Consumer complaint received 2021-06-21
Company: JPMORGAN CHASE & CO.
State: FL
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:
After a 10 month long investigation into my balance transfer issue for {$3200.00} ( details below, part of the first complaint ), J.P. Morgan Chase bank did not resolve the issue and simply proceeded to send me a letter that they are ending a relationship with me thereby closing my company 's business account, Chase Sapphire credit card and checking account I have had open since XXXX. As a result, when I called Chase to inquire about the status of my balance transfer case, I was told that since the account is open, representatives can not see any more details of my account. Chase wants to keep my money {$3200.00} and make me give up on this case by closing my accounts. This made me look for another institution, my investments, direct deposits for my employer and inconveniencing me over their mistake or internal fraud. My business also suffered because I had to move my merchant account as well and the Point of Sale. I have given them time since XX/XX/XXXX to investigate but NOBODY from the parties involved at J.P. Morgan Chase showed any interest in my issue as a consumer and treated me with disrespect every time I called. I even had 2 supervisors from Cardmember Services hang up on me. ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... To Whom It May Concern, I am writing you to resolve a 10-month dispute with bank J.P. Morgan Chase ( started in XX/XX/XXXX ) regarding a refund. I am a cardholder of Chase Sapphire Credit Card issued by J.P. Morgan Chase. In XX/XX/XXXX, a merchant refunded me {$3200.00}. I reached out to Chase Cardmember Services Department to request a check to be mailed to my home address. The representative advised me that the banks procedure is to send an email from Chase XXXX XXXX XXXX XXXX for me input my account information requesting an ACH deposit to the account that I desire. After 7 days of waiting for the email, I called Chase Cardmember Service to inquire about the status of the email. I was advised that the funds were already deposited into an account ending is XXXX ( attached letter from the bank ) on XX/XX/XXXX. I declared that this account is not mine and that I did not receive an email or requested the funds to be transferred to that account. Since XX/XX/XXXX, I have been trying to express to Chase Cardmember Services, Chase Executive Office, Fraud Department, Recoveries Department, Chase XXXX, Credit Balance Refund Team, Customer Protection Department, Identity Theft Department, Security Department, Customer Claims Department and 2 branch representatives ( XXXX XXXX, FL and XXXX, FL ) For detailed list of parties involved, see Annex A. On two occasions, I was able to have a Chase Cardmember Services supervisor speak with their counterpart at Chase XXXX to address the fact that CQP received incorrect instructions/email address from Cardmember Services and that for this reason, someone else was able to obtain my funds. Even though this was verified on two recorded calls, I am still waiting for my funds and nobody has sent me my check with the refund. 

Company 's Response Thank you for your patience We apologize for any confusion or frustration you experienced while we researched your concerns about not receiving the credit balance refund of {$3200.00}. We appreciate the feedback you provided about your experience with us and the length of time you spent attempting to resolve your concerns. Your feedback helps us serve you better. Our goal is to provide you with exceptional service, and we are sorry if we fell short this time. The {$3200.00} was deposited in a XXXX XXXX XXXX account XXXX XX/XX/XXXX, we made a deposit for {$3200.00} to the account ending in XXXX with XXXX XXXX XXXX. We have exhausted all our options throughout the duration of trying to get the refund returned to you. Please contact XXXX XXXX  XXXX directly. You may contact them at XXXX to locate the funds if you did not receive them. You can provide them with trace number XXXX so they can locate the funds in question. We closed your accounts The Deposit Account Agreement allows us to close accounts ( other than a CD ) at any time, for any reason or no reason, without giving a reason, and without prior notice. We gave you a copy of the agreement when you opened your accounts. You can see the current agreement at XXXX. We mailed you the enclosed letter about the account closures on XX/XX/XXXX. Our decision to close your accounts will not change, and no new accounts can be opened. We show you visited our XXXX XXXX branch on XX/XX/XXXX, to close your business account ending in XXXX and personal account ending in XXXX. On XX/XX/XXXX, we show you visited the same branch to close your account personal ending in XXXX. We understand your complaint is of great importance and you wish a particular outcome. We are committed to service excellence and have given much consideration to your issue ; however, we have no further recourse in this matter. Thus, we consider our position to be reasonable, accurate and final and we will no longer respond regarding this matter. 

INSUFFICIENT INFORMATION TO TRACK THE FUNDS PER XXXX XXXX  XXXX XXXX BANKER IN BRANCH XXXX XXXX XXXX, XXXX XXXX, FL XXXX. 

Company 's feedback is not sufficient to resolve my claim. I went to XXXX XXXXf XXXX per Chase instructions but the TRACE number Chase provided is not recognized by XXXX XXXX XXXX. XXXX XXXX XXXX uses a 15 digit tracking number for ACH transactions. Chase needs to provide a 15 digit tracking number in a letter sent to my address in order for XXXX XXXX XXXXXXXX to open a case and commence an investigation to track down the funds. Also, last 4 DIGITS OF THE ACCOUNT NUMBER PROVIDED BY CHASE IN XXXX XXXX XXXX ARE NO SUFFICIENT AS THEY HAVE HUNDREDS OF ACCOUNTS ENDING WITH THOSE NUMBERS PER PERSONAL BANKER. PLEASE PROVIDE ADDITIONAL DETAILS ABOUT THE ACCOUNT OBTAINED FROM CHASE XXXX WHICH I CONFIRMED THEY HAVE RECORD OF.

Company response to consumer: Closed with explanation