Consumer complaint received 2023-03-29
Company: JPMORGAN CHASE & CO.
State: DE
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 XXXXXXXX XXXX XXXX I logged on to the XXXXXXXX XXXX web site and initiated a payment through their bill payment service to my JP Morgan Chase credit card for {$1300.00}. According to the web site statement data for XXXXXXXX XXXX  this amount was deducted from my account and was sent to my JP Morgan Chase credit card account as a payment. However in XXXX of XXXX I received my statement from JP Morgan Chase for that same credit card I paid through the XXXXXXXX XXXX  payment portal. According to JP Morgan Chase, they did not receive a payment and were charging me late fees, interest and stating that I still owed the {$1300.00} already deducted from XXXX XXXX to pay them. I contacted JP Morgan Chase and was told that they did not have record of receiving my payment and while they would temporarily reverse the late fees, interest charge and principle owed, I needed to contact XXXX XXXX and have them send by FAX a transmittal report showing the payment from XXXXXXXX XXXX  to JP Morgan Chase for my account on XXXX XXXXXXXX XXXX for the amount of {$1300.00} which would provide JP Morgan Chase the account information the payment was made from and the account that it was delivered to ( them ) in order to locate the missing funds. JP Morgan Chase was then provided several documents from my XXXXXXXX XXXX statements showing the payment amount, the XXXX XXXX account number and their ( JP Morgan Chase ) account information as the recipient. However, I was told by JP Morgan Chase that this information was insufficient for them to identify and track the payment and that they needed a transmittal report bank to bank and that no other information would relieve me of owning the debt as I could not otherwise prove payment had already been made. I have since called XXXXXXXX XXXX 7 times ( and while being hung up on three of those times ) succeeded in speaking to a live representative on the other occasions. Finally on XX/XX/, after once again explaining to the representative what a transmittal report was and why I needed them to send it to JP Morgan Chase and myself, the representative ( who was uncertain how to handle the request ) elevated my request to her tier 2 representative who began to initiate a dispute. However I again explained to the second representative that I did not need a dispute opened to my knowledge but instead needed someone in the bank with the ability, knowledge and access level to find and fax the transmittal report to JP Morgan Chase. After a lengthy call, I was informed that they had noted my account and placed a request to have a manager call me, which I requested to be done on this upcoming Friday as I would be at work and unavailable to speak with a manager in private at any length until I that time. However, yesterday ( XXXX XXXX XXXX  ) I returned home from work to find a message from a XXXXXXXX XXXX representative who had called and simply stated to call him back with no phone number or name associated. Today, XX/XX/, I worked from home in order to be able to make this call back. And after an hour was finally elevated to a manager who would only identify as " XXXX '' who advised me that my account had been commented yesterday with information stating that the XXXXXXXX XXXX would not or could not provide a transmittal report and because the " dispute '' was closed and confirmed that the funds had been removed from my account with them ( to where I have no idea now ), they considered the matter closed and would take no additional action. I again explained to " Autumn '' the situation and she offered to mail my ( via the USPS ) a statement showing the funds withdrawn from my account but this is not the transmittal report that JP Morgan Chase insists is the only " proof '' they are seeking to show I made payment and that unless I provide a transmittal report I will be stuck repaying the same amount second time, having to pay interest, having to pay late fees and having my APR jacked up to almost 30 %. 

Since this initial complaint against both XXXXXXXX XXXX  and JP Morgan Chase, XXXXXXXX XXXX has confirmed that my payment transaction was completed to JP Morgan Chase. It therefore appears that JP Morgan Chase did in fact " lose '' or misallocated the funds to where I do not know nor do I have the ability to find out. However, as I have already paid in full and on time, JP Morgan Chase has no cause to continue to demand repayment again, as well as charge interest, raise the rates on my credit card, charge fees or take any other adverse action. From the response noted below, JP Morgan Chase is in error and should work internally to follow their processes to locate the " lost '' funds that they admit they are unable to locate and resolve this without adverse effect to me, my account or my credit report. 

The contents of the response from XXXX XXXX are as follows : " We received your request for assistance filed with the Consumer Financial Protection Bureau ( CFPB ) regarding a XXXXXXXX XXXX XXXX. We are committed to the products and services we provide. More importantly, we are committed to the customers we serve each and every day, and we value the opportunity to address your concerns. 
We apologize for any inconvenience you may have experienced, any delay in resolving this issue, as well as any disconnected calls you experienced while trying to reach our call center regarding this matter. We have a high standard for customer service and your expectations should have been met. Additionally, we apologize for our calls to you being attempted during your working hours. 
We have reviewed our records and confirmed a card-to-bank Automated Clearing House ( ACH ) transfer was made to JP Morgan Chase Bank on XX/XX/XXXX in the amount of {$1300.00}. We can confirm agents provided correct information about a transmittal report not being available and the dispute was closed per your request. Please know, the trace number for the transfer is XXXX. You will need to contact JP Morgan Chase Bank directly with the trace number to determine where the bank deposited the funds. Unfortunately, we are unable to cancel the transfer or reclaim the funds from our end. 
In addition, regarding your concerns related to fees, Annual Percentage Rate ( APR ) rate, and additional issues with JP Morgan Chase Bank, we recommend contacting them directly as this is outside our purview. 
We are sorry that your experience with XXXX XXXX  has not met your expectations, but we are hopeful we have addressed your concerns. For standard account inquiries, please contact the call center at XXXX should you have further questions or concerns. 
Sincerely, XXXXXXXX XXXX XXXXXXXX XXXX XXXX  cc : CFPB XXXX ''

Company response to consumer: Closed with explanation