Consumer complaint received 2025-05-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
On XX/XX/year> I called Chase to submit a poor service claim for a botched hair service that was given to me and the merchant would not help to fix it, forcing me to pay XXXX dollars at a different salon to fix it. The representative gave me an immediate refund and told me everything was taken care of. Today, XX/XX/XXXX, I looked at my account to discover the refund was taken away, and I have still been charged for this service. I called to find out what happened. And was told various things between three representatives and a supervisor. I was first told that the claim could not go through because Chase doesn't have the authority to investigate poor service claims for hair/beauty and that I was emailed about the temporary status of the refund as well as the final finding on the matter. I never received such emails, nor was I ever told during my claim process that my refund was only temporary or that anything else would happen further regarding my claim. I was told everything was taken care of and not to worry about it. After I was told Chase emailed me, I informed the representative that while I do have emails from Chase, I do not have any regarding the temporary status of the refund or the one about the final finding. The representative told me I would have to tell her my email address to confirm these emails were sent to the correct address. I gave her my XXXX address, and she confirmed the emails were sent there, but they were definitely not there. I think she hung up on me because she didn't want to deal with the situation, so I had to call back. I explained the situation to the representative and was told Chase could do nothing to help me and that they have no complaints department. I told him how I was not given any clarity on this claims process, nor was I told the refund was temporary or that I would be receiving email notifications. I also told him I was never told that Chase could not actually authorize an investigation on hair/beauty services and asked why I was allowed to file the claim at all. He did nothing to help me. I brought up the lack of emails sent to me about any of this. He then told me I had opted to receive electronic communications, which I confirmed. He then told me that the emails sent to me about the claim were not actually sent to my email address like I had just been told by a different representative. He told me I had to go to my Chase account online, and on the main page I had to click " Statements and Documents. '' Once I did this, I had to click on " Accounts, '' and he told me to scroll down until I found " Notices and Letters. '' I did this, and that's where the emails were actually sent. They never got sent to my email address at all. In fact, this man acted like I was an XXXX for not knowing where to find these communications because I had elected to receive electronic communications. I have been with Chase for 23 years and was never aware of this until today. I reasonably believed I was getting all communications from Chase via email to my XXXX address, as I have plenty of emails from them in that account.

In summary : I disputed a charge with Chase after receiving a botched hair service and was issued a refund. Weeks later, the charge was reinstated without notice. Chase now claims I was notified via secure message, but I never received any alert or email. I reasonably believed I would be emailed, and I was n
ever told the refund was temporary. I confirmed my correct email address. Ive spoken with multiple reps and supervisors, and each has provided different answers. I was also told by one rep that Chase doesnt handle these kinds of claims, which raises the question of why my dispute was processed at all. This entire process has been confusing, inconsistent, and has cost me financially due to Chases lack of clear communication.

Company response to consumer: Closed with explanation