JPMorgan Chase & Co. Prepaid Card Complaint

JPMorgan Chase & Co. Prepaid card department,

Other special purpose card Unauthorized transactions/trans. issues Texas

On -/-/16, I used my card at a Chase bank ATM to withdrawal $500.00 from my card. I received a receipt that says " transaction denied '' and did not receive the $500.00 I requested. I then went to a - - ATM and was able to withdrawal $500.00 twice, for a total of $1000.00. I checked my account balance on -/-/16 and saw that the $500.00 that I did not receive was deducted from my account. I contacted customer service and submitted an oral dispute claim. I was instructed to fax a written statement within - business days and was given a reference number. On -/-/16, I faxed this written statement to the number provided. On -/-/16, I contacted customer service to check on the status of the dispute. I was told they had no information for me and they could not confirm or deny receipt of my faxed statement. I asked to speak


On -/-/16, I contacted customer service again, as this was the 10th business day and I did not have a provisional credit in my account. I was told by customer service that my account stated I would receive provisional credit on -/-/16, if they received my faxed written statement. I communicated that I had faxed this written statement twice and confirmed the correct fax number. After being put on hold for several minutes, I was told they did n't have it and I would not receive provisional credit until they received it. I referenced Regulation E, which states that the company is required to provide provisional credit within 10 business days of receiving the oral complaint, regardless of their requirement of written documentation. The customer service representative told me she would forward the information to her supervisor, -. I informed her that I would be contacting consumer finance if I did n't have the credit in my account, which to date, I do not.