Consumer complaint received 2017-12-20
Company: JPMORGAN CHASE & CO.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I took out a credit card with a limit of {$30000.00} with three authorized users for one of my companies. My accounting department handled the account. One of the authorized users ( Not myself ) ran the credit card to an amount {$60000.00}, which is double the allowed limit. Chase did not stop the card from being used until I was finally made aware that balance was double the limit, in which I turned off the card. Chase has no answer to why the card was allowed to go over the limit. Chase states that it is allowed to let the spending to go past the credit limit, even without authorization from account guarantor. 

We were passed along many different departments and time was passing, which was accruing interest and lowering my credit score. We asked for the account to be placed on hold until we were able to resolve the issue, which we were told was not an unreasonable request, but we were never informed if J.P Morgan Chase would extend the curtesy.

The case was pushed to the executive office and given to XXXX XXXX. More than a dozen attempts were made to reach out to XXXX XXXX, who never once returned a call. I was sent to her supervisor XXXX XXXX, who did return a call after many attempts, who said he would call back the following business day. He did not return the call, and we reached out to his direct line 10 or more times, with no call back. 

Here is the time line of the events. 

The card at issue was opened with a {$30000.00} credit limit. This limit was put in place to prevent other cardholders on the account from running up charges. 
From the inception of the account up to XXXX XXXX, the balance stayed below {$10000.00} and was paid in full each month. 
XXXX XXXX : the balance jumped to {$28000.00}. 
XXXX XXXX : the account broke the credit limit and increased to {$37000.00}. Chase takes no action and continues to allow charges. 
XXXX XXXX : the balance increased to {$46000.00}, more than 150 % of the credit limit. Chase takes no action and continues to allow charges. 
XXXX XXXX : the balance increased to {$57000.00}, nearly double the credit limit on the account. Chase takes no action and continues to allow charges. Cardholder discovers the problem and cancels the card. 
Cardholder continues making minimum payments on the account and attempts to resolve the matter with Chase. 
XXXX XXXX : Cardholder stops making minimum payments in order to resolve with Chase. 
XXXX XXXX : Cardholder speaks with Chase regarding payoff amount, but no agreement reached. 
XXXX XXXX, XXXX : Cardholder and undersigned attorney contact Chase to discuss the problem and resolution. 
Cardholder and Attorney speak with XXXX ( ID # : XXXX ). 
Cardholder and Attorney are later transferred to XXXX ( ID # : XXXX ). 
XXXX directs Cardholder and Attorney to send in a written letter by fax to XXXX. 
On receiving fax, Chase would contact Cardholder and Attorney. 
XXXX XXXX, XXXX : Cardholder and Attorney send the fax as requested by Chase. 
Chase does not respond to fax, and makes no attempt to contact either Cardholder or Attorney. 
XXXX XXXX, XXXX : After several weeks without response from Chase, Cardholder and Attorney contact Chase. 
XXXX ( ID # : XXXX ), from XXXX/XXXX/XXXX call, states Attorney and Cardholder need card member agreement to proceed. XXXX calls XXXX XXXX in customer support to request the agreement. 
XXXX XXXX in the XXXX office advises that Chase needs to send the cardholder agreement before the matter can be discussed further. Attorney and Cardholder ask XXXX XXXX to just read portion he is referring to, which ends up being less than three sentences and does not resolve issue. XXXX XXXX then leaves the call. 
XXXX tells Attorney and Cardholder that nothing can be done and account must go to collections. 
Eventually, Attorney and Cardholder are transferred to XXXX ( ID # : XXXX ), who is XXXX ( see XXXX/XXXX/XXXX call ) supervisor. 
Attorney and Cardholder are told they need to contact XXXX XXXX ( ID # : XXXX ), who is XXXX supervisor. An appointment is scheduled to discuss with XXXX for XXXX XXXX at XXXX. 
