Consumer complaint received 2020-08-02
Company: JPMORGAN CHASE & CO.
State: RI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XX/XX/XXXX To : CFPB From : Name of Complainant Subject : JP Morgan Chase Complaint To whom it may concern. I would like to issue a complaint against JP Morgan Chase. Some background information. I am a government employee. We were issued several years back a XXXX XXXX travel credit card by JP Chase Bank NA, account no. ending in xxxx, to use for official government travel expenses. In XXXX ( I do not recall the specific dates ) the agency decided to close the JP Morgan Chase accounts and move to an other bank. We now use a XXXX XXXX Visa by XXXX XXXX XXXX XXXX. 

I have a personal Chase Marriot XXXX Visa credit card, account no. ending in xxxx that I use for my personal expenses. I received my XX/XX/XXXX billing statement from Chase Marriot in the amount of {$5000.00}. I have Bill Pay through my local bank, xxxxxx Bank. When I setup the Bill Pay to pay the Chase Marriott balance in the amount of {$5000.00}, I erroneously selected the wrong payee, a closed JP Chase Bank NA, account no. ending in xxxx. The correct payee should have been my personal Chase Marriott account ending in xxxx for payment on XX/XX/XXXX. Apparently, I had never delete the closed JPMorgan Chase account from my Bill Pay accounts. 
I received several email alerts on XX/XX/XXXX from my Chase Marriot XXXX Visa credit card that the amount was due and no payment had been made to date. The payment due date was XX/XX/XXXX. I did some research and learned that day, XX/XX/XXXX,, that my electronic Bill Pay sent a paper check to the wrong payee account. I went to my personal bank account and saw a check image of a deposited check in the amount of {$5000.00} to my closed JP Chase Bank NA, account no. ending in xxxx. I immediately issued another {$5000.00} via ACH from my personal bank account to my personal Chase Marriot XXXX Visa credit card, account no. ending in xxxx to pay the current amount so as to not incur any late fees and charges. 

At this point I started to make phone calls to my bank at XXXX, Chase Customer Service XXXX ( my personal visa account ) and JP Morgan Chase Bank NA customer service ( XXXX ). My first call on XX/XX/XXXX was to my bank to ask how do I get my money back as it was sent to the wrong payee and to a closed account. I was told that the check would most likely not be posted to a closed account and it should be posted back to my account and that I should call my personal Chase Visa customer service to notify them of my mistake. 

I then decided to write JP Chase Bank NA, closed account no. ending in xxxx at JP Morgan Chase Bank NA, XXXX XXXX XXXX, XXXX XXXX IL XXXX ( this was the remit to address my check was sent to ). I got the remit to information an old XX/XX/XXXX Statement and I mailed a letter to the remit to address stating what had happened providing them with a copy of the deposited check image to see if they would respond in writing as I could not reach them directly. My bank provided me with a phone number to contact the JPMorgan Chase bank associated with my old closed account ; however, the number I called had a prerecorded message to call back later. I never received any response from my letter and no one ever answered the phone. 

I then called JPMorgan Chase Bank NA Commercial Card Solutions customer service number XXXX from my old statement. I spoke with a rep and was told that they did not have access to that account as it was closed and they no longer have access to that system. I was told to call the government agency finance office which made little sense as JPMorgan Chase had cashed my Bill Pay check and deposited it into some Chase account on XX/XX/XXXX per the deposit information on the back of the check. I told them I have evidence of the check image ; however, they told me there was nothing they could do. They told me they could not help because it was a closed government account no longer under contract with JPMorgan Chase. 

As you can imagine, I am getting very frustrated as no one wants to take ownership of my problem and provide me with a resolution path to get back a significant amount of money, {$5000.00}. 

I then called Chase Customer Service XXXX ( my personal visa account ) on XX/XX/XXXX and I was connected eventually to the Chase Payments Team ( a.k.a Payments Research Team ) and was instructed to fax them at XXXX a letter stating my payment of {$5000.00} went to the wrong Chase Account and I would like to get the amount moved from my closed JP Chase Bank NA, account no. ending in xxxx to my personal Chase Marriot XXXX Visa credit card, account no. ending in xxxx. I was asked to include the check image as evidence which I sent in the letter along with permission for Chase to contact me at home for resolution at xxx-xxx-xxxx. I was told by a gentleman that this will be researched and corrected in a few days. 

I waited approximately two days ( XX/XX/XXXX ) and went online to my personal Chase Visa account and saw a credit of {$5000.00} on my account and I thought the resolution process was proceeding as a temporary credit was issued while it was researched. On XX/XX/XXXX, I looked online at my personal Chase Visa account and a debit of {$5000.00} was posted to my account so I was back to square one. Also, both the credit and debit transactions were dated XX/XX/XXXX. I once again contacted Chase Customer Service XXXX ( my personal visa account ) on XX/XX/XXXX and I was connected eventually to the Chase Payments Team ( a.k.a. Payments Research Team ) and was instructed once again to fax them at XXXX a letter stating my payment of {$5000.00} went to the wrong JPMorgan Chase Account and I would like to get the amount moved from my closed JP Chase Bank NA, account no. ending in xxxx to my personal Chase Marriot XXXX Visa credit card, account no. ending in xxxx. I sent the same fax sent on XX/XX/XXXX with the check image as evidence which I sent in the letter along with permission for Chase to contact me at home for resolution at xxx-xxx-xxxx. I was told by the payment supervisor, XXXX, that this will be researched and a resolution provided in 7 to ten days business days. 

On XX/XX/XXXX, correspondence was mailed from Chase Services XXXX and received by me on XX/XX/XXXX stating a credit of {$5000.00} was issued to my Chase account ending in xxxx. I subsequently received a post card from Chase several days later that they have made an adjustment to my account to debit back the {$5000.00} as it was credited in error. These adjustments, dated XX/XX/XXXX are reflected on my XX/XX/XXXX Chase Visa statement. I had hoped the letter ( s ) were a refund check or some explanation for resolution. At this point I need to pay another {$5000.00} plus to pay my XX/XX/XXXX statement as my original check and deposit of {$5000.00} has not been credited back to my account or returned to my bank account. 
Extremely frustrated, I contacted Chase Customer Service XXXX ( my personal visa account ) once again on Monday XX/XX/XXXX to see if any progress was made in their research efforts as this is a significant loss of money. I was transferred to payments supervisor XXXX who tried to help me find the closed account for over an hour. She eventually asked me to hold the line and I was transferred to a JPMorgan Chase card holder services rep named XXXX who told me that she would take down my information to research the deposit and try to get resolution. She asked many questions about the former closed government card trying to determine what government agency had the account with JPMorgan Chase. I provided her with my name, phone number where I could be reached and she asked me to email my account information with the subject line of the email stating the last four digits of my old account xxxx to their email account at XXXX along with the check image. She provided no timeframe for resolution. I sent her the email immediately. 

Other than the email address, I have no way to contact JPMorgan Chase. Again, frustrated with no response for days and given the large sum of money out of pocket, I emailed JPMorgan Chase cardholder services once again on Thursday XX/XX/XXXX to try to get a status on the resolution of my problem. As I write this complaint on Sunday morning, XX/XX/XXXX, I have had no contact from JPMorgan Chase, no defined resolution process and I still have no access to my {$5000.00} dollars that was deposited to a closed account on XX/XX/XXXX. I have redacted all of my PII from this memo. I have the check image of the deposited check as evidence as well as all other statements and account information referenced in this letter. I did not attach the check image as it has PII on it. 

Thank you for you time and consideration in this perplexing issue.

Company response to consumer: Closed with explanation