Consumer complaint received 2026-05-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: MI

Complaint narrative:
XX/XX/XXXX XXXX XXXX XXXX Chairman and Chief Executive Officer JPMorgan Chase & Co . XXXX XXXX XXXX XXXX XXXX XXXX XXXX Claim No. XXXX Claim related to account ending in : XXXX I am writing to formally request reconsideration of the partial denial of my claim associated with my Chase XXXX account for XXXX XXXX XXXX XXXX XXXX. I respectfully request that this matter be reviewed not only under the customer agreement, but also under applicable banking standards, Uniform Commercial Code ( UCC ) principles, and Chases obligations to act in good faith and with ordinary care. I have maintained a long-standing relationship with Chase Bank and have consistently relied on Chase to administer my accounts fairly, accurately, and transparently. That reliance is central to the circumstances described below. Factual Background In or around XX/XX/XXXX, I established Bill Pay through my Chase business account to pay rent to my commercial landlord, XXXX XXXX XXXX XXXX XXXX. When setting up the vendor, I entered only the vendor name and physical mailing address. I did not provide an account number, as I did not have one, and I intended for payments to be issued via paper check, mailed to the address provided. At no point did I authorize electronic payment or ACH delivery. Chases Bill Pay system later indicated that Chase had found an account for this vendor and that payments would be delivered electronically. The account identification and electronic delivery method were determined solely by Chase, not by me. I continued to receive standard Bill Pay confirmations and therefore had no reason to believe payments were not being properly delivered. In XX/XX/XXXX, when I requested a temporary rent pause, I was informed by XXXX XXXX XXXX that no payments had been received since XX/XX/XXXX. XXXX XXXX XXXX further confirmed that : They do not bank with Chase The account number reflected in Chases payment records is not theirs They never received paper or electronic payments I immediately contacted Chase and filed a claim. During a call with Chase Claims, which included the CFO of The XXXX XXXX, these facts were confirmed. Regulatory and Legal Considerations The denial letter cites a 30-day notification requirement applicable to authorized electronic payments. I respectfully contend that this provision does not apply under these circumstances for the following reasons : 1. Lack of Authorization ( UCC Articles 3 & 4 ; Agency Principles ) I did not authorize electronic payments or provide account credentials. Under UCC principles and general agency law, a customer can not be held responsible for payment instructions or account designations they did not provide or approve. Chases unilateral selection of an account and delivery method exceeds my authorization. 2. Good Faith and Ordinary Care ( UCC 1-304 ; 4-103 ) Banks are required to act in good faith and exercise ordinary care in processing transactions. Routing payments electronically to an account not provided by the customerwithout confirmation or verificationraises concerns regarding compliance with these duties. 3. Error Resolution and Discoverability I had no reasonable means to discover the error within 30 days because : o I received Bill Pay confirmations o The intended payee did not notify me of non-receipt until XX/XX/XXXX o Chase did not alert me to any delivery exception or mismatch The delayed discovery was not due to neglect, but to reasonable reliance on Chases systems and representations. 4. Traceability and Funds Control I was informed that Chase is unable to trace the recipient of seven months of electronically delivered payments. As a regulated financial institution, Chase has obligations under banking and XXXX standards to maintain transaction traceability. The inability to identify the recipient of electronic payments is deeply concerning and warrants further internal investigation. 5. Unjust Enrichment and Allocation of Risk The payments were accepted by an unidentified third party who was not the intended payee. Holding me financially responsible for funds misdirected due to Chases internal vendor-matching process results in unjust enrichment of an unknown party and improperly allocates risk to a small business customer acting in good faith. Impact on Small Business XXXX XXXX XXXX XXXX XXXX is a newly established small business with limited capital reserves. This situation has caused significant financial hardship, operational disruption, and reputational strain with my landlord. I am not attempting to avoid my lease obligations ; rather, I am seeking correction of a misdirected payment error that occurred outside my control. Formal Request I respectfully request that Chase : 1. Reverse or credit the misdirected payments back to my business account 2. Identify and investigate the entity that received and accepted the payments 3. Conduct a good-faith reconsideration of my claim based on authorization, regulatory standards, and equitable principles I believe this request is reasonable, consistent with banking best practices, and aligned with Chases stated commitment to fairness and customer protection. Thank you for your time and attention. I respectfully request a written response following this reconsideration. I am happy to provide any additional documentation or participate in further review as needed. Sincerely, Communications : XXXX Electronic Payment to XXXX XXXX XXXX XXXX Notification from XXXX XXXX XXXX that no payments have been received from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX provided payment activity log from Chase Bank. XXXX Called Chase Bank with Chief Finance Officer of XXXX XXXX XXXX on the phone. Spoke to XXXX and provided all information from both XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX filed claim # XXXX. XXXX XXXX XXXX XXXX XXXX received letter that Chase Denied part of the claim. XXXX XXXX XXXX XXXX XXXX XXXXXXXX mailed letter to Customer Claims Department requesting reconsideration. XXXX XXXX XXXX XXXX XXXX XXXX received letter that Chase denied the entire claim Called Claims department. XXXX Meeting with XXXX of Chase Bank in XXXX XXXX , MI. XXXX contacted Claims to inquire about what entitiy received the payments. Claims determined they would not open up a new claim or escalate the inquiry. XXXX Chase Executive Office Staff called to inform me that it is my error. She provided me the transaction number, approval code instamed phone, and would not provide the account Chase sent the money too.

Company response to consumer: Closed with monetary relief