Consumer complaint received 2018-02-14
Company: JPMORGAN CHASE & CO.
State: OK
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Took ownership of lack of account monitoring and Asked to split XXXX holiday fees due to hardship. XXXX XXXX and four weeks XXXX, a late financial stipend for XXXX school, XXXX of   grandmother, family estate hijacking, loss of fiancee XXXX services due to conservative cuts, and more compounded to where I was not able to keep up with this secondary account for XXXX fiancee. 

Account Chase XXXX XXXX. XXXX, and XX/XX/XXXX total fees {$3500.00} XX/XX/XXXX fees $ 2500ish XXXX XX/XX/XXXX and XX/XX/XXXX {$1200.00} XX/XX/XXXX and part XX/XX/XXXX $ 600ish Courtesy compromise by bank {$100.00} still leaving account -240ish Emails : Date : XX/XX/XXXX XXXX From : Chase Online Subject : We're confirming that you declined Chase Debit Card Coverage for your checking account Message : We appreciate your business and are writing to confirm that you do not want us to authorize everyday debit card transactions when there isn't enough money available in your account. Your decision is effective as of the date of this letter for your checking account ( s ). Please review the changes made to the following account ( s ) : TOTAL CHECKING ... XXXX - No, Opt-out. 
Date : XX/XX/XXXX XXXX From : Chase Online Subject : Re : Service Fee Inquiry Message : Hello, XXXX. 
were sorry you have been experiencing these difficulties. 
XXXX, we're not refunding the fees because your account has already reached the maximum for fee refunds. 
We can help you avoid fees like this in the future. 
Account Alerts ( 1 ) will warn you when your balance falls below a certain amount or when your account is overdrawn. 
You can receive Account Alerts via email, text message or push notifications through the Chase Mobile ( R ) app ( 2 ). 
( 1 ) Account Alerts : There's no charge from Chase, but message and data rates may apply. Alerts may be delayed for various reasons, including service outages affecting your phone, wireless or internet provider ; technology failures ; and system capacity limitations. Any time you review your balance, keep in mind it may not reflect all transactions, including recent debit card transactions or checks you have written. 

( 2 ) Chase Mobile is available for select mobile devices. 
Download the Chase Mobile app or visit chase.com to enroll. There's no charge from Chase, but message and data rates may apply. 

We appreciate the opportunity to help you with your request. We value our relationship with you and thank you for choosing Chase. Please contact us anytime if you need assistance. 
Thank you, XXXX Chase Email Servicing XXXX Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -XXXX XXXX :XXXX  ACCOUNT NUMBER : NAME : XXXX XXXX XXXX CUSTOMER USERTYPE : PR CUSTOMER TYPE : PER CUSTOMER DOMAININDICATOR : COL SITE : XXXX XXXX SEGMENT : POH CATEGORY : Re : Service Fee Inquiry PRODUCT CODEXXXX SUB PRODUCT CODE:XXXX " that's why we remove fees during unforeseen circumstances '' I didn't have any removed due to my emergency medical which is why I asked. Thank you for the apology but the {$1200.00} holiday fees were not removed that I requested hardship consideration. 

-- -- -ORIGINAL MESSAGE -- -- - Hello, XXXX XXXX . 

Thank you for contacting us. We understand how you feel about these fees, that's why we remove fees during unforeseen circumstances. 

XXXX XXXX, while we are not able to provide you the resolution that you expected, please know that your satisfaction continues to be our topmost priority. 

We are continually working to improve our products and services to meet our customers ' needs. 
We appreciate the opportunity to help you. We value our relationship with you and thank you for choosing Chase. 
Please contact us anytime if you need assistance. 
Thank you, XXXX Chase Email Servicing XXXX Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- CIGPROFILEID :XXXX  ACCOUNT NUMBER : * NAME : XXXX XXXX XXXX CUSTOMER USERTYPE : PR CUSTOMER TYPE : PER CUSTOMER DOMAININDICATOR : COL SITE : XXXX XXXX SEGMENT : POH CATEGORY : Re : Service Fee Inquiry PRODUCT CODEXXXX XXXX   PRODUCT XXXX I appreciate the {$100.00} of {$1200.00} that I was looking for half $ 600ish but I understand as a manager you may not have that call. Considering after just now totaling her account with total fees equal to -XXXX ( you offered 3 % compared to my 16 % hardship request ). Being a manager, I reviewed the math to understand your courtesy. 
total XXXX % XXXX XXXX % XXXX 2 months $ XXXX % Comparatively my 600 requests for half 1/ ( XXXX 2 months ) based on hardship , Does seem high. 

