Consumer complaint received 2024-05-07
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: JPMORGAN CHASE & CO. (OK)

I called in XXXX of XXXX to describe upcoming hardship ( mother passed away and ex stopped paying support ) and asked for reduced rate and was denied. 

XX/XX/XXXX - Chase INCREASED my percentage rate and DECREASED my available as a result ALL of my creditors follow suit taking me from less than 50 % balances to over 90 % used on credit card. 

XX/XX/XXXX - called and asekd for harship - denied XX/XX/XXXX XXXX - Automated system and on a wait list for customer support specialist - spoke with XXXX who told me I was 61 days past due. I asked for hardship and was transfered to XXXX ; XXXX- They told me they could not help me and that my account belonged to another department and they were only open M-F XXXX - Customers relationships team has to speak with me as they own it. XXXX ( note the number provided was not the correct number and is a XXXX only line and I speak english ). I was told no other team or department can assist me. 

XXXX called : ID # XXXX Customer relationship team. I asked for harship and was denied. I asked to settle for a lesser amount and was denied. She then went on to say my credit card was with a 3rd party and Chase can not negotiate with me that I must use the 3rd party. They said there are different rules for companies ( debt settlement ) vs. consumers and I am not eligible for negotiations unless I hire a 3rd party. I asked to speak with a manager - I was on hold waiting for " another department that does the reporting to explain the process to me '' - what the associate told me. 

New Associate refused to provide ID # for records. They explained Chase is trying to have me pay a percentage and then my account is listed as settled- this contradicted the previous agent. I explained I had {$5500.00} to pay and that was all. They denied my offer. I asked once again for hardship and was denied. Told to call back again so I could see if there was a better rate or different option later. I asked to speak with a manager. I was transferred to XXXX XXXX Credit bureau specialist team- denied any hardship programs existed for chase. 

XX/XX/XXXX called. XXXX XXXX - denied hardship program available, denied chase could settle for less - transfer to another person on the Customer assistance team. XXXX XXXX told me there was no settlement options - period. No hardship program, period. 

XXXX - locked out of onine account access. Called and the automated system did not recognize the last 4 of my card. Transferred multiple times and ran out of time so I hung up. 

XXXX called - again, no recogniziton of credit card number. XXXX XXXX  Client services rep refused to provide Associate ID - Told me it was against company policy to do so ( XXXX and hung up Called back - XXXX - refused to provide associate ID said only customer service teams provided them. XXXX hung up Called back XXXX automated system just goes in circles I am unable to gain access to my online account - they have denied me access and when I call they refuse to assist me with access and will not provide me with associate ID information or anyway to communicate with anyone who will. 
Called back XXXX XXXX- in Fraud department Asked for hardship and she didnt understand what it meant - so I explained I had financial hardship and asked for hardship department. She said she could not transfer me to harship and refused to provide associate ID #. 

Gave up - I have tried. Seriously tried to do right here and they are REFUSING to work with me, talk to me or provide me access to see the account online. Its closed - and is scheduled for charge-off on XX/XX/XXXX. I have been trying to pay towards this, but they have made it impossible. 

Until XXXX of XXXX I had never been, late never missed a payment and paid the balance in full or half of the balance every single time. This is absolutley predatory at this point and I believe my rights have been violated. They make it impossible to get back on track assessing HUGE fines and massive late fees and raising the interest rate in the process.