Consumer complaint received 2022-03-22
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
XX/XX/2022 - spoke with credit card company to dispute charges from a vendor ( XXXX XXXX XXXX ) that had been attempting to cancel for over 2 years. XXXX had practices in place to make it impossible to cancel, including redirecting to multiple phone # s, 1hr+ hold times, hanging up during transfers to name few. Discussed the full details with Chase service rep who thanked me for " remaining cool given the horrible experience '' and helped me ( 1 ) stop payment on the vendor and ( 2 ) dispute the latest monthly charges ( as far back as possible ) given my multiple attempts to cancel that were unanswered by vendor.

Call became complicated when the service rep said there was nothing that credit card company could do to disallow the vendor from continuing to charge me, even with the stop payment in place, and i was told to contact the vendor to ensure my account was closed and further requests would not be made. 

Given my lengthy experiences dealing with the vendor with no success at closing my account, this was not a positive suggestion from my perspective, and I replied with lack of understanding why there was no way for Chase to enforce when they are able to approve/deny uses of the card at their discretion ( i've had many charges denied that i had to call and follow-up ). 

Furthermore, it did not make sense that Chase couldn't identify fraudulent companies using the same techniques as they do to denote whether a consumer is a 'good risk ' for them to offer credit. 

Service rep took offense at my suggestion and reminded me that it was the consumer 's responsibility, looking at our monthly bill to determine accuracy and that the credit card company has no obligation to protect. 

I did not take that comment very well and replied that it was crazy that a multi- $ XXXX company would pass the responsibility to an individual, and that i felt it was predatory, akin to the vendor that i was having difficulties with in the first place. She did not agree, and we choose to 'agree to disagree '. 

Fast forward 1week to XX/XX/2022, and i've found that both of my CHASE credit card accounts have been closed. No information provided when i called Chase. Waiting for 30min for a supervisor, i was then told that my accounts were closed for 'inappropriate behavior ', which is at the sole discretion of Chase and is unable to be questioned or reversed. 

I'm currently faced with having my 'financial rug ' pulled out from me for a single interaction with Chase that i feel has been blown way out of proportion, but given the lack of recourse or even engagement between the bank and myself, i am powerless to do anything and been given 30days to spend all my points from 15+ years of being their customer ... or i lose that too. 

I'm extremely frustrated, but also alarmed at the inability to engage and resolve disputes without the bank using this arbitrary, and one-sided power to make a decision that leaves me in a very difficult position, and they have the audacity to say " they are sorry for the inconvenience caused ''. 

I understand that my questions and attitude were not appropriate for the call agent ; i was frustrated after spending years dealing with what appears to be a fraudulent vendor, and further frustrated when my credit card company I've used for 15+ years appears to have the same disdain and general lack of empathy for consumers that allows predatory practices to occur.

I did not threaten anyone, and may have raised my voice when stating my disbelief at what the call center rep stated ( i personally feel that she was equally wrong/inappropriate in her statements ), and the only thing i remember saying that could be considered threatening is that " i was going to add Chase to my list of predatory firms since they appear to support continued charges on my account from a disputed vendor/ i can not believe they can not block this ''. 

I have no problem with someone calling my statements inappropriate, and i acknowledge the 'fine print ' that allows Chase to cancel my account at their discretion for any reason ( or no reason ) of their choosing ; however, i would hope that given today 's events where we are all overly sensitive because of the difficulties we are all trying to work through, that there would be some recourse available.

Company response to consumer: Closed with explanation