Consumer complaint received 2018-04-18
Company: JPMORGAN CHASE & CO.
State: OH
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:
I called Chase to obtain a XXXX XXXX XXXX Card. During the conversation, I expressly asked for the version of the card that has no up front annual fee, for which they charge {$450.00}. I already have an XXXX XXXX XXXX card in which I paid {$450.00} and did not want to shell out another {$450.00}. After ten days or so, I received the card and inquired my online statement. Chased posted a charge of {$450.00} for the wrong version of the card I did not want. They refused to pull the recording and said I needed a subpoena to get the recording released. I have argued, but they just shut me down, refuse to respond anymore and will not remove the charge. I'm truly frustrated, as this is not my doing. 

Below are messages : Date : XX/XX/XXXX XXXX From : Chase Card Services Subject : Re : Rewards Inquiry Message : Hello XXXX, It will be my pleasure to address your concern regarding your XXXX XXXX XXXX Card. 

In reviewing your account, I confirmed that the {$0.00} introductory annual fee offer is not included in your card application. Furthermore, the {$0.00} introductory annual fee offer doesn't include any new account bonus offers. 

Your XXXX XXXX XXXX Card has an annual fee of {$450.00} and it's non-refundable as long as your credit card account is open. An annual fee is a yearly maintenance fee that covers the costs of delivering services. 

The original offer you applied for will remain on your account. We reviewed your credit card account and confirmed that the original offer for your account is earn XXXX bonus miles after you spend {$3000.00} on purchases in the first 3 months your account is open Once you meet them, however, you're eligible for the bonus as long as : - You haven't received a new cardmember bonus on this account in the past 24 months. 
- Your account is open and not in default when we post the bonus. 

Your eligible purchases do not include balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. 

XXXX, I appreciate the opportunity to assist you. Thank you for choosing Chase. 

If you have any further questions, please reply using the Secure Message Center or contact us at the number below. 
Representatives are available to assist anytime. 

Thank you, XXXX Chase Email Servicing XXXX Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- XXXX I signed up for {$0.00} dollar first year annual fee, but am being charged an annual fee. Something is incorrect. I have attached a screen shot of the offer applied for. 
Please see attached. I would like this fee removed as it is not what I signed up for. Thanks for your assistance. 

Date : XX/XX/XXXX XXXX From : Chase Card Services Subject : Re : Rewards Inquiry Message : Hello XXXX, Thank you for contacting Chase in regards to your XXXX XXXX Credit Card. 

I understand your interest in the XXXX XXXX Card with the annual fee waived for the first year. I see your have a special offer which is earn XXXX bonus miles after you spend {$3000.00} on purchases in the first three months your account is open. Purchases do not include balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. 

I understand your requesting a phone call to be reviewed and to send you a copy of the call. The application was processed online, by reviewing a call we would not be able to change the offer that was submitted online. For phone calls to be released, we can release if we are provided with a subpoena. I understand this may not be the out come you anticipated, I apologize for any inconvenience this may have caused. 

If you need any other assistance, you can send us a secure message. We appreciate your business and thank you for choosing Chase. 

XXXX Email Servicing Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- XXXX Regarding your response for the last message and response regarding the {$450.00} annual fee. Your response is unacceptable. After reviewing my notes, I had a question about the XXXX card vs. the chase XXXX card and recall calling your phone operator to answer questions, following he asked if he could process the order for me in which I confirmed. If you pull your phone records for this order, it should be clear that I requested the XXXX XXXX Card with {$0.00} first year annual fee. I do not appreciate this difficulty for an error on your end. Possibly you should look at the order entered by the representative and determine if he receives greater incentives for the point version of the card vs. the no annual fee. I clearly stated I wanted the no annual fee club card. You should consider the Fee charged in Dispute and I will not pay this fee. Please produce and share with me the audit trail on this order. Please do so as soon as possible. 
If you are unwilling to rectify this situation, I will file a formal dispute and elevate the issue. Please due your due diligence and show me the actual data input its source and a copy of the telephone conversation. Thanks for your quick response. 

Date : XX/XX/XXXX XXXX To : Chase Card Services Subject : Fees/Interest Charges Message : DOMAININDICATOR : COL ATTACHMENTSIZEXXXX XXXX PCUSTSEG : CCI PRODTYPE XXXX CCS SMPODID XXXX XXXX CIPDOMAIN : XXXX PRODUCT XXXX SUB PRODUCT XXXX ACCOUNT NUMBER : XXXX PEC : Y FEE-FC TYPE : Annual Fee FEE AMOUNT : {$450.00} CHARGED DATE:XX/XX/XXXX This fee is in dispute. I ordered the card with no annual fee and your XXXX XXXX team is refusing to further review this matter. I ordered by phone clearly stating that I wanted a no annual fee XXXX card as I would be switching over from XXXX XXXX XXXX Card . Your team got it wrong and refuses to fix the issue. I stated I would file a complaint with the OCC, but they ignored this. I will not pay this fee, it is a mistake on your side not mine. Please note the dispute and escalate as needed. 

Date : XX/XX/XXXX XXXX To : Chase Card Services Subject : Re : We received your message Message : The response states that Chase will respond within 24 hours. It has been 6 days. I do not wish to file a complaint, so please work with me on this matter. 

-- -- -ORIGINAL MESSAGE -- -- - We received your message sent on XX/XX/XXXX. 

Here 's what will happen next : - We will respond to your message within 24 hours. 

- To protect your account, you'll need to sign in to chase.com or the Chase Mobile ( R ) app ( 1 ) to view our message. We will send you an email letting you know the message is available. 

We are here to help. If you have questions, call us anytime at the number on the back of your card. 

Thank you for choosing Chase. 

( 1 ) Chase Mobile is available for select mobile devices. 
Download the Chase Mobile app or visit chase.com to enroll. There's no charge from Chase, but message and data rates may apply. 

Chase no longer answers my inquiries

Company response to consumer: Closed with explanation