Consumer complaint received 2024-02-21
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO. (TX)

XX/XX/XXXX - I have XXXX bill pay accounts in my BofA bill pay account for Chase Credit Cards. I made a {$4300.00} bill pay payment through XXXX to the incorrect one. I paid card # XXXX XXXX XXXX XXXX XX/XX/XXXX ( on or about, it was a sunday ) - I realized that I had made the payment to the wrong and made a call to XXXX, we had a XXXX call with Chase and both representatives agreed the money would bounce back with XXXX business days because the account I attempted to make the payment to was purged so, there was nowhere for the payment to go. 
XX/XX/XXXX - called back to follow up, I was told a case was opened and that I should call in a couple weeks. Didn't get any reference information on that call. 
XX/XX/XXXX - Chase XXXX XXXX XXXX XXXX XXXX  : XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX them to leave a message with info ). I should follow up in 30 days. 
XX/XX/XXXX - XXXX XXXX in XXXX XXXX ( I don't have any notes from this call other than a phone number XXXX Option XXXX ) XX/XX/XXXX - Spoke with XXXX with XXXX and XXXX with Chase in XXXX, MO. XXXX provided a fax number for XXXX to send the XXXX of XXXX to. XXXX. XXXX created the following case # XXXX XX/XX/XXXX - Spoke with XXXX with Chase in Missouri XXXX XXXX with XXXX in Georgia. XXXX said the previous XXXX # had been closed and created a new XXXX # XXXX. Said that I should wait 30 days + XXXX from the date the proof of payment was received. We confirmed on the phone that XX/XX/XXXX would be more than enough time to wait to follow up. 
XX/XX/XXXX - spoke with XXXX at Chase, confirmed receipt of Proof of Payment XX/XX/XXXX, couldnt locate the account. XXXX spoke with XXXX who said it wasnt a Chase Acct then she spoke to XXXX who said it is a Chase Acct. She created an urgent XXXX  : XXXX and an OPUS ( Payment Refund Request ) @ XXXX XXXX XX/XX/XXXX. She said the XXXX should take XXXX days and the urgent XXXX  would take 10 b. days. 
( I kept getting different information from different people so, I called again this day ) XX/XX/XXXX XXXX XXXX in the XXXX who couldnt find the account who transferred me to XXXX ( XXXX XXXX. XXXX ) in XXXX, MO with 13 years of experience. Couldnt find the credit card account I paid. 
XX/XX/XXXX XXXX XXXX in the XXXX & XXXX XXXX XXXX, send account info and debit card # ( some people were telling me the card # was a debit card # to something I wrote down as My Payment Requests Escalation Team. They told me that XXXX should do a dispute. 
XX/XX/XXXX Called to have XXXX do a dispute, I spoke with XXXX who confirmed that you can only dispute check payments and that electronic payments cant be disputed. She informed me of the XXXX case # XXXX. Said they would contact me through billpay messages and that I could follow up Friday the XXXX if they havent messaged me. They ultimately told me they couldnt get Chase to respond. 
XX/XX/XXXX Called XXXX and spoke with a XXXX in the XXXX XXXX at Chase in XXXX, FL and XXXX with XXXX in XXXX XXXX, FL. Nothing productive on this call. 
XX/XX/XXXX XXXX, XXXX with Chase XXXX XXXX XXXX transfers me to XXXX who searched the retail system for my social and found a checking account in Customer Assist and gave me my customer XXXX # XXXX that should have all XXXX # XXXX She also gave me another phone number XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX very helpful, very aggressive individual ; I really thought she was going to resolve this ) we called XXXX. And then XXXX, spoke with XXXX with the Chase Credit Card XXXX and then XXXX XXXX While on the phone, we faxed the Proof of Payment. Chase representative confirmed that XXXX is a Chase routing number but, said that the account number is not XXXX ( XXXX confirmed this isnt possible for the routing number to be Chases but, the account number to not be ). XXXX explained that there is an intermediary named Check Free that confirms whether the funds make it to the next party, thats how the Proof of Payment is produced and that the Proof of Payment wouldnt say that Chase received it, if they didnt have the money. Couldnt get anywhere. 
XXXX XXXX created another XXXX # on this call XXXX to research again. 
XXXX escalated to the XXXX XXXX XXXX XXXX for XXXX Investigations. Gave me a XXXX XXXX XXXX XXXX XXXX. Told me to call back if nothing by XX/XX/XXXX. 

