Consumer complaint received 2025-11-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
CONSUMER COMPLAINT - CHASE BANK Account Type : Checking Account Issue : Unauthorized debit caused by bank error and employee misrepresentation ; Chase refuses to correct Date of Issue : XX/XX/XXXX Amount : {$74.00} WHAT HAPPENED : On XX/XX/XXXX, I contacted Chase to cancel a scheduled {$74.00} payment from my checking account to my charged-off Chase credit card. The Chase representative I spoke with confirmed the cancellation was completed. 
However, Chase 's representative made a critical error : they canceled a completely different scheduled payment from XXXX - XXXX years in the future - instead of the XX/XX/XXXX payment I requested to cancel. I have screenshots and email confirmation proving Chase canceled the wrong payment. 
I did not notice this error in the confirmation email until today because I relied on the representative 's verbal confirmation that my cancellation request was completed. There was no reason to scrutinize the confirmation details when Chase 's representative explicitly told me the action was done. 
Despite this documented error, the {$74.00} payment from XX/XX/XXXX remains pending and multiple Chase representatives have confirmed it will post to my account. 

CHASE 'S CONTRADICTORY DEFENSES : Chase is now claiming the cancellation " wasn't possible '' on XX/XX/XXXX because I called the same day as the scheduled payment. This defense is contradicted by Chase 's own actions and creates additional liability : The representative told me the cancellation was completed - They did not mention any same-day restriction, cutoff time, or impossibility. They confirmed the action was done. 
The representative successfully canceled a different payment on XX/XX/XXXX - This proves same-day cancellations ARE possible in Chase 's system. Chase can not claim " it wasn't possible '' while admitting their rep canceled a payment that same day. The fact that they canceled a XXXX payment instead of the correct XXXX payment demonstrates the error was in execution, not capability. 
I relied on the representative 's confirmation - I had no reason to believe the cancellation wasn't processed when Chase 's own employee told me it was complete. I trusted their verbal confirmation without scrutinizing the email confirmation details.

Chase failed to inform me of any restrictions- If same-day cancellation has cutoff times or limitations, Chase 's representative had a duty to explain this. Instead, they confirmed completion and successfully processed a cancellation ( albeit the wrong one ). 

Chase can not retroactively claim their employee misled me about their capabilities and then refuse to correct the resulting unauthorized payment. The representative 's ability to cancel a XXXX payment on XX/XX/XXXX proves same-day cancellation functionality exists- they simply canceled the wrong payment. 

CHASE 'S REFUSAL TO CORRECT THEIR ERRORS : I contacted Chase multiple times to resolve this documented bank error. Each time I encountered the following problems : Transferred to wrong departments : Repeatedly sent to Collections, who can not handle charged-off accounts and have no authority over voluntary payments Denied access to proper department : Chase refused to transfer me to the Recovery Department , which actually handles charged-off credit card accounts Multiple representatives hung up on me during the resolution process Provided false information : Chase claimed " we don't do ACH returns, '' which is factually incorrect. Banks can and do process ACH returns for erroneous debits and can manually reverse internal errors. 
Denied error dispute : Chase refused to process any form of error resolution claim despite my documented proof of their mistake Refused to reverse the payment : Even after acknowledging their representative 's error, Chase refuses to correct the unauthorized transaction WHY THIS IS CHASE 'S RESPONSIBILITY : This situation involves multiple Chase failures : Employee misrepresentation : Chase 's representative told me a cancellation was completed when it allegedly " wasn't possible '' Operational error : Chase 's representative canceled the wrong scheduled payment - one from XXXX instead of XXXX, demonstrating a severe execution error System failure : If same-day cancellations have restrictions, Chase 's system should prevent them or alert representatives - yet the rep successfully canceled a different payment. The system clearly allows same-day cancellation ; the error was human, not systemic.

Reasonable reliance : I had every reason to trust Chase 's representative 's verbal confirmation. Customers should not need to verify that their bank executed the correct action when explicitly told it was completed.

