Consumer complaint received 2020-02-22
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My bank Chase made funds available on my banking app on XX/XX/XXXX and in the past I have been told from their representatives as longest it shows on the website and/or apps that means that they have honored the funds, so prior to that a transaction came through that caused my account to be negative on XX/XX/XXXX that it was done as merchant error, I contacted the merchant and they told me to contact the bank so they could do a merchant error adjustment, I called the bank right after that and they told me to call them back whenever I could to credit the NSF, then my payroll deposit was visible on XX/XX/XXXX so then another payment Came through, and it caused another NSF. I called today XX/XX/XXXX and the agent was able to credit one of the nsf as merchant error but refused to credit the other one because they said that the direct deposit was not settled until XX/XX/XXXX even thought throughout conversation they have confirmed that even that the funds were not fully posted because they make them available as available balance those funds can be use and will not incurred on a nsf.so this time the payment was pending on XX/XX/XXXX and also my direct deposit was showing as available on XX/XX/XXXX. I also found this on your website Non-sufficient funds ( NSF ) fees An NSF or non-sufficient funds fee may occur when your check or electronic authorization is not paid due to a lack of funds in your account. This is commonly referred to as a returned or bounced check however the bank paid transactions and still charges me an nsf. Can they even do this since they took it upon themselves to pay the transaction? 
Other issue I have is the the agents were not even able to guide me to find the cardholder agreement on the website or the app they kept saying that whatever I could find on the app or website was just terms of use for their website and app, they did say that the documents will not be available to me since Those documents were handed to me when I open the account, I mentioned I had opened the account online so nothing was handed but I could find the disclosures and legal documents online if they could guide me through it but said they dont have access to chase bank. com and what they have is all a demo but no information on how to get them instead they offer to send it to me via postal mail only. 
After being on the phone for over one hour and half I found the documents I was looking and this is very deceiving as a cardholder : https : //www.chase.com/content/dam/chase-ux/documents/personal/checking/cpc-deposit-account-agreement.pdf Available balance : Your previous days balance plus any pending credit transactions ( excluding pending debit card purchase returns ), such as ACH direct deposits minus : Pending charges such as debit card purchases, electronic payments or other transactions that we are legally obligated to pay or have already paid, Amount of deposits that are not yet available for withdrawal under our Funds Availability Policy, Any holds on your balance, such as holds on funds to comply with court orders or other legal requirements So that means that the information they make visible as available is deceiving for consumers and they make profit charging fees to their cardholders, in this case they made my funds visible as Available on XX/XX/XXXXand there were u til XX/XX/XXXX and for this I was charged an nsf because a transaction went through on XX/XX/XXXX. Internal chase complaint : XXXX, I requested someone to call me back because I want my call to be listened to.

Company response to consumer: Closed with monetary relief