Consumer complaint received 2024-07-30
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO. (NV)

On XX/XX/year> I attempted XXXX separate cash advances for {$3600.00} ( plus XXXX advance fee ) totaling {$3700.00} at the XXXX XXXX in XXXX XXXX. The second transaction attempt was made due to the first being declined, but ultimately both transactions declined. Note XXXX is the third party payment processor for the XXXX XXXX which I will continuously reference below. 

I opened a claim on XX/XX/year> with XXXX, since the amount of {$3700.00} still deducted from my account. XXXX temporarily credited the full amount while they performed an investigation. However, XXXX ultimately ruled the temporary credit be reversed due to the transaction on their side showed " approved '', but the primary reason for the credit reversal explained was due to " the transaction of nature '' and they are not obligated to further investigate. XXXX removed the credit for the full amount of {$3700.00} and the amount went missing. I could not retrieve the money from either XXXX or XXXX 's third party payment processor XXXX ( since from XXXX side a cash advance did not process ). 

I pushed XXXX to reopen the claim and was successful since I was able to provide a proof of decline documentation received from XXXX. However, once again XXXX closed the claim after a few days. The explanation again, the transaction approved and due to " the transaction nature '' they are not obligated to pursue further investigate. I am unable still as of XX/XX/year> receive a clear explanation what " the nature of transaction '' means. XXXX simply continues to state there's nothing else they can do and the claim will remain denied. 

Approximately 3 months later at the end of XXXX, I immediately contacted XXXX when surprisingly and joyfully I saw a credit for the full amount of {$3700.00} on XX/XX/XXXX. However, after speaking to an agent it was explained the credit would be reversed again, and it was an electronic mistake on XXXX 's half. Somehow their system automatically credited my account for reasons unknown. It was explained the credit was a mistake, since if a customer 's related claim denied, a credit should never be applied. XXXX removed the credit once again and my funds remain missing indefinitely. 

XXXX is requesting XXXX file a charge dispute with them so they can further work with XXXX to investigate the reason behind XXXX 's claim a transaction approved. They can provide proof of document both cash advance attempts failed and is willing to investigate further the reasoning behind XXXX 's claim a transaction approved. XXXX and XXXX XXXX have been very supportive. The XXXX XXXX and XXXX are not in the business to perform an illegal transaction act as they must also hold a higher reputation. 

XXXX claims the primary reason for closing my claim is because the nature of the transaction is not in their obligation to pursue. What does this specifically means? They simply stated it is XXXX 's policy due to the nature of the transaction and no further explanation provided and over a dozen apologies from them. Their lack of consumer support is worrisome and unacceptable. XXXX can not open an investigation since XXXX needs to contact them directly to initiate a dispute charge, but XXXX refuses to reopen my claim and will not open a dispute charge with XXXX. My {$3700.00} remains missing indefinitely. 

I have the following on hand. 

Bank statements showing all debits, credit, and credit reversal for specific amounts with dates. 

Proof of transaction decline from third-party payment processor XXXX. 

I also proactively provided XXXX the phone number and contact for the third party and proof of documentation of decline.