Consumer complaint received 2023-06-06
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I am going through a contentious divorce and left the marital home on XX/XX/23. During my marriage I paid the XXXX bill which was in my ex-husband 's name via auto pay. This bill was usually {$300.00} per month. Since I was leaving and would need my own XXXX, I called XXXX on XX/XX/23 and deactivated the auto pay. Since the account was in my husband 's name I had to contact him and get a code. He was reluctant and I knew I would have an issue. I contacted Chase and informed them that I was going to do XXXX XXXX XXXX for my new account which would be {$220.00} per month and I was worried that my ex-husband would try to use my account so I asked for a Stop Payment to be put on my account for XXXX for any amount over {$300.00} and I asked if my auto pay would be affected due to the Stop Payment as they said no. On or about XX/XX/XXXX, I noticed that there were several attempts on my Chase account for {$300.00} not at any time did Chase contact me which they had my cell phone to text or call. I told them what I believed happened and asked why the Stop Payment was put through when clearly I was trying to avoid just what happened. Chase informed me that it looked like I did this and I told them it was fraud and I did not authorize this payment. Chase said they would investigate and returned the money to my account. I called XXXX and they informed me that it was not auto-pay but a payment was made. I called Chase back and informed them of the conversation I had with XXXX. At no time did Chase tell me the claim was not resolved or that I would still be liable. In addition, Chase did not inform me that XXXX XXXX is not a guarantee otherwise why would I get a stop payment for a year. My attorney contacted my husband 's attorney to inform them of the matter ( see attached ). He admitted that it was done by mistake which I don't believe. However today, XX/XX/XXXX after not hearing from Chase and informing my attorney that the money was returned, I receive a letter from Chase informing me that they are going to take the money out of my new account ( yes, after what happened, I closed that account and went through of the trouble of opening a new checking account ). Chase informed me that there is nothing they can do and I am hereby filing a UDAAP Complaint as I feel Chase was deceptive and unfair in their practices especially by not being clear on the stop payment and delaying their response that they needed more information to close the claim. Now I have to go back to the lawyer and try to dispute this. If Chase doesn't allow the payment of the {$300.00} amount which clearly, they see is a different account, XXXX will go after the account holder which is what they did and the account was reopened. By submitting this payment Chase will overpay his account and I will never see that money again which is unfair as Chase did not protect me. Chase is not listening to my circumstances, and I have been a long time loyal customer. I specifically submitted a stop payment against XXXX in an amount {$300.00} or over as I knew what my ex would try and explained that. Chase was not transparent by informing me a Stop Payment does nothing or I would have taken further action by filing a police report and saved myself the stress and {$30.00} for nothing. See letter from my attorney to my ex-husband 's attorney in the second paragraph he states it was a mistake. He wanted me to pay it and submitted it knowingly. Whatever I owe will be addressed in the divorce settlement and is not for my ex-husband or Chase to take into their own hands. The court will decide this.

Company response to consumer: Closed with explanation