Consumer complaint received 2018-01-22
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
Hi, Very much disappointed and frustrated with the unsolicited and unfair closure of chase XXXX  credit card. I came to know that it has been closed on XX/XX/XXXX via a mail by Chase. The reason cited is " We are closing your account because only merchant credits have been used to satisfy the balance on your account for 3 consecutive months. No other payments have been received. We are closing your credit card account ''. The letter also stated that " We sent you a letter last month ( which is XX/XX/XXXX ) telling you if this activity continued, your account will be closed ''. I was very surprised and sad with this. I spoke with customer support over phone for a long time, and they told me that it is bank 's policy/decision, so they ca n't make any changes. According to them, they sent me a letter on XX/XX/XXXX, which I did not receive and on statement closing date, XX/XX/XXXX they decided to close the account. I do have {$220.00} due on XX/XX/XXXX due to the purchases I made in XX/XX/XXXX. 

Please see the attached Decision letter from Chase on XX/XX/XXXX. 

My concerns as well as queries which the customer support could not answer!!! I am holding for last few years and have an excellent credit score. Never been late on any payment. I made few purchases from XXXX, some of the items were not delivered ( lost ), and couple of items I returned, so eventually there were merchant credits. The items which were lost ( due to delivery issues ), XXXX returned the charges, which I guess is not my fault anyway. Regardless, I made purchases in XX/XX/XXXX and that led to > {$200.00} due on XX/XX/XXXX. The bank is letting me know an important information on XX/XX/XXXX via mail which takes at least 5 business days to arrive, so I would have got that on XX/XX/XXXX. I did not receive the letter. I am very annoyed and disturbed by this weird timelines- 1. Letters get missed or not delivered specially during holiday seasons. Does Chase believe no letters/mails get misplaced or lost? How come they are giving only couple of weeks ( XX/XX/XXXX-XX/XX/XXXX ) of time to the customer before a major decision like closing the account is made? 
2. I made purchases on XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXX on XXXX, but few items were not delivered/misplaced and couple of items were returned. So XX/XX/XXXX credited that back. It is not like whatever I purchased I returned everything. Chase is not taking that into consideration about not delivered items/lost items, then how can they make a major decision of closing account on merchant credit story!!!. 
3. A customer like me, who never had any late payment/any interest on this account. Credit score is excellent. Does that customer deserve only 1 notice of 2 weeks about this major decision of closing the account. It will hit my credit score badly!! If this issue was that urgent, why ca n't chase let me know that in little more advance instead of on XX/XX/XXXX. 

This timeline of activities is very weird, and also not directed towards customer friendly attitude. Do n't you think the customer needs to know little more in advance and have at least a month or two before closing the account? I am very annoyed with this whole situation and mentally devastated. I still do not understand what I did wrong that the credit card account got closed!!! Looking eagerly to hear back from you soon. 

Thanks XXXX

Company response to consumer: Closed with explanation