Consumer complaint received 2018-08-23
Company: JPMORGAN CHASE & CO.
State: MD
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:
Yesterday, my XXXX XXXX VISA credit card ( # XXXX XXXX XXXX XXXX ) from JP Morgan Chase was stolen. I reported this to Chase today and  requested a new card. This account was opened for the very first time only recently. In the course of reporting the theft and requesting a replacement card, I discovered several problems with its accounting. A list of problems with it follow. 

( 1 ) Charges for this card show up under my online banking account. However, charges from XXXX post to the account faster than credits from it do. This was apparent when I asked about a credit for {$54.00} that XXXX told me it posted to the account yesterday, but which was not showing up on the cards activity today through Chases online banking website. This is unfair and disadvantages consumers. I asked that this be changed when I spoke to the Chase agent about the card. She replied in a manner that indicated it would not be changed so that charges and credits were processed with equitable speed. 

( 2 ) Another problem with this card that disadvantages consumers is that charges only from XXXX show up on the statement, with no information about what any specific charge is for. This makes it difficult to impossible to know if any particular charge is legitimate since XXXX charges for each item when it mails it, not for an entire order. Therefore, it is too difficult to impossible to match up charges for an entire order of two or more items to charges as they appear on the credit card. ( Nor should XXXX and Chase credit cards be allowed to post charges to my account for items before they are received, much less if they are never received, yet this occurs as well. ) I also asked that this be changed. The Chase representative said I would need to talk to XXXX about this and XXXX blamed Chase. Neither XXXX nor Chase should be allowed to play this game of mutual blame without accountability from either for the lack of information provided for each charge. Customers should not be required to call both companies to try to find out what each charge was for, only to find that each of them blames the other and claims to have no control or authority for the fact that customers are unfairly treated. 

( 3 ) As I spoke to the first Chase representative, the call was disconnected. I called back and got someone who claimed to be unable to get the account number I was required to punch into the phone for the account. The same person confirmed that the previous representative had closed the account and requested that a replacement card be sent. The first representative had told me that the card would arrive within 1 to 2 business days, without charge, yet the second representative claimed that additional verification would be needed to accomplish this. Next she proposed that she would send me a text message to my cell phone, the very one I spoke to her on. I told her I could not retrieve her code because I was talking to her on the same phone. Then she wanted me to speak to another party for the additional verification that she demanded. I then told her that the first representative had already told me that receipt of the replacement card would be expedited, that I would receive the card within 1 to 2 business days, but she still insisted that I talk to someone else about this. So Chase engaged in telling me false and misleading information about when and how the replacement card would arrive. It engages in wasteful and contradictory activity that also disadvantages customers who have this credit card.

( 4 ) Finally, I discovered when I set up bill payment arrangements for this card from my JP Morgan checking account that I will probably be charged a late fee on this card because the credit card division of Chase does not process payments the same day as is advertised in the bill payment section of my checking account. This is an ongoing problem that seems related to poor interfaces between JP Morgan bank and Chases credit card division for this card. Again, I should not be blamed for JP Morgans and Chase credit cards processing failures, much like the reported excuse about why charges are processed faster than credits are on this account. ( See # 1 )

Company response to consumer: Closed with explanation