Consumer complaint received 2024-10-05
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: JPMORGAN CHASE & CO. (TN)

Brief summary : I was confused by my terms of service regarding interest on a credit card with a balance transfer balance on it. I called in to have an employee explain it to me and it was explained incorrectly multiple times over multiple calls by multiple employees. As a result, I have been paying extra interest charges through no fault of my own ( other than not being able to read the agreement and understand it better than the people that work for the actual company ) and the company even after reviewing the calls ( or at least saying that they reviewed the calls ) where I was clearly given incorrect information says that they dont owe me a fix. 

XX/XX/XXXX I called Chase to ask what would happen if I made purchases on my card that had a balance transfer on it. I was told that I would have to pay 1 month interest on the purchases no matter what but that if I paid it off immediately then it would go towards the balance with the highest interest rate ( the new purchases ) and then I would basically only pay one month of interest. 

XX/XX/XXXX I noticed I was getting charged interest every month for the purchases even though I paid them off as soon as the transactions cleared and called to find out what happened. I was told by an account specialist ( somebody who presumably knew more than who I spoke to in XXXX ) that the last representative explained it wrong and that the interest would happen no matter what even if I paid off the full amount. They said they would waive the interest and that I could call back to continue to have the interest waived. I said that didnt sound right and said surely there was some amount I could pay today that would go towards the balance with the highest interest rate and make it so I was only paying interest on the balance transfer. She told me over and over that that is not how it works and I just need to keep calling to have the interest waived. I reluctantly agreed. 

XX/XX/XXXX I call after a few months to get the interest waived assuming there are at the very least notes on my account. The rep ( another account specialist ) says that the last account specialist was completely wrong. He says he cant waive the charges and he can only ask somebody to review the calls. I accept and wait. 

XX/XX/XXXX XXXX XXXX The letter says they cant remove all the balance transfer fee and interest charges of the previous months ( which isnt even what I asked for I only asked for a few specific charges from XXXX to XXXX for the PURCHASES specifically to be removed ) and that everything that happened was fine according to the agreement that I signed. There was also nothing in the letter that even indicated that the calls were actually listened to because it stated nothing about the conversation. It just says the charges are legitimate so we deny your request. It did not address the fact that I had been given incorrect information by the employee and left the call thinking the issues was resolved when it was not through no fault of my own. 

XX/XX/XXXX XXXX call Another account specialist ( the 3rd one Ive spoken to ) finally explains to me exactly what went wrong. I paid the transactions off before the statement processed and so it didnt count towards the balance I thought it would count towards. Ok fine maybe that was a miscommunication in XXXX of XXXX or maybe thats just a flat-out mistake on my part. I tell them I offered multiple times in XXXX to make a payment that would have according to this employee solved the issue because it would in fact have gone towards the higher interest balance. They said that that isnt their problem. They will train the employee better but they dont owe me anything and it is not their issue to resolve because everything that happened was according to the terms of agreement. 

Im not sure how Im supposed to understand the agreement when multiple of their own employees dont seem to understand how it works and apparently, I did understand it and offered the correct solution in XXXX but was specifically told by AN ACCOUNT SPECIALIST that it would not solve the issue. 

I also dont understand how they mess up, give me the wrong info and charge me a bunch of money that I shouldnt have to pay them and in return for me spending hours on the phone with them, the outcome is that they get info to train their employees better and I get nothing and have to pay for THEIR mistakes. 

After stating this the employee ends the call without my consent saying there is nothing more they can do and nobody else I can talk to. 

XX/XX/XXXX XXXX call I call back and speak to another account specialist who tells me the same thing, they dont care if they told me wrong, that they will train their employees from the interaction, and that they dont owe me a fix. I insisted on another review specifically to address my call on XX/XX/XXXX where I proposed the correct solution and was told it wouldnt work and not to do it. 

XX/XX/XXXX XXXX letter I get the second letter in the mail which again gives no indication that the phone calls were actually listened to and does not offer any details of the call or my request. It just says that the charges are legitimate and still does not address that I was repeatedly given false information even when I was proposing the correct solution.