Consumer complaint received 2026-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
SUMMARY : - Beginning in XX/XX/XXXX, and continuing through XX/XX/XXXX and XX/XX/XXXX, I have repeatedly contacted Chase and registered complaints regarding their refusal to return funds totalling {$1700.00} to me, either by directly crediting my Chase checking account, or crediting the amount to my Chase XXXX XXXX ( from which the funds were originally withdrawn ). 
- Chase has repeatedly responded with contradictory and deceptive information, depending on the back office representative I am speaking with on any given day. 
DETAILED TIMELINE : XXXX : XX/XX/XXXX : XXXX " XXXX XXXX '' issued a refund for the amount of {$2000.00} to Chase-issued " XXXX '' XXXX ( " the cc '' ). 
XX/XX/XXXX : - I called Chase Customer Service ( " XXXX '' ) for the cc to request an electronic funds transfer for the amount of {$1700.00} to my Chase checking account ( remaining balance after the {$2000.00} merchant refund had been applied to the then-current outstanding balance ) ; - Was advised by XXXX to complete an email in order to request the electronic transfer ; I confirmed my email address and was told the email would be received within XXXX hours of the call ; - Was also told that a check would be automatically sent to my mailing address if I did not complete the email process within a XXXX time frame ; - I specifically requested that a check not be mailed as I would be overseas and was concerned about the security of mailing a paper check given the large amount. 
XX/XX/XXXX : - Called CS for the cc as I had not received the email they promised and was told that a check had already been mailed on XX/XX/XXXX. 
XX/XX/XXXX : - No check has been received as of this date. 
- Spoke with XXXX different CS agents for the cc regarding this matter, including an escalation to XXXX, a supervisor. 
- Was advised the outstanding paper check would be cancelled and a new one reissued. 
XXXX : XX/XX/XXXX : - Reached out to XXXX XXXX XXXX XXXX XXXX for Chase in XXXX, New York XXXX who assisted me with attempting to resolve this issue as no check has been received to date. 
- XXXX, a different supervisor with the credit card department VERBALLY confirmed on a three-way call with XXXX XXXX that XXXX check would be cancelled ( unclear if this was the first or the purported second check that was supposedly mailed and has not been received ) and the funds credited back to the cc in the upcoming days. 
XX/XX/XXXX : - No funds have been credited to the cc or to my checking account as of this date. 
- I had a follow up conversation with XXXX XXXX who advised me that a different credit card support supervisor had now offered a contradictory explanation and said no funds would be returned to me unless I completed a paper attestation form and mailed it back to Chase.

Chase back-office representatives have assured me that EITHER 1 ) these funds will be returned to me, OR most recently 2 ) these funds will NOT be returned to me unless I complete a paper attestation than then MUST be mailed back to them - contradicting what other back office staff have represented to me on recorded lines. 

I have explained on every single recorded line conversation that I will not be stateside for approximately another five weeks, as I travel internationally extensively for my work as a Financial Crimes consultant.

Chase is deliberately and deceptively giving me contradictory information while refusing to credit me the funds that I am owed. A check in the amount of {$1700.00} has been missing since XXXX and Chase refuses to refund me the amount legally owed even though they have repeatedly assured me on recorded telephone lines that the funds would be returned to my credit card. 

Chase is legally obligated to return the credit balance to me within a specific timeframe. Under US regulations ( Truth in Lending Act, Regulation Z, 1026.11 ), a creditor must make a good faith effort to refund a credit balance that has remained in the account for more than XXXX months. Relevant to this scenario : I made a request and under Truth in Lending Act, the Bank must refund any remaining credit balance within XXXX business days.

Company response to consumer: Closed with explanation