Consumer complaint received 2021-04-15
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Details on Chase Bank Situation XX/XX/2021 : Chase says I made a deposit for {$560.00} that included a check for {$250.00} twice. 
They provided me a copy of that check from XXXX XXXX # XXXX for {$250.00}, a XXXX XXXX check made payable to XXXX XXXX. The check is stamped for deposit only to named payee by Chase. I have no knowledge of this transaction, do not know either person, and have never had such a transaction occur in my account. 

XX/XX/2021 : Chase bank writes me, states they are taking {$250.00} out of my account due to the above situation. 

XX/XX/2021 : XXXX ( a representative ) @ XXXX tells me that a check was deposited twice for {$250.00} or {$560.00}. She talked to XXXX in Research and thats all they can tell me. I ask for a supervisor and Im transferred to XXXX. XXXX then talks to XXXX in the Research Dept. says I either deposited or cashed this check for {$250.00} twice. Which one, deposited or cashed? The two transactions are very different from each other. 

Both XXXX and XXXX admit they do not have enough information to answer any of my question further. They say they only know the check was presented and cashed twice. 

How could I possibly cash a check from XXXX XXXX # XXXX for {$250.00}, a XXXX XXXX check made payable to XXXX XXXX. Remember that check is stamped for deposit only to named payee. 

XXXX XXXX ( XX/XX/2021 ) : On the phone with XXXX XXXX : XXXX - I say I do not understand how I could deposit a check that I never had possession of. Each check is run thru their system right in front of the customer at the teller window, is there video documentation of me depositing or cashing this check? And why has it taken 3 weeks to find this alleged error? He tells me unless I come to the bank, he cant look into the situation. 

I get to the branch approx. XXXX and XXXX XXXX XXXX me I need an appointment. I tell her I spoke to XXXX at XXXX XXXX and he told me to come down at my convenience to the branch. I told her Ill wait until someone helps me. I am passed off to a banker cubicle. 

At XXXX XXXX XXXX XXXX XXXX XXXX @ XXXX XXXX Branch ) meets with me. XXXX quickly discovers there is no connection between my account and the check in question. He says ( 8 ) check were cashed, 1 @ {$80.00}, XXXX XXXX XXXX @ {$45.00}. Nothing for {$250.00}, {$500.00}, or {$560.00} seems to be related to me in any way. 

While XXXX is on the phone a representative tells XXXX I made this transaction at The XXXX XXXX XXXX. I try to find out where that branch is and it seems to be in XXXX XXXX, CA. XXXX says to the representative, XXXX was not in Colorado that day she was in XXXX XXXX. I'm totally confused by the comments about XXXX Branch. 

After an hour or hour and a half or so, XXXX tells me they will let him know something in 24hrs. He never hears back from anyone. On Thursday morning he checks into the matter himself and sees a credit for {$250.00} in my account ; he called me with the update that morning. He says they just made an error in the back office. Im relieved and think the situation is over. 


And a month and a half later.. 


XX/XX/2021 : I make a deposit at the branch ATM for {$200.00}. I come home to make sure the deposit shows as pending ( I no longer trust Chase ) and I see they have removed {$250.00} again from my business account and a service fee of {$15.00} for droppingbelow their minimum. 

XX/XX/2021 : Once again, I call Chase. For some reason I get XXXX in technical support when I call the number. I then get another representative that says there is nothing they can do for me. I request a supervisor. Supervisor just tells me the same thing - nothing can be done. 

XX/XX/2021 : I call Chase and talk to a representative that can do nothing so I request a supervisor. Im place on the line with XXXX ( Supervisor ) and he tells me he will escalate my situation. He tells me to call back Monday morning and ask for the Research & Adjustment Dept. He assures me its an error and they will give me a credit/adjustment. He gives me Ref. # XXXX. 

I make copies of all of my documents and drop to teller, XXXX XXXX for XXXX at the branch ( he was with someone in his cubicle ). She says shell give it to him. 

