Consumer complaint received 2024-10-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CO

Complaint narrative:
Chase bank received funds from my Federal and State Income Tax returns via ACH and deposited them to an erroneous account instead of rejecting the ACH.

Upon noticing the tax funds were missing, I contacted the IRS and submitted forms for more information to track down my refund. Per the IRS website : " If you entered the wrong account or routing number, call us at XXXX to stop the deposit. If it's already deposited to another account, you must contact your bank to recover your funds. '' When I contacted them I had to complete a research/reclamation form which took 120 days for them to research and get back to me. They sent me an account number for XXXXXXXX XXXX as where they sent my refund. I found out that because I filed taxes with XXXX and elected to pay the fees, my return was sent to XXXX XXXX XXXX XXXX XXXX who utilized XXXXXXXX XXXX XXXX to capture the fees owed to XXXX XXXX and then sent the remaining funds in the amount of {$1600.00} to Chase bank via ACH trace number XXXX. 
Additionally, I contacted the XXXX XXXX XXXX XXXX XXXX XXXX  to find information about where my refund went. They provided me the same Chase account number as where my federal return was for where they sent my income tax refund in the amount of {$2300.00} via ACH and a trace number of XXXX. 
Once I had this information I contacted Chase and was told the account number doesn't exist and they couldn't help me. I called again on! XX/XX/year> and the agent I spoke with said he could not search using trace numbers and I had to go to a branch location because they were the only ones who could help. This didn't seem right so I asked for his name and rep ID. He gave me the name XXXX, but refused to give me anymore information. I then asked to speak with a supervisor and XXXX transferred me to XXXX XXXX who searched with the account number, amounts, dates, and trace number, and was able to locate the ACH deposit. He provided me with updated Chase trace numbers XXXX and XXXX, and put me on hold to research my options. He came back and said I needed to open a Chase bank account and then call to request an ACH reroute. He also provided me a confirmation number for our conversation notes XXXX and instruction to call XXXXXXXX XXXX for further help. 
I opened the bank account that evening and called back the next day ( XX/XX/year> ) to request the ACH reroute. The person who answered the call did research and told me that a reroute could only be requested within 24 hours of the ACH deposit and that I had to contact the originator and have them recall the deposit. I again asked for a supervisor because at this point I had doubt in what I was being told. I spoke with XXXX, who put me on hold to research and the phone disconnected while I was on hold. 
Before calling back, I contacted XXXX XXXX XXXX XXXX XXXX to request them to recall the funds. They said they do not do recalls as a company policy and I had to talk to the bank to request they reject. I then sent a message to the XXXX XXXX XXXX and asked for them to recall the deposit ( I have not heard back at the time of this complaint ). 
I also called the IRS number they gave me on the letter and they referred me back to the letter, and said I had to contact the bank. 
I called Chase again the same day and explained to the representative who answered the phone everything that happened up to this point and that I was disconnected from the supervisor XXXX. He then attempted to research and came back with the same answer that I had to contact the originators and request they recall the ACH. I again asked to speak to a supervisor who also researched and came back with the same answer that I had to request the originators to recall. I tried to explain that I did and they told me I had to speak to the bank. He refused to help further nor transfer to a manager.

I am at a loss. Chase is holding on to my almost {$4000.00} income tax return from an ACH they deposited into this erroneous account. They refuse to reject the ACH back to the originator, and the originators will not recall. Chase has confirmed that all of my information is attached to the ACH but will not release the funds to me. 
I just want the income tax refund that Chase has deposited and journaled but refuses to give me when it is rightfully mine.

Company response to consumer: Closed with explanation