Consumer complaint received 2021-12-20
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
On XX/XX/2021 I recieved a promotional email from Chase Bank regarding a purchase I had made for {$1800.00} on my Chase Freedom card. It said I could pay this off without interest if I set up a My Chase Plan, a monthly payment plan of {$160.00} for 12 months. This sounded good so I looked at email and clicked on plan for {$160.00}. I believed there would be a further screen where it asked me to confirm my choices and set up the plan, but no further screen appeared. I did not realize I was enrolling in the My Chase Plan just by preferring the {$160.00} to other plans mentioned. 
Later I figured out that in addition to monthly {$160.00}, I would still be paying my minimum monthly payment on the card, so actually I was looking at {$300.00} per month payment. 
I realized I might not be able to afford to make the monthly payment so I called Customer Service while offer was still in process and I believed not finalized. 
After multiple calls and being put on hold for longer than 90 minutes I reached a representative who did not know how to help me. When I told her I might not be able to pay {$300.00} a month she read from the FAQs, which said, if you can not make a payment, no worries, it will be added to total. I asked if there were late fees, she didnt know. I asked if I could do this every month. She didnt know, but tried to sound positive by saying Actually it looks like you dont have to make payments I was confused at this point, it didnt sound accurate. She said she would put me thru to a supervisor. This was another 90 minute plus wait on phone..and I never got to speak to anyone, because by this time I had arrived at my local Chase Bank and I asked teller if he could help me. The teller listened to my questions and admitted that perhaps there were late fee for missed payments but he wasnt sure. He said a Banker would be able to help me. I was still on hold with Customer Service, but teller told me to speak with Banker to get this straightened out. So I reluctantly hung up phone after being on hold for over 3 hours, waiting to speak to a supervisor. 
The banker could not help me. He was unaware of My Chase Plan and said I needed to speak to someone in Lending. But he provided no further information on how to do so. Then he told me to call Customer Service number on back of the card. This was the number I had made multiple calls and been on hold for 3 hours plus.

I think this is Fraud for several reasons, the offer was not clear and did not provide a way for me to confirm my choices and did not disclose that I was making an agreement to pay the {$160.00} per month. The My Chase Plan did not disclose that I still would be making minimum payment in addition to My Chase Plan. The online page did not provide a way to edit or change my preferences. I did not realize by stating my preference for {$160.00} that I was entering into an agreement. The Customer Service Reps are actually for most part unavailable and unreachable. When you do reac someone they do not know how to help but instead tell you misleading information such as You Do Not have to make payments. The teller at Chase Bank encouraged me to hang up on Customer Service so a Banker could help me. The banker could not help me, he had no knowledge of offer and referred me to another department. 
I do not think this systematic run around is just a coincidence, rather it is a fraudulent scheme set up to ensnare consumers. Actually there is no customer service dept at Chase, its just a rip off. I may have made a mistake by clicking on {$160.00} option, but everyone I spoke to at Chase made a mistake, told me inaccurate information and wasted my time. 
I would like out of the My Chase Plan, as I believe I was treated unfairly, and fraudulently

Company response to consumer: Closed with explanation