Consumer complaint received 2019-02-10
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
It all starts with Chase and their communication or lack thereof I have had a relationship with Chase for 14 years between personal credit cards checking accounts and credit cards for my business And early XX/XX/XXXX I learned of fraud on a personal credit card when I was in the process of a balance transfer. Chase issued me a temporary credit and needed to investigate I was confident that these three charges totaling {$1200.00} would be refunded permanently so I continued with my balance transfer. At this time thinking I'm being proactive I include a balance transfer of {$1200.00} from my business credit card with Chase assuming I'm going to get this {$1200.00} back from Chase eventually In XX/XX/XXXX I went into a branch because I thought it was important to speak to someone in person I wanted to discuss the fraud on the personal account and what my options would be with that {$1200.00} I had a negative {$1200.00} balance at this time but I wasn't able to get any information about the fraud credit status. I also asked about the status of my business credit card at this time wish I was told by the teller my next due date wasn't until XX/XX/XXXX. This made sense because the monthly payments were usually around {$600.00} and I know there was a {$1200.00} payment made in XX/XX/XXXX so I didn't question the teller I assumed XX/XX/XXXX and XX/XX/XXXX were paid and my next payment was due in XX/XX/XXXX like the teller said the teller then suggested I do a cash advance on the personal credit card to take it from a negative {$1200.00} to a XXXX balance she advised me there would be no fee or charge for this transaction. I went along with her suggestion took the {$1200.00} went to a local credit union transfer the money and paid off {$1200.00} towards that balance transfer from early XX/XX/XXXX. 

