Consumer complaint received 2021-11-12
Company: JPMORGAN CHASE & CO.
State: TX
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:
XX/XX/XXXX I called Chase Credit card service to speak in regards to my interest rate and also to schedule a payment I was transferred to a department that claimed that I requested to close my account which I never did. 

XX/XX/XXXX, I got a notice stating that my credit card was closed I called Chase to further discuss why was my account closed. Chase claims per my request, I was put on a Payment Plan Program. Which I was never aware of. They claim that because I missed XXXX $ XXXX  monthly payment. That it was assume that I couldnt not keep up with making payments. They claim that per the call I made XXXX XX/XX/XXXX, they closed my credit card account. I request for XX/XX/XXXX call to be reheard ( go back into the call between representative and I ). An investigation as to why my Credit Card account was closed then started. XX/XX/XXXX Chase sent an email stating payment of {$500.00} is required to keep account open or else XX/XX/XXXX account will be closed ( - Attached email ) XX/XX/XXXX, I got a call from a Chase manager stating that conversation between rep and I was heard. That I, XXXX XXXX requested to be part of a payment program ( NOT TRUE ). Chase claimed that per that conversation, the account will remain closed and there was nothing they could do. That I would have to continue making payments on card ending in XXXX of {$150.00} for 5 years till account is paid off ( Base on Low Income Program ) XX/XX/XXXX, I called to make a payment over the phone because, Card ending in XXXX was deleted from my online Chase account. Couldnt make payment online, so I called. Chase representative stated theres no such account XXXX account was closed so therefore Representative could not take my payment. 

XX/XX/XXXX, I got an email from chase stating to make payment on account XXXX of {$730.00} in order to keep my account open or else account will be closed XX/XX/XXXX ( - attached email ) XX/XX/XXXX, a Chase Manger ( XXXX ) called to state that the received my cease and desist letter of no communication request however he was calling to let me know that XX/XX/XXXX conversation Between representative and I could not be heard, but they still determine that I did request for my account XXXX to be closed. Representative stated that if I would like to keep account to make payment, which I did ( attached is receipt ) of {$500.00}. 

XX/XX/XXXX, Chase manager XXXX, called to confirm that although I never requested for account to be closed, that it will remain closed. That I will have to continue making payment of $ XXXX monthly. I can not use card & they also wont report to turn Credit Beau. Thats because account is closed, it can not be reopened even though I made payment of {$500.00}. Chase also sent bill stating that payment of $ XXXX  monthly needs to be made if not I will owe over {$20000.00} Overall, per consumer law, this is unprofessional practice and also confusing. Chase did not consider my {$500.00} payments that Ive been making on account and also did not consider the years Ive been with them nor did they considered that while unemployed I was still making {$500.00} payments to them.

Company response to consumer: Closed with explanation