Consumer complaint received 2021-01-19
Company: JPMORGAN CHASE & CO.
State: MT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I had been struggling with Covid-19 related circumstances. As a result, I was working with Chase Bank as part of their covid relief payment plans. 

I had spoke with XXXX and his supervisor in early XXXX ( XXXX ) regarding my situation with my credit card accounts. It was determined as part of my covid-19 relief plan my credit card would be reactivated once I had made the {$840.00} payment, I just needed to call the credit card service line and inform them of the notes XXXX had made on the account. 

So, in the following days ( about XX/XX/XXXX ) I spoke to another employee with the credit card department regarding the covid-19 relief before I had made the payment. I was told that they would look into it ( I believe the supervisor 's name was XXXX XXXX and in the meantime to not pay until they had pulled the recordings and the situation was resolved. 

I spoke with yet another supervisor XXXX XXXX XXXX after they had reviewed the phone records. He told me that there was no agreement, so I had requested the recordings. XXXX told me that he " does not lie, cheat or steal '' and there was no agreement. 

I then filed a complaint with a regional branch in Idaho, as I would be transferred from department to department. After I filed the complaint, I was told that my credit card was closed and that XXXX was not a Chase Bank employee, because my debt had been sold to a third party. I asked how they were able to see my account information and she that they couldn't, which didn't make sense because XXXX was able to view my information and set up payments. I argued this point and was told that " we were going round and circles '' and " Chase would never make that agreement. '' I then received a call from the complaint division several weeks later and was told that it was impossible and there was nothing that could be done. I tried explaining my situation and was left with the impression that my debt had been sold and I wasn't speaking with Chase Bank employees and my account was permanently closed. At this point in time my credit card had continued to accrue interest, late fees, and derogatory marks on my XXXX XXXX. I was then forwarded to XXXX who had no recollection of the conversation or the notes he had on my account. 

Seeking to remedy the situation around XX/XX/XXXX, I went to the Chase Bank in XXXX XXXX, KY to explain my situation. Where another complaint was filed but with a different office. 

I had called Chase Bank Credit Card XXXX XX/XX/XXXX XXXX services to explain my situation and make a payment, while the complaint was being investigated. I was told by the Chase Bank employee that my credit card would be reactivated and reinstated from its closed status ; the second time I was promised this. So, I paid the {$1300.00}. 

In the following days, I spoke with complaint department. We decided to escalate the complaint to the Account Executive Office, since there was nothing that could be done. I spoke with the AEO representative and they would look into the matter. A few days I received a call, saying that they would honor the agreement made in XXXX and restore me to my previous position, including my Credit Score. I sent them the email as requested. 

On XX/XX/XXXX, I noticed that both my credit score limits were decreased and another account. So I called the Chase Credit Card line and was told this was a reflection of my credit score, which was supposed to be corrected.

Company response to consumer: Closed with explanation