Consumer complaint received 2023-09-14
Company: JPMORGAN CHASE & CO.
State: DC
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I received my Chase Sapphire CC in late XXXX with a {$5000.00} credit limit and made my first purchase on it on XX/XX/2023. I then used it while on vacation in XXXX. While on vacation, I made a partial payments of {$500.00} each that were reflected on my chase mobile app on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX or XXXX when I noticed my credit limit was not reflecting the payments made and received on my Chase transaction statements, even though my bank account showed the transactions as complete, I called Chase. I was told that the multiple smaller payments I made were suspicious and that is why they were not updating my credit limit. When I asked them why paying off my credit card in any amount was " suspicious, '' since this is what I have done on all my other cards before with no problem, they said they needed to make sure my financial institution had the funds. When I told them that made sense for the XX/XX/XXXX payment that I had just made, it did not make sense for the other 3 as the funds by that point had already been taken out of my bank account days before. 

They gave me the runaround and so did a supervisor who said it would take SIX DAYS for my account to reflect the payments. Now this was a Thursday before a weekend and they were telling me my payments made all the way back to XX/XX/XXXX would not be reflected until the following Tuesday or Wednesday on XX/XX/XXXX or XXXX. And they were right. My available credit and spending amount were updated almost a full week after calling them and over a week since my payments were taken out of my checking account. 

They essentially had taken my money from my bank account and held it for themselves for over 1-2 weeks. I have never heard of such a thing and their explanations did not make sense. When I first got the XXXX XXXX, XXXX XXXX was notorious for posting payments late, but it was never this bad ( they also have improved greatly since ). When I asked for further clarification and how this made any sense to them, they just said that was all they could for me. 

Now, this month I decided to pay off the entire credit card balance in one fell swoop/payment. I made over a {$4000.00} payment on XX/XX/XXXX. My personal checking account shows the transaction as complete and I no longer have those funds in my bank account as of XX/XX/XXXX. My Chase account shows the payment as complete on XX/XX/XXXX in my payment activity tab ; however, as of today XX/XX/XXXX, my available credit is still the same as it was before. I get it may take another day, but if the funds left my financial institution yesterday and were deposited with Chase, why in the world would it take them so many days to reflect that? 

Even on my last statement from Chase for XXXX, which I have attached, it states in tiny writing that if payment requests made electronically through their website of customer phone lines are received by XXXX XXXX, " we will credit your payment as of that day. '' Otherwise, they credit it as of the next calendar day. THAT IS NOT THE CASE HERE either for the first 4 payments made in XXXX, nor for this most recent one made on XXXX XXXX and completed on XXXX XXXX.

Company response to consumer: Closed with explanation