Consumer complaint received 2022-08-25
Company: JPMORGAN CHASE & CO.
State: ID
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My husband and I have a Chase Bank XXXX Plus VISA Explorer card. The fee for this account is {$95.00} a year. 

Around XXXXXXXX XXXX XXXXXXXX on XX/XX/2022, I was helping our son place an order for a new phone on our XXXX account. As part of the checkout process, I entered the payment information for our Chase XXXX Plus Explorer card. 

After I hit the button to complete the transaction, the XXXX website showed that the transaction had been declined. 

This was very confusing since our XXXX account is on autopay and it charges to this VISA card every month and has done so for many years. This is clear on the attached statement. 
I checked my email, and found an email from Chase asking if the charge from XXXX was a valid transaction. I definitely clicked the option confirming that I recognized the transaction. My son was there and confirms that I selected the green Yes, I Recognize It option. The last thing I wanted was for the account to be canceled. I also got a text asking the same question, and I gave the same reply. 

Unfortunately, it appears that the Chase system glitched and mis-entered my reply. It flagged the account as having been compromised and closed it, even though it was not compromised, and we never indicated it was. 

My son and I completed the transaction using a different card since we wanted to be done placing the order. 

Afterward, I was concerned because I did not understand why Chase had indicated the transaction might be fraud, so I called them to ask. Only then did I discover that they had canceled the credit card because their system had flagged the transaction as fraud. They claimed that I had reported it as fraud. This is simply not true. I am the only one who received the inquiries about the transaction, so nobody else could have reported it as fraud. AND I DID NOT DO SO. 

I requested that they undo their error, since canceling the card and replacing it requires me to contact a list of vendors who bill monthly to update them with new card information. They indicated that the cancellation of the card was final. The only thing they could do was expedite the delivery of the replacement card. This really does not help. 

As a result of their error, I will now have to contact a full page of vendors to provide them with the updated billing information. I have had to do this in the past, so I know it takes between one and two hours of my time to complete this task. It must be done during working hours because that is the only time many of the vendors who need to be contacted are available. My billing rate is a minimum of {$100.00} an hour. 

Surely, Chase could not believe they have no responsibility to treat customers fairly when the customers are seriously inconvenienced due to a Chase Bank system error. 

In addition, I am distressed to think that if I had not called, we would not have known that the card had been canceled. We never received any notification from Chase that they had canceled the card. Do they really have no responsibility to notify customers when their cards have been canceled?

Company response to consumer: Closed with explanation