Consumer complaint received 2019-08-21
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Let me add number to the sequence of activities made on my account: 1. I signed up on XX/XX/XXXX for a debt relief program-XXXX XXXX XXXX. They told  me that if I just stopped paying on my credit cards then they would use the monthly fee I would pay them and then down the road commit to a settlement offer with the banks.2. My last payment for both the credit cards was on XX/XX/XXXX (to pay for XX/XX/XXXX XX/XX/XXXXpayment).3. Due to the debt relief program, I left both the credit card accounts for the remainder of XX/XX/XXXX and did not pay for the beginning of XX/XX/XXXX payment.4. XX/XX/XXXX I was contacted by Chase customer support for the credit card department for both credit cards ending in XXXX and XXXX. I spoke with a representative and I explained why my credit card payments were late(because I signed up for the debt relief program   and stopped paying for XX/XX/XXXX). They then suggested that I close both my credit card accounts and set up a balance liquidation account for each card. I agreed to plan as it was going to lower my monthly rate and interest rate. Card ending in XXXX was going to automatically deduct $XXXX from my chase checking --- on XX/XX/XXXX. Card ending in XXXX    was going to automatically deduct $XXXX from my chase checking --- on XX/XX/XXXX. I  set up the payment plan with the support associate and waited for a follow up email confirming the transactions that will be automatically deducted.5. XX/XX/XXXX I received both the emails for the credit cards ending in XXXX and XXXX (date sent XX/XX/19 date received/dated by support associate XX/XX/19) confirming the new balances and the payment plan in which I would be set up for the next 5 years. 6. XX/XX/2019 I called Chase credit card customer support services and wanted to defer my payments for XX/XX/XXXX as I was let go from my last job and started a new job however will not be paid enough for XX/XX/XXXX payments for both the credit cards (mentioned above). While I spoke with the representative (XX/XX/XXXX) she told me that I have had a late credit card payment since XX/XX/2019. I know that I had a late credit card payment for XX/XX/XXXX ( due to the debt relief program). I explained to her that I called and set up a credit card payment program to pay $XX/XX/XXXXfor credit card ending XXXX  and the $XX/XX/XXXX for credit card ending in XX/XX/XXXX(first month- $XX/XX/XXXX going forward). I told her that all the payments have been automatic since XX/XX/XXXX when we set up the payment plan. She just kept saying over and over that I had a late payment in XX/XX/XXXX and it just used that late payment fromXX/XX/XXXX to XX/XX/XXXX considering it late and lowering MY CREDIT SCORE. 7. I investigated my transactions and downloaded all of the XXXX reports (attached for review). Upon checking ALL the transactions I have made, even going back to XX/XX/XXXX of  this year, PER THE EMAIL SENT ON XX/XX/XXXX (DATE STAMPED XX/XX/XXXX) I  found that the AUTOMATIC PAYMENT FOR XX/XX/XXXX, WAS NOT MADE FOR CREDIT CARD ENDING IN XXXX FOR THE AMOUNT OF $XXXX. I found that the AUTOMATIC PAYMENT FOR XX/XX/XXXX WAS SUCCESSFULLY MADE FOR CREDIT CARD ENDING IN XXXX   FOR THE AMOUNT OF $XXXX. 8. Per the “Screenshots of proven auto deduct payments” XXXX  worksheet. I had MORE THAN ENOUGH money to cover both the payments for both credit cards on XX/XX/XXXX. The following is the transactions:				DATE	TRANSACTION NAME	TYPE	AMOUNT	BALANCEXX/XX/XXXX	Online Transfer from CHK ... transaction#: ----	Account transfer	$XXXX 	$XXXX XX/XX/XXXX	Payment to Chase card ending in XXXX XX/XX/XXXX	Account transfer	−$XXXX	$XXXX 9. Per the transaction history it shows that a “XX/XX/XXXX	Payment Thank You - Speci−$XXXX ( credit card ending XXXX)” 10. On XX/XX/XXXX my account balance before the credit card payments were to be processed was $XXXX. If we deduct the $XXXX  (credit card payment) from account ending in XXXX then it comes out to $XXXX. This remaining amount should’ve covered BOTH CREDIT CARD PAYMENTS.  