Consumer complaint received 2018-10-21
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I am filing this dispute as non-compliance with UDAAP. I have been a long time client with multiple accounts - both deposit and credit card accounts - and feel this should be investigated and handled better. Instead, their lack of concern and knowledge to ensure their system ( which has a guarantee they list on their site ) accurately calculates the amount of time a check would require for mailing via USPS during non-peak times, which leads to their customers incurring fees is unfair and deceptive. We trust their knowledge and their word, so if they can not properly estimate the dates, they should not be listed. Additionally, if they are not willing to adhere to the guarantee they themselves have published on their site which states they will reimburse their customer for any fees incurred, they should not publish one -  especially given the guarantee is referencing the date which is calculated/assigned by their system. Now that I am trying to keep them to their word, after having trusted them with my money, they refuse to make it right and blame it on other parties. I have attached proof of payment which notes 1. the dates which the payment was sent and expected to arrive, 2. the copy of the submitted check, 3. the payee system 's stamp of receipt ( 2 days after the Deliver By date I assigned ). And lastly, I attached  screenshots of their site 's guarantee for the Bill Pay service. 

For the last 2 month 's, I scheduled my monthly payment for a store credit card via Chase 's Pay Bills function. The system notified me the payee is not set up for electronic payment and would require a paper check to be mailed ; therefore, the funds would be drawn from my account several days before the due date to allow 5 business days for the check to arrive at the payee. The system allows you to select the Deliver By date, and will automatically populate the date for which it will pull the funds from my account. 

I always set the Deliver By date for the business day prior to the statement 's due date. However, the payee has noted both XX/XX/XXXX and XX/XX/XXXX payments arrived the day after the due date ( 2 days after the assigned Deliver By date ) causing my account to accrue late fees, interest charges, and other fees that would have otherwise been avoided had Chase adhered to their promise. I trusted them and their system to ensure my payments I designated would arrive on time given you are able to assign a Deliver Date and the system calculates the Send On date. Instead, that trust in Chase and the Online Bill Pay they advertise and steered me to has led to me being required to pay additional monies for their failure to adhere to their Online Bill Pay Guarantee. I have been charged late fees ( {$3.00} charged in XXXX + {$4.00} charged in XXXX ), interest ( {$1.00} charged in each month ), and other fees ( {$0.00} charged in XXXX + {$0.00} charged in XXXX ) due to these 2 payments I scheduled through Chase 's Pay Bills function arriving 2 days after the scheduled Deliver By date. Therefore, I am asking to be reimbursed for the these amounts. 

I logged into my store credit card 's site early this morning ( XX/XX/XXXX ), around XXXX XXXX, to check whether I had used it for a large purchase the other day. When reviewing the activity I noticed late fees & interest were charged in both months. I contacted Chase Customer Service and spoke with XXXX. She placed me on hold for about 5-7 minutes to speak with a Sr. Online Specialist and they determined there was no way for them to know if the check was held in processing and not mailed for a day or two.  They only have the date the check was cut and are relying on the systems to send out the checks on time. Therefore, they stated it must have been due to a delay at the USPS and suggested I simply send it days earlier, but there was nothing they could do as far as reimbursing me for these fees. I asked to speak with a supervisor, at which time I was transferred to XXXX. He advised he did not know of any Bill Pay guarantee like the one I kept referring to. I advised it was on their site and he again denied any knowledge of it. Instead, he too suggested I send it even earlier and there was no way they could reimburse me or make me whole. I advised I wasn't setting the Send On date, I was only entering the Deliver By date and their system was calculating the Send On date. He mentioned again it must have been a delay with the USPS ; however, I asked is that not why we give it 5 days to arrive to the payee? Given the system has both the address of Chase 's check processing center and of the payee, it should be able to calculate the amount of time it would require. And a check mailed from Delaware to Texas takes approximately 3 days, so had it been sent on time, there is no way the check would not have arrived on time given the 2 day buffer.

Company response to consumer: Closed with explanation