Consumer complaint received 2021-08-07
Company: JPMORGAN CHASE & CO.
State: NJ
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:
( NB : Please note that many of the problems below concern 5 different accounts I have with JP Morgan and Chase. I will only enter it once, here, however. ) I have been disconnected twice on phone calls with Chase today and spent a total of 59 minutes and 37 seconds, or roughly an hour, on three different calls about credit cards with it.

After all of this, the last representative I spoke to said he had no way to pass on my concerns to anyone else at Chase or its credit card divisions, despite an announcement at the beginning of the call saying that the call might be or would be recorded. The rep told me that I would have to repeat it all, for a 4th time, to someone else, to escalate the call. I told him that I had no more time to do so and that I would file this complaint instead.

The use of my Chase freedom card has been plagued with problems from the beginning. Today I asked that it correct two lingering ones but the people I talked to either disappeared in disconnected calls that seemed to be out of the country, or said, as the last representative did, that he had no way to pass on my concerns. The first two calls I made were to XXXX and the third was to XXXX. None of them addressed the problems I am writing about here. The first call reached a woman who sounded like she was in XXXX XXXX. The second sounded as though it reached a woman with an XXXX accent and the third reached a man with an XXXX accent. 

My Chase Freedom card will not allow me to make payments from Chases online bill payment system that, for all other credit cards, including one other one with Chase, I use to make electronic payments with. The online bill payment system allows me to see all scheduled payments together and requires that I access it only once for numerous accounts paid through it. The Freedom card prohibits me from using this system and will only allow payments from its own peculiar, hard-to-access and not-readily-visible payment system. It requires extra work and will not allow me to see all payments together. The result of this peculiarity is that I missed one payment, incurred late fees and interest charges which I may have gotten reversed previously, at extra time and effort. Other times, the incompatibility of the Chase Freedom card with Chases own online bill payment system, and the difficulty it causes, results in over payments. Presently there is over a {$210.00} credit on this account because of it. In either case, its refusal to accept payments from online banking 's bill payment system, are not conducive to easily being able to plan and manage all payments and cash flow as a whole.

I also was told by two different representatives today that my cell phone is not verified. The third rep told me that this is why the automated system announces that my Freedom credit card is not in its system when I enter the last 4 digits of the Freedom card, after I am prompted to do so. The inability of Chases, sprawling, unmanageable and unintegrated divisions also seems to explain why two other reps were prohibited from sending security codes to the cell phone I talked to them on. 

I mentioned the problem of Chase not recognizing my cell phone number, despite the fact that I have entered it more than once in the personal profile information section of online banking previously to the CFPB. However, in a marvel of poor judgement and practice, it ignored this information in the last complaint that I filed. Here it is again in a different form, causing problems for a different issue. ( The last time the CFPB failed to investigate the problem about Chases computer not recognizing phone information that is entered into the online profile, it was about Chase not allowing me to make XXXX payments. When I attempt to do so, the online banking area for XXXX payments announces that my cell phone number is not a cell phone number. But the CFPB could not be bothered with this telling detail that suggests more basic IT problems at Chase and the minions of its 2000 plus, poorly to unintegrated divisions and entities. ) So several apparently inter-related problems that need investigating is why Chases ( 1 ) XXXX payment system, ( 2 ) its automated call systems, as well as ( 3 ) its Freedom card customer service division, do not recognize or pick up the cell phone number entered into the profile section of online banking?

Why does the CFPB allow JP Morgan Chases poor, unintegrated computer systems to dump extra work and undue burdens onto its customers who get ensnared in the problems the company irresponsibly sloughs off for its customers to contend with?

Company response to consumer: Closed with explanation