Consumer complaint received 2021-01-22
Company: JPMORGAN CHASE & CO.
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I was absolutely discriminated against and XXXX over by chase at no fault of my own. Recently I had a chase credit card with United Airlines miles. SUPER LONG story short, I made a payment. The payment was returned because I forgot to transfer the money into my bill pay account ( note this has NEVER happened before ). Over the year, I have payed EVERY bill on time, never minimum amounts but large amounts. Never late on payments or anything and over {$25000.00} spent on that card. I called Chase immediately when I was made aware of the returned payment and asked if I should make another manual payment or if Chase would re-run the first payment. I was told that " Chase does not re-run payments '' THIS IS NOT TRUE. Not to mention the fact that I CALLED THEM about my payment issue, proactively! So, because the info received was WRONG, I called again on XX/XX/XXXX because my app should XXXX  available balance, which should not have been the case. The Customer Service Agent over the phone rushed me off and told me there was " no issue with your account sir ''. ANOTHER FALSE PIECE OF INFO, as the card had been proactively canceled by chance because of the returned payment issue ( again CREATED BY CHASE due to false information given ) and no one bothered to tell me. I called and spoke to no less than 6 people and all stated that there was never a supervisor available and the only coarse of action was to request a return phone call. I was so focused on finding resolution, I told the Agent that I " would not hang up the phone until Im able to connect with someone that could help me '', and " if I need to hold for hours I would do so ''. THE AGENT HUNG UP ON ME!!! Eventually, afte several attempts, I was able to find a supervisor that was by the grace of god available. It's beyond me that a company of tens of thousands DIDN'T HAVE A SINGLE SUPERVISOR AVAILABLE ACROSS THE COUNTRY until this point. This supervisor was the ONLY helpful person and very respectfully and calmly did everything she could to point me in the right direction. She filed an internal claim because of the miss information ( and no, I don't expect to hear anything from anyone ). During that conversation, the Supervisor told me that in her ten years with Chase, she " had never seen so many accounts being closed by Chase under the pretense of potential fraud due to returned payments ''. So, got lumped into the assumption and assertion, that I was committing fraud leading to the closure of my account. Additionally, during the " Chase Review Process '', they also decided to close my account due to high balance on another card I have. I JUST PAYED FOR A HONEYMOON, COVID FORCED MY WIFE TO BE LAID OFF, but none of these FACTS matter. Chase assumed incorrectly that I was trying to work them over. FALSE< FALSE<FALSE. Chase assumed I was not above board with my relationship with them and shut me down, all while keeping in mind that until this point, THERE WAS NEVER A SINGLE ISSUE WITH MY ACCOUNT. Why would this happen when my entire account history is PERFECT without any issue. NEVER a missed payment, often multiple large payments in a single month. I will post this in as many places as possible as many times as possible to as many agencies as possible. I have filed a complaint with the US Treasury department and wont stop there until this is fixed. I GOT NOTHING BUT TIME. Next stop, Attorney General 's Office and every Chase review platform I can find.

Company response to consumer: Closed with non-monetary relief