Consumer complaint received 2022-08-05
Company: JPMORGAN CHASE & CO.
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have a Chase Sapphire Signature Card. Chase offering a program called My Chase Plan. This program allows you to create a payment plan on a purchase for a specified duration of time at a minimal fee. This allows to breakout bigger purchases on a fixed payment amount for a minimal fee with no interest. The only written restriction that is advertised that the purchase must be greater than XXXX There is no pre qualification, other than the account must be in good standing. This is not an extension of credit it is a method to setup an installment plan on purchases with a small fee. ( This fee is less than i would pay on interest charges should i carry a balance over the billing period ) From all indicators on my chase account, visible through their website this credit card qualified. It literally says this card is included in the program. I made a purchase of XXXX along with several other purchases over XXXX with the intent to use this program. Per the terms of the website, once the transaction posted i could utilize this service. This has not happened. 

I called Chase Sapphire Card Services on XX/XX/XXXX. The agent indicated that the card qualified and could no reason why i was unable to setup a plan on the website. She thought the issue was on their end and transferred me to website support, this agent confirmed there was an issue and needed to escalate the matter and someone would get back to me, they provided me with a ticket number. 

On XX/XX/XXXX i called Chase Sapphire Customer Service, the agent could find no information regarding my previous complaint and transferred me to the Supervisor Queue. After waiting for approximately 45 minutes, the supervisor reviewed my case. He confirmed that the card was eligible and there was no indication that the card would be disqualified from the program. He confirmed that he could not see any record of my conversation with websupport, nor could he find a valid ticket. The agent offered to open a second escalation ticket and sent would refer the matter to the Research Team. 

The next day ( XX/XX/XXXX ) received a voice mail attempting to reach me. I returned the call but left a voicemail. 

XX/XX/XXXX morning I received a second voice, i retuned the call within the hour and again left a voice mail asking for call back. Later that day i received an email via Chase Secure Message Portal from the research team stating they were unable to reach me. I replied to the email and asked for call back. I have called and send several follow up emails through their secure message portal. 

As of today ( XX/XX/XXXX ), have not spoken to this rep. I did receive a letter dated for XX/XX/XXXX from the research team stating that the supervisor misinformed me and that my account was not eligible for this program. 

All information on my account indicates that my account is in-fact eligible and I am still able to access the My Chase Plans tools on my account. I can even estimate a payment on a future purchase. 

I spoke with a second customer service today who now has indicated that not all purchases are eligible even if they are over XXXX. He could not elaborate which type of purchases would not be eligible, and that the decision was made within a back-end program. 

I am now left with a large credit card bill. I feel like I have been deceived by Chase and would not have made these purchases. I have recived consistent messages from their management team. Im at a loss of what to do next. This feels like a clear cut violation of UDDAP.

Company response to consumer: Closed with explanation