XX/XX/2021 I go to follow up with XXXX at the branch and they give me to the bank mgr, XXXX XXXX instead. I can tell no one has bothered to look at my documents. We spend an hour approx. calling 800 # s and they tell him they wont handle this over the phone. He is told I/we need to email my story to them. He types up the details and emails them while Im at his desk. Later that afternoon, he calls me to tell me Ill get some answers within 5 days. I never hear from XXXX ever again as of today XX/XX/2021. 

XX/XX/2021 I receive the official letter from XXXX XXXX that says to call XXXX if Id like to see the documentation showing why they have deducted the money from my account. At XXXX I call and get XXXX and she tells me she has no idea what the Ref. # on the letter is referring to. My nail client, XXXX, who used to work for a bank gets involved in my conversation and can not believe how illusive and rude the representative is being to us. We accomplish nothing and hang up in about 30 mins. 

XX/XX/2021 I call Chase and talk to XXXX and she tells me there are no notes in my file. I get hysterical and tell her I have called dozens of times, what is she talking about. When I press her hard she tells me she doesnt have access to the notes in my account. At this point we get in a screaming match. She talks over me and refuses to listen. I am irate at this point, ask for a supervisor. I am placed on hold for approx. 15 mins, no one ever returned to the line. 

XX/XX/2021 : XXXX Im venting to my client, XXXX XXXX about howd Im being treated by Chase bank. She says lets look on your statement for another XXXX #. We call the number around XXXX. ( We call : XXXX ) I get XXXX, I believe he said he was in Texas. He says I have 6 sets of notes ( cases XXXX in my file. He tells me after placing me on hold on and off for 30-45 mins that they are going to get back to me within 24hrs to reverse the {$250.00} deduction/error. I ask him is this still about the {$250.00} check they say I deposited in XXXX. He says yes, its about that check but now they are claiming I cashed the check but all of the correspondence said I made a " deposit '' of {$250.00} twice. I'm totally confused! They don't seem to know what happened and they want to just take the money from me without a bit of proof that I am the one who needs to have the {$250.00} deducted from my account. 

How could I possibly cash a check from XXXX XXXX # XXXX for {$250.00}, a XXXX XXXX check made payable to XXXX XXXX. Remember .... that check is stamped for deposit only to named payee and that is XXXX XXXX. 

XXXX assures me that I will be contacted about getting my money back in 24hrs. But I never hear from anyone. Not XXXX or his back office or the bank mgr XXXXr - NO ONE! It has been an additional 7-8 days they are refusing to respond to my inquiries ( at the time of this complaint ). 

XX/XX/2021 : The bank has now charged me a {$15.00} service fee becauseI I do not trust them to have any money in the account but I want to get this handled before I completely close the account. I decided I can not do this any longer. I drive down to the bank a deal with XXXX XXXX at the teller window. I ask to close my account. She says I may have to wait for a banker to close the account. I told her they havent helped me with anything thus far, please just close the account. She knows about my situation and tells me something to the effect, none of us can help what the back office does, as she rolls her eyes. So apparently everyone in the bank knows the situation. This has cost me months of frustration and dozens of hours. It is embarrassing knowing the whole bank staff has talked about my financial situation and refuses to help me. I can not ever walk in there again, they have demoralized me completely! 

When I leave I say, See you guys in court. 

She laughs and says, I wont there. The rudeness I've endured should not take place when they are the ones who can not do their jobs. 

XX/XX/2021 : I try to follow up on the conversation I had with XXXX last Wednesday @ XXXX XXXX XXXX XXXX opt. XXXX. I get ahold of XXXX ; after being put on hold I am disconnected. I call back and get XXXX. He tells me I should hear back about my claim either today or tomorrow. I ask him if I will get notification in writing he says yes. I ask him if the notification will come from XXXX XXXX XXXX, just like all of the others, he tells me she doesnt have anything to do with my claim. I ask if she ( XXXX XXXX XXXX XXXX has a phone number I can call, as all of the previous letters have come from her. He tells me she is in the back office and they dont have a phone number. I can tell he cant or won't give me anymore info. I thank him and we hang up. 

XX/XX/2021 : Still no response from Chase. Ive consulted an investigator from XXXX XXXX XXXX friend of a friend ) he says they must respond by law and because they refuse to do so, my only recourse is to file written complaints about JP Morgan Chase.

Company response to consumer: Closed with monetary relief