Consumer complaint received 2022-05-17
Company: JPMORGAN CHASE & CO.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2022 I received an automated email at XXXXXXXX XXXX from Chase that stated my checking account balance had dropped below {$500.00}. This is an notification that I have set to make me aware of activity on my account. I subsequently logged into my Chase account via the mobile app and saw that there had been a withdrawal in the amount of {$1500.00}. The only information provided under the withdrawal was that the transaction was a " memo debit ''. To obtain more information regarding why this amount was withdrawn I called Chase multiple times during the afternoon and was told that there was an issue with a double deposit, but that details couldn't be seen on their end, or at least would not be available for XXXX hours. In the evening of XX/XX/2022, I contacted Chase customer service again and was transferred to multiple departments all of which told me that this withdrawal was due to a double deposit of the same amount on XX/XX/2022. I eventually spoke to XXXX, the Supervisor of XXXX Department ( phone # : XXXX ) based in Texas who also told me the same thing and said that because of the nature of the transaction nothing could be refunded since the Chase system shows a double charge. Not only was the issue not resolved, but I was informed to contact the Research and Adjustments department ( phone # : XXXX ) as they are the only ones who could provide further details and resolve the issue. I followed up with these phone calls by sending a message to Chase via the secure message center on XX/XX/2022 and received a response on XX/XX/2022 advising me to call the the number I had been provided for the Research and Adjustments department. On XX/XX/2022 I called the Research and Adjustments department to follow up and see if they could resolve the issue and was told that they were not able to do anything for me. I made multiple calls that day to this department and in the end was hung up on. I don't know whether this was a mistake or not, but it left my issue still unresolved. 
To date I have not received any elaboration or explanation from Chase via email or mail regarding the withdrawal in the amount of {$1500.00}. Chase has said that their system shows a " double deposit '', however this is not reflected on any of my statements or logged anywhere in my transaction history, which I have attached to show this. Most recently, my XX/XX/XXXX statement says that the amount of {$1500.00} was processed on XX/XX/XXXX and XX/XX/2022. This is not the case and Chase should investigate an error in their system on their end. The amount of {$1500.00} was my paycheck, which was deposited only once via the Chase mobile banking app on XX/XX/2022. Any withdrawal or deposit to my account, should be logged. There is no transactional history on my end that shows there was a second deposit in the amount of {$1500.00} on XX/XX/2022, simply because there never was a second deposit made in this amount. As a result of Chase 's error I have been without my paycheck since the time of the withdrawal on XX/XX/2022. Please see supporting documents attached to this complaint which support my claim and support the full amount of {$1500.00} being rightfully returned to my account.

Company response to consumer: Closed with explanation