Consumer complaint received 2022-11-21
Company: JPMORGAN CHASE & CO.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XXXX of 2022, I contacted Chase Freedom to report issues with receiving statements. As you know we are in a pandemic and mail has been known to be delayed due to staffing etc. I learned this to be true in my case especially as the new normal. I have not used my Chase card in over a year due to a restriction in place by Chase and it was never lifted after making payment in the past time. I spoke with a supervisor who retracted late fees on my account from $ XXXX {$300.00} down to {$75.00} of what I truly did owe on the account. I asked her if I should pay ASAP or wait for the statement. She advised me to wait for the statement. I inquired when I should receive it and she explained about the Billing cycle and adjustments need to reflect on the next statement. I felt confident that as what we spoke, I would have it in tangible form to be able to make my final payment. I also requested to close my account because I have not used the card in over a year and I did not want any more fees imposed on my account. Time passes and I have not received a statement of the new adjustments. I then wait some more time to pass and finally receive a two statements in the mail. I received one statement in the amount of {$130.00} for an XXXX bill and current statement ( XXXX ) for {$190.00}. I contacted multiple chase representatives and a total of 4 supervisors to dispute the charges on my account as well as to Inquire where missing statements are. At this moment I believe I am missing one or two statements. The statements that I do have do not reflect a new balance of {$75.00} adjustment with imposed fees of the billing cycle of XXXX month but instead I received the latter bills. I spoke with supervisor XXXXXXXX XXXX XXXXXXXX who said she could not help me, and told me that I could have gone online to retrieve my information. I told her I could not, I do not have a PC. Then she claimed that I own a smart phone and that I could pull the account information on there, and that it is my issue if I did not do this. I told her that I signed up for mailed statements as it is the most reliable. I explained to her that she had crossed a professional barrier and I requested to speak to someone else. She told me she would have her manager contact me. Unsatisfied with her lack of help, I called Chase again and and spoke with another supervisor. This supervisor is XXXX XXXX XXXX. I questioned XXXX  as to how many statements am I missing and why I have not received the one with the adjustment of {$75.00}. She said she did not see any post delivery failure. She also told me that there is no statement for {$75.00} but about {$90.00} or so with news fees which I have no way to know because I do not have a copy. I explained to her after her unwillingness to help that I needed to speak to someone above her and she told me that a manager will call me back to discuss the account. XXXX at times, would respond in a sarcastic tone. Especially when I mentioned that their practices are deceitful and unfair, their denial as to where my statements are and why I am receiving late term statements. I explained to XXXX that all I want to do is make a payment at that moment of the amount agreed upon of {$75.00} to which see said I could but I will still have late fees. I told her I will not pay what I did not use and for not receiving A. Timely statements and B. the latter statements missing the adjusted and recalculated Statements from the XXXX phone call. On Thursday I receive a call from XXXXXXXX XXXX XXXXXXXX. She tells me that there was a ticket for a return call and that she is a collections department for Chase and not the manager whom I requested to speak to. I asked XXXX for her badge ID to have a third party follow up with the deceptive practices chase has incurred on my account. Every contact I make with Chase never results in a resolution but either I am hung up on, or passed between other Chase employees. Chase does not look to resolve the account as I have told them clearly I would pay the sum agreed upon in XXXX. I told Chase their failure to mail me a statement that would reflect the adjustment but they verbally insisted that It is my fault. I requested each representative to record the convo as well as the convo that took place in XXXX for my protection. I contacted Chase multiple times.

Company response to consumer: Closed with monetary relief