Consumer complaint received 2023-05-15
Company: JPMORGAN CHASE & CO.
State: TN
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 was made aware of fraudulent activity on my credit card by Chase Bank on XX/XX/XXXX. At that time, I was told that the account would be closed and a new card would be sent to me in the 5-7 days. I contacted the company on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX to inquire about receiving the new card, and my inability to log on to my account any longer to pay my bill. I spent a total of 222 minutes on the phone with Chase because I was concerned about paying my bill so that my credit would not be affected and the fact that I had not received a replacement card. At that time I was told that there had been a " glitch '' in the system and every time a card was issued to me it was immediately flagged as stolen and therefore not sent. Several people tried to re-establish my online account without success. I never received the statement for XXXX charges after repeated requests and multiple switching between departments. 
I finally received a new card on XX/XX/XXXX. By this time I had already obtained a card with another company. I called to confirm the card and to request to be able to see my account online so that I could pay my outstanding balance because I did not want to adversely affect my credit. At that time, I was told by two customer services reps that my card was good to go and by two others that the card was listed as stolen. I was finally sent to the fraud department who had no answer for me. I have never used the card, it has stayed in the file in my desk since I received it. 
Again I tried to obtain a list of charges from XXXX so that I could pay the balance on my card. I called XX/XX/XXXX ( 119 minutes ), XX/XX/XXXX ( XXXX calls- transferred between departments 8 times, put on an hour + hold twice, hung up on - spent total of 283 minutes on the phone ), XX/XX/XXXX ( repeatedly transferred between departments again for total of 80 minutes on the phone with no answer ), XX/XX/XXXX ( called 3 times and was disconnected - total phone time 15 minutes ). 
In response to my phone calls, I was sent copies of statement from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX all which had been paid in full. None of the statements covered the period I was requesting... for the charges made between XX/XX/XXXX and XX/XX/XXXX - my normal billing cycle. 
Since I had been unable to receive an answer from Chase, I file my initial complaint with CFPB on XX/XX/XXXX. At the same time I made a {$4000.00} payment to Chase which was collected on XX/XX/XXXX, since I have been worried about adversely affecting my credit. I have never denied owing the company money. In fact, I have been trying to pay what I owe since XXXX. However, I would like to see the charges associated with the {$4800.00} balance they claim that I owe from XXXX to ensure that there are no other fraudulent charges. The only statements that I have received list the fraudulent charges from XXXX four times and a total owed of {$4800.00} or a letter that the statement is unavailable. 
As a result of my complaint, I heard from Chase executive offices on XX/XX/XXXX. They too sent me copies of statements from XXXX, XXXX, XXXX and XX/XX/XXXX that had already been paid in full, and then statements for the new year which only have a total and a list of the fraudulent charges. I requested on multiple occasions for the charges on the account from XX/XX/XXXX through XX/XX/XXXX that would comprise the total of {$4800.00}. I called Chase customer service and Executive offices on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, requesting the information again or responding to customer service because I had not made a payment... which customer service was unaware that I was working with the Executive Office. 
After finally receiving the last batch of statements which did not include what I had requested ( charges for XX/XX/XXXX through XX/XX/XXXX ), I called the executive office on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The final conversation with this office was that I needed to contact the fraud department because they did not have what I was requesting... essentially sending me back to the beginning where I started in XXXX. I have no problem paying Chase what I legitimately owe them. However they need to provide the charges for which they are asking me to pay. I would like to be able to review the charges to ensure that there is not any other fraudulent activity reflected. I have made a good faith payment to the company, and they have not reciprocated that good faith by providing what I am requesting... essentially expecting me to pay for charges that they are unable to substantiate. I have spent over 10 hours on the phone trying to contact this company to make a simple request so that I might be able to pay what I owe and then close my account and not do business with them any longer.

Company response to consumer: Closed with monetary relief