Consumer complaint received 2022-09-20
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
We just opened new bank accounts with Chase on XX/XX/2022. 
While using their " XXXX XXXX '' system, On XX/XX/XXXX I made an error by instructing the Chase bank to mail a check for the amount of {$440.00} to my XXXX XXXX XXXX for his last two months of Yard work service. Not realizing, I already paid him on XX/XX/XXXX from my XXXX XXXX account. On XX/XX/XXXX, I tried to CANCEL the payment, but I noticed my account was already DEBITED for {$440.00} immediately before even the check was sent out or presented by the payee to the bank. Since we were new customers and unfamiliar with theXXXX XXXX XXXX XXXX, We COULD NOT find any provisions on their XXXX XXXX Website to STOP or Cancel the check the next day, XX/XX/2022 for a check that was not even issued yet, but Chase Debited my account immediately on XX/XX/2022. I called customer service and they told me unlike other banks such as XXXX XXXXXXXX XXXX or XXXX XXXX Chase XXXX XXXX will debit your account immediately and then they send a check to the recipient. They said I should go to the opening branch and the Lady who opened my accounts at their XXXX XXXX, CA branch in XXXX XXXX so that she can help. On the morning of XX/XX/XXXX, I went to the XXXX XXXX XXXX in XXXX XXXX and spoke with XXXX XXXX, the lady that initially opened these accounts and explained the situation, and asked her to put STOP on the check payment. 
She then checked my accounts on her bank computer and verified that the {$440.00} check to my XXXX was not delivered and was not Issued and was not presented by the Payee to be cashed. She then made a phone call to CHASE customer service and requested a STOP PAYMENT on this check for the amount of {$440.00} payable to XXXX XXXX account ending XXXX. They also confirmed to her that the check was not delivered to the recipient but was not presented by the payee to be cashed. She then called her head office and placed STOP PAYMENT on this check and gave me a written DOCUMENT as a PROOF and EVIDENCE that they placed STOP payment on the {$440.00} check that was issued. This is the morning of XX/XX/XXXX. On XX/XX/XXXX, Chase Customer service at their head /regional office issued another document that was sent by mail which I received on XX/XX/XXXX, clearly stating : UPDATE : WE PLACED THE STOP PAYMENT YOU REQUESTED. dated XX/XX/XXXX and was sent by customer service address XXXX XXXX XXXX, XXXX OH XXXX. It also says the Effective date of stop payment : is XX/XX/2022, Dollar amount {$440.00}, Payee name : XXXX XXXX. it also says if you have questions, please call XXXX. At this time, the bank had NO AUTHORITY to debit my account and pay from my account. because I revoked this authority by placing the STOP PAYMENt at their own branch with their own staff. Instead, they delivered the check for {$440.00} to the XXXX on XX/XX/XXXX and it was cashed on XX/XX/XXXX!! They never refunded my {$440.00} that they debited on XX/XX/XXXX despite the STOP PAYMENT on XX/XX/XXXX and admission of their branch staff including the branch manager who admitted there was an error from their head office. The branch manager called me to say that he has referred it to his escalation team and they will call me back. They did and I told them that the payment of {$440.00} was not authorized by me because there was a valid STOP PAYMENT on it. They said, that they get back to me to escalate higher. Then On XX/XX/2022, I received a letter from the CHASE customer Claims Department dated XX/XX/XXXX, stating claim number XXXX date of inquiry XX/XX/2022 stating that " AS we discussed and AGREED!! no action will be taken '' and also saying " This inquiry is now resolved!! " That was a real nail on the coffin of their error by making an unauthorized payment. The letter states if you have any questions, please call- XXXX XXXX XXXX. Furthermore, I have written to their head office on XX/XX/XXXX mailed to CHASE, Mail Code XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX TX XXXX XXXX and sent a copy of it to their branch manager at XXXX XXXXXXXX XXXX  XXXX XXXX CA XXXX I want a full refund of my money with a formal apology letter from Chase bank.

Company response to consumer: Closed with explanation