Consumer complaint received 2021-11-10
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
On XXXX XX/XX/XXXX I contacted JPMorgan Chase XXXX  XXXX  ( Chase ) to pay off my XXXX XXXX XXXX Auto Loan. I spoke with a Chase representative who stated the pay off balance was {$3300.00}. I asked if I could pay over the phone using my debit card. He said no, that I would have to pay with a bill pay check that he could do over the phone. He asked me to provide my check routing and account number information. Since I called Chase and had to go thru all the prompts to get to the payoff department, I considered it safe to give this information to this individual to pay off my car. The conversation was recorded as he had to read me all of this standard information concerning my title etc. and he had to get my verbal OK to charge me the {$3300.00}. I provided authorization for a ONE time charge to my checking account. I made it clear via my recorded conversation that it was for a ONE time authorization. He assured me that it was one time and congratulated me on paying off my loan. On XXXX XX/XX/XXXX, this payment of {$3300.00} was posted to my bank account. On XXXX XX/XX/XXXX, I got a bank alert that my account was overdrawn and they auto transferred funds from my savings account to my checking account to cover my auto draft mortgage payment. When I got into my bank account app, I saw that Chase had withdrawn another {$3300.00} from my account that was issued on XXXX XXXX and had posted on XXXX XX/XX/XXXX to my checking account, which is what triggered my account to be overdrawn. I immediately contacted Chase about this unauthorized draft on that day, Saturday XXXX XX/XX/XXXX. I spoke with an individual with Chase and they stated that my auto loan account was paid off on XXXX XX/XX/XXXX and that any payments going to that account would be returned because the account was closed. I asked that they assure me that there is no auto draft or other issue with there system that would have triggered the XXXX XXXX {$3300.00} draft. The person I spoke with stated that there was no auto pay flag on the account and that since I had provided the check info verbally over the phone when I payed off the account the information would have to be manually typed into the system to trigger the duplicative charge. I asked that they check it anyway and they said they did and that any overpayment will be returned. They apologized for the issue and stated the issue was resolved but stated I needed to contact my bank to make sure they were aware of the issue. I asked if I needed to file a fraud charge against Chase thru my bank. The lady from Chase said that I should file a report with my bank. After I hung up with Chase, I contacted my bank, Bank XXXX XXXX ( XXXX ), where my checking account is. After being on hold for an hour, I am switched to an auto message stating that I needed to call back during operating hours Monday thru Friday. This was about XXXX on Saturday XXXX XXXX. Given that it was the weekend I determined I needed to try back on Monday morning. 
On Monday XXXX XX/XX/XXXX, I get a XXXX  alert that my checking account is overdrawn again. I decided to call Chase XXXX again to follow up on my dispute on the duplicative charge posted on the XXXX and that I had complained about on the XXXX. I told them to look at the notes in their system from my call on XXXX XXXX about the duplicate charge issued on XXXX XXXX and posted on XXXX XXXX and that they are causing me issues with paying bills by drafting the unauthorized check for {$3300.00} from my account on XXXX XXXX which posted on XXXX XXXX. The Chase rep stated that he is showing my loan as paid off and he can not see the unauthorized duplicative draft of {$3300.00} each, showing up in his system. After a bunch of back and forth, he stated I needed to fax Chase XXXX Financial Research department documentation that shows the the two {$3300.00} charges that have posted to my account ( XXXX XXXX legitimate draft posted to my account on XXXX XXXX and the unauthorized draft issued on XXXX XXXX and posted to my account on XXXX XXXX that I am disputing ). I faxed this information on XXXX XXXX while on the phone with the individual from Chase, I asked once again to make sure that there was no auto withdrawal or other prompt was clicked in their system to make sure this wont happen again. He assured me nothing was set to auto draft and the charge wouldnt happen again. When I hung up with him I contacted XXXX  to make them aware of the duplicative charge and that I needed to file a fraud complaint against Chase. The XXXX  lady stated that because the duplicative check that was drafted by Chase stated it was PreAuthorozed they didnt file fraud complaints on bank to bank checks. She advised to wait to see if Chase handles the disputed duplicative charge and credits my account. XXXX  did waive the {$12.00} fee that they charged when they have to move funds from my savings account to checking account twice to cover overdrafts resulting from Chases unauthorized draft. I hung up not happy but feeling some what comforted that I had reported the issue, felt heard and that both Chase and XXXX would fix the problem. 

On the morning of XXXX XXXX, I go into my banking app and see where Chase has drafted another check for {$3300.00} drafted on XXXX XX/XX/XXXX that posted on XXXX XXXX to my bank account. This is after filing the dispute on the duplicate charge. This resulted in my account being overdrawn again and triggered another transfer of funds from my savings account to my checking account. 
On XXXX XX/XX/XXXX, I call Chase again. I tell them of the second unauthorized charge of {$3300.00} that posted on XXXX XXXX after I had contacted them on XXXX XXXX and faxed a dispute on the unauthorized draft posted to my account on XXXX XXXX. The Chase rep stated that he could see from the notes and had received my faxed documentation on the previous charge. He asked me to send documentation of the second unauthorized charge which I did. He stated that he has put a rush on getting my issue resolved and the funds returned. I asked him again to check his system that it is a set up for auto draft. He said he did and that they are not set up for auto draft from my account. After hanging up with Chase, I called XXXX and put a freeze on my bank account and stopped all auto bill payments scheduled against my frozen account and switched them to another bank account. ( Note : I have never had an auto draft for Chase. I have had to schedule those payments each month. ). 
After all of this back and forth with Chase, this morning I go into my bank account and see that they have drafted yet another check for {$3300.00} against my XXXX  frozen account. I faxed documentation on this charge this morning to Chase. I just received notice that my credit rating and my husbands credit ratings have dropped by over 100 points due to this issue. Chase owes me {$6600.00} and should repair my credit rating.

Company response to consumer: Closed with monetary relief