Consumer complaint received 2021-07-22
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/XXXX, I discovered that XXXX applied a {$140.00} payment to my Mobile phone Account and it was supposed to be applied to my Cable/Internet account. I contacted XXXX and requested that the {$140.00} be applied to the correct account, which is the Cable/Internet account. XXXX informed me that they could not issue a refund and that I needed to contact my bank to get a refund. I contacted the CHASE claims department at my bank and explained what happened. The first person I spoke to stated that he could not issue me a provisional credit because this was a billing issue. I explained to him that XXXX overcharged me by applying the {$140.00} to an account that was already paid. I then asked to speak to a supervisor in Claims to get more assistance. The supervisor and his name was XXXX, who came on the line, told me the same thing and also added that CHASE does not get involved with billing issues with another company. I told him that I even had proof that XXXX applied {$140.00} to my Mobile account that was not behind and I offered to show him an email that XXXX sent stating that I now have a credit of {$140.00} on my Mobile account. He stated that he was not going to do a Provisional Credit. Since I wasn't getting any assistance from XXXX, I asked him if I could speak to his supervisor. He said he didn't have one. I asked him to give me the phone number and address of the Consumer Complaints department and he stated that CHASE does not have one. I then told him that I didn't want to speak to him anymore and for him to disconnect the call. He told me that he wasn't going to disconnect the call. I told him that everyone has a supervisor and I also told him that I would contact the CEO of CHASE if I had to in order to complain about the service that I was receiving from him. XXXX would not release the call and I wanted to call CHASE back and speak to someone else. I thought I clicked XXXX off my phone, but when I got another CHASE agent on the Line, XXXX was still on the Line and he was talking over me. I explained to the New agent with CHASE what happened and his name was XXXX, also a Supervisor in Customer Service at Chase. XXXX assured me that he was getting someone from Claims to process my Claim for the Provisional Credit of {$140.00} and that it would take 12-24 hours to show up. At that point, XXXX hung up. All of that happened on XX/XX/XXXX. Then on XX/XX/XXXX, I checked my account to see if the Provisional Credit was there yet, it was not. Later on that evening at around XXXX XXXX, I was at XXXX picking up my prescriptions. I wanted to pay with my CHASE debit card. The attendant at XXXX informed me that my card was declined. I gave her a second CHASE debit card and it was ALSO DECLINED. I had over {$900.00} in both accounts combined so it was not because I could not pay for the {$24.00} purchase. It was because CHASE had closed ALL three of my Debit cards WITHOUT my permission. I went home and attempted to call the CLAIMS department because Customer Service stated that I needed to speak to someone in the Claims Department. I was on hold for 2 hours and 26 minutes waiting for the CLAIMS department and they never came on. So today, XX/XX/XXXX, I did notice on my account that I was granted the Provisional Credit of {$140.00}. Therefore, I called the CHASE Customer Service Department again and they informed me that I needed to speak to someone in the CHASE Claims department to get the issue resolved about my debit cards being closed. I eventually got a Supervisor on the Phone and she informed me that not only were my three debit card accounts closed, but that my ENTIRE CHECKING account was going to be closed in 10 days. I asked her why and she stated that she did not have to give me a reason because in the Disclosures that were given to me in XXXX stated that CHASE can close my account whenever they wanted to and did not have to give me a reason. She also stated that she would be mailing me a check with the funds that are in my account in 10 days.

Company response to consumer: Closed with explanation