Consumer complaint received 2025-10-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
My name is XXXX XXXX, and Ive been a Chase customer for about 8 years. Ive always maintained my account responsibly and never had any major issuesuntil this situation began, and its honestly been one of the most stressful experiences of my life. 

On XX/XX/XXXX, a check suddenly appeared in my checking account that I did not deposit or authorize. This check was actually originally deposited back in XXXX ( I dont remember the exact date, but it was around three years ago ). Somehow, Chases system reprocessed or re-presented the old check, which caused my account to show a negative balance of over {$2000.00}. 

At first, I thought this was just a temporary system error, so I waited about three days to see if it would correct itself. Instead, the check fully went through, and my account remained negative. 

As soon as I noticed this, I immediately called Chase customer support, but the representatives werent helpful. I then scheduled a phone appointment with one of their bankers to try to get help. During this process, Chase representatives later confirmed to me that the check had no posting location, showing as XXXX, and they acknowledged it was an error on their end. 

Despite admitting the mistake, Chase has still not fixed my account. Its now been over a month, and the account is still negative. My actual balance before this happened was about {$92.00}, which I had set aside to pay early bills. Because I cant access my funds, Ive fallen behind on those payments my bills have increased, and my phone line has been cut off since I couldnt pay it. This has made communication difficult, especially since Im currently outside the U.S. and unable to visit a Chase branch in person. 

To make matters worse, I continue to receive repeated calls from Chase about my negative balance. Every time, I explain that this situation is Chases mistake, not mine, and that their own departments have already acknowledged it. Despite that, the calls keep coming, telling me to deposit money or risk my account being closed by XX/XX/XXXX. This feels like harassment, given that the negative balance is entirely due to Chases own internal erroran old XXXX check they reprocessed by mistake. 

Ive sent multiple emails to Chase, including to executive management and the CEOs office, and spoken to multiple managers who say theyre working diligently on it. That was weeks ago, and nothing has changed. They keep saying its under investigation, even though the proof is already there. 

Ive explained repeatedly that Im outside the U.S., cant go to a branch, and that this has left me financially stranded. I also told them Im uncomfortable opening a new account, as one manager suggested, because I dont like juggling multiple accounts or remembering multiple passwords especially with Chases biometric logins and recovery process. 

Chases own policy says a provisional credit should be issued within 10 business days for disputed transactions. Its now been over a month, and I havent received even temporary access to my funds. This has severely impacted my ability to pay bills, communicate, and maintain financial stability. 

At this point, Im asking for CFPB intervention because Chase has failed to follow its own procedures and federal regulations. 

Im requesting : A provisional credit of at least {$700.00} or more to help cover my overdue bills while this is resolved. 

A full correction of my account and reversal of the false negative balance. 

Confirmation this wont affect my credit history or report. 

A formal investigation into how Chase handled this case and why its taken so long despite them acknowledging the error. 


Ive done everything rightcalled, emailed, waited patiently, and provided informationbut Chase continues to delay, while I suffer financial and personal consequences from their mistake. I feel ignored, frustrated, and betrayed after being a loyal customer for 8 years.

Company response to consumer: Closed with explanation