Consumer complaint received 2024-08-05
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: JPMORGAN CHASE & CO. (FL)

In short, I bought a computer using my Chase Sapphire card, and signed up for a " My Chase Plan, '' a plan that allows you to pay overtime, to a max of 24 months. I subsequently had to return the product after getting a replacement computer as it too did not function properly. As a result, I had to buy a new computer. This is where the story begins.

**All of these conversations occur on a Chase recorded line** Original Purchase date : XX/XX/year> Merchant : XXXX Amount : {$3900.00} On XX/XX/year>, I called Chase to advise them that I had to return my PC on my Saphire Credit Card and had purchased a new one with the same Sapphire card ( charged on XX/XX/year> ), and that I still wanted to have 0 % interest and XXXX fees on that purchase over a 24-month period ( using My Chase Plan ), as I had previously setup on the returned PC. I was advised that I could not use the same card to get 0 % interest and XXXX fees because I had already locked that in with the PC I returned. In the same conversation, I was advised that I the 0 % interest/XXXX fee is only for the first purchase on EACH of my cards. So, I asked this employee, " Can I use my Chase XXXX XXXX card OR my Southwest Airlines Card to take advantage of the 0 % XXXX fee over 24 months for this computer purchase? '' She looked into BOTH the XXXX and Southwest Chase accounts and advised that YES, I could without issue, 0 % interest, no fees, over a 24-month term. 

Rebuy Date : XX/XX/year> Merchant : XXXX Amount : {$4000.00} On XX/XX/year>, I went back to the store and executed a " return '' and rebuy of this new computer to switch credit cards to my Southwest Card, ( as advised by Chase, as illustrated in the above paragraph ). I had to pay a penalty of 3 % to the computer store ( PCG ) to return and rebuy. I took that 3 % hit so that I could take advantage of the 0 % interest/XXXX fee on the Southwest Card . 

On XX/XX/XXXX, the charge posted to my account, I selected " Start a My Chase Plan '' for that charge, and it said I was going to be charged {$40.00} over 24 months for a total of {$960.00} of fees/interest. As illustrated above, this is NOT what I was instructed by Chase if I switched the purchase to the Southwest Card. VERY upset, I called Chase to tell them that the Chase employee lied to me on their recorded line ( XX/XX/XXXX -- refer to first paragraph ), and the woman I spoked to filed a dispute with the Marketing team regarding this complaint. In her own words, she also said that she hadn't seen a fee that high before. I'll add that at the time I also had a XXXX credit score. 

XX/XX/year>, I called Chase to check on the dispute and speak to a supervisor. The supervisor advised me that the dispute was DENIED. The denial reasoning doesn't make any sense for this issue either, it states that changes can't be made once I have signed up for " My Chase Plan, '' but I haven't even signed up yet for the purchase on the Southwest Card.. I explained to her that the initial employee I spoke to ( XX/XX/XXXX ) told me directly, after looking at both the XXXX & Southwest Chase accounts, that I could " rebuy '' the computer for 0 % fees/XXXX interest on either card. She also admitted that the agent " misinformed me. '' At this point I asked for the recorded conversation from XX/XX/XXXX when I was originally told the 0 % interest/XXXX fee for the Southwest Card . She DENIED me the ability to get that recording claiming that the recording is not for me, but only for Chase. I challenged the employee telling her that this is a prime example of why I need to have that tape, because this is a " Quality Assurance '' issue at its finest. She advised there was nothing that she was going to do.

I have contacted a few attorneys and they advised me to file a complaint with the Consumer Protection Bureau to get this resolved in a civil manner, which brings me to today, XX/XX/year>. Depending on how this is resolved, I will consider moving forward with an attorney.