Consumer complaint received 2016-09-27
Company: JPMORGAN CHASE & CO.
State: KS
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
We recently paid off our Chase Slate credit card, paid off on XXXX XXXX, 2016. Prior to paying this off we had auto payments setup, so they were taking {$210.00} payments monthly. We called Chase Slate and again paid off the account on XXXX XXXX, 2016 and were told the account was paid in full and closed and nothing else was needed. However on XXXX XXXX, 2016, another auto payment of {$210.00} was taken from our checking account. Due to this now we do not have funds for other bills we have already paid, so now we have to deal with returned payments. I contacted Chase Slate on XXXX XXXX around XXXX and was told they would review account and have refund checked mailed out within seven business days. I explained we can not wait seven business days for the funds to be mailed out. I asked if they could overnight the payment, but was advised they do not have that option. We asked for a supervisor and spoke with a XXXX XXXX, who after I explained everything asked how this was their fault. He turned this around on us and advised it 's the customer 's responsibility to follow up on the account and confirm any auto payments are turned off. Advised when we called to pay this off we were told everything was done and account was closed, so asked how they took funds out of my account if claim was closed. He could not answer and kept blaming me saying it 's the customer 's responsibility to follow up. XXXX continued to talk over me when I was trying to explain and ask questions to get a better understanding. I asked for his manager, XXXX XXXX, but was advised XXXX was the only supervisor in the building and there was no phone number or ext for any manager there and no manager had voicemail. He advised I will have to call back between XXXX and XXXX to see if a manager is available. At this point we just want our money back that should have never been taken out of our account. The other credit card we paid off had no issue stopping the auto pay option. I do not appreciate XXXX, a supervisor, blaming everything on me and advising the credit card company did n't do anything wrong. He advised the call was recorded and I hope it will be saved and can be listened to and not magically disappear which I assume will happen. I do plan on calling and asking for XXXX 's manager but again assuming when I call I will be told there is no manager in building or they are in meeting, so I am filing this complaint to see if I can get funds back asap. Also want to make sure this does n't happen to anyone else. I did the right thing by paying off my debt but they did n't turn off their auto pay function, but now a supervisor is telling me this is my fault. If this is sent to Chase I am sure I will never hear from a manager, but I will never deal with Chase again going forward and will be sharing my story and the response I got from a supervisor with Chase with everyone I can. This could have been a simple fix and a 5 min. call, but instead this has blown up due to the way it was handled. Thanks for your time.

Company response to consumer: Closed with explanation