Consumer complaint received 2018-06-04
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
While reaching out to JP Morgan Chase regarding fraudulent activity on my account, caused by a XXXX glitch, the physical credit card was cancelled with the intention of sending me a new card. I have been a happy customer of Chase for over 10 years prior to this situation. 

On XX/XX/2018 at approximately XXXX EST, before a new card was received, I was called by the JP Morgan Chase Collections department to discuss a 'Hardship ' arrangement to pay off the outstanding balance on the account. I spoke with the representative regarding the program and its benefits/pitfalls. During her disclosures I specifically asked, " Will this program 'Suspend ' my account ( meaning I would be able to use the account once it was in good standings ) or 'Close ' my account ( meaning I would have to re-apply for a credit card once my credit score was acceptable ). '' The representative quoted 'Suspend ' and in doing so I agreed to the terms of the 'Hardship ' arrangement.

In an attempt to purchase my first home I went to get pre-approved for a mortgage loan only to find out my credit score was so low that I couldn't be approved even with a co-signer. I requested more information and was told that my credit score no longer showed a 'JP Morgan Chase Credit Card XXXX ' With the hopes of getting more information, I reached out to Chase directly.

Initially Chase could not pull up my account because the card number I was using for verification had been cancelled and they had no record of the account ( Chase updated my account to show a card number I had yet to receive ). Once I verified my identity I was informed that : 1 ) It is company policy to 'Close ' the account when a customer enters into a 'Hardship ' arrangement EVEN IF a representative falsely claimed the account would be 'Suspended ' 2 ) There was no recourse to my account getting closed without my informed consent.

3 ) Chase does not provide copies of audio recordings or transcripts, they are for 'quality assurance purposes only ' and are 'Chase property, ' despite the fact that customers have to agree to be recorded to begin with.

4 ) Chase does not mail out contract agreement information, documents regarding the 'Hardship ' arrangement, or 'Right of first refusal ' forms.

In the last two weeks I have been repeatedly turned down when requesting an audio recording or text transcript of the conversation where I was offered the 'Hardship ' arrangement. 

Due to a lack of recourse I requested the 'Legal ' department or an address/name of someone I could send a formal request to. I ended up going through several departments with very little success until another Chase supervising rep ( ID : XXXX ) gave me the 'National Subpoena Processing ' address to request the audio recording. 

Important Information : Date of Offer : XX/XX/2018 Time of offer : Approx. XXXX EST Rep. ID # : XXXX National Subpoena Processing Mail Stop : XXXX XXXX XXXX XXXX XXXX . 
XXXX IN, XXXX

Company response to consumer: Closed with explanation