Consumer complaint received 2019-04-04
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
In XXXX, XXXX, I went to my bank, JP Morgan Chase, to ask about getting images of my rent checks going back five years. Im filing a dispute with the City of XXXX XXXX and they require me to provide images of my rent checks front and back going back five years as proof of payment. 

I was told by XXXX XXXX at JP Morgan Chase that they only save check images going back two years. When I ask for this is writing so I can show the City that two years is the best I can do, he makes a call and was told that this is stated on their web site and I can print that out to show the City. 

XXXX : I cant find this statement on the JP Morgan Chase website and I called Chase to ask where exactly it is. 

XXXX : I get a call back from XXXX in their escalation department ( no last name was ever given to me ). I leave a message for her and she calls back and just repeats what XXXX has told me, that they only go back two years and that it says this on the web site and I can just use this to show the City. 

XX/XX/XXXX : I leave a message for XXXX and repeat that I cant find it, where exactly is it? 

XX/XX/XXXX : XXXX calls back and asks me to verify my address so she can send what she has. I Ieave a message verifying my address. To this day I have not received anything in the mail. 

XX/XX/XXXX : I call XXXX and leave a message asking about the letter I requested, and what she was going to send me. 

XXXX : XXXX leaves a message saying she is waiting for approval to send a letter. She calls again at XXXX to say a letter was not approved because their policy is internal, and that is internal information. No mention of the fact that what they have been repeating to me since XXXX, that this policy is stated on their website and I can just print that out and send it, was never true. 

And no explanation of what an internal policy means when I am external and their policy affects me. 

XX/XX/XXXX : I leave a message for XXXX. No call back. 

XX/XX/XXXX : I call the Consumer Financial Protection Bureau who tell me that the bank must maintain seven years worth of records. 

XX/XX/XXXX : I leave a message for XXXX saying Ive learned that they must maintain seven years worth of records, so they should have archives which contain the check images I need, and would they please find them and send them. 

XX/XX/XXXX : XXXX calls back and says they only have to save bank statements only, not check images. 

XX/XX/XXXX : I leave a message disputing her claim, and I ask her to call on XX/XX/XXXX, explaining that I work at the XXXX XXXX XXXX and its hard for me to make or take calls at the XXXX, and I would like to talk to her instead of leaving messages back and forth, and that I will be home on XX/XX/XXXX. But she does not call. 

JP Morgan Chase issues all my checks electronically, and they do not send images of checks with my bank statements. I had no idea that they were not saving them. I only learned that all my banking records were not being saved by chance. 

If JP Morgan Chase wants to be in the business of electronic banking for their customers, including sending out check payments for their customers, they should maintain those records, or at the very least send the check images with our bank statements so we can save them. 

Im sure all their other customers would be as shocked as I am to learn they are not saving our records. I can very well understand why they refused to put that in writing. 

The City of XXXX XXXX  is requiring me to provide proof of payment in the form of check images front and back. I can understand why bank statements are not enough. They are only proof that the amount was deducted from my account, not that the check was issued or that the recipient cashed the check.

Company response to consumer: Closed with explanation