Consumer complaint received 2021-05-14
Company: JPMORGAN CHASE & CO.
State: CA
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:
On XX/XX/XXXX, I woke to find an alert from my my primary banking institution XXXX  XXXX XXXX that an Electronic draft of {$27000.00} was deducted from Chase from my checking on XX/XX/XXXX. The next alert was that my account was overdrawn by {$25000.00}. 
I quickly called XXXX XXXX XXXX to find out what had happened. Chase had auto debited {$27000.00} from my checking as payment toward a credit card I had with them. There was nothing XXXX XXXX XXXX could do. The payment would ultimately be rejected for insufficient funds but it would take a could of days for this to process. In the meantime my checking account would remain overdrawn and any pills I had scheduled to pay would incur a fee for insufficient funds, not to mention I had no cash at all until this could get sorted out. XXXX XXXX XXXX advised me to speak with Chase to get the payment halted or reversed. 

I reached out to Chase to inquire by the auto debit happened. At first the customer rep told me it was because I opted in for auto pay of my statement balance in XXXX. In which I explained to here, if that was true, I didnt spend XXXX this past month. While I was on the phone I searched my statements and documents from Chase there was not notice of me opting in and authorizing auto debit. Only notice I was able to find was my authorization of a payment for this credit card for {$800.00} on XXXX. 
I was told by Chase besides canceling auto pay, they could not stop the payment or reverse it until the amount was processed by XXXX XXXX XXXX and rejected. 
I asked to speak to a supervisor or a manager. I explained my situation and was put on hold upon coming back I was told that on XX/XX/XXXX I authorize an auto payment of my statement balance. I told him this was highly unlikely as on XX/XX/XXXX I had just made a large payment towards that credit card and for me to log back in three days later to make another payment would be highly unlikely.

I also asked about why there was no notification of the auto payment in which there was no answer for. I then asked for records of what device or IP address of what computer authorize the auto payment and I demanded an investigation be conducted. 
At the end of the day I checked the statements and documents of my Chase credit card. There was only one document and it was the cancellation of my auto payment. If a notice of a cancellation of auto payment is generated in the system to be delivered to me, how come there is no documentation of me authorizing an auto payment of my statement balance in the system? 

Leave my taxes are due on Monday until this is sorted out I have no money to pay my taxes which leaves me in a horrible predicament. How could something like this happen? Ive always paid my bills on time and been financially responsible and now because of a mistake by Chase, I will be incurring fees or over drawing my account and for insufficient funds For any payments that can not go through.

Company response to consumer: Closed with explanation