Consumer complaint received 2022-05-19
Company: JPMORGAN CHASE & CO.
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
Chases credit card incompetence is an unfair, deceptive, abusive burden to its customers. It retains and stores voice recognition recordings against my wishes for its own purposes, while violating my privacy and increasing my risk of identity theft and being the target of cyber crime through it. 

It has repeatedly blocked my recent use of my XXXX XXXX XXXX card because a ship-to and bill-to address are different, with unfair, deceptive, abusive, and generally unreasonable explanations for denying use of the card. It widely advertises the card to be a general purpose credit card, yet repeatedly, unreasonably and habitually, had blocked me from using it. 

Recently, I tried to order a refrigerator and other items from different retailers, and have them delivered to a site for an apple orchard in rural, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ). I have been trying to purchase a refrigerator for over a year, have had to contend with rampant fraud on the part of retailers who sell major appliances through their websites, take full payment for them, advertise highly deceptive delivery dates to make the sale, but in truth demand interest free loans in the form of full payments for merchandise that they dont have, do not know when they will have, and keep pushing delivery dates for fully-paid merchandise further and further away by months. No one is doing anything effective about this wide-spread rip off of consumers by major retailers such as XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX  XXXX XXXX and others. 

In the multi-year context of covid-created, widespread retail and consumer finance fraud, Chase takes the outrageous position that a large, nearly 28 sq. ft. capacity, refrigerator must be delivered to a tiny locked XXXX XXXX at a small, nearly one-room post office XXXX XXXX XXXX XXXX XXXXXXXX ) which is the secured billing address for my card. As the sole alternative, it demands that its bills go to an unsecured location, an unlockable mail receptacle for an apple orchard at the side of a major highway, a mailbox at the side of the road in a rural area that may be run over or hit by trucks frequently, XXXX XXXX XXXX XXXX XXXX with nothing better to do, disrupted by XXXX XXXX XXXX  looking for financial information they can run a scam with, or even torn apart by the occasional black bear that wanders through and damaged our orchard trees and destroyed our apiary a few years ago. The habitual denial of advertised services for the card because its billing address differs from the necessary delivery address for merchandise, is absurd and abusive on its face, but also discriminates against people in rural areas with legitimate security concerns that should not be forced to enable or coddle either the self-serving cunning, or the hapless stupidity of Chases credit card divisions, that routinely operate in an unfair, deceptive and abusive manner without consequence. 

None of this begins to even touch on the poor operational payment software Chase has developed in its online banking portal which requires at least two different payment systems that dont communicate with one another for its XXXX XXXX card and XXXX XXXX XXXX cards, as just one example. Its operational dysfunction and poor payment programming dupe its customers, overly burden them and shift operational expenses to its customers by requiring them to troubleshoot its dysfunctional operations while it continues to escape the clear costs of reasonable working operations. 

Given that these problems are habitual and wanton, the CFPB, in addition to other remedies, should effectively restrict the number of credit cards Chase is allowed to issue and have at any one time. It should, on a pre-scheduled time table, steadily reduce Chases number of credit card customers, cap it at a certain percentage of the entire market, in perpetuity, but keep reducing it until and unless Chase can get its act together without shifting operational expenses onto its customers. Market share among competing credit card issuers should be awarded in purportion to each issuer 's success at lawfully managing the accounts it has. When an issuer screws up, its market share should be quickly and reliably reduced ; when it is relatively complaint free, its market share should be allowed to expand. An unassigned market share could be held as a potential reward for reasonable, compliant behavior and a certain percentage from reductions in shares should cycle into and out of assignment, as different issuers fail to comply and then comply in good faith to regulatory standards and reasonable use standards. The CFPB also should, in perpetuity, force Chase to continue to pay its customers with double and more rewards points and other credits on its cards as described below. 

Chase should pay me in double rewards points for each and every charge it rejected because the billing and delivery addresses on merchandise I tried to and will try to buy but am not allowed to for these ridiculous reasons, differ. This should deter arbitrary denials of use of the card from being a means to avoid granting reward points for purchases according to advertised programs. When I use reward points to purchase discounted gift cards, it should also make up for those discounts at double the discount rate. During the pandemic and given prolonged supply problems, I need various tools, construction elements and miscellaneous other items and increasing my ability to purchase them through Chases widely advertised credit card rewards program should be part of its sanction. As long as Chase continues to deny me usage of cards Ive been issued, for unjustified reasons, these remedies, in addition to others, should be applied and escalated and exponentially increased in the face of no or lagging corrections by Chase. 

Finally, it is long past due the time when Chase should have integrated its payment systems, such that I can pay any and all of my Chase credit cards through its long-standing bill payment system if I chose to do so. The failure of Chase to integrate its payment systems, combined with it not allowing me to pay XXXX XXXX XXXX XXXX Chase XXXX through the same means as the other two, is another absurd and deceptive ruse that is wholley for Chases benefit at the expense of mine, and more than once I have wound up overpaying or missing paying the odd-man-out card ( the XXXX XXXX card ), with adverse impacts on my credit reports. Chase should be made to correct the adverse credit reporting accordingly. 

Given that I have reported this problem to Chase and the CFPB in the past and that the problem has not been corrected, it is fair to characterize this abuse to customers as flagrant, habitual and willful.

Company response to consumer: Closed with explanation