Consumer complaint received 2022-10-07
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I always pay my bills through bill pay from Chase. I sent several payments on XX/XX/XXXX and on XX/XX/XXXX, I noticed my account was still high. I logged into my account and noticed that none of the payments I put in went through which was odd and I thought maybe I made a mistake. So I entered payments for XXXX XXXX XXXX, XXXX XXXX XXXX, My car payment which I have listed as XXXX XXXX and Water payment since now these are all past due. Usually when I enter the payments they are automatically deducted and I can go to my account and see what my updated balance is. This time when I did that it was still the same and I went back into Pay Bill they weren't there so I clicked on Payment Activity and they were pending review. I realize all payments are reviewed but this was the first time my payments were not deducted and it actually said pending review so I called Chase Bank at XXXX. The gentleman on the phone looked at my transaction history and didn't see anything so I told him to go under XXXX XXXX and he saw the payments pending. He transferred me to lose prevention and when the woman answered the phone I checked and the payments were deducted out of my account. So my question asked was there a problem as this is the first time I saw this and my payments didn't go through on the XXXX and I thought it was my fault. She told me she saw nothing wrong. I asked to be transferred to a XXXX who again told me that he saw nothing wrong. I told him look at my payment history as there was also a problem with my XXXX payment it was deducted then reversed and applied again and perhaps someone made a mistake. The XXXXXXXX proceeded to tell me nothing was wrong and he didn't know what else to tell me making me feel stupid. I told him I always pay my bills on time and feel and if now I can't trust that Chase will put my payments through as this is the first time I am having a problem in over 10 years and he can't explain what happened as it didn't happen before. The XXXX  did not answer my question and kept saying I don't see anything, I asked them to look at my history and the notes from the other person I spoke to as I realize all payments are reviewed but what I saw was not the norm for me. To no avail the XXXX just said have a good day and I said I wanted to file a formal complaint as I think there was no transparency and it was unfair treatment. I have worked hard to pay my bills and get my XXXXredit score up and I don't feel comfortable that when I send a payment with Chase they will send it on time. He said you should take a screenshot, really that is the answer. I want answers and I want to know why any of my payments are all of the sudden held up. If there is a fraud alert on my account please let me know that and how this affects the payments I am putting through so I can perhaps make my payments earlier. I am not happy with Chase as several times this year I have complained about stop payments back in XXXX for XXXX XXXX they stopped that and didn't send me a text.

Company response to consumer: Closed with explanation