Consumer complaint received 2023-12-28
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: JPMORGAN CHASE & CO. (FL)

I ordered a payment to my Chase XXXX card through my bank 's bill pay ( XX/XX/XXXX ). I went to transfer money into my checking account, but mistakenly I must have failed to hit the " submit '' button. That was my fault. The payment was rejected so Immediately completed the intended transfer into my checking and ordered the payment to Chase once again ( XX/XX/XXXX ) and the payment was completed on XX/XX/XXXX. on XX/XX/XXXX, Chase re-tried to complete my original order of payment and was successful, resulting in the double payment of that bill. The amount of each of these transactions was {$11000.00}. 
On either XX/XX/XXXX or XX/XX/XXXX, I called my bank XXXX XXXX XXXX and they were unable to reverse either of the payments. I called customer service at Chase and requested that they refund XXXX of my payments of {$11000.00}. They said that it was their procedure top open a case and they would have more information about my request in XXXX business days. Both payments were already reflected on my account ( I looked online ). I told them that I needed this money to pay holiday bonuses to my employees and they said that there was nothing more that they could do ; this is their procedure. 

I got the phone number ( XXXX search ) for their XXXX offices, in an attempt to escalate this and expedite the resolution ( getting my own money back ). I was assigned a case # and was told that escalation takes XXXX business days! I was first told that they could only refund me by check ( once it went through their process ) and that it would be sent via regular mail. I asked if it could be sent overnight ( even at my expense ) and they said " No ''. I was later told that since it was paid via my bank 's online XXXX XXXX, that would be how they had to return the money. Nobody was being helpful and was repeatedly told that this is their procedure. 

I called several times to find out what the status of my case was not given any further info until XX/XX/XXXX or XX/XX/XXXX saying it was sent back to me via bill pay on XX/XX/XXXX. I asked if there was a phone number that I could call to check the status and was told " No ''. That may have come from Chase 's XXXX XXXX I called again on XX/XX/XXXX and left a message with the corporate offices to have the person assigned to my case call me on both XX/XX/XXXX and I believe XX/XX/XXXX. In addition, I requested a call from a Supervisor. To date, I have not received a return phone call. 

I called again today ( XX/XX/XXXX ) and was told that they would leave another message for the woman working my case and that the request for a Supervisor call back was never entered into their system. It had been made very clear that I wanted this in addition to my " case worker ''. She entered the request for the Supervisor to call but said that she was out of the office today. I asked for another Supervisor but was told that only " my case worker 's Supervisor could speak with me. I then asked who regulates the bank 's credit card division and was repeatedly told that I would have to find that out through my own resources and the woman refused to answer any further questions. 

As it stands, I still don't have my $ XXXX back. It has been XXXX  days and it has caused problems in my business, hot to mention the extreme stress that I am experiencing. 

Can you help me? Is there any action that I can take, a formal complaint, legal action, etc.? 

Thank you.