Consumer complaint received 2019-07-25
Company: JPMORGAN CHASE & CO.
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
To whom this may concern, Chase bank has not done what I the customer has asked them to do for nearly two years now. I asked a representative in the end of XXXX to remove me from chase mailing solicitation list. I still till this day recieve offers. I requested this when I learned that I became a individual affected by the XXXX data breach. Plus one of my personal accounts with chase was hacked into. Not the account I am about to speak about. When I called chase in XXXX at some point in time I was still in the process of paying off a cc with chase. I paid the cc off on XX/XX/XXXX last payment {$84.00}. See attached. I called chase this day and spoke with XXXX XXXX customer service representative and made this last payment and requested that a letter be sent to me indicating my last payment and that I wanted the account closed due to being at high risk of fraud due to the above mentioned data breach. XXXX who. I could barely understand said Okay. 
I recieved the two letters in the mail. ( See attached. I  noticed it didnt say account closed but I didnt look into it and trusted that the right thing was done that I the customer asked to be done. 

Today XX/XX/XXXX I received a ready to use credit card in the mail. The account that I paid for and asked to be closed on XX/XX/XXXX! The account is still open. ( I really think chase needs to go back and listen to the XX/XX/XXXX conversation with myself and XXXX. ). I am highly upset and concerned that the account is still open. I called chase and spoke with XXXX who said that the account is still open. I explained to XXXX that the account should have been closed months ago and that I am highly upset and concerned due to my credit being at risk due to the XXXX data breach. I asked to speak with a supervisor. XXXX states Your over reacting and running yourself in circles. This isnt a big deal. I then asked XXXX to take my name off the mailing solicitation sending list to exclude me from getting any further credit card offers or loan offers. XXXX states I cant do that. At this point in time I The customer almost lost my cool, but continued to ask to speak to a supervisor. After five times of asking for a supervisor XXXX finally transferred me to XXXX. I couldnt believe that XXXX took my situation so lightly. It really amazed me and scared me to know that this kind of person was involved with handling my finances. ( this phone conversation needs to also be reviewed. The time was betweenXXXX and XXXX on XX/XX/XXXX Thursday ). 

XXXX was calm and collected with her words and seemed to empathize with me much better, but responded like a robot. I explained the situation and right away XXXX closed the cc account ending in XXXX and said to me Yes we do have the ability to exclude you from the solicitation mailing list so that you wont recieve mail with offers for cc, loans and advertising. XXXX was wrong. At this point in time after being told I could not be excluded for years from chases mailing list I realized I needed to complain to another agency regarding chases horrible customer service and sloppy way of running a business. XXXX stated I am sending you a letter indicating that the account ending in XXXX was closed out today and that your name will be placed on the no solicitation given for offers etc.. Not once did either of these woman put any empathy or true understanding of what I was going through into the conversations. That is not the kind of individual I want handling my finances. This is scary. I have been battling since XXXX with this XXXX  data breach trying to save my personal information from being hacked. I explained this to chase in XXXX and multiple times afterwards including today. No one at all has taken this seriously. This is my lively hood. Im sick and tired of having to remind chase to close my cc out. They keep it open for their satisfaction. I am the customer and I have the right to close any account I want without being questioned! Also, just so this is on record. I have a checking account with chase also. When I to, d XXXX that I wanted taken off the mailing solicitation list XXXX advised me that I would still recieve my checking account statements considering I donot do online banking. This is called CYA because if chase ends up screwing my checking up. This is proof!

Company response to consumer: Closed with explanation