Consumer complaint received 2020-07-19
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Hello, I am sitting here writing into the CFPB at XXXX on a Saturday night, and I hope that is enough to tell you that I am not in the best mood. I have XXXX sellers harassing me for payment and threatening to cancel orders on literal one-of-a-kind priceless coins, gemstones, and antiques. Or about as near to priceless as it gets ( is a XXXX coin, part of a roll of XXXX, that I purchase for {$200.00} ( the entire roll ), enough? ). Please see some of the screenshots of these items. An XXXX civil war token in gem mint condition?? Thats one coin on a roll of 50 that has been wrapped since the XXXX ( the seller is a XXXX year old gentleman, whose mother recently passed, and he rolled them with her sometime in the XXXX ). And thats one roll of probably 20. And you are messing with that. This isnt a replicable business opportunity. Will this guys mother resurrect, the pennies she wrapped ( and her son already sold to other people ) magically appear again, and then suddenly die again? Frankly, you have been tampering with my ability to buy other rolls of priceless coins from this guy and others ( who has no clue - he is just selling moms old coins. He knows theyre valuable ; however, I doubt he would be selling them for {$100.00}, much less {$10000.00} per roll if he knew what the contents were truly worth ). And before you ask, yes, I did a trial run. These rolls are the real deal. Very hard to find and all original ( no fake ends/decoy/inauthentic original bank wraps ). There is also a seller on XXXX who goes by the ( redacted so you dont steal my ) - and occasionally puts about 30 rolls of uncirculated gem mint CC XXXX, XXXX, from the XXXX federal reserve vault. And nobody knows this guy because he only puts items up every few months ( part time seller, also buys casually ). 

And I am missing out on XXXX XXXX XXXX ( federal reserve bank ) wrapped rolls of {$20.00} gem mint XXXX and XXXX XXXX dollars for only $ XXXX per roll ... do you have any idea what a XXXX XXXX XXXX is worth in gem mint condition ( XXXX and higher )??? A minimum of {$5000.00}, each ( 20 coins per roll, 30 rolls - you do the math - every increase in grade is a double in price, at least ).  And thats net profit, not gross. 

Thank you, Chase, you just XXXX me out of {$400000.00} ( not counting the priceless rolls of civil war tokens and XXXX XXXX XXXX cents in amazing condition that my seller may cancel, as well as the ones i wouldve bid on if I had the ability to use my own XXXX money ). This is unacceptable. 


Anyone familiar with Pavlovian psychological principles will likely understand how varied intermittent reinforcement creates a particularly toxic cycle, especially when finances are involved. Chase, you have robbed me of my stability, through no fault of my own. You have sat back and smooth-talked me while I have kicked and screamed and begged for help. You are an XXXX, and I am the victim. And to everyone who witnessed this XXXX, inside and/or outside of this corporation, and did nothing to stop it or intervene : XXXX you. Im XXXX. Youre going to reimburse me not only for the lost business opportunity this evening ( conservatively XXXX XXXX dollars in rare coins that I could have purchased for $ XXXX {$2500.00} and did not because I had next to no confidence in my liquidity, yet some courage to try to use my own assets ... imagine how ridiculous that sounds ... courageous ... and use my own assets next to each other ) .... but thats what chase is doing.. this has been going on for months - I wrote this allegation in my first complaint to the CFPB. I write about how I had no XXXX idea what the heck Chase was doing/where they were involved/implicated in this entire ordeal ; however, I make it clear that it was near impossible to get in touch with them, despite many attempts to do so, and that for, going on three months at that point, possibly almost four ( this was XXXX ), that I had been unable to use my card and access my account. And when I did get in touch with them, I got employees who ultimately shipped my credit card to the wrong address ( my parents house, 1000 miles away .... where I havent lived or frequented for years ). If my address werent made clear the first time they shipped my card to the wrong address in XXXX ( my current address in California is what I entered into the application as my shipping/billing address ), it was more than clear the second time I asked it to be shipped to my address here in California, and they still shipped it to my parents house. In fact, I believe that this was done to spite me because the last employee with whom I spoke before this mistake occurred ( again ) was particularly rude and XXXX.