XX/XX/XXXX XXXX with XXXX in Georgia called and got to the credit card dept. Re-faxed Proof of Payment to Billing XXXX XXXX XXXX. Also told me that if I could get a XXXX at Chase to provide an affidavit stating that the funds could not be located then they could file on their insurance. 
( I didnt have time to spend on this for a while ) XX/XX/XXXX called again spoke with a XXXX in Chase customer service and then a XXXX in Missouri who suggested I go into a branch or fax another letter. 

XX/XX/XXXX go into a branch and speak with XXXX at XXXX suggests I connect XXXX XXXX in the XXXX XXXX Branch because he is the most experienced BM that he knows and should be able to help me but, he wont be back until XXXX. 
( got busy with holidays etc ) XX/XX/XXXX I reach XXXX XXXX who asks me for the Proof of Payment, I email to him at XX/XX/XXXX XXXX XXXX. 
XX/XX/XXXX XXXX calls me back and asks me to send him a letter with the card #, the amount, contact info and a brief explanation of whats happened. I send to him XX/XX/XXXX XXXX XXXX. He says hes sending to the XXXX XXXX for XXXX complaints. 
XX/XX/XXXX XXXX XXXX ( XXXX minutes long ) I receive a call from XXXX XXXX Chase in the XXXX who tells me that theyve already done the research and this has been explained to me ( it hasnt, not once ). We have a long conversation in which she is beyond condescending, wont answer questions. She referenced that XXXX opened this case at the outset of the call. So, she says they dont have the money, I ask why the Proof of Payment says that they do, she wont answer. I ask if she has the Proof of Payment, she condescendingly says of course, that is a central part of what we do, do you think that we just wouldnt review the documentation?. I say, please help me understand why the Proof of Payment says its in Chase possession, the PofP shows the routing number and account number of Chase and that its been previously confirmed by a Chase rep the routing number is Chases. Hows that possible? She wont answer the question again then tells me shes already explained it to me and I tell her she hasnt given me an answer to why the Proof of Payment says that Chase has the money and exactly where it went with all the appropriate information to locate the transaction. She continues to not answer questions and we go around and around in circles. She tells me the call is recorded and I ask her to send me a copy of the call, she wont. I say to give me a good explanation of how the PofP could show where the money was sent but, that they couldnt have it. She tried again to answer a different question, I call her out on that over and over again. I ask her to be a human and help me find the money, she cant help me, I ask to be transferred to someone that, she cant do that, again I ask her to be human and get me to someone who can explain this to me, she says shes already explained it to me, she hasnt she wont even answer my questions. I ask her to tell me the date on the PofP that XXXX sent, she says she doesnt have it, I ask why if its a central part of what you do then dont you have it, she says that XXXX didnt send it, I ask what he did send and she wouldnt answer, I tell her that she said XXXX opened the inquiry with the Proof of Payment so, she should have it, she responded that they dont do the review and I respond that thats not what you said earlier, you said it was a central part of what you do so, you should be able to at least access the docs. I tell I dont believe anyone has reviewed anything and that someone needs to tell me how its possible that your representative ask for proof of payment but, then wont accept what it says on the paper. We go around and around, get nowhere. I tell her that XXXX can claim on insurance if someone at Chase will say they cant find the money, she wont do that, says she doesnt make the rules, I ask her to get me to the person that does make the rules, she cant do that. She puts me on hold and then comes back to tell me that Chase told XXXX that they dont have the money on XXXX ( this is the first anyone has told me this ). Gives me XXXX : XXXX XXXX. Then tells me that I have to go back through BofA again, I force her to give me information to XXXX and she eventually provides a phone number and tells me that XXXX can look up the case # XXXX that XXXX created. 

XXXX Called XXXX, they cant help me. Called a few times to make sure there isnt a department somewhere that could help me.