Consumer complaint received 2019-03-05
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
I have been banking with Chase since around XXXX or XXXX of XXXX. I have never had any problems. In XXXX of this year ( XXXX ), I misplaced my debit card and requested that a new one be sent to a specific address. I also changed my address on the mobile app prior to requesting a new card with the company. They assured me that my card would be sent to the address I had requested and I should receive my card within 7-10 business days. 

7-10 business days came and went and I still did not have a debit card. I called the company again and requested a new debit card. They again assured me that they had sent the previous debit card to the correct address and they told me that they would then send this card to the address I requested again. This time, the customer service representative told me the card should be received within 3-5 business days.

Again, 3-5 business days came and went, and no card arrived. What did arrive, however, was a formal change of address letter from Chase bank. This was very disconcerting. I then visited the actual Chase Bank branch in my neighborhood ( nearly a month later - probably close to XX/XX/XXXX ) and asked them what my options were, and to review my request for a new card. They told me that the card was sent to the correct address and that if I requested a new one it would cancel the one they had already sent. I opted not to have a new card sent. 

This entire time that I had not had a debit card, I had not been able to use an ATM or make purchases on a card. I had been using my XXXX card, which was tied to my bank account, to cover all my transactions over the card. The problem with this, however, is that the card will pull from the account and take days to post. This creates an issue with managing funds in your account. My account overdrafted and Chase charged me multiple NSF fees. I disputed this with the bank and they refunded me around {$110.00} in NSF fees that had been charged to my card. They also informed me that despite the bank representatives informing me that my card had been sent to the correct address, it had been going to the incorrect address the entire time. This poses an extreme security risk as you can simply take a card to an ATM to activate it without any identity verification. 

Over this past weekend ( XX/XX/XXXX - XX/XX/XXXX ) I mobile deposited a check in the amount of {$1400.00} into my account which came from my employer. I have never had a check held by the bank before and most banks clear funds within a few days. The mobile app had told me that I had a present balance of over {$2000.00}, so I continued to schedule bill payments as well as use my XXXX card to purchase items over the weekend. 

Yesterday morning, I received emails stating that my account was overdrawn - {$270.00}, even though the check should have cleared. I received an email stating that the funds were being held nearly 10 days after the depositing date. This caused another {$100.00} some dollars in insufficient funds fees to be charged to my account. 

Upon contacting customer service, they were able to clear the funds that were being held but they explained to me that I had " maxed out '' the amount of funds that were available to be credited back to my account for fees I was unfairly charged. I have never in my years on this earth heard of such a thing with a bank. I have always been able to have funds deposited back to my account that were fees that I should not have been charged. Considering that these fees were incurred because of issues with the bank that should not have occurred, I do not think that refunding them should be an issue.

Company response to consumer: Closed with monetary relief