Consumer complaint received 2020-06-13
Company: JPMORGAN CHASE & CO.
State: SC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/XXXX a payment was made through my husbands XXXX XXXX XXXX online bill pay to pay a credit card bill for my Chase Bank credit card from our Joint checking account. Unfortunately I paid my British Airways co-branded Chase credit card in error, which is an account that was closed over a year ago and the payment was supposed to have been sent to my Chase Sapphire credit card, which is an active account. I spotted the error in early XXXX and I contacted Chase Bank. Chase Bank could not locate the payment. My husband requested verification via XXXX XXXX XXXX XXXX online banking message system and they confirmed on XX/XX/XXXX that the payment had been made as indicated on XX/XX/XXXX. I again contacted Chase Bank, and they still could not locate the payment. They told me that if they receive a payment that is sent to a closed credit card account the payment is refused and returned to the Bank. I verified with XXXX XXXX XXXX and the payment was not returned by Chase to the checking account. 

I called chase again and another customer services representative told me I could ask the Bank to reverse the payment, so I did and XXXX XXXX XXXX told me they could not reverse a payment that had already been processed. I called chase Bank again and they asked for proof of payment. I asked XXXX XXXX XXXX to send proof of payment, which they did, and once again Chase Bank said they could not find the payment and that in fact, because the account was closed, they couldn't help me at all and that I should write a letter to the Correspondence Department, which I did on XX/XX/XXXX, and I called chase 2 weeks later and I was told I should hear in 10 business days from the date of my letter, which I did not, and have not more than 1 month later. 

Each time I call chase it takes a long time because they can not find my account as it was closed over a year and I get passed from department to department and then nobody can help me because they each department can not find my account, and once I get to someone that can find the account I am told to write to the Correspondence department, which I have done. It seems there is no way to be transferred or call to speak to anyone in the Correspondence department. You must just write and wait. I have now been waiting for over a month, after many phone calls since XXXX, trying to get back my payment which was made in error in XX/XX/XXXX. 

I can provide immutable proof form XXXX XXXX XXXX  of the payment that was made to Chase Bank to an Chase Credit card account that was formerly owned by myself as detailed on a verifiable credit report CHASE BANK - PLEASE NOTE - in filing this compliant, CFPB asked for a credit card number for reference to assist in researching this compliant, which I have provided. NOTE that the credit card number I have provided has been closed for OVER ONE YEAR so will not be immediately found upon searching. The number I have given is CORRECT.

Company response to consumer: Closed with non-monetary relief