Consumer complaint received 2020-04-01
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
Chase bank is violating the law that requires that they provide access to my credit card information. They are denying online access under a previous agreement, if I don't sign documents granting them more privileges and giving up rights. ( I have already given up my rights to paper statements on this credit card ) This is coercion and blackmail. I took several steps, outlined below, to resolve this with Chase. Their representatives have repeatedly refused to grant me access and have refused to restore the rights and privileges I previously had. Chase has taken the tragedy of the COVID19 pandemic to try to blackmail me and other customers into signing away privileges in a time of stress -- and to risk exposure to the virus in order to get access to my financial records ... ... ... .. 
I have an Amazon Chase Visa credit card in my own name. I also share a checking account at Chase with my husband. We also have a HELOC with Chase. I agreed to paperless reporting and online access for my credit card ONLY when I opened my credit card. My husband DOES NOT agree to paperless and online access, so we never agreed to opt for paperless reporting and electronic statements for the checking account or HELOC. I do have online access to the checking account and HELOC information when I sign into Chase. 
On XX/XX/2020, I signed into my account to review my credit card transactions and to pay my bill. I was denied access to the account, with this statement, " Accept Disclosures and Agreements Please choose " Next '' after you accept the terms for the agreements. If you don't accept them, you won't be able to see or manage your accounts online. '' Since I had already signed away my right to get paper documents, I was denied access by coercion. I was presented with two boxes to check off, one of which required authorization for electronic access only for ALL ACCOUNTS : https : //static.chasecdn.com/content/dam/legal-agreements/library/en/gf_esign_la/versions/gf_esign_la.pdf. The other laid out several terms broadening the powers of Chase and diminishing my options with respect to ALL ACCOUNTS : https : //static.chasecdn.com/content/dam/legal-agreements/library/en/dsa1_la/versions/dsa1_la.pdf ... ... .... 
When I went to access this the following day, I was presented with this message : " Important : We can't access the agreements right now. 
Please sign in later to try again. You won't be able to see your account details online until you review and accept the terms of the agreements. " ... ... ... ..I did not want to check these boxes, as my husband did not want to give up the right to receive WRITTEN statements, more specifically, Paper statements. I took these actions : 1 ) the menu gave me the option to give feedback on their website. I did so, but have received no reply. 2 ) I called the Customer Contact number, where I was told the wait to talk to a representative was 50 minutes. I waited on hold for more than 111 minutes without talking to a representative ( I took a phone screenshot of the time ). 3 ) I stretched the COVID19 " stay at home '' restrictions to go to the Chase branch and try to get this resolved. After a wait of 5 minutes and then 12 minutes of talking to a desk person in the lobby, ( XXXX ) he told me to " just check off the boxes and then I'll get access. '' 4 ) I spoke to his supervisor. His supervisor told me the same thing. She also said that she thought that once I was in the account, I would be able to change my account preferences, but she was unable to provide me with that reassurance in writing. 5 ) She also stated that the bank people have to wait just as long as I would to get any resolution -- 3 hours or 4 hours on hold was likely, so I didn't wait nearly as long as she might have to. I took this as a further BREACH on the part of the Chase Corporate Policy -- to  not provide reasonable options for resolving difficulties, even while putting recordings on their robo-hold that say they are happy to take the call and to " please stay on the line. '' 6 ) I asked if I could bifurcate the accounts, so that my credit card had separate access. She said " No -- that had to be done on the same phone line. 7 ) I asked what my options were -- she said that if I wanted access to my account, I would have to agree to the new stipulations. [ I did not find this acceptable ]. She offered no alternatives. 8 )  I asked if she could see my credit card statement, and if she could print it out for me. I then asked if I could write a check to pay my bill and give it to the clerk. 9 ) I then asked if this was my only alternative to being able to see my statement -- to come in to the office -- AND EXPOSE MYSELF TO THE VIRUS -- every month, in order to get a statement printed out. She said I could agree to the requirements to get past the online firewall, or call customer service and wait it out.

Company response to consumer: Closed with explanation