Consumer complaint received 2019-05-10
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: JPMORGAN CHASE & CO. (CA)

Ref : Chase Bank On XX/XX/2019 I checked my account and noticed that I was charged {$34.00} for a check that was returned in the amount of {$1400.00} ( rent check ). In the past, any overdrawn checks were paid, and I was charged accordingly. In my effort to find out why the check wasn't covered via overdraft protection, I called Chase 's XXXX toll free number ( XX/XX/2019 ) to find out why I didn't have overdraft protection. I have been a Chase customer for over 15 years ( ever since they took  over Washington Mutual ). The young lady that I spoke with told me ( after checking my account ) that she was going to reverse my {$34.00} fee, but based on the fact that I didn't have a savings account with the bank, the check couldn't be covered. I mentioned to her that I have never had a savings account with Chase, and in the past they paid my NSF checks knowing that I would update the account to good standing in a timely matter. Mind you ... 15 years as a customer. When I explained to the customer service rep. that I had never had a savings account and my NSF checks were paid, she reiterated that she would be more than happy to reverse the fee, but she couldn't offer me any other assistance other than what she had reiterated. I, again, asked her if there was some basis as to why the check would have been returned when in the past my NSF checks were covered. She finally confessed that the decision to cover the NSF check was based on the bank 's discretionary decision. When I thanked her for her " honesty '', I asked her if I could speak to a supervisor. She was more than kind in turning me over to an individual ( supervisor ) who further offered to help me. In his investigation my account, he said that he was baffled by the bank having returned the NSF check, since he saw that I met ALL the criteria needed to have a NSF check covered according to Chase 's regulations and information they ( customer service ) uses to verify a customers account status. The gentleman I spoke with was extremely apologetic, and suggested that I go into my local branch and ask for a particular form to update my overdraft protection. I was grateful that he was extremely courteous and grateful to know that he concurred with me regarding the issue on questioning bank policy ( i.e., what they tell the customer service reps. to say to the customers vs the truth ). Bank discretion? 
On XX/XX/2019, I went into my local branch. I explained my situation, only to find out that there's was nothing that they could do according to bank policy. When I further explained my discussion with the toll free number and their interest in knowing why my check was not covered ( since I met all the criteria per their standards and qualifications ), I was told that there was nothing that they could do to help me ( even if I filled out the proper form ) based on the fact that I hadn't met the time criteria to fill out the form. The form was bogus in stating that I had to fill it out by XXXX XXXX, but it didn't have a statutory date from the time the form needed to be filled out ( within 24 hours? ) Needless to say, when I suggested that I felt that this was unfair, even if they did reverse the {$34.00} charge. Still, I was going to have to notify my landlord and be accountable for any fees he may charge. The second person ( supposedly a manager ) took over the job of helping me since the first person that I was working with had NO idea how to assist me. She was as confused as I was. Nonetheless, the 2nd person I spoke with was treating me in a condescending manner. She was suggesting that it was enough that the bank ( at their discretion ) was kind enough to at least reverse the {$34.00}. In feeling that I was being given the run around, I couldn't help but tell her that perhaps the problem ( since she couldn't help me ) could better be resolved through a consumer 's advocate attorney or the FTC. As soon as I mentioned this, she said that she had the RIGHT to ask me to leave the bank if I EVEN mentioned attorney. The young lady who initially was helping me and sitting next to the person who said this to me, looked perplexed ... maybe shocked. I was not irritate, but fuming inside. I told the woman that I'd be more than happy to leave ( I was writing notes ), but prior to my leaving I'd like to get the form that they wanted me to sign in order to get the NSF check covered. She refused! She said that they didn't give out forms. I requested that she give me her name or business card. She was hesitant to give it to me and suggested that perhaps I needed to talk to someone over her. I told her NO, that I'll I wanted was to get her business card, and I'd be on my way. She gave it to me mentioning that I was trying to intimidate her. This was far from the truth. I was only trying to make sure that I had the proper name of the individual that I was having difficulties with just in case I needed to contact the proper sources with my complaint. Again, my concern and complaint is against the bank and their protocol/discretionary policy. I'm a grandmother ( XXXX years old ) that has been raising my XXXX XXXX XXXX children on my own for over 15 years. My daughter, the mother of the XXXX children ) has recently gone under XXXX  XXXX ( XXXX ), and is living with us with her husband. Neither of them work or are able to contribute to our household situation financially. Indeed, times are tough, but I'm grateful that we have food on the table and a roof over our heads. To have to deal with the malarkey that I recently incurred at my local branch, is just not right. Please let me know what more I can do to prevent this from happening to more people in the same boat. It's just NOT RIGHT! 
Thank you so much for your time and courtesy in checking my formal complaint out. 
Sincerely, XXXX XXXX XXXX XXXX