Consumer complaint received 2016-12-27
Company: JPMORGAN CHASE & CO.
State: MS
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
My father and I had a joint credit card account with Chase open since XXXX. The original credit limit was {$10000.00}. We asked that the limit be reduced to {$2000.00} several years ago. These are my complaints : I have always made my payments using the pay by phone system. I decided in XXXX that I wanted to pay my payments online. It took repeated attempts over a couple of weeks, speaking to a half a dozen employees or more, for Chase to correct issues on their end to set up the account for online payments. I had called in XXXX XXXX to request a name change and to request a new card. I got my new card with my married name but somehow the account was not properly updated to reflect my new name so this caused issues in setting up the online account. Finally, after repeated attempts, I got the online account set-up. 
Through their website, Chase offers a feature that customers can view their credit report online. I attempted to use this feature on a couple occasions and it never worked. Why is this feature on the website if it does not work?? 
On XXXX XXXX, XXXX, my father called Chase to request the limit be increased to {$3000.00}. He was told that I would need to call in as well because it was a joint account so I called in that very afternoon to let them know that I was okay with the increase in the credit limit. I asked if there was anything else I needed to do and the young lady I spoke with indicated that everything was taken care of. After reviewing my online account information, I noticed the availability did not reflect the increased limit so I sent a secure message to Chase to see why this had not been updated. I was told if I wanted a credit line increase to provide certain information for consideration. I replied that I did not want another increase that we had previously spoken with Chase account representatives on XXXX XXXX and received an increase at that time. I just wanted my account to reflect the updated credit limit. After many emails back and forth, I was told that Chase had no record of my father 's phone call on XXXX XXXX and he would need to call in. The response also stated that they were mailing a credit limit increase application to us. During my phone conversation with Chase, no one mentioned that they needed to speak with my father again nor that they were mailing a credit line increase application to us. If this information was communicated, I would have gone another route. The increase was for an unexpected car repair for my daughter it was not something that could wait. The only reason we decided to use the Chase account was because my father had a card and he could pay for her car as soon as possible. We both have other credit cards with acceptable limits without unnecessary burden Chase has put us through. The emergency transaction was {$2000.00} which put the card over the limit. The transaction was approved when the vendor sent it through. I called my father on XXXX XXXX and told him to call XXXX XXXX in Quality Customer Care at Chase whose information I received from an email response. Due to the incompetence we experienced, I asked him to close the account and told him that I planned to file a complaint about this experience with the regulatory agency. I can not believe this size financial institution operates so inadequately.

Company response to consumer: Closed with explanation