Consumer complaint received 2023-11-01
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
I took advantage of an " My Chase Plan '' promotion, an interest free payment plan XXXX % interest offer for a {$6100.00} purchase I made on XX/XX/2023. 

On XX/XX/XXXX, I made a XXXX payment from XXXX, but when I got home, I realized I had been given the wrong item. I returned the item and exchanged it for the correct item on XX/XX/XXXX, which XXXX processed as a {$2100.00} merchant refund and a {$2700.00} new charge. 

Chase applied this merchant refund as a payment against my promotional interest-free balance, which meant I immediately owed interest on that amount. 

I called on XX/XX/2023 and spoke to an agent who identified herself as XXXX in XXXX. I explained the situation and she said while Chase 's system could not differentiate a merchant credit and a consumer payment, she understood that the merchant credit should not have been applied to the My Chase Plan promotional balance. She consulted with her manager and told me she had a way to fix things. I have a contemporaneous note from this call that she " advised me to pay {$3200.00}, '' below the balance then due, and that she would sort things out and I would receive a letter confirming the change. ( I recall that she told me on that call that even if the approach she had in mind failed, her supervisor had agreed to circle back and fix things in a different way. ) I did not receive the promised letter and no changes were made to prevent the interest from being charged. I called back on XX/XX/XXXX and spoke with another supervisor, who saw XXXXXXXX XXXX notes, and told me that she had made the request and that he understood why the department that received it might have misunderstood what XXXX was asking but that he would clarify with them and get this resolved in the way she promised. He told me I would get a call to confirm within a few days. 

I did not receive the call. I called back on XX/XX/XXXX and spoke with a supervisor named XXXX in XXXX. She told me they would not be able to make the changes to my account that the two previous reps had promised. She said the full balance was due immediately on the amount of the XXXX refund, or I would continue to incur monthly interest on that amount. She did remove further interest charges that had already been incurred, since they were clearly incurred because Chase representatives had instructed me to pay specific amounts. I pointed out that even if I paid the amount she now said I owed before the next statement, I would have one more interest charge posted against that balance. She told me that if I paid the full interest-bearing balance, I could call back to have the interest removed from my statement once it posted. She told me she would note this on my account. 

Per that conversation, I paid the full ( disputed ) interest-accumulating balance by my due date, and called back on XX/XX/XXXX to request that the final interest charge of {$47.00} on XX/XX/XXXX be refunded. I spoke with a representative named XXXX in XXXX, who apologetically said that she was not able to refund that charge, and that there was no one at Chase who would be able to do so.

Company response to consumer: Closed with monetary relief