Consumer complaint received 2015-07-08
Company: JPMORGAN CHASE & CO.
State: NM
Product: Credit card
Issue: Billing disputes

Complaint:
For a number of years I have held an open Southwest Airlines Visa credit card, always in good standing, serviced by CHASE credit card services. Earlier this year I contacted CHASE services requesting the {$59.00} annual fee be waived. I was advised such action was not an available option. My account would remain active through XX/XX/2015 ; upon renewal in XX/XX/2015 I would then need to make a decision but would enjoy cardholder privileges until then. 

The night of XXXX XXXX I phoned CHASE services and spoke with XXXX regarding document XXXX I received via USPS. She advised she was not familiar with the specific changes to the above referenced credit card and requested I remain on hold until she could confirm accurate information accordingly. 

The document advises the annual membership fee will increase to {$69.00} effective upon renewal and will be billed on or after XXXX/XXXX/2015. It continues specifically stating : '' The change takes effect XXXX/XXXX/15 ... You have the right to reject the change in the Revised Terms table. If you want to reject this change, you must contact us by XXXX/XXXX/15. " I clearly communicated I chose to reject the offer, but my understanding was that service would remain active until renewal - XX/XX/2015. She initially confirmed, but then put me on hold to enquire, returning to advise in the contrary, that the account would be immediately closed referencing document statement " However, if you reject this change, you will not be able to use your account for new transactions and your account will be closed. " Very confused, I asked why only 8 months into the paid annual term I would have to cancel the card as opposed to at renewal. I advised her of my prior enquiry with CHASE card services advising me the card will be closed upon renewal, not earlier, if I am not agreeable to paying the annual fee. 

She advised I can cancel any time up to XXXX/XXXX/15 to close the account and avoid being charged the increased annual fee. When I stated this information clearly contradicts what the document reads " If you want to reject this change, you must contact us by XXXX/XXXX/15 '' she repeatedly stated I can cancel up to XXXX/XXXX/15 by contacting CHASE services or I can cancel now and the account will be immediately closed. I repeatedly asked for clarification regarding the early cancellation clause and discrepancies between her instruction & document statements but no plausible explanation was put forward. 

I then reluctantly stated I will cancel at this time as the document states the offer must be rejected by the given date and it does not reference any information she is providing. I then asked when my {$59.00} annual fee will be returned but she advised it is nonrefundable as I am voluntarily canceling the account beyond the 180 day grace period??? 

I responded that I certainly am not voluntarily canceling early ; CHASE clearly states I must decide in advance, by XXXX/XXXX/15, if I 'm agreeable or refuse to an increased annual fee of {$69.00} to be effective XXXX/XXXX/15. She then states again I do not have to cancel until XXXX/XXXX/15 and advises me to read the card agreement. Reading the agreement, it clearly states change is allowable, specifically referencing the APR which is tied to changes of the Prime Rate and terms/conditions i.e. late payment, cash advances, etc. 

No statement is in the agreement that advises, or remotely implies, that the forthcoming annual fee upon renewal is subject to increase at any time during annual term otherwise CHASE initiates early termination of the account & services already paid for without reimbursement. 

CHASE, is attempting to retain banked membership fees without honoring its responsibility for services paid for in advance. This entire agreement change is its initiation and exploit. Clearly, CHASE can not terminate my account early, retaining fees, simply because I am not willing to renew in advance.

Company response to consumer: Closed with explanation