Consumer complaint received 2016-11-03
Company: JPMORGAN CHASE & CO.
State: OR
Product: Credit card
Issue: Delinquent account

Complaint:
I have had an Amazon.com card through Chase Card Services. XX/XX/XXXX, I signed up for a program called a Balance Liquidation Program. This is a program that gives me a 2 % interest rate as long as I make on-time monthly payments. The terms of the program stipulate that if I miss XXXX payments in a row, the account will be charged off. I made my first successful payment XX/XX/XXXX and set up recurring payments so that I would not have to monitor the payments every month, as I am a new mom who works full-time and has a lot on my plate. XX/XX/XXXX, I received a call from Chase saying that my payment was returned to them. I verified my account number with them and it turns out they had incorrectly entered my account information, causing the payment to be returned. I made a payment over the phone at that time and, again, set up recurring payments with the representative. Again XX/XX/XXXX, I received a call stating that my payment had been returned. Again, I paid right there over the phone and verified my account number again with them. I was assured that their system has now been correctly updated and this would n't happen again. XX/XX/XXXX, I received a call from a Chase representative letting me know that both my XX/XX/XXXX and XX/XX/XXXX payments were returned and that I needed to make a payment immediately to avoid a charge off. I was obviously frustrated, since this had happened several times already, and I offered to, again, pay over the phone at that time. The representative told me to go to a Chase branch and make a payment instead of paying over the phone. I asked him several times, " Are you sure I ca n't just pay over the phone? '' He assured me that it would be best to go into a branch and pay. I did that, but the account had already been charged off. When I called Chase to complain, I told a supervisor that I had been told by a representative to go into a branch and make a payment. She said that he should n't have said that and that they would do a call review to see if that is what was said. She told me that if he said that, they would correct it. She told me she would personally call me back when the call review was done, but I never heard from her again. The next call I received from Chase was from another representative attempting to collect money on my charged off account. I have talked to several other supervisors and they have said that they can only reverse the charge-off that is on my credit report if it was bank error. I have a letter from my credit union stating that they never received any requests for payment from Chase XX/XX/XXXX or XX/XX/XXXX and that I had sufficient funds in my account during that time to have made my payment of {$130.00}. I have asked Chase if I can listen to my calls that have been recorded to show that I gave them the correct banking information but they told me I would need a subpoena to do that. It is clearly their error, if they have been able to successfully deduct funds from my account over the phone, but then never sent requests for payment to my bank to keep me enrolled in the program. I have corroborating evidence from my bank stating that they never received any request for payment from Chase XX/XX/XXXX or XX/XX/XXXX and that I had sufficient funds in my account.

Company response to consumer: Closed with explanation