Consumer complaint received 2026-03-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: NV

Complaint narrative:
After XX/XX/XXXX, I noticed that I was given a refund for a monthly service charge. I did not request this refund, and after that my JP Morgan Chase account gave me monthly service refunds from XX/XX/XXXX through XX/XX/XXXX totaling approximately {$1000.00}. I did not initiate the request for these refunds, so I waited until the funds posted and called the customer service department. On XX/XX/XXXX at XXXX, I called the customer service department and asked the reason for these credits. The representative named XXXX looked into it. Since I was previously a Chase employee, I asked if that XXXX be a reason, so she asked her supervisor. After speaking to a supervisor, she let me know that they were refunds from an internal error that was charging me XXXX XXXX monthly service charge. I asked if the funds belonged to me and were clear for me to use it, and she confirmed that they belonged to me. After getting confirmation that the money belonged to me, I made transactions. I kept on questioning the funds, due to previous knowledge of bank practices from when I was a bank teller and decided to call again, for my clarity and peace of mind. On XX/XX/XXXX at XXXX, I called the customer service department XXXX. The representative named XXXX looked a bit into it further after I expressed my concern, due to the transactions I made once I got confirmation from XXXX and XXXX. He mentioned that in the internal system it still showed that I was employed by JP Morgan Chase, so he figured that may have been the reason, told me to go into a local branch to correct the employee status situation, but I immediately asked for another supervisor. The supervisor that I was transferred to was named XXXX, and I tried my best to explain that after my employment was terminated, that it was made clear to me that I was no longer an employee and that I began getting charged the {$25.00} fees on my account consistently. I made it clear that I had no issue with the fees, knowing well enough that I was no longer an employee, and did not qualify for the fees to be waived. I explained multiple times to XXXX that the fees were being charged and that I did not request the refunds and questioned why I would be held liable for a bank error that I did not initiate. XXXX left me speaking to myself for minutes, only for me to realize after XXXX minutes that I was no longer being listened to or connected to the employee, so I ended the call. The call was approximately XXXX minutes long, and since I was not satisfied, I decided to call again. On XX/XX/XXXX at XXXX, I called the customer service again, I did not get the representatives name, but I explained that I was disconnected from a supervisor and asked to escalate. I was transferred to and attended by a supervisor named XXXX. I explained the situation to XXXX, once again questioned why it was that I would be held liable for an internal bank error, explained that I was concerned about the fact that once I was told that the funds were confirmed to be mine and made transactions, that I was afraid that my account would be over drafted, and charged for money that I had made transactions with and be potentially unable to pay. Due to prior knowledge, I explained that because of overdraft fees and negative balance, that I was afraid that my account would get closed. XXXX tried to reason with me that it hadn't happened yet and would have to wait for an investigation to decide the next course of action. She advised that I go into a local branch and refused to give me anything in writing explaining the situation. I asked if there was a timeframe and she refused to give me one. For my knowledge and fear, I asked if I should seek an attorney, to which she let me know that I could if I wanted to. After not getting any answers or assurance that I would not be penalized for the banks mistake, I thanked her and ended the call. I was polite and patient with all of the representatives, I asked for answers, and tried to help find the solution or explanation to this unfortunate situation. I did not find any resolution or written documents, although I made the request, which is why I decided to make a formal complaint with the CFPB. I have never had issues related to this situation at any point, since I opened my account sometime in XXXX, when I was first hired.

Company response to consumer: Closed with explanation