Consumer complaint received 2023-12-05
Company: JPMORGAN CHASE & CO.
State: TX
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
On XX/XX/XXXX I tried making a transaction to book a hotel. My chase freedom unlimited card declined. I tried logging into my mobile app but could not. I then contacted chase at their customer service credit card line and when I did the automated system notified me that my account was 70 days past due. I was under the impression that my account was on autopay. I asked the rep on the phone if this had been reported to on my credit report and she stated that she could not answer such a question. She seemed only concerned with the delinquent account and collecting pmt. I found her collection practices very unprofessional as she avoided answering several of my questions. After expressing my concern to the damage on my credit I asked again if this past due balance had been reported against my credit. I had let her know that, I was not paying anything until I understood what happened. She then proceeded to tell me chase reports every XXXX, XXXX, and 90 days. I confronted her why she did not just tell me that when I first asked her. I then asked her to transfer me to a supervisor. I did not want to talk to anyone that was intentionally not telling me the truth. I was then transferred supervisor XXXX ID # XXXX. She was much more helpful. She gave me the balance on my account. {$2700.00}. I expressed to her how horrified I was that my account was so far past due as I do try and take care of my credit. I told her what happened with the other XXXX She understood my concern. I asked her for number to the credit bureau and their credit bureau XXXX. She gave the following numbers XXXX and XXXX. I expressed how I could not believe I was not notified. She did advise that they send a paper statement to my house. I let her know at that time that I usually have autopay on my account. I receive paper statements but since autopay is active I had not checked them. She tried contacting their credit department while placing me a hold. She then came back and advised that she could not get ahold of them. She advised that they were not operating at the time that I was calling but that I could reach out to them tomorrow at my earliest convenience. I was not satisfied with this since I felt chase had tarnished my credit reputation due negligence and that their customer service reps only cared about their collections and were dishonest when I initially asked them about my credit concerns. I went ahead and again provided my bank account info and made a full balance payment paying off my credit card in full. Before I had made my payment XXXX had advised that she could assist in removing any late fees that had been accrued totaling {$120.00}. I wanted more info into my account but XXXX could not provide this as she advised she does not have access to any autopay information into my account nor could she set me up on auto pay. She advised that this had to be initiated through the mobile app by the card holder.I did not have access to my account through the mobile app which was my whole reason for calling because I needed to speak to someone but I was transferred to their collections dept first instead of customer service. I was not able to confirm if XXXX had indeed waived the late fees before I made my payment. I was then transferred to a customer service rep that could answer my questions. The next customer service rep I talked to was named XXXX XXXX. She advised my last pmt date on autopay was XX/XX/XXXX {$96.00}. She advised that the pmt was initiated through my mobile app in the month of XX/XX/XXXX. She also advised that my last pmt was made {$190.00}. I was not at all happy at this point. I told her i would like to close my account and she offered fo transfer me to someone who could help.. I was redirected and told the wait was XXXX mins on the automated line. It was longer than that. A rep named XXXX answered I asked him for his Identifier number like XXXX had provided but he informed me that they only provide first names. He re-verified the info that faith had shared regarding last pmt date on autopay and last pmt date made on account. I tried to have him verify the info on my account like my address but he refused. He said he could only confirm that information for me but not provide it even though he had verified my identity through the last XXXX of my ssn. The reason i wanted to know address and telephone number on file was becausw I was pretty certain I had already updated my information including my telephone number but when I tried logging into chase it kept trying to verify using my old XXXX. My new number is XXXX. I had had that number since before XX/XX/XXXX. I asked XXXX to tell me if the late fees had been waived before XXXX mad emy final pmt. He stated he did not have anything to do with that after informing him that I had already paid off my account. XXXX got really defensive with me and when he did I asked him close my account. I did inform him that I would file a complaint the fcpb. Also, at XXXX point I was enrolled in text message notifications on this account. I could not confirm with chase reps whether they had my correct phone number. They only stated that my home number was the XXXX number. I feel that I did my due diligence and provided chase with all of my info including name and address as well as my phone number. I remember going on the app and updating this information. I would also like to say that I had setup autopay on account the last time I made a payment but chase could not provide an answer for me if this was true and could not tell me the reason why autopay was not active for my account. I feel chase could have explained why and addressed my concerns at the time of my phone call. I felt that they avoided answering my questions from the beginning and refused to accept any type of responsibility but only answered my questions to minimize liability on their end. I would like for them to be investigated so that no other consumer has to deal with these kinds of practices again. This is my formal complaint with chase Bank.

Company response to consumer: Closed with non-monetary relief