Consumer complaint received 2018-04-05
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
In XX/XX/XXXX, officers of my XXXX XXXX came in to a Chase branch to swap out signers on a business checking account. We sat down with a business specialist to do so. After we had signed the signature card, the Treasurer began inquiring about obtaining statements, as we needed to conduct some incomplete audits from prior years. He also inquired about setting up online access. 

The banker assured him that he could obtain five years worth of statements. At no point did he specify how this was possible, what alternatives there may be, or what charges may occur. There were FOUR of us present and none of us heard anything pertaining to the specifics while this discussion was going on. 

When we received the XX/XX/XXXX statement, we discovered that the banker had submitted an unauthorized request for five years of printed statements to be mailed to the Treasurer without disclosing any of the fees. {$6.00} were charged per statement copy, for a total of {$360.00} charged against our account without our authorization. Had he disclosed that he was doing so and that there would be fees, we never would have agreed to him doing so. 

Further complicating this is that those same statements were available for free in PDF format through the online access that was set up in the same conversation. At no point were the alternatives discussed with the Treasurer or this option referenced. In fact, NO options were referenced nor fees discussed. 

We have made SIX different complaints with Chase since this occurred. Each time we have addressed the issue of unauthorized charges to our account, the failure to disclose fees before charging them, and our request for a refund. Our first complaints were in XX/XX/XXXX and  XX/XX/XXXX ( each time after receiving the prior month 's statement ), at which point we were told that they would look into the issue and get back to us. No responses ever came. 

After no fee refunds occurred, we complained again in XX/XX/XXXX and XX/XX/XXXX, at which point we were informed that they had no record of our complaints from the prior months. Each time they said that someone else had to handle the issue and that someone would be in touch, but after four such promises no complaints have been documented and no call backs or follow ups have occurred. 

Due to a busy XXXX season, we did not follow up in XX/XX/XXXX or XX/XX/XXXX, but followed up again in XX/XX/XXXX and XX/XX/XXXX. It's become apparent that they are not documenting our complaints, which is why they are not following up. One of my in-person branch visits ( in XX/XX/XXXX ) had me speaking specifically to the JP Morgan Chase executive team over the phone. 

The lady I spoke with explicitly told me that the matter would be resolved by Wednesday, XX/XX/XXXX. For the sixth time, no one has responded or followed up, and nine months later we still have not gotten the fees refunded. During this conversation in XX/XX/XXXX, I notified Chase that if we did not have the fees back in our account by XX/XX/XXXX, I would be contacting the CFPB and they claimed that they would be making a note of that.

Company response to consumer: Closed with monetary relief