Consumer complaint received 2020-12-02
Company: JPMORGAN CHASE & CO.
State: ND
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
Last year around the first part of XXXX, XXXX I received a phone call from a representative with Chase. The offer was 0 % interest and a {$10000.00} balance. I clearly asked about the 0 % interest for how long and was told " life ''. With that offer I accepted and made off other cards only because of the 0 % interest. The confirmation # for the call or offer, which I can remember is # XXXX. I spoke to a XXXX XXXX, Superior Payments @ XXXX, who stated that there would be a fee of {$1900.00}, which basically was in place of any interest to be charged. During the initial call and another call to get the card activated I also spoke to a XXXX XXXX @ XXXX. 

This last spring I noticed we were being charged interest only because the automatic payment of {$90.00} that was set up at the beginning of the card issue was not enough for the minimum payment. The interest alone is running at $ XXXX  month. I believe it was in XXXX of XXXX I called because we could not afford the amount due. I paid the past due amount and then asked about the interest being charged. All she could tell me when it had started. I told her I had the info of who I talked to during the promotion, She stated to call back when I had the information in hand. 

On XX/XX/XXXX I made another call to get help to lower our payment, anything so we can make the monthly payments, Also to talk to someone that could help me with why we were being charged interest since then I had the info needed. After 3 attempts I was able to speak to an agent. The first one XXXX disconnected me, the second XXXX, # XXXX I accidently disconnected the call, then I spoke to an XXXX # XXXX. She said that they have to programs, one where the payment would be deferred for a month, the other program where the interest would be 0 %, with no fees, for a payment plan of 5 years, the acct would be closed. I choose the 2nd plan. She then asked me our income, and expenses. I was not at home during this call so many of the $ $ amts were off the top of my head. She also asked me what we could afford and I told her {$150.00}. She then put me on hold, came back and said we qualify for the 2nd one but our payments would be {$160.00}. I said that will be duable. She then had to put me on hold and get approval from her supervisor ( so not sure why she told me we were approved for the above info I just entered ). She came back said we were not approved because our income was lower than expenses. I told her one thing I had figured wrong was the monthly income. I told her i based it on 12 months at being paid 2 times a month, when really it is 26 times a year for each of us. So there I shorted our income by 4 pay checks. She seemed not to understand. I was also told I could not make any changes and could reapply after 30 days. So i then choose the Covid relief program to have a payment deferred. She said our account will be frozen till XXXX, and to call in XXXX and let them know for the following months. I then told her I wanted to talk to someone about the intiial promotion and how we were told 0 % interest for life She transferred me to a supervisor, the call never disconnected, but the supervisor never came on line. So I called back, talk to a XXXX # XXXX had to explain everything again, she said they have a new phone system and were having issues. She transferred me to her supervisor and stayed on the line to make sure the call went through. After I explained every thing to him, XXXX # XXXX he told me I would have to call collections regarding my concern with the promotion. On XX/XX/XXXX I called the main line, received the automation and finally got a human in customer service. I told them I needed to speak to someone in collections, she then transfered me and the call was disconnected. I feel I have tried my best to get this resolved and they clearly have shown they don't care. I have spoken to multiple individuals, explaining multiple times and no one seems to be able to help. 

I would have never accepted this offer if I would have been told interest would start after a certain time. I would have not benefited me at all, having to pay the {$1900.00} fee and then pay interest 12 months later. I would have been better off, paying on my cards as I was.

Company response to consumer: Closed with explanation