Consumer complaint received 2023-10-23
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I have a Chase Premier Plus Checking account since XXXX. 

On XXXX, I noticed two ( 2 ) {$25.00} fees were charged to my account on XX/XX/XXXX and XX/XX/XXXX, respectively. I don't know what these charges are, so I contacted Chase online and according to their explanation, it's called the service fee when my balance falls below {$15000.00}. I was extremely surprised by their explanation. 

I started to review my past 20 months ' statements, there were three months in XXXX the balance fell below {$15000.00}, and I wasn't charged for such fee. They failed to explain why I wasn't charged in XXXX. I was finally refunded {$25.00} for XXXX, but they won't refund the {$25.00} in XXXX. They stated the refund can only happen once a year. 

Since I don't want to keep track of my account balance, so they suggest that I convert my current account ( which is called XXXX XXXX  ) to a Total Checking account. ( See Attach. CFPB I ) According to them, the Total checking account also has a monthly fee of {$12.00}, but if I have direct deposits set up ( which I already had ) then the fee will be waived. They also suggested that I go to a branch to speed things up. The communication was on XX/XX/XXXX. ( See Attach. CFPB II ) I went to a Chase branch on XX/XX/XXXX, ( See Attach. CFPB III ) only to find out my account has already been converted to, not a Total Checking, but a " Secure banking '' account. ( See Attach. CFPB IV ). I was totally shocked. It must be magic that my account turned itself from one to another within 24 hours without me knowing it, or was it Chase that did the magic without my consent? 

The nightmare has just begun. 

We started the back-and-forth email communications since XX/XX/XXXX regarding the problem. They kept telling me their research team is working on it and will get back to me as soon as there's a solution. On XX/XX/XXXX, their research team sent me an email, claiming theyre trying to reach me. I called their number, only to find out my case ( XXXX XXXX. XXXX ) was closed. 

They told me the reason why they closed the case is because they are unable to fix the problem. It's that simple. That took them almost 14 days just to tell me so. 

They then opened a new case on XX/XX/XXXX because I was so upset on the phone. The new case number is XXXX, for the same reason. 


This time it only took them two days to get back to me. XXXX from their research team told me Chase is unable to fix the problem. He did not elaborate details about how the problem occurred. He did mention they have contacted the Tech Department to see if this can be fixed. He offered to reimburse the {$25.00} service fee from XXXX, XXXX. He also suggested that I open a new account and close the current account to avoid monthly fee ( yes, this Secure Banking account charges {$4.00} monthly and it's a flat fee ). I finally realized that Chase is not going to fix the issue, either they cant, or they dont want to. ( See Attach. CFPB V ) After the phone call, I decided to close the account. Before I can do so, I have to inform, change, switch, update every single financial account I have that was linked to this Chase account number. I have most of my accounts changed but for the direct deposit accounts with Social Security, I was informed NOT to close my current account until the direct deposit goes into the new account. It took them more than two months to process my request. 

As you can imagine, Chase started to charge me the {$4.00} monthly fee, before I can officially close the account. My refund request was denied twice, on XX/XX/XXXX and XX/XX/XXXX, respectively, for the same reason ( one refund per year ). They failed to realize this is not a courtesy refund request, its a reimbursement request. 

This Chase account was opened twenty years ago, along with a home loan account. All my financial stuff linked to it in the past twenty years, include but not limited to the direct deposits, savings bonds, retirement funds, stocks and else. One error from their end has caused me numerous headaches and endless hassles. Instead of fixing the problem, they continue to create more problem such as the service fees. I am angry and have completely lost trust with Chase. How does a problem like this happen in the largest bank in the United States? Computer doesnt make mistake itself, unless it was instructed by human who operates it, or a faulty software. I wonder which one is the culprit. 

Here are several things I want answers : 1. An explanation to how the problem happened.

2. Why is the problem not fixable?

3. Reimburse any monthly fee ( s ) charged, before I can close my account.

4. An official apology for all the inconveniences that have caused.

Company response to consumer: Closed with monetary relief