Consumer complaint received 2019-04-02
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I just had to close ALL of my accounts with Chase bank today. Actually, one account was previously closed because of fraudulent activity ( chase reversed the fraudulent debits on my accounts, but did not reverse the fee 's that resulted from the fraudulent debits ). I also have my auto loan with chase. Last month, XX/XX/XXXX, there were two separate payments taken from my account ( i only and always pay once a month, never ahead, never been late on a payment, not even once, until this issue ) I've always paid online using my chase app. I called into chase ( XX/XX/XXXX ) and requested that one of the payments be reversed since i was being double charged, first they recommended not to reverse it since " my account was paid through XX/XX/XXXX '' but i notified them that i never pay ahead, only on time since i am a salaried worker, receiving my paycheck once a month. I told them that i wanted the ACH debit payment not to go through, since i have never paid that way before and i had already submitted my payment online ( through the app chase mobile ). Instead, they reversed the online payment that i made, reversing the payment that i make every single month through my app. First they told me that i reversed it because i did not have enough funds, when in fact i did, then they told me that they reversed it because i requested them to ( i know the phone calls are recorded and i clearly told them that i wanted the ACH debit to be reversed, the one made over the phone. So why was MY payment reversed? No one can seem to answer this question. I spoke with XXXX from chase auto finance, who was not listening to anything that i was saying, she wouldn't even submit an investigation when i explained all this to her, telling me that " it doesn't matter which one was reversed '' when it actually does. She also told me that i put a " stop payment '' on the ACH debit, but i told her that's because her employee advised me that i do so. All of these calls are recorded, i don't understand why i have to keep going through this. When they reversed the wrong payment, it went straight to OD recovery ( the other account that was closed due to fraudulent activity ). The OD recovery account was from fees that i should not have been required to pay ( if they accepted my first  claim back in XXXX when someone fraudulently used my funds, and gave me back my funds, why weren't the fee 's associated with that claim reversed as well? I feel like this was done on purpose by chase, in order to get that other closed account paid off and for me to resubmit my car payment. I just want this fixed, i worked very hard for my money and submitted a payment ( online. Why reverse that payment and not the one that was asked to be reversed ( the ACH debit )? Please check the phone calls from XX/XX/XXXX, and XX/XX/XXXX and you will hear that i clearly requested for the ACH debit to not go through and later i was advised by a chase employee to put a stop payment. 

i am now behind on my payment and am afraid to make another payment over the phone or online because of this awful experience. I just want to be treated fairly, like anyone else would. I even went to a branch as advised and was even met with a more rude and unprofessional manager, XXXX XXXX. I was talked down to and belittled the whole time. Then when i told him i would like to close my account, he took my card and BENT IT IN HALF and said " well, this is property of chase '' i was shocked. That really made me upset, because i ordered that card design for special reasons important to me and even though it may have been deactivated, it was still my card. That kind of treatment is unacceptable, it really is. 


As mentioned earlier, i have closed my accounts with chase and will not be doing business with them anymore, but i still would like to have this issue corrected and my payment for XXXX accounted for.

Company response to consumer: Closed with monetary relief