Consumer complaint received 2021-04-27
Company: JPMORGAN CHASE & CO.
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX, I walked into a chase bank in XXXX and was instructed ( by one of the on-duty bankers ) to pay off my entire credit card with the {$4000.00} cash I had been saving ( for over a year ), instead of depositing that money in my checking account. I did as instructed and boarded a flight to XXXX. When I landed in Hawaii ( 3000 miles from the closest Chase branch ), I checked into my hotel and Chase authorized my card for the entire amount of my stay -- {$2200.00} ( half of my {$4400.00} credit limit ). I was given the keys and on my way to the elevator, I got an alert from Chase on my phone that my charge to the hotel had been approved. On the 5th day of my stay ( Friday,XX/XX/XXXX ), I got a call from the hotel front desk demanding full payment for the room as Chase has reversed the charge. When I contacted Chase, I was told ( as it was Friday after XXXX on the east coast ) the only office that could help me was closed until Monday -- the day after my check out. I had to find a way to come up with the entire amount of my stay or we would have been removed from the hotel. I took an emergency loan from a friend and paid for the room. When I landed back in XXXX I called Chase first thing Monday morning to resolve the matter and after informing Chase that I was forced to settle up with the hotel out of my own pocket, I was told my credit limit had mistakenly been reduced to {$700.00} from {$4400.00} while I was the furthest possible distance from a chase bank. Chase knew exactly where I was all week as I had been using my phone to " tap to pay '' all over the island and my location is provided down to a few inches each time. I took another {$570.00} in cash and paid off the charges I had made since making the {$4500.00} payment. For the second time in 10 days, my balance was XXXX. 
The next day, Chase undoes its own reversal and charges my card for the entire amount it had pulled back while I was checked in. The charge is more than 400 % more than the credit limit Chase agreed to stick to when they reduced my limit without my permission. 
After being asked a series of very intimidating and obviously carefully crafted " XXXX '' questions, I would either 1 ) get hung up on or 2 ) transferred to a " supervisor '' who could not name the person they were supervising that transferred me. As soon as agents on the phone would realize that this was a glitch on Chase 's end, I would always get abruptly put on hold and transferred to this unmanned department where the new agent would talk over me, cut me off, and would only answer my questions with their own questions and personal attacks. After I refuse to equivocate and I ask for detailed records about who I'm speaking with and the department, as soon as I invoke the name of the CFPB, the tone always changes and I get told my case has been escalated and someone will be contacting me that day, then I'm hung up on ( against my wishes ) and am forced to start the process all over again at the base of the phone tree when nobody ever calls back. I have made no less than 31 calls to resolve this. 
As retaliation, chase has now reported my 400 % over utilization to the credit bureaus and has damaged my credit running it twice to " attempt to restore '' it only to decline and report that to the credit agencies as well. My credit score has dropped from a XXXX to a XXXX since paying Chase {$5000.00} I had saved all year. 
As soon as chase realizes their own mistake, I get transferred into a merry-go-round of a phone tree and I have been hung up on dozens of times, almost invariably as soon as the agent realizes that the error is on chase 's end. 
When I finally got a call back from chase, it was a harassing collections call for the {$2300.00} dollars that chase charged twice on my card ( that they promised me they were working to fix ). When I showed them proof that chase was working on this and that it was a violation of the fair debt practices act to continue to harass me for the money while chase is fixing their own mistake, chase retaliated again and reported a " late payment '' to the credit bureaus ( despite being tricked into paying chase over {$5000.00} in cash since the incident ), and is reporting that I owe a payment of 2 I have been shouted at, laughed at, hung up on, transferred to nowhere, talked over, interrupted, threatened, lied to, harassed and intimidated -- always getting stronger the more that I insist chase fix their own error. All I want is to continue the agreement I had with chase before I was instructed by chase to give them every dime of the XXXX XXXX dollars I had saved. I don't want any purchases erased, I don't want a lower interest rate, I'm not fighting any fees ... all I want is what we all agreed to when chase took my money.

Company response to consumer: Closed with explanation