Later in XX/XX/XXXX I learned that the teller was wrong and all cash advance transactions have fees and interest associated with them even if they are bringing the card to a XXXX balance I was able to discuss this was Chase over the phone and they refunded all money I was charged I didn't think that the teller could have made more than one mistake that day in XX/XX/XXXX in the branch but she did In XX/XX/XXXX I receive a letter stating that the fraudulent charges or verified and credit will become permanent I called Chase to verify this and it takes me 5 minutes to get through to a person because the system does not recognize my phone number I don't think anything of it until I speak to a person and they tell me that my credit card was closed the day before this was on XX/XX/XXXX they tell me that my credit card have been closed on the XX/XX/XXXX for delinquency this is a big shock to me we have about an hour long conversation that covers the fraud of the confusion the teller telling me my account was fine and I didn't have a payment due until XX/XX/XXXX she asked alates the situation to a supervisor and then speak to her for about 30 minutes and she seems very confident they will be able to solve this matter and reactivate the account during both conversations neither representative is able to pull up my account easily I have a few credit cards with Chase but it seems there's a big difference with the personal credit cards and business credit card and anything that happens in a branch because no one can see everything that happened it's a brand new person each time I talk to them and I need to start from the beginning explaining the whole story Today I have spoke to over 21 individuals with Chase I've spent over eight hours on the phone with Chase I've had two face-to-face meetings with the branch manager who is a very nice guy his name is XXXX XXXX and he works in the XXXX XXXX branch the address is XXXX XXXX XXXX XXXX XXXX in XXXX Arizona XXXX XXXX has put in great effort trying to help me during our first meeting he asked the teller that helped me back and XX/XX/XXXX about the conversation we had she did not recall the conversation or helping me and there's no way for him to look up what happened in the computer but he did ask her hypothetically if someone took a cash advance on a credit card that had a negative balance and took the amount that would bring that card to a XXXX balance would there be any fees or charges and she incorrectly answered no there would not be he explain to her and now she is aware of how that works but it was a good starting point. Going further into detail XXXX made several phone calls on my behalf and some shocking information was revealed that it in fact was probably not the tellers are and it was probably the systems are he was unable to see hardly any credit card information at all he was not able to see payments that had been made and he said is very likely that on XX/XX/XXXX or so when I asked the teller about my business credit card that she in fact looked at the credit card and it did show the account was current and the next payment was not due until XX/XX/XXXX he he said it is very likely that it was not her error at all he advised me he would be submitting a ticket to get this corrected and looked at he looked at any more current transaction where I made a large payment in XX/XX/XXXX to get the account current I believe it was 15 to {$1700.00} and he was not able to see that charge I was able to show him on my bank account that the payment was made but he was not able to see this payment yes collated the call explain it in great detail and I left feeling good about the progress we made and I received a call about 5 days later The call I received was from a real nice lady named XXXX but right away she advised me that this dispute and this escalation Department was the wrong Department and they needed to transfer me back over to the credit card department once I was transferred over the supervisor took her time with me and heard the whole story and she said she was capable of reactivating the account but she did not have any documentation in there none of the previous phone calls had left notes in my system that she could see even the notes XXXX the branch manager left or not visible to her so at this time she asked me to get a letter from the branch manager stating what happened that it was very likely I was giving incorrect information because of a system malfunction or a system just giving wrong information I called XXXX immediately and asked him for this letter and he said he is not allowed to issue this letter. This is started to become frustrated at this point so I set up a meeting with XXXX to see him again and I make sure I get someone on the phone who is a manager who is capable of reactivating the account with the credit card department at this time we have a conference call on speakerphone in his office and he's able to explain everything to her she again can not see a single note neither can he there is very little information available to anyone about this matter and we continue on with another attempt that includes emails from XXXX to the manager or supervisor in the credit card department she then forwards that up and says I should expect to get a call within a day or two and she's very confident that we can open the account back up I never heard again I've called twice on this matter since and it's like the conversations never happened At this point my credit has been hit I lost over 160 points on my credit score because I had these delinquencies reported and the account closed I am in the process of looking to purchase a home this credit reporting has brought my score from the high 700 and 800 which I can provide documentation down to the six hundred and taking me out of eligibility for a down payment assistance program that I worked really hard to qualify for. I have lost all confidence in Chase and I don't honestly blame the people on the phones or in the branches because they honestly don't have access to this information it's the people that do have the ability to make an unfortunate situation right those individuals did not do that because they did not have documentation of what happened they couldn't take my word for it it's not like it hurt Chase to help out a longtime customer and give me the benefit of the doubt We did dig very deep and it looks like earlier in XX/XX/2018 a payment was short of the minimum payment due because a promotion at rolled off and different interest in fees were being charged I was never aware of this and I have communicated with Chase several times but I was never aware of this charge that continue to roll over and that's why when the large payment in XX/XX/XXXX was made it didn't get me a head and take me up until XX/XX/XXXX it actually didn't even catch me up yet for XX/XX/XXXX now there have been several phone calls and one visit to the branch in XX/XX/XXXX to clarify everything that was the whole point of that visit to clarify the fraud and what my options would be with the credit on my personal credit card and when my next payment was due on the business credit card there's nothing else I could do at that point but take the teller at her word but it sounds like it wasn't to tell her it sounds like it was the system that currently is not up to date these are not my words these are a branch managers words I need to add that I did reach out to an attorney for advice and the attorney said call Chase they should be able to fix this without any problems it sounds like an honest mistake and a bad scary situation but it should be correctable I told her how these last two months have gone and she suggested writing a letter with a timeline breaking down very clearly what happened because it is confusing and when she sent this letter Chase changed my accounts and put them under her name change my address put it under her company 's address which is the attorney office somewhere in XXXX or XXXX Arizona and changed the email so that only was the letter not read and nothing was corrected but now my account had changes made to it making it harder for me to do things like call in make a payment Etc nowhere in that letter which I can provide does it say she's representing me it's just offering a solution and an explanation to what happened I then had to call her to write another letter to get everything changed back to my name and my address all of the alerts come in at XXXX or XXXX in the morning and here we are not had any luck I have not had any phone calls and I'm not surprised because Chase was not able to add my phone number to this account the branch manager was not able to do it nobody over the phone was able to do this and the notes with my phone number are never visible to the next person I speak to it's like a bad dream but my credit has been hit 10 years of working my XXXX off to keep my score as high as possible and one mistake from the teller or the system or whatever but one mistake that I can not take credit for and I'm now making phone calls on a regular basis with attorneys trying to figure out what my options are since I've been damaged to the point that I can no longer purchase the same house that I had planned. 

I don't understand why it gets to this point this could have been corrected immediately there could have been a phone call made at any time I don't blame the teller I blame the system all I want is the car to be reactivated so my credit score does not show a closed account all the fees associated with these late payments that I never knew about have been refunded to the account everybody I've talked to Believes In Me but nobody knows how to fix it I don't know what to do at this point if there's anything you can suggest I have documentation to backup everything and I apologize for our confusing it probably is to read

Company response to consumer: Closed with explanation