business dispute department representative XXXX XXXX, she also collected details and told me it could take up to three to seven days to get a response and she would contact me when they send her the decision. She called XXXX XXXX and informed me that the matter was closed and it wouldnt be reversed! I have exerted all resources as stated to both parties I dont have thousands or millions of dollars in my account but its mine and I do everything required since Ive had the account since XXXX. As well Im a single mother with little income and that this isnt far that my account will be closed due to an error of a machine and human beings. 

Chase Dispute # XXXX

Company response to consumer: Closed with explanation