Consumer complaint received 2016-09-06
Company: JPMORGAN CHASE & CO.
State: FL
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I have a Chase Freedom credit card that the account was paid off and I had not used in a very long time. I received a balance transfer offer from Chase that I thought sounded very good and I wanted to take advantage of the pay off XXXX large credit card balance that I had somewhere else. I called Chase to explain what I wanted to do. The representative requested my card information. I explained the him that I no longer had the card because I had not used the account in a long time and had not really intended to use and probably cut the card up and thrown away. The agent told me that I could not do the balance transfer until I had a card to verify and that he would be sending me a new card. I said ok and also said to him that I may use the checks I have for some other additional transfers. So, 5 or 6 days later I got the new card and called up and did the transfer online. While on the phone I told the new agent that I was speaking to that I had decided to pay off some other smaller balances and would deposit one of my existing checks into my checking account. I was told that would be no problem. So after I deposited a balance transfer check for {$1000.00} into my checking account and made a number of payments out to other companies I tried to make a purchase with my checking account debit card and it was declined. This is when I found out that the balance transfer check that I deposited into my checking account had been declined. It turns out that the first agent from Chase had closed my credit card account as being a lost /stolen account. At no point did I ever indicate that there was ever any concern the whereabouts of my card. I was never told by the agent the account would be closed and that another account number would be issued. I was not told the balance checks would not be any good even though during the call I mentioned that I may want to use one. When I called the second time again I was never told there would be any concerns with the checks that I had. I have called Chase back twice to discuss what has happened. Both times I requested to speak to a manager or presidential unit. Both times I was told that they understand they made a mistake but have made absolutely no offer to do anything to fix it. I explained to them that I was now about {$600.00} over drawn on my checking account and that I would not be able to pay my rent this month. They could not send out more balance transfer checks on the new account because that was done by their marketing department. They basically told me I was out of luck. I have had more that {$150.00} in fees charged to me from my checking account because of their mistake. I had to go to a pawn shop and sell rings that my mother had given me in order to scrape together the money I would need to pay my rent on time. The only offer they made was that I could do a cash advance with them at 19.99 percent interest. I told them if I was going to do a cash advance I would give my money to another company. I think this is very sad for a company to refuse to do one thing to make up for a major mistake that they made. I have suffered greatly and they could care less.

Company response to consumer: Closed with monetary relief