Consumer complaint received 2026-06-09 00:00:00
Product: Debt collection — I do not know
Issue: False statements or representation — Attempted to collect wrong amount
Company: JPMORGAN CHASE & CO.
State: UT

Complaint narrative:
CFPB Complaint Refund Not Received / Closed Account Processing Issue Company : JPMorgan Chase Bank, N.A. Issue Type : Credit card refund not received / account servicing error Consumer Information ( to be completed in CFPB form ) Name : [ Your full name ] Address : [ Your address ] Phone : [ Your phone number ] Email : [ Your email ] Complaint Summary I am filing this complaint regarding an unresolved refund associated with a closed JPMorgan Chase credit card account. A merchant ( XXXX ) issued a refund of approximately {$100.00} on XX/XX/XXXX, to my Chase credit card account. The account had previously been closed. The merchant confirmed the refund was successfully transmitted to JPMorgan Chase Bank and provided the Acquirer Reference Number ( ARN ) : ARN : XXXX Despite multiple attempts to resolve this issue through Chase customer service and executive escalation channels, Chase has not been able to provide a clear accounting of what happened to these funds. Timeline of Events * XX/XX/XXXX : Original purchase made using Chase credit card * Account later closed prior to refund * XX/XX/XXXX : Merchant ( XXXX ) issued refund and confirmed transmission to Chase * XX/XX/XXXX : Merchant provided ARN for trace purposes * XXXX XXXX : Multiple contacts with Chase customer service and escalation teams * XX/XX/XXXX : Executive escalation case closed without resolution or explanation of refund disposition Issue Description Chase has acknowledged reviewing my account information but has not provided a definitive explanation regarding the disposition of the refund. Despite providing the ARN and other requested details, I have not received answers to the following : * Whether the refund was received by Chase * Whether the refund posted to the closed account ledger * Whether a refund check was issued, mailed, returned, or voided * Whether the funds were transferred to another account * Where the funds are currently held within Chase systems Most recently, I was informed that the case was closed because Chase could not locate the refund using the information provided, and I was asked to provide additional information to assist in locating funds that were already confirmed as sent to Chase by the merchant. I have made repeated good-faith efforts to resolve this directly with the bank, including providing all requested documentation and participating in multiple support interactions. Harm/ Impact While the amount is approximately {$100.00}, the primary issue is the lack of accounting transparency and inability of the bank to explain the disposition of funds sent to a closed account. Desired Resolution I request that JPMorgan Chase Bank : 1. Conduct a full internal trace of the refund associated with ARN XXXX 2. Provide written confirmation of whether the refund was received 3. Provide documentation of how the funds were processed ( applied, check issued, or otherwise dispositioned ) 4. Return any funds owed to me that were received by Chase but not remitted 5. Provide a final written explanation of the outcome of the investigation Supporting Documentation I am attaching : * Merchant refund confirmation ( XXXX ) * ARN documentation * Email correspondence with Chase Executive Escalation team * Case closure notification * Any additional supporting records of communication Additional Notes Multiple customer service calls were conducted on recorded lines. These recordings should confirm my attempts to resolve this matter and the information previously provided to Chase. I am requesting a formal resolution and accounting of this refund issue.

Company response to consumer: Closed with explanation