Consumer complaint received 2022-02-19
Company: JPMORGAN CHASE & CO.
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
I called Chase on XX/XX/XXXX and requested to cancel my XXXX XXXX credit card account. The representative asked if I wanted to transfer my account to a card with a lower annual fee, and I confirmed my desire to close the account. I specifically requested to close my account in XXXX to avoid paying the following year 's annual fee that was scheduled for XX/XX/XXXX. 

On XX/XX/XXXX, I discovered that my XXXX XXXX account had not been closed and I was charged annual fees ( the reason for my request to close my account in the first place two months before ) of {$550.00} and {$75.00} on XXXX XXXX XXXX. Three additional charges had been approved on the card after XX/XX/XXXX from online accounts that I'd forgotten to remove the credit card number from. 

I called Chase 's customer service on XX/XX/XXXX and asked them to refund the annual fees plus any interest that had accrued from those fees. I was told that the fees could have been refunded if I had requested to do so within 90 days of them posting to my account. ( XX/XX/XXXX was XXXX days past that deadline. ) After telling the representative that I was unaware of the annual fee charges because I had requested to close the account and again having my request to refund the charges denied, I asked for a supervisor. 

I reminded the supervisor that I called on XX/XX/XXXX to cancel the card and asked them to listen to the call recording for confirmation. The supervisor told me that they would investigate the matter and that I would receive a letter within 10 days informing me of the company 's decision. 

I received a letter on XX/XX/XXXX stating that my request to have the annual fees and interest refunded had been denied. I called Chase 's customer service again that day and spoke with another supervisor named XXXX. I explained my situation to XXXX and outlined the following : - I have a phone log from XXXX XXXX XXXX proving that I called Chase 's customer service on XX/XX/XXXX. That call lasted 24 minutes. 

- I redeemed the full balance of my XXXX XXXX rewards points on XX/XX/XXXX, further supporting my desire to close the account that day. 

- I averaged XXXX charges per month in the XXXX months preceding XX/XX/XXXX and paid my balance in full each month. A total of three charges were made ( unintentionally ) after XX/XX/XXXX and the only payments made to the account were automated minimum payments. 

I asked XXXX to consider the pattern of events, all of which support my claim that I thought my account had been closed as I requested on XX/XX/XXXX, and once again asked that Chase refund the annual fees and any interest associated with those charges. I told XXXX that I did not wish to close my account DURING THE TIME THAT THE ACCOUNT WAS IN DISPUTE because I didn't want to lose the {$300.00} annual credit that they apply to travel purchases if my dispute was denied. 

XXXX told me that she would process my request again but they would have to close my account in order for them to process a refund. I told her again that I didn't want to close the account without a guarantee that the annual fees would be refunded. 

Approximately ten days later, I received a letter from Chase stating that my account had been closed. 

To recap, Chase neglected to close my account when I requested to do so on XX/XX/XXXX. They then charged annual fees totaling {$620.00} on XX/XX/XXXX. I requested that they NOT close my account on XX/XX/XXXX while the account was in dispute, and they immediately closed the account against my wishes- thereby stripping my cardmember privileges paid for with the annual fees they refused to refund. 

I believe that Chase has shown a pattern of illegally maximizing their profit at my expense while I was their customer. Their unwillingness to close my account when I requested to do so last XXXX earned them an additional {$620.00} in fees, and they decided to close my account- despite my clear request to not close it - when they realized they would have to credit {$300.00} in travel charges per the terms of their cardholder agreement. This totals a {$920.00} ( plus interest ) loss for me since the day that I asked to close my account.

Company response to consumer: Closed with monetary relief