Consumer complaint received 2024-10-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I am writing to file a complaint regarding the handling of my refund over the past four months, since XX/XX/XXXX. I hoped for a prompt resolution, but the responses I have received from the Chase Bank indicate that no meaningful action has been taken by their investigating team. 

We used the Chase XXXX credit card to pay for a XXXXXXXX XXXX deposit in the amount of {$900.00} on XX/XX/XXXX ( last year ). This credit card was terminated in XX/XX/XXXX. On XX/XX/XXXX ( this year ), we requested that the {$900.00} deposit be refunded and recharged on a different card when we paid for the final payment of the cruise ( for travel insurance purpose ). XXXXXXXXXXXX XXXX processed the refund to the now-closed account, per their policy, then charged the {$900.00} deposit accordingly. Chase confirmed receipt of this credit from XXXX XXXX, but since then, has mishandled our refund and we have not received any credit to our accounts. 

A Chase representative informed me that a check would be issued to us once the credit was located when we called to follow up with the refund on XXXX XXXX. However, in early XXXX, we received a letter ( dated XXXX XXXX ) stating that a refund was sent back to the merchants bank instead. We were provided with a Reference number for the refund and asked to contact XXXX XXXX to resove this matter. After multiple inquiries, XXXX XXXX confirmed that they have not received any credit linked to the transaction reference number provided by Chase. 

Furthermore, it is troubling that a major financial institution lacks transaction records to confirm that the funds were transferred. No one was able to find any relevant information related to the refund reference number nor the history of fund transaction in the Chase system. 

We have been continuing follow-up throughout the last four months. On XX/XX/XXXX, we were advised to send a letter to request for the refund by our local Chase Bank branch manager and we received a repeated letter ( dated XX/XX/XXXX ) as Chases solution. This situation raises significant concerns for me as a long-term and loyal customer. 

We are extremely disappointed with how this situation has been handled. We expected a much higher level of service and attention to detail from an institution like Chase, and We are frustrated that it has taken this long to receive what could have been a simple refund to me. 

At this point, we are left wondering where my {$900.00} credit is? Please review the transaction history associated with the reference number and assist in locating these funds as soon as possible and provide me with a suitable resolution to this issue. 

Your immediate attention to this matter would be much appreciated. We have attached copies of the letters as well as the timeline of events for your reference. I look forward to your prompt response. Please feel free to contact us if you need any further information regarding this claim.

Company response to consumer: Closed with explanation