Consumer complaint received 2019-07-03
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
On XX/XX/2019I called Chase Customer Service to make a complaint against XXXX XXXX XXXX  because they was suppose to charge my account on XX/XX/XXXX for {$200.00} dollars and they charged my account on XX/XX/2019without my permission and caused my account to be in a negative {$190.00} and to order a new debit card because my wallet missing. I spoke to the CSR and she did advised me Chase can't do anything just talk to the merchant about it. I called back Chase to order a new Debit card because I forgot when I was on the first call earlier and the CSR advised they can send me another card and they can expedite it for me. The CSR advised me that I have a transaction open and do I want to file a claim I did say yes and the CSR did the claim. After I hung up I check my account it was positive again.I called the merchant and spoke to the CSR and he advised me who to speak to so I called the number and left message for Ms. XXXX and I called Chase Customer Service back on the same day XX/XX/XXXX and spoke the CSR and advised him I want to cancel the claim against XXXX XXXX XXXX the CSR advised he canceled the claim. After I hung up I check my account it was back in a negative {$190.00}. OnXX/XX/2019 my payroll check deposited in my account of {$860.00} to cover the negativity in my account for the transaction for XXXX dollars and XXXX dollars for the overdraft fee. I got a text message onXX/XX/19 from XXXX XXXX XXXX that my account was canceled. I checked my account and I saw a reversal of the {$200.00} dollars and {$34.00} dollars for the overdraft fee I assumed that it came from the merchant because true I called to canceled the claim on XX/XX/XXXX no problem. After 1 month and 6 days Chase Bank took {$200.00} dollars out of Checking Account on XX/XX/19. I called the Customer Service and spoke to the CSR and asked why did Chase take XXXX dollars from me? The CSR advised it was for the reversal for the claim against XXXX  XXXX  XXXX. I advised the CSR that I had canceled the claim onXX/XX/so why did Chase proceed with a claim after I told them not because the merchant and I were ok. The CSR advised me that she do see in notes that i called in on the XX/XX/XXXX to cancel the claim. I asked for a Supervisor. Ms. XXXX the Supervisor took the call and she also advised that she see in notes that I canceled the claim onXX/XX/19 and she don't know why the back office didnt see the notes and Chase should've reversed the XXXX dollars and the XXXX  dollars in my account. I asked Ms. XXXX when are they going to put the XXXX dollars back in my account. Ms. XXXX advised that they not going to give the XXXX dollars back. I advised it's not my fault that the back office didnt pay attention to what they were doing .Ms. XXXX apologized for the inconvenience and advised because I used the money and other transactions came in. I advised Ms. XXXX that I assumed it was the merchant who put the money back in my account true because they sent me a text to advised my account was canceled I never taught about Chase because true I canceled the claim onXX/XX/19. Ms. XXXX agreed that she can see how confusing this is. Ms. XXXX kept going through the notes and kept saying that Chase wasn't suppose to put the money in my account and wasn't suppose to pursue a claim after I canceled the claim onXX/XX/19 and she was looking at how the CSR put the notes in because it's a way they suppose to put the notes in. Ms. XXXX advised that yes the CSR put the notes in that the Customer call to decline the claim. I advised Ms. XXXX that this situation buts me in a big problem with my car payment which is coming through tomorrow XX/XX/19and I have to put the balance in and now I'm short {$200.00} dollars because Chase took {$200.00} dollars from me for a reversal of a claim that they was not suppose to do because I canceled onXX/XX/19. I asked Ms. XXXX when Chase reversed the money back in my account where is the XXXX dollars from the merchant? Ms. XXXX asked if the merchant gone return your XXXX dollars I advised her I only got a text that my account was canceled and that's why I assumed it was the merchant who put the money back in my account. Ms. XXXX advised that she will put everything in notes and advised me to get in contact with the merchant. I asked Ms. XXXX again about the XXXX dollars because I dont have XXXX dollars to cover my car payment I dont get paid til Wednesday and now I'm get hit with an overdraft fee because of Chase doing something that they was not suppose to do. Ms. XXXX advised to go ahead and put the balance of my car payment money and once the payment deposit in my account and yes the overdraft fee of XXXX dollars will apply just call us and I will put in notes and we will refund back the XXXX dollars. I asked again about the XXXX dollars Ms. XXXX advised again they not giving me back the XXXX dollars because its Chase money and they gave it back to me. Ms. XXXX advised me again to get in contact with the merchant to get my XXXX dollars and if they say they don't have it or they not giving it back call us and they will go after them. I called the merchant and spoke to Ms. XXXX who advised me that she do apologize for the inconvenience of the payment process. Ms. XXXX advised that it's the system that process the payments sometimes it go two before and two days after. I advised Ms. XXXX of the text that I got from them that my account is cancelled. Ms. XXXX advised that I got that text in error because my account is still open but my account is showing for the XX/XX/XXXX payment that the funds was reversed and they dont have the XXXX dollars. Ms. XXXX explained to me what Chase is doing with the claim they will reverse the money back in your account and they will do an investigation talk with the merchant and in your case it was a transaction between us now Chase will hold the XXXX dollars for like 180 days or 3 months and then release the money back to the merchant. I called Chase Customer Service later that day XX/XX/XXXX asked to spoke to a Supervisor. The Supervisor lady ( don't remember her name ) I explained everything to her and she told me to hold and she transferred the call to a different department because I did advised her that I will get