I then transferred over $XXXX   on XX/XX/XXXX making a new amount of $XXXX. Regardless of whether the payment was to be deducted on XX/XX/XXXX orXX/XX/XXXX my balance had MORE THAN SUFFICIENT FUNDS TO COVER THE BALANCE FOR BOTH PAYMENTS.11. PER THE EMAILS SENT ON XX/XX/XXXX( STAMPED XX/XX/XXXX BY THE SUPPORT ASSOCIATE) THE EMAIL STATED: (At the beginning) “We are writing to confirm the following electronic payments you authorized to your credit card account during our recent phone conversation.” (at the end)- To change any payment(s) you’ve authorized, please be sure to notify us at least 24 hours before the transaction date or we will continue processing the payment.”I AGREED TO AN AUTOMATIC PAYMENT SERVICE, WHY WAS CREDIT CARD ENDING XXXX  PROCESSED AND CREDIT CARD ENDING XXXX NOT?WAS THIS FIRST INITIAL PAYMENT SET UP MANUALLY BY THE CUSTOMER SUPPORT ASSOCIATE AND THEY FORGOT TO SET IT UP FOR THE CREDIT CARD ACCOUNT ENDING IN XXXX?12. Date:	XX/XX/2019 XXXX:XXXX:XXXXTo:	Chase OnlineSubject:	Account InquiryMessage:	 Hello,On XX/XX/XXXX, I set up a bank liquidation payment program for both my credit cards ending in XXXX, XXXX  via the CC customer support team. Both credit card payments were suppose to be withdrawn on XX/XX/XXXX and while investigating my checking account ending in --- I found that the amount of $XXXX for the card ending in XXXX was successful however the credit card XXXX was not successful. I am not sure because according to the downloaded bank statement for XX/XX/2019-XX/XX/19 there was in fact sufficient funds for both payments to be made. Now, knowing that my account looked odd I called customer support for credit cards on XX/XX/XXXX, XXXX:XXXX XXXX XXXX XXXX-XXXX  Toll Free Call XXXX 08:00 min. I asked the agent to verify and confirm that my payments did go through and that my account was indeed up to date because my balance and info looked odd. He assured me this was the case and that everything on my account looked fine. XX/XX/XXXX I call and told that im behind in payments since XX/XX/XXXX which is IMPOSSIBLE. Please reference the downloaded XXXX sheet of transactions and available balance for XX/XX/XXXX. Also please reference the official bank statement download attached to verify the transactions. I was told by a Supervisor in Customer Support CC accounts and by a Supervisor in customer service that I am required to retrieve a statement or document that verifies and proves that there was in fact enough funds on XX/XX/XXXX for both the payments to be deducted. I called customer service today for my checking account ending in --- to request for a document or statement that verifies the available balance for XX/XX/XXXX. XXXX  and his supervisor XXXX informed me that there is NO ability for them to send me any documentation or email me information other then sending me my statement balance and transactions that occurred for the month of XX/XX/XXXX. I asked them if I need to go to a branch and get a documented letter and proof of transactions and available balance and they said they didnXXXXXXXXt know. So I am now asking that this concern be escalated immediately to someone that can provide me with the documentation that both the supervisors say I am suppose to be getting for validation. If this issue is not escalated and addressed and resolved immediately then I will begin with taking legal action because going around in circles with the 2 different departments is NOT MAKING ME A HAPPY CUSTOMER!!!!!! IM XXXX, LIVID, ANGRY AND ANY OTHER TERRIBLE EMOTION YOU CAN IMAGINE. Why? Because of an error made on the systems side, not mineXXXX¦ and because someone on XX/XX/XXXX gave me the WRONG information my credit is SCREWED. You guys have officially destroyed my creditXXXX¦ So either this issue gets escalated to the CEO Escalation team or some team able to resolve this, or I will be taking legal action.Why was the payment for CC ending XXXX successful but the CC ending in XXXX  payment was NOT?******ESCALATE THIS ISSUE AND CALL ME IMMEDIATELY************(Email above sent to Chase Executive escalations for review)XX/XX/XXXX, I received a phone call from an excutive member from the headquarters and was unable to speak with the individual as my work schedule conflicts with the availability for calls. I called back and requested to speak to someone on the executive team and then was told from XXXX  that he does not know whats going on my account and that the other executive member needed to call me back during a time best for me, he set up the time and then just hung up on me without asking me if I had other questions, telling me goodbye or anything. I have received little to NO help with ensuring the individual from XX/XX/XXXX is held accountable for verifying that my account was in good standing etc.So now I have over 4 months in late fees, interest rate and kicked off the bank liquidation program. My credit score also jumped DOWN 136 points resulting in a POOR credit scoreI have attached multiple documents already to chase in which they can find on my account and recent messages sent with PROOF of balances and call.

Company response to consumer: Closed with explanation