Consumer complaint received 2021-05-04
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
This complaint regards my CHASE XXXX account. I was already aware that it was going to be a tough situation for me in XXXX as my holiday sales did not materialize, and this was two months before COVID really started to have an impact as well. I began the conversation to apply what ever debt relief program they had available. 
I spoke with CHASE agents at XXXX on several occasions beginning XX/XX/XXXX. XXXX : XXXX XX/XX/XXXX XXXX AND XXXX : XXXX with their customer support program XX/XX/XXXX XXXX - WHO CUT OFF THE CALL XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX who offered to reduce the interest to 12 % over a 5 year span and the debt to XXXX XX/XX/XXXX XXXX XXXX In XXXX I was told that under the CoVId relief program did not have a payment due until XXXX XX/XX/XXXX. In XXXX I called and they deferred payment until XXXX and in XXXX they deferred payment until XX/XX/XXXX. 
When I called in XXXX to confirm that the deferment was in order, they confirmed that there was no payment due until XXXX XXXXYet was told as well that I had to call back to assure that May would offer relief. There was no letter or email to tell me that XXXX was due.I called on XX/XX/XXXX and to my utter surprise my account was overdue. WHAT? I had just spoken to them ten days earlier, there was no payment due I was told. I was told their letter was returned that it was an incorrect address by XXXX the supervisor on the XXXX.. But that the mailed letter, which I never got, was their right to charge me for XXXX. I was now past due, and due XXXX as well. I have been a client for a decade and now my mail was lost? Returned to them? No payment plan agreement anymore? No email statement that a payment was due either? PAYUP immediately or you will be overdue two months and it will rock your credit score.. 
No-one at any time on any call would send an email confirmation of our deferment agreement or of the offered payment terms and conditions agreement or th XXXX changes to the payment agreement. 
XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX SUPERVISOR ) WHO REMOVED THE XXXX PAYMENT DUE I covered that my expenses were rent, credit cards my car payments and medical. 
I was told that enrollment in the Hardship Program ( balance liquidation ) would give me a 5 year plan that would reduce the interest and reduce the principal of the total at an interest rate of 6 % for 60 months.This is as per my notesXXXX XX/XX/XXXX I was told that no hardship program was available to me. The COVID relief was over. I had to start payments immediately. I said, '' If I didn't have the means to make the payments a week ago, or four months ago, how was I supposed to resolve this in ten days? " " Not our problem. You used the card in XXXX. '' I was told it wasn't possible to have any confirmation of this financial agreement via email. From a bank. No email confirmation was possible for any of these conversations for a four month period. Only they controlled the information. 
This is abuse.

Company response to consumer: Closed with non-monetary relief