Consumer complaint received 2017-05-16
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: JPMORGAN CHASE & CO. (PA)

XXXX   XXXX     2017 T o Wh om It May C oncern, On  XXXX   XXXX ,    2017  a check to pay off the balance was never recei ved by Chase Card Services. The mailing address was supplied b y one of Chase   customer service reps whose name I did not record. They provided me with this mailing addre ss : Chase Card Services   XXXX .  XXXX   XXXX   XXXX , IL  XXXX  and assured me that the check my credit union was going to issue ( in order to pay the balance of the credit card of f ) b e sent to that exact address along with my account number on it. As time passed I received a paper statement ( sent on   X/XX/17     ) in the mail from  Card member Service  stating that my balance was never paid off in full.   I then contacted the local credit union to confirm whether or not the check cleared. They confirmed that the check did not clear. At that time I calle d Chase and informed them that the check did not clear and the credit union would be contacting Chase t o make sure the payment would be received to pay off the balance in full. I also mentioned that the check was sent with a letter to close the account.   As I contacted the credit union they informed me that Chase would need to sign a stop payment on the check. This led t o a 3 way c all where the  Chase  representative stated that we should not have sent the bank check to  Chase Card Services   XXXX .  XXXX   XXXX   XXXX , IL  XXXX  that it was an old address. This is frustrating th at 2 Cha  se r epresentatives told us that there was another address that the payment should have gone to. This rep who I believe was  XXXX  instructed us to fax the stop payment letter to  XXXX . If the policy at  Chase is  to NEVER sign a stop payment why did the  Chase re presentative tell us to do so??   The credit union rep explained to  XXXX  that the credit union needed this stop payment letter signed by a chase representative in order to re-issue a new check to pay off the balance. At that time I was under the impression that this was our solution to the problem. As time passed I assumed that everything was okay until the credit union contacted me and said the fax would not go through. So today   X/XX/17   we did anot her 3 w ay call and spoke to a  XXXX .  XXXX  told us  that Chase w ould not sign a stop payment its their policy. So I told  XXXX  this is so frustrating that I was having such issues with trying to resolve this issue. I asked to spe ak to a manager   XXXX  who confirmed that there was nothing  that Chase could about the stop payment. She said she would c redit me the interest that accumulated during the time lapse and that I could write a letter to  the executive  office.   Here is where  Chase failed me as a customer : 1. ) Informing customer to send a payment to incorrect address 2. ) Informing customer that credit union could fax a stop payment to Chase when in fact Chase doe s not sign any documentation from outside financial institutions in regards to a stop payment  3. ) Not taking the time to follow up on this issue 4. ) T he amount of time i t took to try and find a remedy to pay off this balance and Chase saying all we can do is credit the interest that accumulated on it. How about Chase working to fix the problem instead of having the   customer make numerous phones calls to resolve the issue. Or it would have been helpful to be transferred to a manager/supervisor who knew what they were doing or saying.   This is the worst customer service I have ever received considering Im trying to clear the balance on this account that has a yearly membership to have the card.