Cardholder and Attorney spend three hours on the phone with Chase getting run-around and transferred around. 
XXXX XXXX, XXXX : Attorney and Cardholder call XXXX for the appointment scheduled by XXXX, but are advised XXXX is unavailable. 
XXXX XXXX, XXXX : Attorney and Cardholder call back and try to speak with XXXX XXXX, manager with escalations and collection. XXXX is unavailable. 
Attorney and Cardholder are advised that Chase does not schedule appointments, Chase acknowledges that Attorney and Cardholder were misled by XXXX. 
Advised that Attorney and Cardholder need to speak to a new manager, not an account supervisor, but a customer service manager. 
XXXX XXXX, XXXX : Attorney and Cardholder with XXXX XXXX ( ID # : XXXX ), manager with escalations and collection. 
XXXX advises that the issue needs to be escalated to the executive office, and are told it will take 2-3 business days. 
XXXX XXXX, XXXX : After nearly two weeks with no response from the executive office, Cardholder and Attorney call back and speak with XXXX ( ID # : XXXX ). 
XXXX transfers to XXXX at the executive office. 
XXXX advises that the case had been received and assigned to XXXX XXXX at the executive office, and gives the number for XXXX XXXX ( XXXX, ext. XXXX ). 
Attorney and Cardholder leave voice message for XXXX XXXX. 
XXXX XXXX voicemail indicates that she will return calls no later than the following business day. 
XXXX XXXX, XXXX : Attorney and Cardholder call XXXX XXXX, who does not answer, and leave voice message. 
XXXX XXXX, XXXX : Attorney and Cardholder call XXXX XXXX, who does not answer, and leave voice message. 
XXXX XXXX, XXXX : Cardholder is alerted by XXXX XXXX that Cardholders credit score has moved from XXXX to XXXX. 
XXXX XXXX, XXXX : Attorney and Cardholder call XXXX XXXX, who does not answer, and leave voice message. 
At this time, XXXX XXXX has not made one attempt to contact Attorney or Cardholder and has not returned any calls. 
XXXX XXXX, XXXX : Cardholder calls to discuss other accounts, but supervisor XXXX ( ID # : XXXX ) refuses to speak to Cardholder regarding any accounts without Attorney, even though Attorney is only representing on subject account and this was previously discussed with Chase. Cardholder spends 90 minutes on phone trying to resolve access to his other accounts. 
Attorney and Cardholder speak with XXXX at the executive office and advise XXXX of their inability to reach XXXX XXXX. 
XXXX refers Attorney and Cardholder to XXXX XXXX, XXXX XXXX supervisor. 
XXXX XXXX is not available when XXXX tries to transfer, but XXXX assures he will inform XXXX XXXX and have him contact Attorney and Cardholder. XXXX gives XXXX XXXX XXXX line as XXXX XXXX XXXX, XXXX : Attorney and Cardholder contact XXXX XXXX and leave voice message. 
XXXX XXXX, XXXX : XXXX XXXX contacts Attorney by phone, who conferences in Cardholder. Attorney and Cardholder describe their efforts to date, and XXXX XXXX promises that Chase will have a further response within a week. Cardholder and Attorney request that Chase freeze the account while the issue is being resolved, and XXXX XXXX promises a response to that request by XX/XX/XXXX XXXX XXXX provides an email address to reach him for follow up. 
XXXX XXXX, XXXX : Despite his promise on XXXX XXXX, XXXX XXXX provides no response. Attorney receives a bounce-back email from XXXX XXXX who provided an incorrect address to Attorney and Carholder. 
XXXX XXXX, XXXX, XXXX, XXXX, XXXX : Attorney calls XXXX XXXX and leaves a voice mail every day. No calls are returned. On XXXX XXXX, Attorney sends XXXX XXXX a fax indicating that his provided email address is incorrect, and enclosing correspondence. No response is provided. 
XXXX XXXX, XXXX, XXXX : Attorney calls XXXX XXXX, who does not answer and does not return phone calls. 
XXXX XXXX : Attorney and Cardholder calls XXXX XXXX, who does not answer and does not return call, and request that he returns the call before XXXX Monday, XXXX XXXX. No call was returned.

Company response to consumer: Closed with explanation