Consumer complaint received 2017-09-14
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
This is a complaint against Chase 's online bill pay. After talking with them on 3 occasions since Saturday XXXX/XXXX/XXXX, they acknowledge fault of this issue but say they 're unable to help me. 

XXXX - I configured online bill pay at Chase to send 60 payments to the car finance company, the first of which to go out on XXXX/XXXX/XXXX and reoccur on the XXXX of each month. 

XXXX/XXXX/XXXX - The final payment in a 60-payment series was sent. 

XXXX/XXXX/XXXX - I checked the payoff amount with the finance company after the auto payment was sent and there was a reported {$0.00} discrepancy. Not wanting to drag out receipt of my title and eager to close my account, I sent a one-off payment of the {$0.00} balance. 

XXXX/XXXX/XXXX I received notification from the finance company that they rejected the {$0.00} payment due to the account being closed. They either waived the difference due to its small amount, or the website didnt yet take into account the final payment. Either way, not a big deal. 

XXXX/XXXX/XXXX I also received notice from Chase via online secure message center that the {$0.00} payment was rejected and that We now need days to complete your payment and that if I set up a repeating payment theyll send it in time for the scheduled delivered-by date. 

Theyre making an assumption here that because XXXX rejected the electronic payment, future payments must be made by paper check. This is of no consequence to me, however, since the final payment already went out. But it turns out that it is my problem XXXX/XXXX/XXXX XXXX sends a 61st payment out. 

XXXX/XXXX/XXXX I contact Chase to find out why this happened and get bounced between 4 different departments. Im told its a paper check that went out, which means I would be able to put a stop on it. But then Chase says they cant do that because the finance company already accepted the payment and they couldnt reverse the debit. How could they have accepted a paper check in 1 day? How is a payment both electronic and a paper check? 

XXXX/XXXX/XXXX After some back and forth with Chases online research department, they say it was, in fact, an electronic transmission of the funds. Even if it was my mistake that caused a 61st payment to go out, they had no reason or right to change the day that was going to happen. I could have seen the payment scheduled online in time and canceled it before it went out. At the very least, instead of changing when my payment was going to go out, they could have just kept it at as a notification that I should review the payment method and leave it to me to make that decision. They agree with me that they were wrong, but then say they cant do anything about it. 

In the meantime, the finance company has my money in limbo for 7-10 days until they return the payment. Im like most Americans living paycheck to paycheck and have to deplete my minimal savings and put groceries on a credit card so my family can eat.
TL ; DR Chase cant count to 60, makes assumptions they shouldnt, changes to send dates of payments they shouldnt be allowed to, and then cant support or justify the assumptions and decisions they made.

Company response to consumer: Closed with monetary relief