Consumer complaint received 2021-02-21
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
This is my original complaint ( first paragraph ) with Chase as well as my new complaint.

I have banked with Chase for a number of years. A number of years ago, out of the blue they started charging me for Accidental death and dismemberment insurance XXXX {$9.00} every month ). I contacted FTC and spoke with someone from the Chase office and they said they see I didn't request it. They gave me my money back and stopped the charge. So a few weeks ago since I am home, I go through my account and see it is back on my account. I file a complaint and Chase replies I have to dispute a charge from them that I have never requested. They can see it was never requested and they can research and see it was actually stopped a few years ago. But according to them I must dispute being robbed with the thief. There was no mention of stopping the charge and investigating who keeps putting it on my account.

Since then I have done my own research and spoke with two different people within Chase and have gotten various answers to the same questions. 
XXXX from their executive office was the first one to get this case. He then proceeded to push me to the claims department. What I don't understand is if his office was not going to follow through ( i.e. take the time to do the actual research ) or this was not something his office handled, why was it given to him in the first place. He then proceeded to send me a form letter that stated {$9.00} was from an outside company and I can call XXXX to put in a claim thru Chase ( that number is no longer in use ) .On XX/XX/XXXX I found the working number for the claims department and called. I waited on hold for 7 minutes and finally spoke to XXXX. She asked me who referred me and I told her the executive office ( she seemed as surprised as I was that they didn't handle this themselves ). I told her I tried going through online bank statements but it seemed like I was only able to go back 3 years, I was looking for the original charge and credit. I explained to her I had had this problem before and Chase had told me they had handled it. As we were speaking she told me this is an insurance company for Chase employees. Supposedly the executive office didn't know what this was. I explained to her I worked for XXXXXX/XX/XXXX more than 20 years ago. She credited my account and advised me the only way to truly stop this charge is to close the account and open a new one. I appreciated her honesty and told her I had to make sure I stopped the direct deposit and then will close the account. On XX/XX/XXXX I called Chase 's general number to close my account. I spoke to a woman I believed was called XXXX but she seemed very abrupt and didn't seem to appreciate me asking her to repeat her name ( which I always do just to make sure I get it right ). I asked her to close my account. I had to ask her how long it would take, she advised me 1 business day. I made sure there was a {$0.00} balance on the account. I asked her how I would find statements older than 3 years, she told me exactly what to look under and I would actually be able to go back 7 years. I thanked her for more information that I wasn't told and believed that was the end of it.I just received a notice in the mail stating that I owe them {$45.00}. By my calculations they actually owe me. On XX/XX/XXXX I was given a credit of {$70.00} because I had advised them I did not authorize this company to take out any money from my account, I did not work for Chase and I had insurance with XXXX so I would have never authorized this. The next month shows everything was fine, Then on XX/XX/XXXX and XXXX it shows they allowed it again and that company then started charging {$9.00} which was different from the original {$6.00} charge so I didn't even notice. I didn't realize because I had a full time job and I also was in school. I also was nave enough to believe if Chase had told me they would take care of it, that is what they would do. If I needed to close my account back then, they should have said so. It seems like this new {$45.00} charge is some sort of retaliation for writing a complaint about them. I hope we can find some sort of concrete resolution to this issue, as it has been going on for several years without appropriate recognition and compensation.

Company response to consumer: Closed with monetary relief