Consumer complaint received 2020-07-31
Company: JPMORGAN CHASE & CO.
State: CA
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:
My issue began during the Covid-19 pandemic. I called several times to seek assistance only to hear messages that their call center is closed for the safety of their employees and to try calling back in the future. This continued till aprox XX/XX/2020, where I was instructed to call back in XXXX, and that they should have some sort of remedy worked out. I called XXXX and was told I would receive covid assistance of 3 billing cycles of having a differed bill. I took it at face value and put the matter aside and focused on other financial issues due to me not working. Later, I get notified that I'm passed due and my account was closed. I believe this was communicated via letter. 

Approximately the first week of XXXX, i spoke to a rep & supervisor who told me they see the notes, but no covid relief was actually applied to the account. I was very upset and told them, if they didn't make it right, I would pursue other remedies to resolve this matter. While they seem to be investigating the matter, they said they put me on an actual covid relief of 3 billing cycles of differed payment, but informed me my account would remain closed, and there was nothing they could do about it. Later in the mail i get a letter stating they could not find the recorded calls that we're reflected in all the notes, and the account would remain closed. 

I let the matter go, and initially gave up on further action, hoping it would work itself out, until today ( XX/XX/2020 ) - I called customer service yet again, and spoke to a nice young lady, who said she saw all the notes, and everything she saw matched the verbal timeline of events i have stated above. After speaking briefly our phone call got disconnected. So I called back, for the, " last time ''. I spoke to a gentlemen who was also nice, and I told the story again start to finish, and he also concurred that everything i stated matched the notes on the file. He said he wanted to help, and believed this matter wasn't handled properly. I told him, my asks were simple. First, I wanted my account to be re-opened. 2nd, I wanted all fees and past due status removed from my account. Third, I wanted any negative reporting to any credit bureaus to be restored to my good rating prior to these events. Lastly, I wanted to resume paying my account as agreed in XX/XX/2020. He stated, he felt that was reasonable and would call his support line for help. He came back after a lengthy hold, and said he did his best to help, but they said their original decision stands. He apologized and was just as perplexed as I on how they came to that conclusion. He said he would try a different department, and put me on hold. We were immediately disconnected ( which happened frequently when dealing with this call center ). I did admonish the gentlemen, if i were to be hung up on again, or this matter would not be resolved, that I would be filing a complaint with the agencies who would have the means help make this right, and potentially result in negative action to his company. He understood.

Company response to consumer: Closed with explanation