Consumer complaint received 2023-09-25
Company: JPMORGAN CHASE & CO.
State: OH
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
This is an email I sent to the company today XXXX that summarizes the problem : Dear All I CAN NOT BELIEVE I HAVE TO TAKE YET MORE TIME TO SPEND ON THIS SERIOUS SITUATION. I AM DISGUSTED WITH THE BANK AND NEED RESOLUTION NOW!!! 
I am the Primary Card Holder ( PCH ). XXXX XXXX was the Authorized User ( AU ) on the Chase Sapphire Card ( XXXX, now XXXX ). 
I REMOVED him from the account XX/XX/XXXX XXXX 
Prior to removal, I noticed that he created over 34 different merchant linkages using the Digital Wallet and/or Stored Card function, several with Repeating functionality.

According to your Terms and Conditions ONLY the PCH has the ability to perform this task. How did Chase Sapphire allow him to do this? 
This means that even though I have REMOVED him from the card, he can STILL use the card with whatever merchants he had previously established linkages with! And he can even ask those businesses what the full number isnot just the last 4 digits.

I have spent the last 6 days on the phone with Chase Sapphire Customer Service and Fraud over 15 hours of my time-EVEN GOING INTO XXXX XXXX XXXX XXXX XXXX  HOURS speaking with at least 17 different people including supervisors in both departments attempting to get this AU FULLY OFF THE CARD! I am even on the phone RIGHT NOW! During these phone calls, I have been subjected to : inconsistent lists of Digital Walled and Stored Card merchants where what I see is different to what Fraud sees and is different to what Customer Service sees. Why? All lists should be IDENTICAL! 
Being told that all merchants he linked were blocked and or deleted -- BUT THEY ARE STILL THERE! 
being told that I just need to watch the statement every second and if a charge comes in from the merchant of the AU, to call Chase Sapphire Fraud being told by a supervisor ( XXXX XXXX XXXX approx XXXX XXXX XXXX  check your phone recordds ) when I asked to talk to another supervisor because she was rude, that there was no one else to talk to and even if there was she could not until she verified me with security questions. XXXX XXXX She also told me that we would be working on her timeframe/schedule, not mine, when I told her I have been inconvenienced time and time again with the bank. IF A CUSTOMER ( ME ) ASKS TO TALK TO A SUPERVISOR, EVEN WHILE TALKING TO A SUPERVISORTHE CUSTOMER 'S REQUEST NEEDS TO BE GRANTED, PERIOD!!! SO WHY DID THIS HAPPEN? 
being told that the AU was on the XXXX account but that XXXX was a DIFFERENT account. What? XXXX is the SAME account as XXXX, just a different number! 
call being disconnected after talking to Fraud for over 1 hour, but then NO ONE called me back. You have my phone number!

Fraud continuously trying to transfer me to Customer Service when Customer Service does not handle Fraud Fraud sometimes being able to see the linked merchants, but talking to someone else in Fraud, they can not see the linked merchants. I had to JOIN Fraud and Customer Service 3 times on 3 different calls so we could all talk to each other.

Waiting on hold for 45 minutes to talk to Fraud to just be transferred over to Customer Service when I told them I do NOT want to be transferred because I needed to talk to Fraud.

being told that the recurring linkages will last for 3 months or more, even when removed and that I just have to watch the card charges myself to see what comes in and if something comes in, to call Fraud being told that the AU user is off and I have nothing to worry about being told to call all 34 plus merchant linkages individually ( ( REALLY?!? ) and tell them to remove the card from their records. HOW AM I SUPPOSED TO DO THAT? SHALL I JUST PRETEND MY NAME IS XXXX XXXX? BECAUSE HE CREATED HIS OWN ACCOUNTS WITH THESE BUSINESSESWHICH HIS THE PROCESS FOR CREATING THESE LINKAGES ON THE MERCHANT END. If I am told by Chase Fraud to just " call the merchants myself '' well that is FRAUD BECAUSE I AM NOT XXXX! 

I was SUBJECTED to all the above because all I wanted to do was SIMPLY REMOVE the AU from the card - which I did XX/XX/XXXX, but then look at this XXXX XXXX XXXX XXXX XXXX BOTH XXXX AND XXXX XXXX  ( WHICH IS NOT THE PRIME STREAMING SERVICE- AT LEAST THAT IS WHAT ONE OF THE MANY SUPERVISORS SAID ) ARE FROM THE AU 'S LINKED MERCHANTS. THIS IS FRAUD! HOW DID THIS HAPPEN? So this means that all the time and energy I spent sifting thru your garbage mess of your " Fraud '' department results in -- guess what -- FRAUD! I had the cops here last night because the former AU is STILL GETTING THRU, so basically he is using MY CARD. 

An XXXX charge from XXXX and and a XXXX XXXX movie charge from XXXX. Both of which I did NOT make. The AU did!

I AM FED UP! Spending my life on the phone with Chase for over 15 hours has given me XXXX, WORRY and DISGUST with the bank. I have gotten less than 4 hours of sleep. I wonder, does he have my full 16 digit number and is he shopping elsewhere? When is he going to strike next!? There are clear issues where Fraud does not know what Customer Service is responsible for handling and vice versa. It was not until the XXXX hour spend on the phone when I was provide the Terms and Conditions where only the PCH could create these merchant linkages. Everyone else I talked to acknowledged that it was OK for the AU to establish these linkages. I have been a loyal customer for OVER 35 YEARS. Are your departments so poorly trained that I have to suffer? The Customer, at least by your mission statement, is supposed to be treated with professionalism, respect, and above all, given ACCURATE, CONSISTENT INFORMATION EVERY TIME. I can't believe I am having to spend yet MORE TIME writing this letter to you. It is not my job as a Customer to be a guinea pig to TEST OUT your failures with Fraud.

I WANT HIM OFF PERIOD! This should have happened XX/XX/XXXX! BUT NO, HE IS STILL GETTING THRU. This is SERIOUS, FRADULANT Situation. 

AT this point in time, I have ZERO idea of what the Fraud Dept is doing/has done because the call got cut off and the supervisor I was talking to ( XXXX XXXX or XXXX was his name last night ) did not even bother calling me back. I spent 49 minutes trying to call Fraud back but I was on hold, talked to a rude supervisor ( XXXX XXXX ) who refused to get me another supervisor. I want to make sure that if ANYTHING was deleted from the merchant list, that the linkages that I created AFTER XX/XX/XXXX were NOT also deleted. 
Do I need to get a new card number AGAIN? But if I do, will this be the SAME EXACT XXXX XXXX XXXX XXXX again!!? 
I EXPECT ANSWERS AND RESOLUTION NOW! AND I WILL ONLY TAKE THOSE IN WRITING SO DO NOT CALL ME. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation