Consumer complaint received 2022-10-14
Company: JPMORGAN CHASE & CO.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Dear Consumer Financial Protection Bureau, Chase has acknowledged that it made a significant error with my checking account in the month of XXXX of XXXX, but has been unwilling to provide written confirmation of that error. 

For many years I have been a Chase paperless customer, which means Chase does not send me paper statements in the mail. Instead, Chase sends me a monthly email that notifies me if my paperless statement is available. I have directed my employer to direct deposit my paycheck into this account, so I have transactions posted every month. Each month I rely on the email from Chase notifying me that my paperless statement is ready for viewing, otherwise I have no knowledge of if, or when, a statement has been made available to me. 

Chase understands that making a monthly statement available to its customers is of critical importance. In fact, Chases Deposit Account Agreement ( DAA ) explicitly states the exact point in time when Chase has made a statement available to a customer : We have made the statement available to you on the day we mail your paper statement or notify you that the paperless statement is available, even if your current address or email is invalid. 

( see : DEPOSIT ACCOUNT AGREEMENT, JPMorgan Chase Bank , N.A . Member FDIC XXXX JPMorgan Chase & CoXXXX, Page XXXX of XXXX, Effective XX/XX/XXXX, Section : VI., XXXX, XXXX. Statements and notices ) Here is the problem, in the month of XX/XX/XXXX Chase made a critical error on my checking account, Chase failed to send me notification that my paperless statement was available. I keep thorough email records for this Chase account, including notification emails from Chase telling me if my paperless statement was available in months XX/XX/XXXX to XX/XX/XXXX, other than XX/XX/XXXX. Chases error was confirmed on XXXX when I spoke to XXXX separate Chase representatives ( XXXX, XXXX, XXXX XXXX, who each acknowledged that Chase did not send me a paperless statement notification in XXXX of XXXX. Meaning, that month, Chase did not mail a paper statement to me ( I am a paperless customer ), nor did they notify me that a paperless statement was available. Chases DAA clearly states, We have made the statement available to you on the day we mail your paper statement or notify you that the paperless statement is available. Because Chase did neither of those things, per the terms of its DAA, Chase did not make a statement available to me that month. Chases error was not a delay, each Chase employee I spoke to confirmed that the paperless statement notification for XXXX of XXXX was never sent by Chase. 

Failing to make a statement available to a consumer is by any measure a serious error by a financial institution. Chases error set off a chain of events that has had significant detrimental effects to my financial health. A written acknowledgment from Chase that reiterates the error its representatives confirmed on XXXX, will help remedy the effects of the financial burden Chases mistake has imposed on me. During my XXXX call I asked Chase representative XXXX to provide written acknowledgment of Chases error, she replied, I can not go ahead and provide a message or email or notification about whatever I told you, whatever conversation, I can not do that, it is out of my hands. 

In short, In XXXX of XXXX Chase made a significant error on my checking account. That month, Chase did not send me a paper statement in the mail ( I am a paperless customer ), nor did Chase notify me that the paperless statement was ready. On XXXX XXXX Chase representatives each acknowledged Chase made this critical error. Chases DAA clearly states ; We have made the statement available to you on the day we mail your paper statement or notify you that the paperless statement is available. Per Chases own acknowledgment, in XXXX of XXXX Chase did neither, and therefore did not make a statement available to me that month. Because Chase failed to make a statement available to me that month, I have suffered significant financial harm. 

I am asking for the CFPBs help in obligating Chase to confirm in writing its error that XXXX of its representatives have already acknowledged. Simply put, in Chases written response to this complaint I am asking Chase to answer the following YES or NO question : In the month of XX/XX/XXXX, did Chase mail me a paper statement, or notify me that the paperless statement was available for my Chase checking account? Yes, or no? 

Please note, I can provide my email records for this Chase account, including monthly paperless statement notification from XX/XX/XXXX to XX/XX/XXXX, not including XX/XX/XXXX ( when Chase failed to send the paperless statement notification ). I can also provide verbatim notes of my XXXX call with XXXX, XXXX, and XXXX. Presumably the CFPB could request the call recording from Chase. 

I am happy to provide the CFPB additional information or discuss this matter as needed. 

Thank you for your help.

Company response to consumer: Closed with explanation