Consumer complaint received 2017-04-27
Company: JPMORGAN CHASE & CO.
State: MN
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:
I have had a credit card ac count with Chase sinc e  XXXX . In  XXXX , a   Chase representative offered to switch my personal account over to a business account in order to take advantage of the rewards. I was upfront that I did not have a business. They said that that was n't a problem and switched me over.
Over the years, I used the account with Chase and had no issues with being late. I was extremely satisfied with the card and the service with Chase. In fact I would have recommended them to many people.
A few days ago, I received an automated message via the Chase secure account saying that transactions for this card should be used    for business purposes only ( I had been using it recently for withdrawals for my son 's school lunch program ). When I responded to the email they said that the message was automated but still wanted to discuss getting me established on a personal account. I should also mention that the fraud department was involved on my file because someone had opened a  Chase account fraudulently last year and attempted a few more times again. I still stuck with Chase though as they handled it very professionally in terms of how to   handle preventing future identity theft ( I now have a freeze on my credit, with my score remaining in the  XXXX  's ).     On  XXXX  I received a message from someone named  XXXX  called and asked for a call back to discuss the situation. I did n't get a chance to call them back until  XXXX .     On  XXXX , I called and originally spoke to a rep named  XXXX  in customer service, who then transferred me to a rep named  XXXX  about options for a new account, but first had to transfer me to a rep in the fraud department named  XXXX .  XXXX  then transferred me back to  XXXX  's department and I believe I spoke to a rep named  XXXX .  XXXX  informed me that this business account now had to close and I would have to reapply for a new, personal account. I did not feel like this was a fair solution as I would be giving up the impeccable history on this account as well as the large credit limit. I was then transferred to her supervisor, I did not write down her name who in turn gave me the same answer, that I would have to close this account and apply for a brand new account from scratch. She also mentioned that their bank policies have changed since  XXXX  and that back then they could transfer this over to business but are not able to reverse the process. Only close the account. I too thought this was not a fair solution so I then was transferred to the floor manager,  XXXX   XXXX   ( in  the  XXXX , FL customer service office ) who told me that there was no way to transfer this account over to a persona l one. N o streamline service, no warm application, nothing. The only thing that I could do to try to contest this policy was to write a letter to the  executive  office via either mail or fax to  XXXX . I asked for his supervisor and he said that it was  XXXX   XXXX   ( la ter found out online his first name is  XXXX  ) but that he was not in. I asked  XXXX  since he knew that as a loyal customer for 10 years that the account was being closed and dead-ended why could n't he just escalate this matter and show that he values me as a customer and he said that he was unable to do so. I should mention that  XXXX  was professional and gave the best answers that he could under the circumstances with the company policy in place. But ultimately there were no more actions that he could take on the matter. I finally did convince him to send an email to  XXXX   XXXX  on the matter and he gave me his word that he would.

Company response to consumer: Closed with non-monetary relief