a Lawyer because this is not fair to me. Supervisor XXXX  XXXX on the line I explained everything to him XXXX advised me that I did not cancel the claim because there are no notes on me canceling a claim on XX/XX/XXXX just notes that I opened the claim. I advised XXXX that is not true because I spoke to Supervisor Ms. XXXX and she even advised me that Chase was never supposed to pursue a claim or reverse money back in my account after I canceled the claim onXX/XX/19. XXXX  decided to advised me about what he would have did and done and its my fault and Chase is not giving me back my XXXX dollars in a aggregate attitude. I advised XXXX that is irritating me with the foolishness he is telling me. I asked for his Supervisor he never put his boss on the line he just kept saying he is the Supervisor. I advised him that you are just a Customer Service Supervisor reading a call script. XXXX said I'm not reading a call script so I did repeat what he said and he advised I'm mocking him and disrespecting him I advised XXXX you first disrespected me by calling me a liar that I never called in to cancel the claim onXX/XX/19and your aggregate attitude about what you would have done and did and its my fault and you nothing giving me my XXXX dollars back. I advised XXXX this is why I'm speaking to you like this because you have no matters you dont know nothing about me and what I do you just know of me because of this conversation. I advised him that this call is being recorded. XXXX advised that if I dont stop recording he will not speak to me I was still talking and XXXX advised again of the recording I advised XXXX that I dont have the recorder on XXXX put me on hold and then a voice recorder came on advising that Chase Customer Service Representatives treat their customers with respect and basically the recorder was advising that I was being disrespectful and they wont be taking no calls from me and if I have a issues I will have to send an email. I sat in my car and cried and said LORD all this I'm going through because Chase pursued a claim that I canceled 1 month and 6 days ago why me LORD. On XX/XX/2019 I went into the Chase Branch on XXXX XXXX XXXX XXXX XXXX XXXX Fla. XXXX and I spoke to Officer XXXX. I explained everything to her and XXXX advised oh they not gon na give you that XXXX dollars back. I asked why because when I spoke to Ms. XXXX yesterday morningXX/XX/19 she advised me that Chase wasn't suppose to pursue a claim or reverse money back in my account after I canceled the claim on XX/XX/19. XXXX  was trying to get me to understand the reversal that Chase gave and they spoke to the merchant and the transaction was between you and them. I explained to XXXX yes the merchant is going to tell them that and that's why I canceled the claim on the same day I opened it onXX/XX/19. XXXX advised I opened the claim first and even though I call back in on the same day to cancel the claim was already in process and just because i called back the same day to canceled the claim is doesn't matter it's my fault for cancelling the claim. I advised XXXX that when I first open the claim my account was back in the positive and when I called back the same day to cancel and when I hung up my account was back in negative again so I knew my paycheck was gon na deposit the next day XX/XX/XXXX. XXXX was being very aggressive with me that I was wrong and she is not giving me the XXXX dollars back and if I saw my payroll check deposited in my account and saw extra money I should have said something. I advised XXXX why would I have to call Chase when I know for a fact that I canceled the claim on XX/XX/19and the young man told me that he canceled the claim and my account went back into a negative and I got the text message from the merchant that my account is canceled. XXXX still insisted on advising me that they are not giving me back my XXXX dollars. I advised XXXX that Ms. XXXX advised me that Chase wasn't suppose to pursue a claim or reverse money back in my account. XXXX advised me to go back to Ms. XXXX and let her doing something. I advised XXXX that Ms. XXXX advised me to talk to the merchant about getting my money back. I advised XXXX that I spoke to Ms. XXXX yesterdayXX/XX/19 and Ms. XXXX advised me that they don't have the XXXX dollars because my account shows that the funds was reversed then XXXX got on the phone with Claims department and she advised me that they are not taking the XXXX dollars overdraft fee back the merchant will get the money soon because Chase has a hold on the money but they are not giving you the XXXX dollars back the CSR who advised me that he canceled the claim did not file it correctly and now they are just getting the cancellation. I advised XXXX that's not my problem because the CSR didn't put the notes in promptly. Why do I have to pay for his mistakes when I did what I was suppose to do. I advised XXXX now my car payment came through my account and I'm short the XXXX dollars that Chase took from me because my money was in my account XXXX dollars and all I need to do was put the balance of the money in which I did on yesterdayXX/XX/19and I had to borrow XXXX dollars just so I dont get a overdraft fee this is not fair to me because of the CSR mistakes not mines. XXXX kept going back to the reversal and I explained Chase was not suppose to pursue a claim or reverse money back in my account after I canceled the claim. XXXX advised if Chase didnt give the reversal my account would have still be negative with an overdraft fee I said I know that and my payroll check deposited in my account the next dayXX/XX/ and it would have covered the XXXX dollars now what? XXXX still advising Chase reversed the money back in my account. I asked XXXX why would Chase do that when they want suppose to XXXX advised she doesn't know. Nobody who I spoke to at Chase can't give me a justification on way i have to paid for the CSR mistakes for not putting the notes in properly why I was treated like im XXXX  with lack of knowledge and when my money was in my account and I had to borrow XXXX dollars just so I dont get an overdraft? I have attached the conversation between me and Ms. XXXX the Supervisor on XX/XX/XXXX and a copy of the text from the merchant onXX/XX/19. Thank you

Company response to consumer: Closed with monetary relief