Consumer complaint received 2019-06-27
Company: JPMORGAN CHASE & CO.
State: MI
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I checked my bank account and had an available balance of {$94.00} at approximately XXXX EST on XX/XX/2019. Upon checking my account this morning my account was over drafted with three insufficient fund fees being assessed. When I called to ask how was I assessed these fees on pending transactions, and why the order of the pending transactions continued to change daily, no one could provide an honest answer. I first spoke with XXXX located in a call center in the XXXX, she stated that the transactions that came through were delayed because of the past XXXX XXXX holiday. However, these transactions were made earlier in the previous week. Yet, a check that was just presented potentially on a non-business day, Sunday, or, on the following business day due to the holiday, which would be Tuesday, XX/XX/2019 had cleared within a day. Which has never happened. The checks that I have written in the past to the said entity of XXXX XXXX XXXX XXXX, as well as other checks presented have always taken a minimum 2-3 business days. Yet, this {$160.00} was taken and applied first after several transactions dating back to the previous week. 

I then asked to speak with a supervisor. I was transferred again to a XXXX call center and spoke with XXXX XXXX. She by her own admission stated that they have an ordering system for transactions and they can and will post items even at XXXX based on their own criteria. Again, I said that if Im being assessed fees for pending items, that I am not being allowed the opportunity to make a deposit or transfer funds into the account before XXXX of that business day which is marketed as a overdraft and debit protection. 
I called back a third time and spoke with XXXX in a XXXX based call center. She advised me that the bank has no control over when merchants submit ACH automatic debits and for credit purchases, the merchants have 180 days to do so. Again, this is not logical because for all debit purchases require the cardholder to enter their pin, which should equate to the funds being debited IMMEDIATELY. She by her own admission stated that the order sequence is from HIGHEST to SMALLEST transaction. I told her that these were all debit transactions that have been reordered and some were extremely aged from the previous week. I then asked to be transferred to a supervisor in a US based call center. At this time, I was transferred to XXXX. She advised that theyre ordering system starts with the HIGHEST amount transaction per category then to lowest and they can assess 3 insufficient fees per day. This proves that not only does Chase change the ordering system, it is likely they utilize a software program to do so. This is very deceptive in nature. And it greatly benefits Chase to be able to profit substantially in the amount of {$100.00} per account holder per day. This has and remains to be an ongoing issue with this institution in which several class action lawsuits have been brought against for such deceptive and unethical business and banking practices. Chase has simply attempted to find a method that appears to be legal and undetectable to gain profit. Even if doing so on pending transactions which is not only unethical but seemingly illegal. 
Chase continues to misrepresent their debit protection, overdraft protection, processing times, and processing order. Their processing order overdrafts the account on items that would have more than enough available funds to cover. However, Chase continues to change the order on days old transactions for the potential to have consumer overspend and be manipulated in what their balance truly is. And they have adopted such practices and implemented training to their employees domestically and internationally to deceive the unwitting and otherwise inattentive account holder. 
Since filing my first complaint, this predatory practice has occurred again on twp separate occasions resulting in an additional 8 fees amounting to {$270.00} on the account. 3 being assessed in the early morning hours after XXXX EST. 
I checked my bank account and had an available balance of XXXX at approximately XXXX EST on XX/XX/XXXX of 2019. Upon checking my account this morning my account was over drafted with three insufficient fund fees being assessed. When I called to ask how was I assessed these fees on pending transactions, and why the order of the pending transactions continued to change daily, no one could provide an honest answer. I first spoke with XXXX located in a call center in the XXXX, she stated that the transactions that came through were delayed because of the past XXXX XXXX holiday. However, these transactions were made earlier in the previous week. Yet, a check that was just presented potentially on a non-business day, Sunday, or, on the following business day due to the holiday, which would be Tuesday, XX/XX/2019 had cleared within a day. Which has never happened. The checks that I have written in the past to the said entity of XXXX XXXX XXXX XXXX, as well as other checks presented have always taken a minimum 2-3 business days. Yet, this 165 was taken and applied first after several transactions dating back to the previous week. 

Since filing my first complaint, this predatory practice has occurred again on two separate occasions resulting in an additional 8 fees amounting to {$270.00} on the account. 3 being assessed in the early morning hours after XXXX EST. This again has happened ad of XX/XX/2019 accounting in two additional fees. Chase has not returned ALL of the fees they have erroneously charged my account through means of deceptive business practices and unethical, yet extremely profitable means. 

My debit card was deactivated due to potential fraud. Upon me attempting to make a deposit into my checking account via the ATM, I was advised that my card was inactive and I was unable to use it at the ATM. At that time, I called customer service and explained this to them. I also asked if this card could be reactivated for the sole purpose of making the deposit. XXXX advised me that this was no possible. I then asked if IF there were ANY transactions coming through the account. She advised me no. I then proceeded to explain to her that I had wanted to make sure because I couldn't make a deposit until the following business day. I specifically asked about checks, and she advised me no. She asked for the amount of the check. She advised she did not see any. I checked my online account at XXXX EST and the account was showing a positive balance. HOWEVER, one again, the check was processed in the late hours of the night, not allowing me the time to make a deposit before the standard XXXX that the customer is deceptively promised. Again, the order sequence was switched to bring the larger transaction through, causing 2 fees. I called customer service and was again transferred to the XXXX. I spoke with XXXX who informed me the information given by XXXX was not correct. I then asked to speak with a supervisor. After being on hold for nearly 15 minutes, I was then transferred to a " XXXX XXXX '' that attempted to reverse the fees and could not. I then went to the branch to make a deposit. 

On 2 previous complaints, I have specifically requested that am independent review be performed on my account to address how many predatory fees I have been charged. Each time, I would only see credits of the fees being reversed to my account. Yet, they have assessed 5 fees that remain to be refunded. I received a response and two voicemails from XXXX XXXX at the Executive Office in  Ohio. Her response DID NOT address any of my concerns. IT merely danced around the issue stating " we've refunded your account '' to provide a " better experience ''. It is unknown why a simple audit by their accounting unit can not be performed as requested. Especially in lieu of past illegal practices adopted and performed by JPMorgan Chase that would result in several class action lawsuits. 

I would like to know WHY this audit information has not been provided timely.two complaints asking for this information, I am left with no other choice than to assue and believe that JPMorgan Chase is not only refusing to provide me with the documentation of an audit to address the concerns that I have ; and they are doing so with intentions to not address and hide the fact that they are in fact continuing to engage in illegal practices to prey on the account holders for the sole purpose of profit. 

After making two separate complaints to numerous financial agencies, I would like to know have these very serious concerns gone unaddressed despite 2 representatives at the executive level and three complaint submission. I would again like this all in writing for my personal review as well as legal review. I demand this audit immediately within 15 business days. And that the 5 fees that have not been refunded be done so immediately AS WELL AS ANY OTHER FEES THAT HAVE BEEN ASSESSED TO MY ACCOUNT AS A RESULT OF THIS DECEPTIVE, PREDATORY, AND ILLEGAL BANKING PRACTICE.

Company response to consumer: Closed with explanation