Consumer complaint received 2018-05-08
Company: JPMORGAN CHASE & CO.
State: SD
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XX/XX/XXXX, I called Chase bank to change a payment date from XX/XX/XXXX to XX/XX/XXXX. The bank rep explained this call was being recorded. I explained my payment needed to be changed to XX/XX/XXXX. The bank rep changed the date as requested, repeated the transaction to me for confirmation and I agreed with him to complete the transaction. On XX/XX/XXXX, I  receive a notice from my bank of an overdraft fee {$35.00} for a payment of {$450.00} for my car payment. I contact Chase Bank to explain the NSF fee due to a payment that was not authorized. Chase Bank explained they needed to review the call with a supervisor to refund the NSF {$35.00} fee. After an hour I was still on the phone waiting for them to process my " approved '' refund by this supervisor. The bank rep explained I could end the call due to the time it took, call back the next day for confirmation of the refund. The next day I call back and the bank rep explained I need to prove to them that an error had occurred. I couldn't believe my ears. The bank rep said that even though there was an error by Chase, they needed to confirm I was charged a fee from my bank. I asked them why would they not have explained that during the first call, especially since we were on the phone for more than an hour. The bank rep said to process my claim I had to prove they made an error and that my bank charged a fee. I explained to them that by the time I finish this claim, it may have cost me approximately {$100.00} in time and frustration. I asked to speak to a manager during the last call. The manager explained she was sorry for my inconvenience, however, she would have to receive proof that I had a payment process incorrectly and then prove there was a fee assessed as a result. I explained to her my next move would be to write the CFPB if they could not make the necessary corrections and take care of this complaint as a first call resolution. She kindly said thank you and disconnected the call. I did not plan to spend this much time and effort on this complaint. I have to say that I feel like I've experienced both insult and injury on this one. Chase bank makes an unauthorized payment on my account, then tells me that the mistake was made by them. Then Chase bank tells me I have to prove they made a mistake and prove I was assessed fees by my bank after listening to at least 3 different bank reps, and supervisors tell me that the error was with Chase bank. Finally, I was disconnected by a supervisor who could have cared less that I just went through " XXXX '' and back with Chase on a simple bank error. I know Chase is a very large financial institution, and I should have known not to upset the giant bank. It's the principal of the matter. I'm a customer, infact, I'm a new customer. My next complaint is that the interest rate is too high. I should not have such a high interest rate. Please look in to these matters and take appropriate action. It's still America and the customer should have a more positive experience than this one. Even the small customers.

Company response to consumer: Closed with explanation