Consumer complaint received 2020-06-30
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.

Complaint:
This is a follow up complaint to one submitted yesterday ( CFPB Complaint # XXXX ) Yesterday evening, I waited on hold with JP Morgan tech support services at XXXX for 1.5 hours, after which, I was disconnected. Thereafter, I called the same number again and waited another 1 hour before hanging up since it was after midnight at that point. Previously, I had called the local branch in XXXX, NJ where I go frequently for banking services at XXXX. A recoding at that number for days has referred callers to other toll free numbers at JP Morgan Chase. In other words, the branch where I go often is not taking telephone calls but when the toll-free other numbers are called, no one answered the call for 2.5 hours except to ask for credit card info and then dumping me into an automated system which later disconnected me when I asked the representative to wait while I got the credit card information. This bank is criminally evasive in correcting is own errors that create havoc for its customers. 

Today I called the same tech support number and reached someone who was difficult to hear. Given the recent history, I asked immediately for a supervisor and was immediately told that none were available. After that, this guy said he had to transfer me to someone in Chase Private Client Services to handle the call. The guy in Chase Private Client Services said he could not handle the call and then transferred me back to tech support. This time I was put through to someone who claimed that he was a supervisor in tech support, that he was located in XXXX, and that his name was XXXX XXXX. He then said he had to transfer me to a division that handled electronic transfers for the bank. The next guy I was transferred to said his name was XXXX and that, in contrast to XXXX XXXX, he was not allowed to provide a surname or an employee ID number. He said he was located in XXXX in the XXXX. When I asked what division of the bank he was in, he said the Fraud Hot Line. I then told him that XXXX XXXX had told me he was transferring me to the electronic transfer division, at which point, XXXX claimed that he also handled that, probably one of  many lies from XXXX. 

XXXX declared that he needed to follow several authentification procedures. He then asked for a cell phone number where he could send an authentification code. I explained that if he sent a code to the number I was talking to him on, the call would probably be disconnected and I therefore asked him for a number where I could call him back. He refused to provide a number where I could call him back and said there was no way to call him back. After more wasted time, I provided a total of 3 different cell phone numbers to him for the code. In each and every case, XXXX declared that he could not/refused to send the code to any of the 3 different cell phones I provided to him. Next, after exhausting his first ruse, XXXX said he had to put me on hold which he promptly did. While I was on hold on one cell phone, XXXX then called me on the second cell number Id given him ; although he claimed that he could not send a code to either phone, that did not prevent him from calling either or both numbers and telling me I could not call him from either. After XXXX initial ruse, repeated 3 different times, of needing a number to send a code to, then refusing to do so 3 different times to 3 different numbers, XXXX next declared that my legal name on my bank account is something other than what it is. Yet I have one and only one legal name, the same one that has been on this account for nearly 30 years. As it happens, it is the same name that appears on all of my banking records, property records, tax returns, and social security card. That also was not good enough for XXXX, who insisted on attaching an alias to my checking account and demanding that I tacitly approve his behavior. It is quite amazing the lengths that JP Morgan will go to to evade responsibility for its criminal mistakes, much less correcting them in a timely manner. 

Today, I spent another over 1 hour and 40 minutes on the phone trying to get JP Morgan to correct its error that is clearly documented in the banks own notations on my checking account. Among them are that : 1 ) The account I had scheduled the transfer to had been used previously for the same purpose, had been verified by JP Morgan itself and was listed as an active external account linked to my checking account. 
2 ) It is clear that JP Morgan stopped the transfer without warning and for arbitrary reasons, in that a note attached to the cancelled transfer reads, We cancelled your payment and wont process or send it. ( NB : this indicates that JP Morgan does not distinguish between and conflates a payment with a transfer. This was a transfer, not a payment. ) A second, similar note is attached to the cancelled scheduled transfer under the transfer activity on online banking for my accounts. 
3 ) As mentioned, transfers from my checking account to this very account had already occurred. In addition, a transfer for a smaller amount of money ( {$500.00} ) from my JP Morgan checking account to the recipient account at XXXX actually went through the following day, XX/XX/XXXX. 

When caught red-handed by its own internal and online documentation with inexcusable, irresponsible and illegal activity, JP Morgan does nothing except go to the most extreme and absurd lengths, of even renaming its customers, to evade admitting, much less remedying, its errors. Yet the CFPB fails to prevent or effectively sanction such behavior. 

From online banking records, the account number that was to receive {$1500.00} at XXXX ended in XXXX. The transfer was scheduled to leave my JP Morgan account on XX/XX/XXXX and arrive at XXXX by XX/XX/XXXX. Yet it was cancelled for arbitrary and capricious reasons by JP Morgan, despite other transfers of the same kind going through, before and after this one, without notice or my permission.

Company response to consumer: Closed with explanation