Refusal to remedy : Chase refuses to correct an unauthorized payment that exists solely due to their documented errors Important context : This payment is to a charged-off credit card account. Charged-off accounts have no legal collection mechanism through ACH - these are strictly voluntary payments that I control. Chase has no automatic right to debit these funds. The payment was only going to process because I originally scheduled it, and I properly canceled it based on Chase 's representative 's confirmation.

I acted reasonably and in good faith. I trusted Chase 's representative when they confirmed my cancellation was processed. Chase is bound by what their representatives tell customers. Chase can not make up excuses after the fact and refuse to fix their own documented mistakes.

CHASE 'S PATTERN OF OBSTRUCTION : Chase 's handling of this matter shows a pattern of refusing accountability : First, they blamed me for their rep 's error Then, they claimed same-day cancellation " wasn't possible '' ( while admitting they canceled a XXXX payment that day, proving the capability exists ) They transferred me to departments without authority to help They refused access to the department that could actually resolve this They provided false information about their capabilities They hung up on me multiple times They denied my error dispute without legitimate justification This is not a customer error. This is not a timing issue. This is Chase making mistakes, misleading me about those mistakes, and then refusing to take responsibility. The fact that their representative canceled a payment from XXXX - XXXX years in the future - instead of the current date 's payment demonstrates a fundamental execution failure on Chase 's part. 

WHAT I'M REQUESTING : Immediate reversal of the {$74.00} payment - This payment should never process due to Chase 's documented errors Written confirmation that the reversal has been processed and the matter is resolved Call recordings from XX/XX/XXXX - XXXX request copies of all calls where Chase 's representative confirmed my cancellation was completed Correction of Chase 's internal procedures - Whatever failures allowed a representative to cancel a XXXX payment instead of a XXXX payment, mislead me about completion, and then allowed multiple departments to refuse resolution should be addressed SUPPORTING DOCUMENTATION : Screenshots showing Chase canceled a scheduled payment from XXXX instead of XX/XX/XXXX Email confirmation showing the wrong payment was canceled Screenshots showing the correct XX/XX/XXXX payment still pending Names, dates, and times of representatives who refused to help or hung up [ Include any reference numbers from calls ] SUMMARY : Chase 's representative made an egregious error - canceling a payment scheduled for XXXX instead of the XX/XX/XXXX payment I requested to cancel- and misled me by confirming the action was complete. I relied on that confirmation. The resulting unauthorized payment is entirely due to Chase 's failures- not mine. Chase has a legal and ethical obligation to correct their own documented mistakes. 
I am requesting CFPB 's assistance in compelling Chase to reverse this unauthorized {$74.00} payment and take responsibility for their errors. 
Chase can not hide behind false claims of " impossibility '' while admitting they performed same-day cancellation functionality ( on the wrong payment ). Chase can not blame customers for trusting their representatives ' explicit confirmations. Chase can not refuse to correct documented bank errors, especially XXXX as clear-cut as canceling a XXXX payment instead of a XXXX payment. 
I have exhausted all reasonable attempts to resolve this directly with Chase. I am now considering all available remedies, including small claims court if necessary, but am hoping CFPB intervention will compel Chase to simply do the right thing and reverse their error. 

ADDITIONAL NOTES : This complaint represents : Bank operational error ( wrong payment canceled - XXXX instead of XXXX ) Negligent misrepresentation ( told cancellation was complete ) Detrimental reliance ( I trusted their confirmation ) Refusal to correct documented errors Obstruction of error resolution process Provision of false information about bank capabilities The severity of canceling a payment from four years in the future instead of the current date demonstrates a fundamental failure in Chase 's processes and employee training. This was not a subtle error- it was a mistake of multiple years that should have been immediately apparent to any competent representative. 
Thank you for your attention to this matter.

Company response to consumer: Closed with monetary relief