Consumer complaint received 2023-08-02
Company: JPMORGAN CHASE & CO.
State: NH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Dear Consumer Financial Protection Bureau, I am writing to bring to your attention the significant challenges I have faced while attempting to make payments to Chase Bank. The payment process has been unnecessarily complicated, making it difficult for me to fulfill my obligations. Furthermore, I have encountered multiple issues and frustrations in my efforts to pursue and maintain enrollment in a XXXX XXXX XXXX XXXX XXXX  ) with Chase Bank. Their handling of the payment process not only affects my ability to meet my obligations but also puts my enrollment in the XXXX  at risk, as I have experienced ongoing difficulties with the enrollment process since the beginning. My interactions with their customer service representatives have been disheartening, and I believe it is essential to file a complaint in the hopes of finding a more satisfactory resolution. 

Issues with Enrollment in XXXX Firstly, when I initially contacted Chase to inquire about the balance liquidation plan, I encountered a representative with very broken XXXX, making communication extremely difficult. This individual failed to provide me with essential information regarding the stipulations and mechanics of the XXXX leaving me uninformed about the process. 

Following this conversation, I received correspondence from Chase stating that my account required urgent attention and that I had not completed the setup for the XXXX even though I was assured by the previous representative that everything was taken care of. When I called Chase support again to resolve the issue, I encountered further problems with autopay setup, leading to another letter about incomplete XXXX enrollment. It was not until I made a third attempt to enroll in this program that I had any success. 

Unauthorized Transaction leading to disenrollment of BLP Recently, I faced an unauthorized ACH transaction from my XXXX Checking account to Chase, which Chase was responsible for and unable to rectify. As a result, I filed a transaction dispute with XXXX in order to document this occurrence and resolve the issue. XXXX ruled in my favor, returning the funds ; however, as a result, Chase suspended my payment account method for the XXXX 

Chase 's Additional Demands When seeking assistance from the Chase XXXX support line, I was transferred to multiple departments without clear information about who I was speaking to. Additionally, contradictory instructions were given, and some representatives even claimed they could not find my checking account information, despite having used it for previous transactions. 

During an extensive phone call with Chase support, I was told that a mail piece needed to be sent to me, which I then had to take to my bank and sign, before faxing it back to Chase to unsuspend my account. In addition to this form, Chase bank required a voided check and a letter on Letterhead from XXXX ( my bank ) affirming that my account number and routing number are correct and that I was authorized to make transactions. When, in fact, Chase bank has full knowledge that both of these are true without needing any form of affirmation from my bank. This convoluted process seemed unnecessary and burdensome, causing further distress. 

Assistance at Chase Branch Furthermore, when visiting a Chase branch in person seeking alternative methods for payment account reinstatement for the XXXX I encountered unhelpful responses from the representatives, and even a rude and uncooperative Account Supervisor named XXXX. However, I would like to take a moment to thank the XXXX XXXX, XXXX, for her help and support with this matter. 

Overall Customer Service Experience Throughout this ordeal, I felt Chase 's customer service lacked consistency, transparency, and efficiency. Their inability to address the issues with my XXXX enrollment and the unauthorized ACH transactions has left me frustrated and disappointed. Moreover, the lack of clear communication and accountability among representatives made the process more confusing and time-consuming. 

Financial Implications At this point in time, I am unable to make payments towards the XXXX, and Chase is sending correspondence stating that my account is at risk of falling further into delinquency. The account may be assessed additional fees and interest, and there is a possibility of it being charged off. I am unable to pay towards the BLP because Chase has suspended my payment account. The only reason Chase suspended my payment account was because of the filing of the transaction dispute, which ruled in my favor. I filed the transaction dispute because Chase initiated an unauthorized transaction. As a result, I am unable to pay my XXXX facing the risk of disenrollment, loss of the interest rate, increased fees and interest assessed to my account, and reported delinquencyall because of Chase 's mistake. 

Request for Resolution I urgently request your prompt attention to this matter, as it has caused significant financial strain and inconvenience. Given the difficulties I faced with making payments to Chase Bank, as highlighted in the opening paragraph, I am concerned about the potential impact on my enrollment in the balance liquidation plan ( XXXX ). The outlined series of events and interactions with Chase, along with the provided payment confirmations, serve as evidence of the ongoing challenges I encountered throughout this process. I firmly believe that Chase Bank 's handling of my account, their lack of clear communication, and the repeated errors require immediate action for reinstating my account or providing a more appropriate resolution. Your assistance in resolving this matter swiftly would be greatly appreciated. Thank you for your time and consideration. 

Sincerely, XXXX XXXX XXXX XXXX. Attached is a copy of this letter AND the detailing of the events. Please review.

Company response to consumer: Closed with explanation