Consumer complaint received 2021-07-16
Company: JPMORGAN CHASE & CO.
State: SC
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:
On XX/XX/XXXX I charged {$780.00} and on XX/XX/XXXX while reviewing my charges on the Chase App, it offered a XXXX to break up the charges over 6 months for a fee of {$3.00} and it said if the full statement balance was paid off, there would be no additional fees. I called Chase today ( XX/XX/XXXX ) because I paid off the statement balance of my card on XX/XX/XXXX but Chase continued to charge me {$3.00} on XX/XX/XXXX and again on XX/XX/XXXX ( and will likely charge the final {$3.00} fee on or about XX/XX/XXXX ). I talked to a male Chase CSR who transferred me to XXXX in the XXXX Department ( I asked for an identifier or some other way to identify XXXX if he's not the only XXXX employed by Chase but he refused to give any further identifiers. XXXX did disclose that his supervisor is XXXX but said she was not available. At XXXXXXXX XXXX XXXX, he also said no other supervisors were available and at XXXX XXXX XXXX he acknowledged that he was refusing to escalate this. ) Prior to this, XXXX acknowledged that I made a payment in full on XX/XX/XXXX, so I read the XXXX  FAQ to him that says " Once a XXXX XXXX XXXX appears on your statement, you can pay it off early without any penalties by paying your full statement balance. If you want to pay it off before then, you can pay your current balance. If you pay off a plan early, you won't incur any future fees for that plan. '' He said he tried to return the fees but the system would not let him return the fees. I told him I would like to escalate this since Chase 's own FAQ says I would not be charged if I paid my statement balance in full and he refused to escalate it and then backtracked and said he did not say I paid it in full, which the recorded phone call will definitely show he did agree that I paid it in full on XX/XX/XXXX but Chase still charged me {$3.00} on XX/XX/XXXX & XX/XX/XXXX ( why else would be attempt to return the fees if he did not agree that I had been charged the fees in violation of Chase 's terms? ). 

I looked at the Chase App today and there are certain charges on my current statement where Chase offers XXXX for " {$0.00} fee and no interest '' but XXXX said all XXXX 's have fees. I explained I had screenshots of more than one charge on my current statement with offers of no fees and no interest and he said he didn't know how that was possible. Later in the call he changed his story and said maybe I had a special offer but that is contrary to what he previously said and what the male CSR said earlier on the call. I explained to both of them I selected a XXXX XXXX XXXX  a few minutes before I called for a charge to Enterprise and it said " {$0.00} fee and no interest '' - I asked both of them to confirm I was not going to be charged a fee and both said they could not give me that information. I also explained that nothing on the App shows whether a charge is on a XXXX. 

When XXXX backtracked on his prior acknowledgment that I'd paid the balance in full, he used the term " ending balance '' and I pointed out the FAQ said " statement balance '' not ending balance. He said he couldn't help me any further since he couldn't return the fees and asked if there was anything else I needed. I said " Yes! '' and that I needed help understanding the difference between statement balance and ending balance but he hung up on me / disconnected the call anyway. 

Clearly the information Chase provides consumers is inconsistent and misleading, so much so that none of the Chase employees I spoke with this evening ( a total of 4 ) gave me the same story. [ I first called to dispute the multiple {$3.00} charges because I thought the vendor was charging me and the App wouldn't let me dispute the charge. I spoke to a female CSR and asked her to initiate the dispute but the system wouldn't let her either. She transferred me to the Dispute Dept who couldn't initiate the dispute either, so she talked to her supervisor and then told me I had to be transferred back to Customer Service. That's when I talked to the male CSR who escalated it to XXXX. ] I'm concerned about the charges Chase imposed after I paid off the statement balance and I'm also concerned that I'll be charged fees for the Enterprise charge I put on XXXX  before I talked to XXXX, who said they all have fees, even though their disclosure says there will be no fees.

Company response to consumer: Closed with explanation