Consumer complaint received 2021-07-13
Company: JPMORGAN CHASE & CO.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
XX/XX/XXXX Secure message from me to Chase : On XX/XX/XXXX, I placed a stop payment on the {$16000.00} pending transaction that I see reflected as Pending of today. Why is this in pending status and not just stopped like the 'stop payment ' is intended to stop the money from hitting my available dollars? 
XX/XX/XXXX Chase response : XXXX, we regret the circumstances that prompted you to contact us. After reviewing your account, our records show that the stop payment that you requested was for {$16000.00}. However, we identified the {$16000.00} transaction that's pending to your account ending in XXXX on XX/XX/XXXX. It's an automatic payment set up directly through JPM CHASE XXXX using your routing and account number. Before placing a stop payment, we asked you to provide the specific dollar amount of the payment. If you're not sure of the amount, provide a dollar range as narrow as possible to the amount for the stop payment. - We will stop and reject all payments that fall into the dollar range provided for manual review regardless of the payee name. - Check your account to see if JPM CHASE XXXX debited your account using a different name. The following guidelines apply : - If we receive your stop payment request a reasonable time before we pay the transaction, and we have the correct amount and correct payee 's name, then the item won't be paid. - We may charge a {$30.00} fee to place the stop payment. - After the stop payment is in place, if you find that the company is debiting your account for a different amount or under a different name, just let us know and we'll place a stop payment for that also. 
XX/XX/XXXX Secure message from me to Chase : Your response is quite lengthy and unnecessarily confusing. I'm telling you the dollar amount was slightly different, but the name was exact the same. I called and learned that the two criteria is dollar amount OR name and that stop payment I applied and paid you {$30.00} already will stop that payment because the name is correct. Can you confirm this? If not then direct this message to whoever reviews pending payments and stop this $ from being debited. Thanks. 
XX/XX/XXXX Chase Response : I will be glad to review the account for the stop payment. I regret that our previous response was confusing ; it was not our intention to do so. I see that the transaction of {$16000.00} has posted to the account and we are unable to stop this payment. We regret the inconvenience caused. Here is what we can do now. We can dispute this transaction for you. In order to better assist you with the dispute, please call our Customer Claims Department at XXXX ; we accept operator relay calls. While we can handle most inquiries by email, some require the expertise of another team. You'll need to provide : - Account or card number - Date and dollar amount of the transaction - Merchant 's name - Any other information you have about the transaction XXXX, for your future reference, to place a stop payment, we need you to provide the name of the company and the amount or range of amounts you want to stop, and we'll put the stop payment on all the names you give us. If you're not sure of the amount, provide a dollar range as narrow as possible to the amount for the stop payment. Thank you for being a Chase customer. 

XX/XX/XXXX Secure message from me to Chase : Customer Claims Department at XXXX opens at XXXX but is obviously having terrible phone issues. I called and my husband called at least a dozen times. Got through 4 times, each time with at least a 15-30 minute hold time and received 4 different next step action items for us to take but kept getting disconnected. Finally went to the branch and XXXX ( finally someone who seemed to take accountability as a true customer service provider ) and we filled out the dispute transaction form but none of us knew next steps. XXXX called claims and held for nearly 30 minutes while I also called Claims from my phone and held for about 20 minutes. I got through first, got a guy on the phone who asked for my claim #!!! What? I dont know if I even have a claim so I told him the whole story again and got disconnected. XXXX got through to someone named, XXXX who said to fax the form to claims in XXXX XXXX and that we would receive a {$16000.00} credit within 12 hours then their research would continue for 5-10 days. By now, everyone has heard that I have zero money to buy groceries, gas, anything and that this is completely dire for us. Here we are almost 24 hours later and no credit. 
I confirmed that by midnight Saturday XX/XX/XXXX that I would be issued credit and she said YES. That didn't happen and I still can't buy groceries or anything. Unacceptable. I need the {$16000.00} credited now. Someone call me today. 

XX/XX/XXXX : I called Customer Claims Department at XXXX  and spoke to XXXX who confirmed there was no way this would be resolved on a Saturday. She also confirmed the approvals for credit was pending as of XXXX today. 

XX/XX/XXXX : I called Customer Claims Department at XXXX XXXX spoke to a guy who said the approvals for credit was approved as of XXXX and during the call I saw the credit. YAY! Asked him to credit me the {$30.00} stop payment fee that obviously didnt work XXXX he transferred me to XXXX : Here is the complaint : XXXX ( phone call transaction XXXX ) who was completely rude and said she requested a courtesy one-time {$30.00} fee reversal which is my problem and the intent of this message.

I explained this is a bank error and she said I could call back to re-request a bank error {$30.00} fee reversal. I re-explained the mess above and asked her to take accountability and listen to the customer and then asked for her manager and she hung up on me. Unacceptable after how nice I have been through all of this.

Company response to consumer: Closed with explanation