Consumer complaint received 2021-01-21
Company: JPMORGAN CHASE & CO.
State: ND
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
On XX/XX/XXXX I called Chase to discuss my difficulty in making the regular scheduled payment. From the time I made the call to when It was completed, the time length was 1 1/2 hours. I first spoke to XXXX ( did not get her ID # ), then spoke to a XXXX ID # XXXX, then spoke to XXXX, ID # XXXX who finally was able to help me. She explained to me the two programs they have to offer. One was to defer one month payment, the other was a 5 year relief program. I chose the 5 year program. She told me that the interest rate would be lower, no fees, the account would be closed and paid off in 5 years. She then put me on hold and came back to say she had good news that the interest rate would be 0 %. She also asked me what payment amt would I be comfortable with, and I told her {$150.00}. She then asked me for my income and expenses. I told her I was not at home and would not have the exact figures, she said that would be OK. After I gave her the figures, she put me on hold, came back and asked what we pay for in health insurance. Not sure why she asked me this as it is already a deduction out of our paycheck. I also explained to her that I had figure our income wrong. I was figuring income based on 2 checks per month for each of us, when we really get 26 pay checks, not 24. She seemed to be confused on this, and left it as what had given her. After another hold, she came back told me I was approved, but the payment would be {$160.00}. I told her that would work. She then said she was going to pass this on to her supervisor for final approval. She then came back and said we were not approved, that our expenses are more than our income. I told her that was incorrect, and would be because of how I figured the income. She then transferred me to her supervisor. After waiting on the phone, still connected no one came on the line. This all took an hour & 15 minutes. I then called back got a XXXX ID # XXXX explained everything & how I was on hold and the supervisor never came to the line. She explained that they have a new phone system and would make sure her supervisor would come on the line. She tried to transfer but it was a bad connection. I then talked to a XXXX ID # XXXX in collections about how XXXX handle the process, told me I was eligible, then not eligible. Not correcting the income I explained to her. She said I would have to call customer service in 30 days to reapply for the relief program. So at this time I took a deferral for XXXX payment. 

My next payment would be due XX/XX/XXXX. I then called back on XX/XX/XXXX to discuss again our difficulty to make XX/XX/XXXX payment. But did not want to get 30 days behind. I first talked to XXXX ID # XXXX, explained why I was calling and we started talking, then the call disconnected. I called back talked to XXXX ID # XXXX, the call disconnected again. I then thought maybe it was my cell phone so called using my land line phone. I called back the 3rd time, talked to XXXX ID # XXXX, told her why I was calling and said there should be notes in the system from my call with XXXX ( the first one I talked to ) there were no notes. The call then disconnected. I called back the 4th time, on my land line, talked to XXXX, ID # XXXX and again the call disconnected. 

I then called XXXX on the same day, XX/XX/XXXX, the # I received from XXXX who was working on the first complaint I sent. I entered the 10 digit extension as it requested, I then received a message, " not a valid entry ''. I called back, enter the ext again, recevd the same msg, but stayed on the line and got XXXX voice mail. I left her a message to call me. I then called back to the XXXX, did not enter the 10 digit extension and was able to speak to XXXX. I explained to XXXX my frustration. Calling trying to figure out help with our payment, called 4 x 's and every call disconnected. I told her someone could have called me back. She said that the number is not saved, unless in the conversation it was given to one of the reps to look up my info. Which it was given to the first person I talked to, which was XXXX, ID # XXXX. She said that she would leave a message for XXXX. I never did receive a call back from XXXX. 

I also shared with XXXX all the phone calls I received from Chase and how this is harassment at the least. Below are the following calls I received from XXXX. 13 calls in a 3 day period. then again today 4 calls, with two of the one after the other. If I am not mistaken it should be no more than 3 calls in a week, may not call repeatedly. She apologized and said she would definitely have XXXX call me. Which she never did. 

XX/XX/XXXX - XXXX ; XXXX, XXXX ; XXXX, XXXX, XXXX, XXXX - 5 calls XX/XX/XXXX - XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX ; XXXX, XXXX - 5 calls XX/XX/XXXX - XXXX, XXXX, XXXX - 3 calls XX/XX/XXXX - XXXX, XXXX, XXXX - 3 calls XX/XX/XXXX - XXXX, XXXX XXXX twice ), XXXX - 4 calls XX/XX/XXXX - I talked to XXXX, who is in the department that was reviewing my complaint. I told him how XXXX was not returning my calls. He apologized and said he was now handling my complaint. I also explained to him my frustration with the customer service. Not being able to speak to someone regarding my payment and the repeated phone calls. 

Chase makes it next to impossible for the customer to get any help at all. Then harass with multiple phone calls, 13 calls in a 3 day period, with calls coming in one after the other.

Company response to consumer: Closed with explanation