Consumer complaint received 2020-06-01
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
On XX/XX/2020, I bought an online course from XXXX XXXX XXXX. 

Unfortunately, They didn't deliver the product and I could not get in contact with the merchant, so I did a Claim for the amount ( and got the money on XX/XX/2020 ). 
However, The merchant corrected their problems and my online course was delivered. 
I did a claim reversal at that time, so the merchant would get paid. On XX/XX/2020 money was drawn from my checking account. 
I am very disappointed since the money has not come to the merchant yet, and my course/account account at the merchant has been locked due to course not paid. 

To resolve the problem I have been in contact with Chase Bank, Claims department on multiple occasions and done everything they have told me to do. Promises has been made from Chase Bank ( that has not been kept ) and nobody at Chase Bank, Claims department wants to solve this issue and only put blame the merchant. 

Transcript from my checking account ( ... XXXX ). 
XX/XX/2020 XXXX XXXX XXXX - {$130.00} XX/XX/2020 Reversal : XXXX XXXX XXXX {$130.00} XX/XX/2020 Claim reversal : XXXX XXXX XXXX - {$130.00} I have been told that the Merchant will get their money on XX/XX/XXXX, and on XX/XX/XXXX ( This date does not seem to be correct ). 

On XX/XX/XXXX and XX/XX/XXXX I was promised that I would have a mail sent home to me that would show that money had been confirmed by the Merchants bank, but no mail was send from Chase Bank ( Confirmed on the call to Claims on XX/XX/2020 by Claims manager on the phone ). 

On XX/XX/XXXX, I was on call with a Manager on Claims department that said that VISA confirmation number ( XXXX ) would prove that money was received by the XXXX XXXX  ( They still can not find the money ). 
So far I have spent close to five hours on the phone with Chase Bank, Claims. 

Contact with the merchant is sent to XXXX XXXX : Why is it not possible for me to pay a new course? 
Contact photo From XXXX on XXXX XXXX Details Plain text Hello XXXX, Could you confirm concrete date please? 

Friday, XX/XX/2020, XXXX XXXX, you wrote : I canceled first and then told my bank to send the money again and my bank says your bank has received the money that was sen XX/XX/XXXX or XX/XX/XXXX ( I dont know why my bank has given me two different dates ). 

Best, XXXX XXXX XXXX ( XXXX ) XXXX On Fri, XX/XX/2020 at XXXX AM XXXX, XXXX wrote : Re : Why is it not possible for me to pay a new course? Hello XXXX, We can only confirm that the Chargeback was net cancelled from your side! 

Friday, XX/XX/2020, XXXX XXXX, you wrote : Hi, I am sorry, but I do not understand what you mean. 

Best, XXXX XXXX On XX/XX/2020, at XXXX XXXX, XXXX XXXX XXXX wrote : Okay, Then I have to do a fraud claim since VISA state that money is received by your bank. 

I will keep you updated. 

Kind regards, XXXX XXXX On XX/XX/2020, at XXXX XXXX, XXXX wrote : Re : FW : Why is it not possible for me to pay a new course? 
Hello XXXX, We can't reactivate the product till status of the charge will not be changed to " Withdrawn Chargeback ''! 

Wednesday, XX/XX/2020, XXXX XXXX, you wrote : Hello, Since this is a VISA transaction then there is no screen shoots to send, but if you can not find the transaction then I will open a fraud case with VISA so they can look into this missing transaction. 
I paid and VISA held the money for over a month before they sent the payment to you and I can not get printouts on VISAs transactions. 
And I have already sent screen shoots of the transactions from my account XXXX more than once ).

Kind regards, XXXX On XXXX XXXX, XXXX wrote : Hello XXXX, Could you please provide us with all screen shots associated with the charge 's status you can? 

Tuesday, XX/XX/2020, XXXX XXXX, you wrote : Hi again, I just came off the phone with my bank. 
They state that VISA did send funds to you and this is VISAs confirmation number for that transaction. ( XXXX ). 
The amount is {$130.00} sent in to your account. 
Kind regards, XXXX XXXX On XXXX XXXX, XXXX wrote : Hi, Your account was locked because of Chargeback initiated from your side and associated with your previous CISSP Bundle. 

" Chargeback '' means refund without our participation. 

To reactivate account you'll need to compensate amount of Chargeback - {$130.00} USD Tuesday, XX/XX/2020, XXXX XXXX, you wrote : Customers account marked as frauder, and he is looking to buy Admin : XXXX : XXXX Best Regards XXXX  support Team XXXX From : XXXX XXXX [ mailto : XXXX ] Sent : Tuesday, XX/XX/2020 XXXX XXXX  To : XXXX Subject : Why is it not possible for me to pay a new course? 

Hi, I really want this course and my bank seems to have problem sending the paper that show a payment to you on XX/XX/XXXX from XXXX XXXX. 
My idea was to purchase it again and hunt my bank down while XXXX study, but I have tried more than once and it is not possible to pay. 
Have you locked my account? 

Kind regards, XXXX -- Best regards, Info mailto : XXXX -- Best regards, Info mailto : XXXX -- Best regards, Info mailto : XXXX -- Best regards, Info mailto : XXXX -- Best regards, Info mailto : XXXX XXXX

Company response to consumer: Closed with explanation