Chase Card declined but took my money.

I’ve been using the Chase bank app and card for a few months only for small purchases and use the round up to get 5%. Last week I tried to use my Chase card in my local Tesco’s to pay for groceries but my card was declined so I used my debit card. This payment went through. However on checking my Chase account, the amount had also been taken despite the card being declined. So I’ve paid twice for the same groceries. Contacted Chase via their messaging service and also contacted Tesco’s several times. Tesco’s have no record of the Chase transaction and Chase say it’s still pending and they can’t cancel it until Tesco’s refuse it. However Tesco’s are saying that the responsibility lies with Chase and vice versa so I’m stuck in the middle. Only consolation is that it was only for about £50. But as a senior citizen I need that money back. I asked to speak with a Line Manager at Chase and again despite saying that the bank is concerned, blah blah, blah they say they can only open a ‘ticket’ for the matter to be investigated and they said this can take up to 30 days. I responded by saying I’m surprised that such a large bank is dragging their heels as I supplied screen shots of the transactions (security details removed from my debit account) and I’m reluctant to use my card again in case the same thing happens and for a larger amount. If the matter is not sorted in my favour, I won’t be using Chase again. 

Replies

  • MorningcoffeeIVMorningcoffeeIV Forumite
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    As it's pending, they haven't taken your money.

    It will drop off in due course, so nothing to worry about.
  • MX5huggyMX5huggy Forumite
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    I had one for £115 it was an online purchase it took about 2 weeks for it to resolve (I didn’t communicate with Chase about it at all). 

    Hope you’re using the 1% cash back - the 5% on round up is really a gimmick. Cash back so far £100 ish interest on the round up 85pence. 
  • dunstonhdunstonh Forumite
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    Earmarking of transactions has been around for nearly over 30 years.  The earmark shows against the account but is not the actual transaction.   The earmark will drop off when the transaction arrives and matches or 5 days, whichever comes first.

    When a transaction fails mid processing, the earmark, which goes on first, will drop off naturally with no action required.

     I won’t be using Chase again. 
    In which case, you should stop using any debit card and credit card from every bank as they all use the same system.   


    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • Jami74Jami74 Forumite
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    Don't panic. I had exactly the same thing and the money was recredited (never actually taken, just pending) to Chase after a few days. There's no need to call the banks or Tesco or complain or open tickets, it will naturally resolve all by itself.
    Debt Free: 01/01/2020
  • SensorySensory Forumite
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    It’s just an interface problem. Most banks will label and separate pending card transactions from those that have cleared. Chase oversimplify and confuse customers into believing transactions have been processed (with money deducted) instantly. 

    Round-ups are not reversed though.
  • ApodemusApodemus Forumite
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    dunstonh said:
    Earmarking of transactions has been around for nearly over 30 years.  The earmark shows against the account but is not the actual transaction.   The earmark will drop off when the transaction arrives and matches or 5 days, whichever comes first.

    When a transaction fails mid processing, the earmark, which goes on first, will drop off naturally with no action required.

     I won’t be using Chase again. 
    In which case, you should stop using any debit card and credit card from every bank as they all use the same system.   


    Just as Dunston says, nothing to worry about. 

    Strangely though, the only time this is really noticeable for me (and a Virgin card) also seems to be with Tesco - I often see a fuel transaction entered twice and it can be a couple of days before one of them drops back out and all is well.  Having said that, it can also sometimes be a couple of days before anything appears at all.  I'm at a loss to understand why the Tesco system should be any different from other big companies. 
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