Consumer complaint received 2021-04-29
Company: JPMORGAN CHASE & CO.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Starting XX/XX/XXXX I used Chase Bank to send monthly paper check payments to XXXX XXXX for XXXX  insurance. I was notified XX/XX/XXXX by XXXX XXXX XXXX that the XXXX XXXX XX/XX/XXXX - {$700.00} XXXX, XXXX XXXX XX/XX/XXXX - {$700.00} XXXX & XXXX XXXX XXXX {$760.00} XXXX payments were not received - even though my checking account showed the money had been withdrawn. I contacted Chase and was told " their system updated to show that XXXX XXXX accepted electronic payments '', and that " for convenience they were sent that way ''. However, XXXX XXXX stated they did NOT accept electronic payments for XXXX had NOT authorized any electronic payments, and had NOT received any payments from me since the last paper check payment in XXXX. I had to make a duplicate payment for 3 months ( {$2100.00} XXXX to retain my health coverage. I filed a claim with Chase on XX/XX/XXXX for all three payments. XXXX XXXX XXXX XXXX asked for the trace information, but the proof of payment information from Chase does not provide a trace number for any of the payments XXXX attached ) - none was available according to them. Many subsequent searches of all accounts at XXXX XXXX showed no payments were received in those amounts by XXXX XXXX. Without a trace number, it could not be traced. On XX/XX/XXXX my claim was denied by Chase - they continued to insist that the payment had been made, even though they could not provide a way to track the payment to any bank. XXXX XX/XX/XXXX, I engaged the help of my local Chase banker in person rather than customer service. XXXX XXXX XXXX at the XXXX branch was helpful and escalated my claim as a complaint. After a month, that complaint was denied, Chase again stating the payments were processed correctly, even though no tracing as to where they actually went. The bank XXXX interceded and had the complaint reopened on XX/XX/XXXX. On XX/XX/XXXX Chase bank acknowledged that the payments for XXXX and XXXX were " unauthorized and processed incorrectly with the merchant '', and my account was credited {$1400.00}. ( letter attached XXXX XXXX XXXX submitted another claim for the missing XXXX payment, and said he escalated the complaint. On XX/XX/XXXX I again received a letter that stated Chase was going to deny restoring the XXXX payment XXXX {$760.00} XXXX stating it was processed correctly or authorized. This is what they originally said about the XXXX & XXXX payments, but later realized their mistake and gave me the money back for those first XXXX payments. If they would simply read their own notes and realize this payment was misdirected just the same as the prior payments that were acknowledged as incorrect! The local branch XXXX is not willing to fight for me any longer on this and referred me back to customer service. Chase needs to realize this XXXX payment for {$760.00} was also processed incorrectly with the merchant and should be refunded. The same problem with processing the payments that was incorrect for the previous XXXX payments XXXX XXXX & XXXX XXXX, was the same problem for the remaining payment. Chase is responsible to provide tracing or a method to follow a payment that is made - they provided no trace number, which is suspicious and negligent. Failure to provide a trace number is negligent and shows the payment was incorrectly processed with the merchant. The money was taken out from my account, was sent somewhere, but the merchant never received it. All three improperly sent payments were mentioned multiple times to customer service throughout the last almost 5 months. The full remaining refund of {$760.00} should be refunded promptly and finally. I hope CFPB can make Chase realize their error.

Company response to consumer: Closed with monetary relief