Consumer complaint received 2016-12-01
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
On XXXX XXXX, 2016 I received a call from the chase Fraud department asking for me to verify my identity before they could tell me the purpose of my call. After multiple attempts of doing this, the representative told me that her system was down and that I could call the department directly. 

I then called the Fraud department and spoke with a total of ( 3 ) representatives one of which was a supervisor for approximately 2 hours and 6 minutes to no avail. Finally, when the last department I was forwarded to, actually told me that they could n't give me any information as to why their department was handling my account ( spoke to XXXX in the Card Review Department ), she did tell me that for whatever reason both of my credit card accounts were now under review for " credit risk '' reasons. I asked her what that meant and what it entailed, and she told me that her department goes in to my credit report, matches whatever information, and then decided essentially if I am credit worthy to continue to use my accounts. Now, you have to factor in my pay history on these accounts and the fact that XXXX of them my credit line was increased from {$1000.00} - {$2500.00} for " credit worthiness ''. I also received an additional card just last month obviously based on credit worthiness. 

Even though what I have stated so far is concerning and that at any time without even telling me Chase can shut my cards down. This bigger concerns are what I was told from XXXX, the representative from this department : 1 - I can not make payments or do anything regarding this account until the review is completed which will take up to 10 calendar days. This is concerning because I have a payment due tomorrow, I have never been late on any payments, quite the contrary my pay history is impeccable. Also, because it is now frozen and I ca n't pay my balance, it will now be reported as over the balance and will absolutely destroy my credit. 

2- Chase can not prevent me from paying my credit card and then in turn report information accordingly to the credit bureau 's. That is simply illegal. I conveyed to XXXX that I was wanting to dispute a charge of $ XXXX that was recently applied to my account from XXXX . I told her that it was not authorized by me and that at the very least would they allow me to dispute that charge? She said unfortunately they can not. 

3- I asked XXXX if there is any documentation I can send her, or that I could go in to any branch and supply whatever documentation chase might need in order to alleviate whatever concerns they might have. She said unfortunately it was not an identity issue but rather a credit worthiness issue. I then explained to XXXX that Chase can not prevent me from even making a payment and then in turn reporting inaccurate information to the credit bureaus. She essentially did n't care and certainly did not understand my concern. 

4- I personally do n't care how long Chase wants to review my accounts. At this point, because of the horrendous and in fact illegal customer service protocol, I do n't even care if these accounts stay open. What I do care about is Chase not reporting to the credit bureaus until their review is completed and I have been given an opportunity to make a payment on my accounts, especially the Amazon card which is to have a statement cutoff of XXXX XXXX. My previous pay history will tell you that I make multiple payments a month and keep my utilization very low before it is reported to the bureaus. I do this to maximize my credit worthiness, see the irony here, and because I only charge what I can essentially pay off in cash at any time. 

This needs to be rectified immediately. Someone needs to do their job, have the professionalism and ethics required by the FCRA and call me so that we can work together to alleviate whatever this is. I feel this is unacceptable and will pursue hiring an attorney if needed.

Company response to consumer: Closed with explanation