Consumer complaint received 2025-04-14 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: JPMORGAN CHASE & CO.
State: DE

Complaint narrative:
Hello, I am writing to formally raise a concern regarding unfair and unexplained monthly charges on my Chase Bank savings account, which I believe resulted from a lapse in communication and systemic failure on the banks part. 

I have been a customer with Chase Bank for the past 12 years, maintaining both a checking and a savings account. At the time of opening the checking account ( required for direct deposit of my salary ), I was encouraged to open a linked savings account with the condition that I only needed to transfer {$25.00} each month to avoid any fees. I agreed and maintained this monthly transfer consistently. 

Over the years, I have also opened other Chase products, including credit cards and an investment account. However, in XX/XX/XXXX, I noticed a {$25.00} deduction from my checking account without any clear explanation or visibility into the savings account where the money was supposedly being transferred. 

Upon contacting Chase customer support, I was informed that my savings account had been marked as dormant, and as a result, it was hidden from my Chase mobile app and online banking. What is troubling is that Chase continued to withdraw {$25.00} from my checking account while simultaneously charging a $ 25 monthly fee for low balance in the same savings account a process that began in XX/XX/XXXX. 

Here are the key issues I raised with the bank : Unjustified Dormant Status : The account should not have been considered dormant, as monthly deposits of {$25.00} were still being made which, as per the original agreement, was sufficient to keep the account active. 

Lack of Communication : I was never notified via email, mail, or app alert that my savings account had been marked dormant, nor was I informed that fees were being charged. The bank could not provide any evidence of communication when I requested it. 

Failure to Advise on Account Changes : About a year ago, I changed my primary bank for salary deposits and requested Chase to downgrade my account from Premium to Regular. At that time, I was not advised that my linked savings account should also be reviewed or converted to avoid unnecessary penalties which I believe was a critical omission by the bank. 

Once I discovered the issue, I visited a Chase branch. After reviewing my case, they admitted fault and created a support ticket. So far, I have only been refunded for 12 months of charges. For the remaining charges, Ive been told that the system does not allow further refunds. 

My Request : I am seeking a full refund of all the unjustified fees charged since XX/XX/XXXX. 

I also believe this is a systemic issue other customers may be similarly affected without their knowledge, as the savings accounts are being hidden and penalties are applied silently. 

Despite multiple follow-ups, I have been unable to get a resolution. I am now reaching out to the CFPB to request assistance in resolving this matter and ensuring fair treatment. 

Thank you for your support.

Company response to consumer: Closed with explanation