If you sent up auto pay for a deduction of your mortgage payment on the business day of the 28th for each month, then that is the day the auto pay should debit the account. If the 28th falls on a holiday or weekend, they may take the payment out the first business day prior but that was not the case here. It is easy for a personal banker to see on their screen the auto pay information. It is also easy for them to see the error on the checking account. I suggest, with all sincerity, for you to go into your branch, ask to sit with a banker with knowledge of both checking accounts and loans (some bankers are newer and are sales trained but not trained on the inner workings of loans.)
I think the folks at telephone banking have a problem seeing the big picture. I don't know all the details but if the bank took the debit a business day early, in this case the 24th (the 25th, obviously Christmas day so no transactions were posted) and the funds were unavailable which caused other debits to create overdraft charges, then a reasonable banker, and one who wants to earn future business, should see the error and have those charges reversed in full. They should also contact the loan department and reverse the late fee charged to your mortgage.
A suggestion before you go in to the branch. Have all your information, who you talked to, dates, and amounts straight. They will look up the info on their screen as well but you will be taken seriously if you go in knowing exactly what was supposed to happen and when. Also, the person in front of you didn't cause the error and when they look at what you say happened they will do what they can to fix it, however, if you start off by yelling at them, or flinging any kind of attitude they will shut down and refer you to telephone banking again. You don't want that. Just be honest about your frustration and your willingness to do business with Chase in the future, then they will look at the situation as not just another irritated client, but problem to solve and earn a future client. Even if your intent is to not do business with Chase in the future, it is good strategy to act like you want to. It's the whole catching flies with honey vs. vinegar thing. Good luck and let us know how you do!
Sincerely,
Mia
