Consumer complaint received 2024-07-27
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO. (AR)

A refund check was issued to me on XX/XX/XXXX by my credit card company Chase Amazon Visa after having a dispute found in my favor. In haste, XX/XX/XXXX we had the check deposited into my partner 's account. We were in the process in having it turned into a joint account by mail-in application. Soon after, his account is closed and the check and funds held by XXXX. 

Since then him and myself have been trying to work with Chase and XXXX in order to get the check back to me or sent back to Chase. We will call both banks every Monday and every call is half a day of talking ( up to 8 hrs ) to multiple departments ( fraud, check fraud, check securities, disputes, account management ), being transferred to multiple agents having to repeat the situation, being told different pieces of information The one piece we kept getting told is that Chase needs to contact XXXX to recall the check, or file a claim for that check. XXXX will not issue the check back to me unless I am verified by a local branch which is logistically impossible, nearest XXXX branch ( XXXX miles from my location ). At the same time, its been over 6 weeks which by now any funds that were to be returned to either my Chase credit account or myself have not been received as of yet. One week XXXX told my partner that the account was opened and soon have access to the funds, then another week he was told that the check was returned to Chase ( As of XX/XX/XXXX Chase confirms they have not received anything from XXXX ). In every call they describe to us different processes in order to communicate to them to return the check to Chase. Every week was a different story and we would wait for the week to see if anything would change or come in. Nothing. 

At one point we thought we were making head way that we found a department within XXXX called the Executive Response Review Team and made a report. Call back XXXX, and Report XXXX # XXXX. Our case manager 's name was XXXX. The report was closed with her not able to do nothing about the check or account, and to contact Chase to file a claim. 

One Monday while on call with Chase we spoke with a supervisor from Check Recovery that understood our situation and that he was going to put in a stop payment request to XXXX. He needed us to put in the disputes again that stemmed from the refund check. We did but we wanted to get connected back to him but the agent couldn't find that person and by then we were on the phone for over XXXX hours we were tired. To this day, no request to stop payment on the check was made to XXXX or a call back. 

What we know is that XXXX is confirming that the account is closed, the check was deposited into the account but we don't have access to it. Chase says its cashed which they say is different then deposited. Once cashed its out of their hands. We tell this to XXXX but XXXX says that we must get ahold of the original issuer of the check ( Chase ) to have them recall the check or file the claim since neither of us can do it. Chase says they don't do that and circles back with saying my partner must contact XXXX to have the check issued back. He has already tried and he gets redirect back with Chase must contact them to tell them what to do with the check. We have tried everything that both Chase and XXXX have suggested that we must do. Nothing has work. 

In the end, there is {$1300.00} floating around at XXXX that will not release it back without any communication from Chase. Chase refuses to do so. My partner and myself are stuck in the middle. We are requesting that either XXXX to issue a new check back to me XXXX XXXX the original payee or Chase communicates to XXXX to reclaim the funds of the orginal refund check either in the form of a check or however back to Chase the original issuer of the check.