Consumer complaint received 2023-05-16
Company: JPMORGAN CHASE & CO.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I had a Chase United Explorer Card which we did not use. The card was set for XXXX-pay from a personaXXXX checking account. We had fraud on the checking account in XXXX XXXXXXXX and had to close the account and open a new account. I was charged an annual fee for the card I believe in XX/XX/XXXX. The Chase card was set for auto-pay from that account sometime in early XXXX. The auto-pay did not work. I got a notice from chase by lette XXXX XX/XX/XXXX that the card was past due. I first tried ot login into my Chase online account but was denied. I have not used that login in several years so I assumed it was simply no longer valid. I also searched for the card but can not find it so I have no physical card. I then tried to call Chase to resolve it, I believe on XX/XX/XXXX. I asked to close the account and have the annual fee waived because we do not use the card. I was told I would be transferred to someone who could help with that request. Instead fo being transferred I was cutoff. I then got a notice a couple weeks later that the accout had been reported as delinquent to the credit bureaus. i called again to get this resolved. I was told not to pay the card and that I would be transferred ot someone who would help me close the account and correct the delinquent accout report. That person also told me the card was on auto-pay from my checking  account, which I thne understood why it had not been paid. I believe this call was on XX/XX/XXXX. I was told I would be transferred to the department who could help me. I was again cutoff in the transfer process. After that I paid the card balance and chaled it up to a lesson learned about Chase Bank, but this was reported negatively on my credit score so I have continued to try to get that fixed. So I then called Chase again on XX/XX/XXXX. The first person I talked to reviewed my account history and he told me he saw that I had tried to call two time before and he assured me this would be the last all I would need to make that they would get this fixed. He transferred me to another customer service department and stayed on the line for the transfer. The lady I spoke to in that department then told me she could not do anything that I needed to speak with the credit score department. She transferred me there. I was then told by them that they could not do anything unless I actually called and was told the card would be closed ( which was the case - or at least I was told I was being transferred to someone who would close the card for me ) by the customer service person. But she said she couldn't find a record of my prior calls. she said certain departments keep separate records fo calls that she can not see. So she offered to call the collections department to see if they had a record. I told her to do so. After a few minutes she got back on the phone and told me they did not have a record of any call. She also told me the first person I talked to could not have possibly seen my call records on the account. It frankly sounded bizarre and like I was just being transferred around from XXXX department to the next being told the next call would fix my problem and then as a final straw being told I had just smply not made the prior calls so there was nothing they would do. This has impacted my otherwise very strong credit score and seems like a ridiculous string of events. This is a card we do not use and the only charge on the account was Chase 's own annual fee. Chase has not closed the account on their own, but still sent me an email with the attached card statement as of XX/XX/XXXX. I do not have the full account number and can not login online. I think it ridiculous they can give me this runaround over their own annual fee.

Company response to consumer: Closed with explanation