Consumer complaint received 2019-01-10
Company: JPMORGAN CHASE & CO.
State: DE
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX I opened a Total checking account and received instructions on how to submit a pre-filled direct deposit form to my employer. I printed the form and submitted it the same day. On XX/XX/XXXX, my direct deposit via my employer was issued but not showing in my account. I called to inquire about the status of my direct deposit and to ensure I did not need to take any additional action on my account. I was advised that direct deposits are updated throughout the day and to check back in a few hours. I continued to monitor my account and by mid-day the funds were still not listed in either my pending or processed transactions. I called back and requested to speak to a supervisor, who informed me that there was no pending deposit. When I inquired about the information provided previously the supervisor was able to locate it and advised me the funds may not be available in my account until Monday. I inquired if the delay in processing the direct deposit was due to the account being newly initiated or if this is a typical processing time frame? The supervisor stated that he could not say what the processing time frame on the account was and why there was a delay but he assured me everything was fine with the account and advised me to call back if the funds were not available by Monday XX/XX/XXXX. On Saturday XX/XX/XXXX the funds were available in my account and so I proceeded to process any necessary payments. On Monday XX/XX/XXXX the account was still processing and many of the payments I had made over the weekend were beginning to appear. On Tuesday XX/XX/XXXX, Chase had returned my direct deposit to my employer, my account was overdrawn and payments were being rejected. I contacted Chase customer service immediately and was told the routing number was incorrect, a claim would be filed and some one would reach out to me in 1-2 days to resolve the concern, I have not heard from anyone as of now. At work, I received an email from the payroll department advising that the direct deposit had been returned due to unable to locate account. Upon additional review of the direct deposit information provided with the initial opening of the account and the current account information I found that the routing numbers in fact did not match. I called back into Chase customer service and was advised by an agent that Chase has no control over the direct deposit documents printed and therefore it is not a bank error. 

At this point, what I know is : - Chase provided me with a routing number based on opening a checking account online - which I have physical documentation of. 
- Once the account was processed, I was issued a new routing number based on my physical address - see below. 
- Chase returned my direct deposit to my employer based on due to unable to locate account based on an incorrect routing number - which I have physical documentation of. 
- I have escalated my concern to supervisors, requested to speak with management and submitted a secure message requesting my concern be reviewed this is the response " Date : XXXX XXXX From : Chase Online Subject : Response to your submission on Chase - We're Listening ( XXXX ) Message : Hello XXXX, Thank you for contacting us. We realize this is important to you and are sorry for the inconvenience this may have caused you. We understand your concern about your account, and it is my pleasure to address your message. 

We apologize, but we decided not to refund the {$34.00} Insufficient Funds Fees, because we refunded a similar fee for you on XX/XX/XXXX. At this time, the account does not qualify for a fee refund. 

XXXX, the routing number pre-filled on the document is based on the location where the account was opened. 

Here 's how you view your complete account and routing number on chase.com : 1.  Choose the tile for your account. 
2. Click the " Things you can do '' drop down menu next to the last four digits of your account number. Then, click the link to show your full account and routing number. 
- You'll see your account and routing number in a new window. 

You can also see your account and routing number on the Chase Mobile ( 1 ) app. Here 's how : 1. Select the account. 
2. Tap " Show details '' underneath the account details. 

You can find your complete account number at the bottom of your checks and at the top of your account statements. 

You can also find your routing number on chase.com by searching for " routing number '' in the search bar. 

We value our relationship with you and thank you for choosing Chase. Have a wonderful day. 

Best regards, XXXX Chase Email Servicing

Company response to consumer: Closed with monetary relief