Consumer complaint received 2025-02-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/XXXX, I discovered that I made an unfortunate error in transposing the account number for my direct deposit. I became aware of this mistake, and promptly contacted both my employer and Chase Customer Service to rectify the error. I spoke with a Chase representative on XX/XX/XXXX, who assured me that the payment would be returned to my employer, as the deposit was made to an inactive account, and that the funds would be suspended and sent back to their original source. I verified this statement with the customer service representative twice. Unfortunately, my wife and I were out of the country from XX/XX/XXXX to XX/XX/XXXX, and upon our return, we discovered that XXXX payroll deposits were still missing. 

I immediately contacted Chase Customer Service again, only to be informed that they were looking into the matter. On XX/XX/XXXX, I received an email stating that Chase had closed my complaint, claiming that the funds had been successfully deposited into an active account, and as such, no further action could be taken. I followed up with XXXX additional calls on XX/XX/XXXX and XX/XX/XXXX to escalate the issue. On these calls, I spoke with a representative named " XXXX '' from Claims, who informed me that there was nothing further to be done and that he was the final point of contact in this matter. When I requested documentation of our conversation, I was told that Chase does not provide such records. 

At this point, on XX/XX/XXXX I personally visited the Chase branch located at XXXX XXXX XXXX, XXXX XXXX, CA XXXX, where I met with the branch manager, XXXX XXXX XXXX. XXXX XXXX expressed her understanding of my predicament and promised to assist me in recovering the missing funds. XXXX XXXX even assured me if there was no action taken by corporate by the end of XX/XX/XXXX, she would personnaly withdraw the funds from the wrong account and transfer the funds back to my account. XXXX XXXX still has yet to realocate my funds back to me. I have returned to this branch twice since then, and XXXX XXXX has continued to advocate on my behalf. However, after my most recent conversation with her, I was informed that corporate and ACH departments have declined my claim, leaving me in a situation where my funds remain inaccessible. 

I fully acknowledge that the error was mine, and I take responsibility for the transposition mistake. However, I find myself in a position where, despite my efforts, I have not received the support and resolution I am entitled to as a valued customer of Chase. This situation has caused me and my wife undue stress. What I do not understand is why the other account holder is allowed to keep my funds, especially when the deposit was made in error and the deposit was under my name. Are there no safeguards in place to prevent such occurrences? It is my belief that this error, while unfortunate, is not uncommon, and I am requesting your assistance in ensuring that the appropriate actions are taken to resolve it. 

I have contacted Chase Executive office on XX/XX/XXXX and reached out to Chase leadership regarding my current situation. Chase contacted me on XX/XX/XXXX and informed me a specialist was looking into my case. It is now XX/XX/XXXX and I have yet to hear from the specialist. I contacted the specialist twice on XX/XX/XXXX and XX/XX/XXXX and left a message on their voicemail and have still not received any follow-up. We contacted Chase consumer complaints on XX/XX/XXXX and was told they closed the claim on XX/XX/XXXX. Clearly Chase consumer complaints and Chase Executive office do not communicate with each other. Chase consumer complaints continues to push for my employer to open a complaint with Chase so the funds can be returned. I have contacted my payroll and payroll auditor several times already and was told Chase needs to reverse the funds because my employer 's bank can not process what Chase is asking. This issue has begun in XX/XX/XXXX and there is no resolution provided by Chase. Chase could easily withdraw the funds from the wrong account and return the funds to my employer or reallocate them to my account. I am certain I am not the only client that has made transposition errors before and major banks such as Chase would have protocols that would verify if a deposit was made in error. Chase should have put a freeze on the deposit and verified with me/ the client prior to depositing the funds. Chase should also have never informed me on my first call that the funds went into an inactive account. The customer service representative made a false statement. When I escalated the call, the supervisor under " XXXX '' declined to provide an explanation and insisted " he was the last person to speak to '' XXXX also declined to provide me with the recorded calls when Chase explicitly states each call is recorded. Does Chase just allow funds people to keep the funds if the deposit was made by mistake? Does the rightful account holder just lose out on his funds. Chase should have also flagged the incoming 2nd deposit since I already informed them in advance.

This is causing a burden on my health and wife 's health. My marriage is being tested and I am in financial stress due to missing one month 's pay. I would really appreciate it if CFPB can step in and advocate for me. I am a CPS worker who has a stressful and demanding job dealing with child abuse and neglect cases. I do not need the extra stress of financial burden. 

Sincerely,

Company response to consumer: Closed with explanation