Consumer complaint received 2017-05-17
Company: JPMORGAN CHASE & CO.
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
I received my first NSF fee with Chase bank in  XXXX , and on   XXXX   XXXX   I called and spoke with a representative who advised me that I should turn OFF the everyday Debit protection service. I did so. She explained to me that this would only prevent overdraft/NSF fees related to " same-time/instant POS payments using my card at a merchant '' I asked her to clarify further as to whether or not a  XXXX  withdrawal, or scheduled credit card payment, for example, could trigger a fee still, and she said that YES - even though I had turned off everyday debit protection, I would still be charged fees in the event that I had insufficient funds to pay for a scheduled debit transaction.     I complained to this agent directly on the phone on this phone call, and after I explained that her saying  " Chase can n ot control whether or not we process these payments '' was total nonsense ( my counter example was - " what if I had a scheduled debit transaction for {$100000.00} but I only had {$5.00} in my account? You 're telling me  Chase would  process that? '' ) she finally relented and said that she would leave a note in the system saying that I was not to be charged any further NSF or overdraft fees and should be made eligible for a refund if this should happen again.     Later in the year, I had another NSF fee, and it was waived no later th an 60 seconds after I started explaining what had happened.      Now,   XXXX   XXXX   XXXX  , I have tried to ca ll Chase to have  XXXX  (  XXXX ! ) NSF fe es waived, which I did not even see until yesterday as I was camping with my family.     I first called tonight at approximately   XXXX   XXXX   PT and spoke with a level  1 representative. She said she tried to process the refund but her system would  not let her process it. I was then transferred to her supervisor. He said he tried to process the refund, but was unable to. He then told me he would leave a note on my accounting saying to refund me {$100.00} if I call in a year ... A YEAR! ( After the  12-month r olling NSF refund limit rolls off ) I requested to speak with his  manager, in the hopes that the manager would be able to just credit me the refund I was told I would get NOW rather than making me wait a yea r ( I am a  XXXX  and this is my student loan money ) The " hea d manager of Cu stomer Service in the  XXXX  '' named  XXXX  tried to process the refund but was unable to. He also told me that if I called back in a year they would refund me the money.     Worse -  XXXX  told me that the agent I spoke with in   XXXX   lied to me. I said, " Okay, well she said she left a note on the system, can you please check that? '' and  XXXX  said there was NO note. Now I was upset ... I asked  XXXX  to pull the call recording and he said that they are not able to pull call recordings older than 30 days now.     How convenient, no w Chase only has  to wait 30 days to renege on their promises to customers and take more than they gave anyway.

Company response to consumer: Closed with monetary relief