Consumer complaint received 2019-05-30
Company: JPMORGAN CHASE & CO.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I checked my bank account and had an available balance of {$94.00} at approximately XXXX EST on XX/XX/2019. Upon checking my account this morning my account was over drafted with three insufficient fund fees being assessed. When I called to ask how was I assessed these fees on pending transactions, and why the order of the pending transactions continued to change daily, no one could provide an honest answer. I first spoke with XXXX located in a call center in the XXXX, she stated that the transactions that came through were delayed because of the past XXXX XXXX holiday. However, these transactions were made earlier in the previous week. Yet, a check that was just presented potentially on a non-business day, Sunday, or, on the following business day due to the holiday, which would be Tuesday, XX/XX/2019 had cleared within a day. Which has never happened. The checks that I have written in the past to the said entity of XXXX XXXX XXXX XXXX, as well as other checks presented have always taken a minimum 2-3 business days. Yet, this {$160.00} was taken and applied first after several transactions dating back to the previous week. 

I then asked to speak with a supervisor. I was transferred again to a Philippine call center and spoke with XXXX XXXX. She by her own admission stated that they have an ordering system for transactions and they can and will post items even at XXXX based on their own criteria. Again, I said that if Im being assessed fees for pending items, that I am not being allowed the opportunity to make a deposit or transfer funds into the account before XXXX of that business day which is marketed as a overdraft and debit protection. 
I called back a third time and spoke with XXXX in a XXXX based call center. She advised me that the bank has no control over when merchants submit ACH automatic debits and for credit purchases, the merchants have 180 days to do so. Again, this is not logical because for all debit purchases require the cardholder to enter their pin, which should equate to the funds being debited IMMEDIATELY. She by her own admission stated that the order sequence is from HIGHEST to SMALLEST transaction. I told her that these were all debit transactions that have been reordered and some were extremely aged from the previous week. I then asked to be transferred to a supervisor in a US based call center. At this time, I was transferred to XXXX. She advised that theyre ordering system starts with the HIGHEST amount transaction per category then to lowest and they can assess 3 insufficient fees per day. This proves that not only does Chase change the ordering system, it is likely they utilize a software program to do so. This is very deceptive in nature. And it greatly benefits Chase to be able to profit substantially in the amount of {$100.00} per account holder per day. This has and remains to be an ongoing issue with this institution in which several class action lawsuits have been brought against for such deceptive and unethical business and banking practices. Chase has simply attempted to find a method that appears to be legal and undetectable to gain profit. Even if doing so on pending transactions which is not only unethical but seemingly illegal. 
Chase continues to misrepresent their debit protection, overdraft protection, processing times, and processing order. Their processing order overdrafts the account on items that would have more than enough available funds to cover. However, Chase continues to change the order on days old transactions for the potential to have consumer overspend and be manipulated in what their balance truly is. And they have adopted such practices and implemented training to their employees domestically and internationally to deceive the unwitting and otherwise inattentive account holder.

Company response to consumer: Closed with monetary relief