This issue with the shipping alone ultimately took about two months to figure out, during which, I was unable to pay the card, because I had no account information ( and no card ) with which to log into the app/give representatives to pay ... These past few weeks it has been reasonably easy to contact chase ( considering I now have a direct line to the executive office, given the nature of this ordeal ) ; however, before literally having a line to an executive director at chase, it was virtually impossible to get in touch with them through the phone number on the back of the card. Please, whomever is reading this comment, call the number : XXXX. This is the domestic line given to contact chase card services on the back of the amazon prime rewards Visa card. Call it ... ... go ahead. Im serious. Give it a try, and what happens? If youre one of the lucky ones, you might catch their phone menu on a good day, and you may actually be able to interrupt the minute-long readout of your balance and other information that you already know ( and involuntarily have to listen to every time you push a button/call ). If you catch it on a bad day .... hahahahahahahahahahahahahhahaahahahahhahahahahahahahhahahaahhahahahahhahahah Sorry. That was inappropriate ; however : Good luck ( is all I have to say )! Welcome to the fresh XXXX of only being given the option to make a payment ( on a card for which I can not provide the number, because I havent gotten it ), hear account/balance information, and a whole bunch of other useless automated features that do nothing to solve complex issues, like the ones that customers call in to speak with a human being to fix. Its not like your reps are much better than the automated menu, tbh, though. And thats not to insult them as people. That is to say that they are more intelligent and can be given more power and more responsibility to help the consumer ( and they should be given this power/ability ). 

Half the time that I call, I need a real life solution, because life is constantly changing, and a company that wants to keep me as a customer needs to keep up with me or Im going to switch. Its clear your programmers have no XXXX idea what theyre doing, and your entire organization is suffering as a result. I can imagine my past suggestions were taken with derision and unwillingness ( regarding the nature of your systems programming - I know how arrogant, stubborn, and prideful these types of individuals can be ). Put your XXXX pride aside, and you need to reconsider those suggestions or ( frankly ) fix it however the XXXX you want to fix it. Just get it done, and then take some XXXX accountability for the past 6 months of XXXX. 

This card has been a liability ever since I took it out. I opened it with the intent to finance some purchases in order to make my finances stretch a bit further ( due to lack of access to additional academic financial aid for complex reasons ; however, this inability to obtain aid was through no fault of my own ). This time was a crossroads for me/my life ( XXXX, end of XXXX ) in that, I had been paying for school and living expenses as much as possible ( offsetting them ), with {$21000.00} I had in savings. And I started spending that gradually around 3 years ago. About a year ago, I did some calculations and determined that rate at which I was consuming capital ( and the future problems I knew I would have getting financial aid ) necessitated that I make an alternative plan to obtain the capital I would need. 

When I started this process, I took out the amazon prime rewards visa,  due to the fact that I needed a laptop and some other essentials and was going to use it to finance these purchases ( w/ the 0 % apr opening offer ). I rarely take out any type of credit card ; however, when I do, I think the timing, the type, and everything else put about the card before I apply. I thought these things out far in advance. 

When XXXX rolled around, I had been having problems with my amazon card ever since taking it out and had yet to be able to work/get in contact with chase in any serious capacity to fix these issues, mainly because they kept shipping my card to the wrong address and it was so difficult to contact them through phone and/or online ( online and in app were not doable because I didnt have my account info until late XXXX, when they finally managed to ship my card to the correct address ). 

At that point, when I requested the new card after they shipped it to the wrong address, I wasnt too worried about my credit score dropping from the high utilization rate in XXXX, because I was confident that I could call chase after the fact, and they could reference all the calls I made and all the trouble I had getting my card and setting up my account. And I assumed ( incorrectly ) that they would be reasonable and understand that their end is screwed up and that I did everything I could to fix it on my end. No one is sorrier than I am that you all XXXX this up for me ... believe me when I say that I wish we never had to meet. 

On a related note, your phone menus XXXX ( how is it NOT criminal to put people through this?? I am a XXXX XXXX, and I actively work with various XXXX XXXX XXXX and XXXX XXXX. I have an extensive background in XXXX XXXX XXXX XXXX XXXX ; and, your engineer ( s ), the ones who designed this system for you, Chase, are the same people who have cheated off me my entire life. Im not going to hesitate to insult them ; because, frankly, theyre XXXX XXXX, and they should be fired, because they have consistently failed to perform at their jobs. Idk if their families paid their way through school or spoiled them too much or what .... frankly, I dont care, and its not my business to care. The point is that your system doesnt work, and I have lost money ( and FAR more important things than money ) because of this continued malfeasance. Its continuing to add up, Chase.

Company response to consumer: Closed with explanation