Consumer complaint received 2021-01-31
Company: JPMORGAN CHASE & CO.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Until recently I had two lines of credit with chase ( flex and unlimited freedom ). These accounts were 14 years and 3 years old respectively and had been paid as agreed monthly with no missed payments or late payments. Due to errors with a credit union and their bill pay service two payments were returned, this did not cause me to be late or delinquent, I immediately provided a replacement payment for one card. Had I known about the other payment issue I would have done everything to address in promptly. However, Chase had disabled and refuses to enable my online access due to their unexplained closure of my checking account ( and continue to not release the funds that I had deposited in it ). As such I was unable to see my secure message center for up to date information regarding my account. The day I called regarding my online access ( of which chase says they have no record of ) I explicitly asked the agent in credit card services if there were any issues with my credit accounts as I could not access any information on them, I was told they were in perfect outstanding condition. Airing on the side of caution i again, later in the conversation, asked if there was ANYTHING that put any of my cards in jeopardy. Again, I was assured everything was fine. At this time it has been explained to me that the agent would, have been aware of the payments returned for insufficient funds. I received letters from chase over 2 weeks later. When I called and attempted to explain that I had canceled the payments that bounced, they were not authorized by the bill pay service. I had received confirmation. They didnt care. I have not received {$200.00} cash from my checking account. I was threatened by chase agents that they planned to make sure process would be, as the agent said the hard way ( as I assume opposite of the fair way ). Chase has also lied in a response to the initial complaint regarding my {$200.00}, saying that I could only get my money by going to a branch, which goes against their policy and against their own agents statements regarding my funds. I still can not verify transactions that occurred after XXXX on my credit accounts. I still receive emails that seem to be for card holder with open accounts, high is just tacky and shows their level of attention to detail. I called chase executive line multiple times ( returning XXXX and XXXX calls ) and my calls were never returned not once. I want my money, I want it issued to me, I have no desire to have chase change the rules left and right. I want to know why a 15 year banking history was shattered so unprofessionally and during COVID when I greatly depended on those lines of credit. I would like my online access restored and my credit lines reinstated ( which is possible as I have spoken to family members who have had this done, it seems as though chase has profiled me for not having enough wealth ).

Company response to consumer: Closed with explanation