total XXXX % XXXX XXXX % XXXX 2 months $ XXXX % I rarely trust my perspective, so I will ask my colleagues to confer tomorrow. Unfortunately, I believe 8 % of the {$1200.00} is not enough to appease my better-half, I will go into my local branch and close the account instead ; but if my friends tell me that is fair, I will reconsider. 
Again, thank yours for your help and sorry to be a pain. 
Thank you, XXXX XXXX XXXX -- -- -ORIGINAL MESSAGE -- -- - Hello, XXXX . 

Thank you for contacting us. I regret the circumstances that prompted you to contact us and are sorry to hear that you are experiencing difficult times. 

I understand your request for the petition of assistance for your joint account ending in XXXX. I will look into these fees for you. 

XXXX, we reviewed your account and we're giving you a courtesy refund for a {$100.00} in fees on XX/XX/XXXX. 

For further assistance with the other fees, please visit us at any of our branches. You can save time by calling your branch to schedule an appointment with a banker. Find the phone number by searching under ATM & branch on chase.com. Without an appointment, you may have to wait for an available banker. 

If you need any other help, you can send us a secure message. We appreciate your business and thank you for choosing Chase. 

Sincerely, XXXX Chase Email Servicing Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- CigProfileId:XXXX NAME : XXXX XXXX XXXX CUSTOMER USERTYPE : PR CUSTOMER TYPE : PER CUSTOMER DOMAININDICATOR : COL SITE : XXXX SEGMENT : POH SOURCE : COL Message Center CATEGORY TYPE : Service Fee Inquiry DOMAININDICATOR : COL ATTACHMENTSIZE:1 XXXX PCUSTSEG : POH PRODTYPE : RBG SMPODID : XXXX SERVICE FEE DATE:XX/XX/XXXX SERVICE FEE AMOUNT : {$1200.00} TYPE : PER ACCT TYPE : CHK This petition of assistance is about my joint account with my fiance XXXX Bank Account No. XXXX.Due to a variance in available cash, I have reviewed the report for XXXX, XX/XX/XXXX, and YTD : XXXX XXXX XXXX I noticed the high change at XXXX. It appears our most significant present was for - {$1200.00} in a dominoes of overprotection fees. 
First, I take full responsibility for these charges because of the hardship of finishing my XXXX in XXXX XXXX, family estate hijacking from my grandmother s XXXX  in XX/XX/XXXX, and unexpected XXXX  XXXX in XX/XX/XXXX. Because of this, I was unable to finish school on time, return to work, or regularly review my wife 's account. 
Until school is finished in six weeks, the chase account is my secondary to my XXXX work and school stipend checking accounts for me to review. To complicate matters, My fianc is a XXXX  and works for the XXXX XXXX XXXX  XXXX concerns she has the added concern of XXXX which necessitates quite a few meds which can be challenging to routine financial matters. She is very busy, and I have not kept up with the account like I should have. 

This letter this letter is to mitigate my damages before approaching her she tends not to be tolerant of waste but as this account shows in a lack of refunds or calls or anything we tend not to complain. She will be pleased if I tried to resolve this matter in her favor. 

Considering XX/XX/XXXX XX/XX/XXXX total half of the entirety of XX/XX/XXXX please this appears to be unusually high for her is there any way that you would consider the idea splitting XXXX XX/XX/XXXXholiday fees with me of {$1200.00}? Thereby refunding {$600.00} and putting the account positive. This mitigating act would allow me to retain the account for myself to invest in after graduation. 

approx {$2500.00} for XX/XX/XXXX, and {$570.00} for XX/XX/XXXXyear today. 

I want you to know that your services and tools or fantastic and enabled me to review the account very quickly. I hope this sounds reasonable and I have taken steps for this not to happen again with the XXXX account which seems to be the primary variable. Thank you for your time I appreciate it more than I can tell you. 

{$1200.00} dollars in fees from holidays waived. tHE ACCOUNT SHOWED that XXXX had been removed this morning then it was back a few hours later, I told my XXXX fiancee they had been removed and now have to say they changed their mind. account went XXXX posi

Company response to consumer: Closed with monetary relief