Consumer complaint received 2024-04-29 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: MN

Complaint narrative:
On XX/XX/XXXX, I initiated a dispute with Chase Bank regarding a transaction totaling {$1800.00} with the seller named XXXX, processed through XXXX. Despite not receiving any confirmation or goods for the payment made, the funds were deducted from my account due to a technical issue during the payment process, where the page refreshed without completing the transaction. Initially, both Chase Bank and XXXX provided me with refunds for the disputed amount. However, on XX/XX/XXXX, Chase Bank reversed the refund, citing that XXXX had already refunded the amount. Simultaneously, XXXX charged back the refunded amount from my XXXX balance, stating that it was a result of the claim filed through Chase Bank, and thus, they needed to recover the funds. In XXXX, I received correspondence from the bank confirming that the dispute was resolved in my favor, and I was entitled to reclaim the funds. However, both Chase Bank and XXXX are unwilling to facilitate the return of the {$1800.00} to me. Chase Bank maintains that since XXXX issued the refund, they are unable to intervene, despite the fact that XXXX deducted the funds from my XXXX balance. Conversely, XXXX claims that the funds are being held by Chase Bank and can only be refunded by them, not by XXXX. As a result of this impasse, I find myself in a situation where despite winning the claim, I am still out of pocket by {$1800.00}. 


Then I contacted XXXX, here is there response : " On XX/XX/XXXX, you sent a payment from your Account in the amount of {$1800.00} ( Payment ) to the seller ( Seller ), which was funded using your Credit Card. On XX/XX/XXXX, the Seller issued a refund of {$1800.00} ( Refund ) for the XXXX, which was credited to your Credit Card that same day. It is important to note that most refunds will appear within XXXX business days. However, refunds can take up to 30 days depending on your financial institution. On XX/XX/XXXX, XXXX received notification that a chargeback ( Chargeback ) was filed with your Credit Card issuer for the Payment. The Chargeback was filed because you indicated there was a problem with the goods or services you received. It is important to note that when a sender of a payment files a chargeback, the card issuer, not XXXX, will determine who wins the chargeback. On XX/XX/XXXX, XXXX disputed the Chargeback with your Credit Card issuer on the Sellers behalf. As such, XXXX was required to return {$1800.00} to your Credit Card issuer at that time. XXXX XXXX XXXX XXXX provides, in pertinent part, You must choose whether to pursue a dispute with XXXX under our Purchase Protection program, or to pursue the dispute with your card issuer. You cant do both at the same time or seek a double recovery. Accordingly, because we determined you had received duplicate reimbursement for the Payment from the Refund and the Chargeback, XXXX debited {$1800.00} from your Account that same day. I am sorry for any confusion regarding this Payment, and I appreciate you providing us the additional documentation. Upon receipt of your Complaint, we conducted an additional review and confirmed that no XXXX errors occurred when debiting your Account, as our records show that the funds for the Payment were returned to your Credit Card issuer both when the Refund was issued and when XXXX disputed the Chargeback. It is important to note that XXXX is unable to guarantee that funds from a chargeback reversal are credited to your credit card, as the funds are returned directly to the card issuer. To date, XXXX has not received notification from your card issuer regarding the final decision on your Chargeback. Please keep in mind that this chargeback process is operated entirely by your card issuer and we have no control over the outcome. Additionally, your card issuer XXXX notify you of their decision before XXXX is notified, and we are unable to take any action on the Payment until we receive a formal notification from your card issuer that the Chargeback has been closed. Lastly, XXXX is unable to guarantee that funds from a chargeback reversal are credited to your credit card, as the funds are returned directly to the card issuer. Therefore, while I understand this is not the answer you were seeking, we are declining your request for reimbursement at this time. Should XXXX receive notification directly from your card issuer that only XXXX credit was issued, XXXX will return the funds to your Account at that time. Otherwise, if you have questions about timing or ultimate resolution of the chargeback, we recommend that you reach out to your card issuer directly. '' Even though I have received the letter from Chase they made the decision in my favor, XXXX still need to get the result directly from Chase. Both XXXX and my chase website or app end still shows this case is under review. After that, I called the Chase Bank several times about this issue to let them inform the XXXX. But all they said it they have already update the result of the case which is in my favor, and there is nothing they can do. Chase bank refused to offer any help. But the only way for me to get the money back is the Chase Bank tneed to notify XXXX directly about the result. 

This situation is deeply frustrating and unfair, as I have already incurred significant financial losses due to this transaction. I kindly request your intervention in this matter to ensure a fair resolution. I believe that both Chase Bank and XXXX have a responsibility to honor the decision made in my favor and refund the deducted amount promptly. Your assistance in resolving this dispute would be greatly appreciated. Thank you for your attention to this matter. I look forward to your prompt response. Best regards, XXXX XXXX

Company response to consumer: Closed with explanation