Consumer complaint received 2025-01-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
XX/XX/XXXX I requested a cancellation of services and a refund from XXXX XXXX XXXX XXXX since their advertising was false stating the offered unlimited coaching and all inclusive technology resources for their coaching program. The program offers, statements of provided services were not met. I was provided 15 minutes of coaching since the XXXX registration of the program. I did not receive unlimited coaching or all inclusive technology as I endured additional technology fees of over {$200.00}. The XXXX XXXX XXXX refused stating they provide no refunds and have a no cancellation clause. 
XX/XX/XXXX Requested Chase chargeback & stop payment to XXXX XXXX XXXX XXXX for falsified advertising and not rendering services as stated in their agreement for coaching services. The original transaction dates were XX/XX/XXXX for {$3000.00} and XX/XX/XXXX for {$1000.00}. The claim number was XXXX XX/XX/XXXX - I was charged {$1000.00} by XXXX XXXX XXXX XXXX since they refused to cancel the program. 
As of XX/XX/XXXX, I paid the XXXX XXXX XXXX a total of {$5000.00}. 
When the XXXX XXXX XXXX received the chargeback, they told Chase they provided me ( XXXX XXXX ) a full refund. 
XX/XX/XXXX - XXXX XXXXXXXX XXXX XXXX sent back a refund of {$1000.00}. This had nothing to do with my original chargeback requests for the XX/XX/XXXX {$3000.00} and XX/XX/XXXX {$1000.00} payment. 
XX/XX/XXXX Since XXXX XXXXXXXX XXXX XXXX continued to tell Chase they had provided a refund, Chase Bank provided a Claim reversal on my account for {$1000.00}. Chase Bank then sent a chargeback lost statement to XXXX XXXX the payment processor for XXXX XXXX XXXX XXXX. 
I did not receive a refund. 
XX/XX/XXXX Since XXXX XXXX XXXX XXXX again told Chase they had provided a refund. Chase Bank provided a Claim reversal on my account for {$3000.00}. Chase Bank then send a chargeback lost statement to XXXX XXXX the payment processor for XXXX XXXX XXXX XXXX. 
I did not receive a refund from XXXX XXXXXXXX XXXX XXXX. 

I spoke numerous times with Chase Bank then told me they provided the funds back to the XXXX. Which was not true. I was told to go back to the merchant to request a refund. 
However, the dispute process on XXXX XXXX XXXX Can I refund the customer instead of accepting a dispute? 
If you agree with a cardholders dispute either accept it in your online portal or allow it to expire. It is advised to never issue a refund after a dispute has been received as this goes against network rules of processing. 

XX/XX/XXXX - I filed complaints with the XXXX XXXX XXXX  and the Illinois Attorney General. 
XX/XX/XXXX The XXXX XXXX XXXX  and the Illinois Attorney General received documentation from XXXX XXXX XXXX XXXX proof from the payment processor XXXX XXXX the chargeback was lost and to speak to Chase Bank. 
XX/XX/XXXX Legal representation from XXXX XXXX XXXX XXXX again stated the chargeback was lost and the funds were with the consumer ( XXXX XXXX ) XX/XX/XXXX Met with Chase Banker in person at the XXXXXXXX XXXX  office. We called into the Claims Department. Upon reviewing my claim and account, the representative admitted Chase Bank had made an error to my account. Instead of promptly returning the funds of {$4000.00}, I was told Chase Bank would send the money back to XXXX XXXX XXXX XXXX and I would have to request a refund. I was told all items would be cleared by XX/XX/XXXX. I requested a refund 2 times with all of the channels XXXX XXXXXXXX XXXX XXXX, their attorney, the Illinois Attorney General and XXXX XXXX No refund has been issued and Chase Bank has not resolved this issue. 
XX/XX/XXXX I returned to Chase Bank XXXX. We again spoke to a claims agent who told me directly nothing would happen on my case because it was over 6 months. I told her the story and she stated the notes discussed Chase sending the money back to XXXX XXXX XXXX XXXX. She could not provide me with any documentation or tracking. The Chase representative told me to go back to the XXXX request a refund even though it is a payment processing rule to NOT provide refunds from Merchant to Consumer. 
XX/XX/XXXX - At this point, Chase Bank remains with my {$4000.00} funds from this chargeback / dispute claim. 
This is clearly an error of processing by Chase Bank and the money needs to be returned.

Company response to consumer: Closed with explanation