Consumer complaint received 2024-09-17
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO. (CA)

To Whom It May Concern at Chase Bank, I am writing in response to your latest communication, which I find wholly unsatisfactory and indicative of a continued lack of understanding and responsibility regarding the serious issue at hand. Your response is nothing short of a regurgitation of previous, ineffectual answers that have done nothing to rectify the ongoing problems with my account, specifically the incorrect handling of my email addresses. 

Your assertion that the matter has been handled is not only incorrect but also insulting given the evidence I have repeatedly provided showing the contrary. The issue is straightforward : you have failed to correctly update and manage my email addresses despite numerous documented requests from my end to correct this error. 

Point-by-Point Rebuttal and Demands : 1. Incorrect Email on Record : The email address XXXX is not the address I have instructed you to update to. This mistake has persisted for over two years, affecting my ability to receive critical account statements and communications. This is unacceptable and must be corrected immediately. 
2. Mismanagement of Email Preferences : Your direction to handle updates through self-service or calling business services is a deflection of responsibility. It is your duty to ensure customer data is accurate and handled appropriately without passing the burden of correction back to the customer. 
3. Recording of Calls : Your policy on recording calls does not excuse the fact that you have denied me the right to record my own calls for legal purposes, thus hindering my ability to safeguard my interests in interactions with your representatives. This is unacceptable and needs to be addressed to ensure fairness and transparency in all communications. 
4. Privacy Concerns : Your assertion that there is no privacy violation is questionable and not for you to determine unilaterally. My rights to privacy and accurate handling of my personal information are paramount, and your failure to acknowledge these concerns only intensifies my distrust in your operations. 
5. Customer Service : Your claim to aim for exceptional service is contradicted by your actions. Apologies are meaningless without substantive action to resolve the issues at hand. 

Immediate Actions Required : Direct Intervention by a Senior Manager : I demand that a senior manager contacts me via email directly with the authority to resolve these issues. I require written confirmation of all changes made. 
Immediate Correction of Email Addresses : The correct email address, as specified above, must be updated immediately across all profiles and communications. 
Formal Apology and Rectification Plan : A formal written apology for the ongoing issues and a detailed plan on how you intend to rectify this situation permanently. 

Failure to meet these demands will result in further action from my side, including but not limited to legal recourse and escalating the complaint to higher regulatory authorities. 

I expect a response within 48 hours with a resolution plan. Further generic responses will not be tolerated and will only exacerbate the situation. 

Sincerely,