Consumer complaint received 2024-10-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
My checking account in Chase has been set up to auto-pay the account balance of my XXXX XXXX credit card each month for well over a year. 

Chase did not make the autopayment one month. The prior months had been paid with no problem. 

As you will see in the XX/XX/year> screenshot from the Chase portal " ebill history '' which I will attach, payments have been consistently made until the bill due XX/XX/XXXX. 

The second screenshot from XX/XX/year> from the Chase portal " all bill pay activity '' shows that payments were consistently made through XXXX. As you can see, payments resumed normal activity in XXXX. 

When I called to see why the payment hadn't been paid, the excuses evolved. First, they claimed they didn't receive the bill from XXXX XXXX. When I told them I can see the XXXX XXXX bill in the Chase portal right next to where it says unpaid, they decided to offer a different excuse. 

They asked if I received an email on XX/XX/XXXX about the XXXX - XXXX did. It said it wouldn't pay the XXXX XXXX bill. I hadn't opened the email ( because the subject was the same it was every month : " Your new XXXX XXXX XXXX is ready '' ). I told them that XX/XX/XXXX was after the due date ( of XX/XX/XXXX ) and that I was out of the country and couldn't have paid. When they found out I was out of the country, they jumped on a whole new bandwagon and asked where I was. When I responded XXXX, they told me it was a high risk XXXX country and that XXXX have been why it wasn't paid. It is complete XXXX  to suggest that when an American traveler goes to XXXX ( not an XXXX country and Chase even has a branch in XXXX ) automatic payments aren't made. I asked to see where I could find this on the Chase website so that I could prepare myself for the future ( fully knowing this is XXXX  and there wouldn't be a list on the website ). Eventually the woman said they'd have to call me back. She asked for when to call and I gave XXXX times. I asked what number I would be called from and she said she didn't know but maybe from an XXXX number and that I would be called back within XXXX or XXXX business days. 

After XXXX business days, I called back and gave the reference number. The man said that they had tried calling me during the time I has specified. I checked my phone and messages and confirmed I had not been called. He said to give them more times to call and they would call me back. In indicated that was the exact same thing they said last time and that I didn't believe him that they had called me previously so I didn't trust it this time. He said he was sorry I was unsatisfied with his resolution, said someone would call me back, and hung up on me. 

The above is highly annoying but it's not why I am contacting the CFPB. What happens next is downright fraud : After being hung up on, I immediately called back, when through all the rigamarole to get to someone who could look at my case. I started fresh, indicating that I had expected a return call in XXXX or XXXX business days but no call had come and I wanted to know the resolution. This new person opened my case and said " I can see we spoke to you on XX/XX/XXXX and explained why the bill wasn't paid and the case has been closed. '' I was outraged. Clearly the person who had just hung up on me had altered my file after he spoke to me. Instead of saying " they tried to call you '' the message was now " we spoke with you on XX/XX/XXXX and have now closed the case. '' This is fraudulent. My phone records will prove it and Chase will not be able to find a recorded conversation with me on XX/XX/XXXX. The new person indicated that we should open a new case to pursue the answers to the questions I still had ( which is why wasn't the bill paid- I don't believe that it has anything to do with me being in XXXX and have no idea why that would impact my auto payment. So, a new case is established and I am waiting for resolution. 

However, my reason to coming to the CFPB is because of the man who hung up on my who altered my file by saying we had a conversation on XX/XX/XXXX and closing the case. 



The Reference number for the first case : XXXX ( This is the XXXX where I was told that the bill may not have been paid because I was in a high risk country ( since when is XXXX high risk? ) and where the man told me they tried to contact me and then hung up on me then altered the file to show that they HAD reached me and then closed the case. ) The second case which we opened fresh to address the original complaint is : Case number : XXXX

Company response to consumer: Closed with explanation