Consumer complaint received 2024-10-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
Hello, I am trying to dispute charges made on a XXXX XXXX XXXX XXXX XXXX  ( XXXX XXXX  ) that has been online on the XXXX XXXX XXXX. The XXXX XXXX has a trustworthy reputation of apps so at first glance there seemed to be nothing wrong with it. However, the game got taken down from the XXXX XXXX due to copyright infringement and being a direct copy of another game ( I wasn't aware until it happened ) and players were notified to transfer their accounts to another new app ( XXXX ). These XXXX apps have different names but ultimately the game or company name they go under is " XXXX XXXX XXXXXXXX '' which is a XXXX based game. I had made purchases through XXXX XXXX and a third party payment which claimed to also be XXXX XXXX but is actually the XXXX company XXXX which is in charge of transactions. 


Upon trying to transfer data, I was not able to and effectively lost my account which I had spent money on the previous app, and filed a refund through XXXX and a chargeback with Chase on XX/XX/XXXX. With the XXXX dispute, they successfully refunded me without issue the following day. However, I was unsure what to do in the situation of the chargeback and mistakenly claimed it as an unauthorized charge which was fairfully denied. 


I then reached out to the customer support of XXXX XXXX XXXXXXXX on XX/XX/XXXX which is hosted on a XXXX  server ( I have evidence of the transcript with these support agents ) regarding the refund. The support agent had told me a refund was possible through the original payment website and that I needed access to my account which apparently was now banned due to me refunding on XXXX, but further went on to claim that I needed to respend the {$110.00} on a new account to get access to my old account and get the full refund there. I asked so many questions and clarifying if this was the correct method of action to get the full refund of {$200.00} made through XXXX ; they confirmed multiple times that I should spend the amount refunded to get my account back and that I would get the refund after. 


It wasn't until a second support agent took over and clarified that they " misunderstood '' my request and that unblocking my account would not allow me to get a refund and that I had to contact XXXX directly, but did not have the information to get in contact with XXXX or request a refund. They further shifted the blame on me for " miscommunication '' in their eyes, even though I had asked so many clarifying questions before going ahead and re-spending the money I got back from XXXX. I ended up having to spend {$120.00} and waited some time for them to verify that I did spend this money, but completely shifted to the fact that they " misunderstood '' my request. 

They further claimed XXXX manages their financial transactions and can not do anything about refunds directly.They would not take liability whatsoever and I have the full transcript of the conversation between the game company and I, highlighting their communication issues and telling me to repay them back the money. It's also important to note they never gave me back my account details either. 


I'm now having to send another claim dispute with XXXX with probably low chances with getting my money back from this XXXX scam company since I recently had filed for a refund before on the XXXX XXXX XXXX. I'm really hoping Chase will help me through this difficult issue as I had been taken advantage of and lost my money. I trust Chase and have been banking with them since forever and would really appreciate it if they can help me through this dispute and advise any other necessary actions that need to be taken. 


I've attached XXXX XXXX, the XXXX  has the conversation between me and the agent, the XXXX XXXX has the proofs of XXXX refunding me, and the XXXX XXXX has proof of the merging of both games and the server itself where I reached out to support.

Company response to consumer: Closed with explanation