Consumer complaint received 2019-10-15
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:
On XX/XX/2019, I applied for an Amazon Prime Credit Card. I was called back the following day on XX/XX/2019, by a Chase Bank representative to verify I was the person who was applying to open the account. The Chase Bank Representative asked me questions about my current Chase Checking account and other personal information to verify me through the process. Once verified, they opened the account in my name. The Chase Bank representative acknowledged that since Chase is the Bank that holds the Amazon Card my Checking account would automatically be applied to the payments for my account. I agreed and from that time I held Chase Bank responsible for auto pay from my Chase Checking account. On XX/XX/XXXX, I was notified by an XXXX Alert had I  had a late payment reporting on my credit report from Chase Bank for the Amazon Credit Card. I contacted the Credit department at Chase Bank on XX/XX/2019, at approximately XXXX XXXX and explained the situation to a Chase Representative XXXX ( employee ID XXXX ). He denied my request to remove the pate payment. I did pay the balance owed of {$180.00} to bring the account current. XXXX escalated my request to his Supervisor, XXXX ( Employee ID XXXX ) she refuted my narrative and said that they do not call applicants to verify applications for accounts. She then instructed me to go to my Local Chase Banking Branch and they can rectify the issue and provide me a letter and send it to the Credit Bureaus. I immediately went to my Local Branch at XXXX and spoke to XXXX XXXX ( Branch Manager at XXXX XXXX XXXX , XXXX XXXX , CA XXXX ). He heard my narrative and said that he could not help and was concerned that the Credit Department would send me to the Local Branch. He stated that they " Did not want to deal with the issue and wanted me to go away. '' He sat with me and called the Chase Credit department and was informed that they do call Chase Applicants to verify in cases where the applicant does have fraud alerts on their credit files as notifications for creditors to contact applicants for verification. they asked if I had received any notifications through email or by Letter about the Late payments. I told XXXX I had not received any email notifications or alerts because I was set up for paperless. Nor had I received any letters by USPS mail. They explained to XXXX that I need to go back home and call the credit department again and explain to them that I had not received any notifications ( email or otherwise ) about the late payments. I called Chase Credit Department at XXXX and spoke to a Chase Representative ( XXXX-Employee ID, refused to provide ) She then transferred me to XXXX ( Employee ID- she refused to provide ) and explained everything to them from my initial application to my time at the Local Branch earlier and they said they could not help me again and that I had received notifications by mail according to their system. I explained to XXXX that I was set up on paperless and did not receive any notifications by mail or by email. She said there was an email sent out on XX/XX/2019. I looked through my email and explained to XXXX that I have no emails from Chase or Amazon regarding my account and on my Chase Online Account, there were no emails sent from their system and no alerts or notifications sent to my online account. She then backtracked and said it was a letter from Chase by USPS Mail. I said to XXXX that I looked through the last 3 months of mail I have and I found no letters and that I was set up on paperless. XXXX was fabricating the email and letter and caught in a lie. When I called her out on this she said she could not help and that was the end of it. The first point, they were wrong in making that statement. I explained to them that I have fraud alerts set up with the credit bureaus to contact me when a new account is opened in my name. Due to past Identity Theft. After hearing my explanation that I was initially informed that my Chase Checking account would be used to pay my Chase Amazon Credit Card monthly they said it did not matter they did not receive the payment and would not remove the late payment with the credit bureaus. I called again at XXXX and I escalated my call to a 3rd Supervisor ( XXXX-would not provide Employee ID ) and explained again the situation and she confirmed that I was set up on paperless and should have received email notifications and alerts. She asked for my permission to look through my online account and sent me a text to confirm my Identity and she acknowledged that there were no emails or notification sent or notifications in my online account where there should have been notifications. She asked about mail sent to my home address and confirmed my home address and said that I should have received letters via USPS mail. I said I was set up on paperless and XXXX acknowledged I was set up on paperless so therefore no letters would have been sent. She then said that there was no way she could or Chase would remove the late payment to the credit bureaus. Second Point is that I explained to Chase that they said I would be set up on Auto Pay and they would set that up on my behalf since I have a Chase Checking account and the Amazon Chase Credit Card was under the Chase Umbrella. That it would be taken care of since I had a Chase Checking account. I was under the assumption that it had been set up and all payments made on time since I had not received any letters, emails or notifications and my Amazon Card was still active. They misled and misinformed me about their process and would not take Onus of their error.  The third point, no correspondence was sent out via email, auto-notification to my online account or through USPS mail. Chase tried to say that a letter one Letter ) was sent out via USPS mail but refuted when Supervisor XXXX acknowledged that I was set up on Paperless. Then XXXX tried to assert that I received an email or emails but that was not true when I gave her access to my Chase Online Account and she discovered that no emails had been generated by their ( the Chase ) system. She said the same thing there was nothing she could do and they could not contact the credit bureaus to remove or revert late payments even if they were at fault, that it was their Chase Corporate policy to keep all late payments in their system.I then returned to my Local Chase Bank and closed out my checking account and had them issue me a payment of the balance of my checking account funds in excess of {$3800.00}.

Company response to consumer: Closed with explanation