Consumer complaint received 2025-03-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: JPMORGAN CHASE & CO.
State: NC

Complaint narrative:
On Thursday, XX/XX/XXXX I made an online payment to pay by balance. At the time I accidentally {$11000.00} rather than {$1800.00}. The payment was processed by Chase Bank on Friday, XX/XX/XXXX. 

On Monday, XX/XX/XXXX I questioned why my bank account was - {$2700.00} and realized the error that I had made. I immediately called Chase and was advised that I needed to send proof that the amount was deducted from my account via a screenshot that should be submitted on the Message feature on the app. I was told that if the info was submitted immediately that I should receive the refund by the end of the week. I immediately complied. 

On Wednesday, XX/XX/XXXX I received a message that Chase required a bank statement showing the charge, my routing and account number and a copy of a voided check. This info could only be provided via fax or mail. This is XXXX Chase eagerly accepts online payments yet when they need to refund money fax or mail is the only option? 

I called that same day and spoke with a representative. I explained that I would not receive a statement for XXXX transactions until XXXX and to expect me to wait a month for a refund was ridiculous. I also explained that I do not use checks. The person I talked to said that my bank could send documentation showing that the money had been withdrawn and if they provided my checking/routine number the money would be returned immediately. 

On Wednesday, XX/XX/XXXX I still had not received the payment. I called again and spoke to someone who was actually helpful. He said that my refund had been rejected multiple times and was not being processed because they had not received a voided check. I explained the previous conversation that I had about not using checks and asked why no one from Chase had called, emailed or sent a text letting me know that it kept getting rejected. If I owed Chase XXXX I guarantee they would use every form of communication available to contact me for their money! The person advised that I ask my bank to create a starter check with my info on it - again it could only be mailed or sent via fax. He said the refund should be promptly issued once that was received- no more than 3-5 business days but he would note that I was leaving the country for two weeks on Friday, XX/XX/XXXX and desperately needed the refund. 

On Thursday, XX/XX/XXXX my bank sent a voided starter check via fax around XXXX. 

On Friday, XX/XX/XXXX the money was still NOT in my account so I called Chase again. I was told that the refund had been approved but it would be 7-14 business days until I received the card. At this point I was furious from being told so many different answers. I asked to speak to the persons supervisor and was told that was not an option because my supervisor does not accept direct calls. 

Chase has clearly given me the run around and as of today, Tuesday, XX/XX/XXXX I STILL have not received the refund. 

XXXX may not seem like a lot of o some people but for me it is. I have had to transfer money from a high interest savings and am losing 4 % interest daily.

Company response to consumer: Closed with explanation