Consumer complaint received 2016-12-01
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card
Issue: Billing statement

Complaint:
I believe my credit card company, Chase Visa, is deliberately pursuing policies designed to incur financial charges. 

My credit card statement was lost in the mail so I called for a replacement. The process to procure a replacement statement is unfair to consumers and circumvents what I understand to be the law. 

Unlike others, the company does NOT email you a replacement statement. There are 3 options : 1. ) create an online account and log in to get a statement ; 2. ) have a statement mailed to you which will take " 10-14 days '' to arrive ; 3. ) have a statement faxed to you " within one hour ''. 

To create an online account, I am forced to sign a complete and full agreement I do not want to sign. I do not want to create an online account which will be used by Chase in other ways rather than simply the one-off use of obtaining a missing statement. 

The option to have a replacement mailed is absurd. This almost guarantees that finance charges will start accruing before the statement arrives. 

I chose to receive a fax. Despite the one hour service delivery promise, I had to call 5 times in a day to receive a fax and finally received it overnight ( this is noted on my account ). When the fax finally arrived, it was missing information because ( I was advised ) the statement pages are too long and not designed to be faxed. I had the statement faxed to me 3 times to verify this ; each fax was missing the same information. ( I have included copies of these faxes ) This is NOT a problem with my machine which operates perfectly normally and the Chase supervisor told me this was to do with the page size of the statement, which is not compatible with faxing. My call was recorded so this conversation can be listened to Because Chase uses regular postal service for mailing its statements, there must be tens of thousands of statements which are lost every year, simply in the normal course of business. The process for a consumer to obtain a replacement is ill-designed and does not include reasonable steps to get a bill to a customer in a timely fashion, which is required by law. The Chase process circumvents the law by putting the consumer in the unfair position of, in order to avoid finance charges, paying a bill before a detailed statement is received. 

I wish to make a second complaint against Chase. I wanted to complain about this process to whoever regulates Chase ( there are so many agencies I was unsure of the correct one ). The Chase rep, XXXX, whom I spoke with on XX/XX/XXXX, told me she was not allowed to provide me with this information. I asked her to note this in my account. I was transferred to a supervisor. She told me she did not have this information and advised me to look it up online. I want to complain that Chase employees are not equipped to provide consumers even with simple information about their rights, like who Chase is regulated by. 

I would be happy to take up both these issues with the relevant agencies if the CFPB is not the right agency.

Company response to consumer: Closed with explanation