Consumer complaint received 2022-03-02
Company: JPMORGAN CHASE & CO.
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
I have been attempting to resolve a matter involving my Credit Card with Chase Bank. During our conversations, I attempted to find more information regarding the CCPA ( California Consumer Privacy Act ) process and the steps needed in order to successfully complete a CCPA request. Once I brought up the CCPA, the supervisor I was dealing with went to ask about the process, stated only attorneys can access CCPA information, when I asked why that process is different than Chase.com she stated because it was an internal policy. They will not provide the policy, instead she went to another supervisor to get an address to send a Subpoena too, which is not how Chase Bank CCPA policy details the steps. I called back for further assistance, spoke to another manager, they stated the same thing regarding attorney subpoena, but gave a different address. Neither were the correct address, no policy provided, misleading information was given and false information was given. Below are some of the recent calls I have had with Chase and the CCPA and in those calls are voice recordings that will show they violated my consumer rights. 

XX/XX/2022 XXXX : XXXX XXXX XXXX needed, no other method of getting CCPA information, would not provide policy or a method for me to obtain CCPA information. 

XX/XX/2022 - XXXX XXXX Subpoena Policy : Stated I needed to request information through Subpoena. Stated it was policy. Could not provide policy. Stated she didnt have the policy and she was piggy backing off what I said, and what another supervisor said ( Supervisor XXXX XXXX *Now she is looking into the policy Attempted to give me a DIFFERENT Address than prior Supervisor XXXX and the CCPA line different number. 

- XXXX XXXX : Sent request for call log for auto pay and issues reported for delinquencies XXXX XXXX provided the incorrect information, went to ask other supervisors for clarification, got back on the phone and pretended she could not hear me, she disconnected the call on purpose to avoid furthering the CCPA Violation - XXXX : Submitting call to be reviewed for wrong information which resulted in the incorrect call being listened too. 

- XXXX : XXXX Very helpful, was disconnected from prior lady, XXXX directed me over to the below : XXXX offered this information : Payment Team : Will handle payment issues Problem : Try to get online, cant access, call in get access, still cant do autopay, call back in told payments are made and autopayments are on, payments are made 2-3 then no autopay. 

Problem : Cant access online, not getting monthly statements Online Access : Still can't set up autopay - XXXX XXXX : " Does this need to come from an Attorney '' : No, never heard of any internal policy requiring an attorney or subpoena. 

XXXX walked me through online payments, verified I cant do recurring XXXX provided the following to gather CCPA information : For CCPA : Write in Executive Office Executive Office XXXX XXXX XXXX XXXX XXXX XXXX XXXX OH XXXX What will writing this office do? Rights being violated, assign a Case worker, will work through investigation. 

CCPA : XXXX Once I submitted a CCPA request through the portal, once I googled it, my account showed no submission. Called in to verify the submission after I could not gain access through online portal. Request did not show in system, the man sent a back end request and said I could follow up. I received the CCPA Request and it was denied, with little information other than " an Exemption '' exists. 


Called CCPA for more information and to find out why.

Lady Name : XXXX XXXX with 4 people, all of which had no idea about CCPA, and transferred me around, 4th lady had no clue about CCPA but said she would find out who can help She then came back and said she could assist XXXX hours in. Chase Bank did not protect my Identity and asked after over XXXX hour later if they could verify my information. I addressed this over the recorded line. The 4th lady submitted a registration request, not what I wanted, then an error occurred again online, I could access portal but error read " ..This part of our site isnt working '' and I have received this many times in the past, lady frustrated, says she cant help, then hangs up on me. 

Next Caller : XXXX XXXX MI Looking into the call review for last call, maybe call with XXXX  manager, call review in place. 

I can't access through the online portal, XXXX XXXX can't access or assist in providing information, XXXX stated my only option would be to hire an attorney to subpoena the information, which is not part of their policy anywhere online and no supervisor has been able to produce the policy so I can read it to be informed. 

Subpoena Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation