Consumer complaint received 2023-10-16
Company: JPMORGAN CHASE & CO.
State: WA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Credit card company forcing arbitration

Complaint:
On or around XXXX, I logged into my Chase online account. 

When doing so, I was presented with a couple documents I had to agree with to continue- a Digital Services Agreement and a Online and Mobile E-Sign Disclosure and Consent Agreement. 

One or both of these have a forced-arbitration agreement. 

Obviously, you can opt out of the forced-arbitration agreement. 

On page # XXXX of the Digital Services Agreement XXXX XXXX XXXX XXXX XXXX it says : Can I ( customer ) cancel or opt out of this agreement to arbitrate? 

You have the right to opt out of this agreement to arbitrate if you tell us within sixty ( 60 ) days of accepting this Agreement. Requests to opt out of this Agreement that are made more than sixty ( 60 ) days after the initial acceptance of this Agreement are invalid. If you already have pending litigation or arbitration against/with us when you accept this Agreement, any request to opt out of this arbitration clause will not apply to that litigation or arbitration. If you want to opt out, go to the Legal Agreements and Disclosures section of your chase.com or jpmorganonline.com profile or on Chase Mobile or JP Morgan Mobile. Otherwise this agreement to arbitrate will apply without limitation. Opting out of this agreement to arbitrate will not affect the other provisions of this Agreement. If you validly opt out of this agreement to arbitrate, your decision to opt out will apply only to this arbitration agreement and not any other arbitration agreement So, having read the agreement and being a knowledgeable consumer, I went to the Legal Agreements and Disclosures section of [ my ] chase.com profile..

Unfortunately, no option to opt out is present here.

I then scoured the chase.com site for any option to opt out anywhere on their site. No such option is available anywhere on their site.

So, I sent them a secure message, via their secure message center, asking where this option was.

I was told to submit this option in writing to some XXXX XXXX XXXX I believe. 

When I pointed out that the above-referenced text says I can do this online, I was told to download the app and do it through there. 

I advised I was not downloading any such app and I again told the rep to opt me out of this arbitration agreement, per my right. 

I was then told to call some XXXX # to opt out. 

So I called the XXXX #. 

The first rep I spoke with had no idea what I was talking about - she thought I was trying to turn off my online access or my XXXX authentication. After speaking with her for ~ XXXX minutes, she transferred me to a number that disconnected me. 

I called back and spoke with a XXXX rep who also had no idea what I was talking about but after checking with another department informed me that we are no longer able to opt you out once you have accepted the agreements. 

I then asked to speak with a supervisor who supposedly filled out the form to opt me out. 

All said and told, I was on the phone for ~ an hour. And having spoke with ~ XXXX people at this point, most of whom just pawned me off to someone else, I had little faith in my opt out request being honored. 

So, I sent another message via the secure message center asking for confirmation that my opt out request was completed and was successfully submitted. 

I AGAIN got back a message referencing something other than the current agreements that I am trying to opt out of.

All said and told I have now spoken with : * 3 people over the phone * 9 or 10 people via the website * 0 people who could provide me the link of where to opt out on the website * 3 people who referred me to an app * 2 people who referred me to a phone call * and 1 person who told me to go into a branch None of these people seem to know what they are talking about, and I have less-than-0 faith that my opt out request has been honored.

Company response to consumer: Closed with explanation