Consumer complaint received 2024-05-09
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO. (CA)

Subject : Formal Complaint Regarding Unresolved Account Discrepancies with JPMorgan Chase Bank , N.A . 

To Whom It May Concern, I am writing to formally lodge a complaint against JPMorgan Chase Bank , N.A . ( " Chase '' ), concerning unresolved discrepancies in my checking account that have persisted since XX/XX/XXXX, and poor response and service regarding my attempts to resolve this matter through Chase 's internal processes and the Office of the Comptroller of the Currency ( OCC ).

Discrepancies in Account Balance -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Below is a summary of the discrepancies between my records and the online statements. Based on my records, my account balance is {$5600.00} lower than my records. There is no statement for the period XXXX XXXX XXXX to explain the discrepancies. 

My Records : - XX/XX/XXXX : Balance = {$7100.00}. 
- On or slightly before XX/XX/XXXX : XXXX of {$1000.00} from my former landlady. New Balance = {$7100.00} + {$1000.00} = {$8100.00}. 
- Between XX/XX/XXXX, and XX/XX/XXXX : Transfer of {$1000.00} to my XXXX account. New Balance = {$8100.00} - {$1000.00} = {$7100.00}. 
- XX/XX/XXXX : Deposit of {$100.00} from my XXXX account. New Balance = {$7100.00} + {$100.00} = {$7200.00}. 
- From XX/XX/XXXX, to today : No transactions. Current Balance = {$7200.00}. 

Available Online Statements : - XX/XX/XXXX XX/XX/XXXX : No statements available. 
- XX/XX/XXXX : Balance = {$1500.00}. 
- From XX/XX/XXXX, to XX/XX/XXXX : No transactions. Balance remains = {$1500.00}. 
- XX/XX/XXXX : XXXX of {$100.00} from my XXXX account. New Balance = {$1500.00} + {$100.00} = {$1600.00}. 
- From XX/XX/XXXX, to today : No transactions. Current Balance = {$1600.00}. 

Brief Timeline of Events -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Below is a brief timeline of the events and my attempts to address this issue. Please refer to the attached timeline for a more detailed version. 

XX/XX/XXXX : Paid off Chase credit card balance in full before an international trip. Captured a screenshot of my account, showing a full available credit limit of {$2500.00}, indicating the payment was processed. Available checking account balance was {$7100.00} at the time. ( The screenshot is attached. ) XX/XX/XXXX : Departed from XXXX XXXX to XXXX, XXXX. 

Between XX/XX/XXXX, and XX/XX/XXXX : Only two transactions occurred : a {$1000.00} deposit from my former landlady and a {$1000.00} transfer to my XXXX account. 

XX/XX/XXXX : Received a letter from the California State Controller ( SCO ) indicating {$1500.00} in my account would be transferred to the SCO if no action was taken. ( The letter is attached. ) XX/XX/XXXX : Sent {$100.00} from my XXXX account to my Chase checking account. 

XX/XX/XXXX : Returned to the US after nearly a decade abroad. 

Interactions with Chase : XX/XX/XXXX : Visited Chase 's XXXX branch, met with banker XXXX XXXX, and presented the screenshot captured in XX/XX/XXXX along with the letter from the SCO, seeking a reason for the under-balance. 
XX/XX/XXXX : Received a voicemail from XXXX XXXX on the work he had done. 
XX/XX/XXXX : Followed up with XXXX XXXX, who requested further details via email. 
XX/XX/XXXX : Informed by Chase of Escalation Case ID XXXX. 
XX/XX/XXXX to XX/XX/XXXX : Received multiple voicemails from Chase without substantive updates. 
XX/XX/XXXX : After further follow-ups, was advised by a Chase representative that they could not assist with the issue. 
XX/XX/XXXX and XX/XX/XXXX : Sent follow-up emails to XXXX XXXX without receiving any response. ( Email threads with XXXX XXXX are attached. ) Interactions with the OCC : XX/XX/XXXX : Filed a complaint with the OCC ( Case # XXXX ). 
XX/XX/XXXX : Provided additional information requested by the OCC. 
XX/XX/XXXX : Sent a follow-up to the OCC regarding Chases response to Case # XXXX. ( Chases response and my letter to their response are attached. ) XX/XX/XXXX : Sent a follow-up and requested updates from the XXXX. 
XX/XX/XXXX : OCC case still 'in process ' ; decided to file a complaint with the Consumer Financial Protection Bureau ( CFPB ).