Consumer complaint received 2025-04-21 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Problem using the card to withdraw money from an ATM
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Hello, I am XXXX XXXX and I am an international student major in XXXX XXXX, currently freshmen studying and living at XXXX, XXXXXXXX XXXX I am initiating this complaint because of following incidents. And I hope to get immediately response and it can help me resolve my problem Incident Details : Travel Card No : XXXX Card holder name : XXXX XXXX Date of Transaction : XXXX XXXXXXXX XXXX Time of Transaction : around XXXX XXXX  ( XXXX XXXX ) Amount Attempted to Withdraw : {$800.00} ATM Charge : {$5.00} ATM Used : Chase Bank ATM ( U.S. ) Location : XXXX XXXX, XXXXXXXX XXXX Issue : The ATM was unable to dispense the cash, but my travel card was still debited for {$800.00} along with an additional {$5.00} ATM fee. 
Receipt Details : The transaction receipt from the ATM clearly states that the cash was not dispensed and I should contact the Chase customer service. 
Actions Taken : Immediately Reported to Chase : After the failed withdrawal, I visited a Chase branch and presented the receipt. The banker XXXX XXXX informed me that since Chase did not process the cash withdrawal, I needed to contact my home bank ( XXXX  ) to initiate a chargeback dispute. 

I also called Chase Customer Service which confirmed that my home bank ( XXXX ) must initiate the dispute process on my behalf. 

So, Following suggestion/instructions, I contacted XXXX and requested a dispute, but the claim was unfortunately declined by Chase. 

Previous Related Incident ( XX/XX/year> ) : On XX/XX/XXXX, I attempted to withdraw amount around $ XXXX {$1000.00} from a Chase ATM and faced a similar issue. However, at that time, the ATM failure was attributed to a machine error, and the transaction was automatically reversedI received the refund immediately. Since that previous issue was resolved without any dispute, I believed the same would happen again or the cash might get dispense with another attempt and I attempted another withdrawal in XX/XX/XXXX. 

Additional Transactions & Financial Impact : Before the disputed transaction, my card balance was around {$1800.00}. 

After the failed withdrawal, my balance dropped to around {$900.00} due to the {$800.00} deduction and {$5.00} ATM fee. 

Follow-up Transaction : The day after the failed transaction, I attempted a withdrawal of {$1700.00} using the advance purchase system, thinking that it might also get reversed. However, it did not, so I had to withdraw {$800.00} manually and deposit it into my Chase account to cover my expenses. 

And also recently I have visited chase local branch multiple times and requested to the banker XXXX XXXX for various information that they can share with and also I requested her to talk with branch manager and other higher up but all they able to give me was same old advice that I need to go through XXXX bank for initiate new dispute to claim my money on behalf of me. 

Given the circumstances and the fact that Chase has indicated that XXXX must initiate the dispute, I already request XXXX to Initiate a new dispute/chargeback process with Chase on my behalf. But I don't know if this dispute can guarantee of getting my money back. So I would greatly appreciate your prompt attention to this matter, as this issue has caused significant financial strain too. Please let me know if you need any additional details or documentation to proceed with the dispute. 

Thank you for your time and assistance. I look forward to your response. 

Best regards, XXXX XXXX

Company response to consumer: Closed with explanation