Consumer complaint received 02/26/2018 about Credit card or prepaid card (General-purpose credit card or charge card) with JPMORGAN CHASE & CO. (CA).
Issue: Closing your account
Sub-issue: Company closed your account

Complaint: Hi, As a loyal and long time customer of such a reputed financial institution, don't we have to receive a personalized & honest explanation of a complaint raised by the customer!!! Is it too much to ask? I had submitted a complaint regarding the unsolicited and unfair closure of my chase XXXX credit card ( ends with XXXX ) after not getting a logical explanation from customer support of chase ( via phone ). Briefly, my XXXX XXXX Card was closed by Bank on XX/XX/XXXX and I was informed via a letter. The reason cited is " We are closing your account because only merchant credits have been used to satisfy the balance on your account for 3 consecutive months. No other payments have been received. We are closing your credit card account ''. I still do not understand the meaning of " merchant credit has been used to make payment, no other payments made ''. I am enrolled in Autopay, so if there is no due balance how come bank is expected to receive a payment? The letter sent by Chase on XX/XX/XXXX also stated that " We sent you a letter last month ( which is XX/XX/XXXX ) telling you if this activity continued, your account will be closed '', which I DID NOT receive. According to bank 's customer support, on statement closing date- XXXX XX/XX/XXXX, they decided to close the account. I do have {$220.00} due on XX/XX/XXXX, for the purchases I made in XX/XX/XXXX, which the bank 's decision maker can easily see on the day of decision. I can understand the bank 's policy, but I do have some serious concern regarding the timeline bank is providing to the customer which to me does not make any sense. It is my humble request to go through my concern and provide me an explanation NOT A GENERIC STATEMENT saying that it is the bank 's policy. I am listing my concerns below- 1. I am holding this credit card account for last few years, never had any late payment, no failure to pay and have an excellent credit score. I used this XXXX XXXX XXXX card only to make purchases on XXXX, there were many months when I have not used this card, but never got any kind of notice from Chase before. On the month of XX/XX/XXXX-XX/XX/XXXX, I made few purchases from XXXX, some of the items were not delivered ( LOST ), and couple of items I returned, so eventually there were merchant credits. The items which were lost ( due to delivery issues ), XXXX returned the charges, which I guess is not my fault anyway. ALSO point to be noted that XXXX NEVER RAISED ANY CONCERN ABOUT THE ITEMS LOST OR RETURNED as the returned items were not working/defective. SO IF CHASE IS THINKING ( I AM ASSUMING AS I WAS NOT PROVIDED ANY EXPLANATION FOR SUDDEN CLOSURE OF MY ACCOUNT OTHER THAN MERCHANT XXXX XXXX ) THAT THERE ARE SOME SUSPICIOUS ACTIVITY OR CUSTOMER IS DOING SOMETHING WRONG, I GUESS IN THAT CASE THE CONCERN SHOULD BE RAISED BY THE SELLER/MERCHANT WHICH IS IN THIS CASE IS XXXX. HOW COME CHASE IS HAVING AN ISSUE WITH MERCHANT CREDIT DUE TO LOST ITEM OR RETURNED ITEMS!!! During the busy months of XXXX, XXXX IS PROVIDING APOLOGY TO MANY CUSTOMERS INCLUDING MYSELF FOR THE LOST ITEM and for that they ARE PROVIDING MERCHANT CREDIT. SO I AM NOT SURE HOW COME A MERCHANT CREDIT DUE TO LOST/RETURNED ITEM IS FORCING A BANK TO CLOSE MY ACCOUNT WITHOUT KNOWING THE BACKGROUND STORY AND MOREOVER THE SELLER/MERCHANT ( XXXX ) IS NOT RAISING ANY CONCERN/RED FLAGS. Regardless, I made purchases in XX/XX/XXXX and that led to > {$200.00} due on XX/XX/XXXX 

2. Chase credit card service is letting me know an important information onXX/XX/XXXX ( as per the customer support 's information ) via REGULAR MAIL ( NOT CERTIFIED/REGISTERED ) which takes at least 5 business days to arrive, so I would have got that on XX/XX/XXXX. I DID NOT RECEIVE THAT LETTER. I am pretty sure it is not uncommon in USA to get letters/shipment LOST. All the Big Merchants like XXXX, XXXX acknowledge LOST ITEM /SHIPMENT, how come CHASE IS NOT TAKING THAT INTO CONSIDERATION SPECIALLY DURING THE MONTHS OF HOLIDAYS!!! In THE SECOND LETTER ON XX/XX/XXXX CHASE IS LETTING ME KNOW ABOUT THEIR DECISION TO CLOSE THE  ACCOUNT. SO BASICALLY CHASE IS GIVING ME ONLY APPROX. 15-20 DAYS OF TIME TO WORK ON THE ISSUE IF I HAVE GOT THAT XX/XX/XXXX LETTER!!! DOES IT MAKE ANY SENSE? IF THIS ISSUE IS THAT IMPORTANT, MY QUESTION IS THEN- ( a ) Does Chase believe no letters/mails get misplaced or lost? How come they are giving only couple of weeks ( XX/XX/XXXX-XX/XX/XXXX ) of time to the customer before a major decision like closing the account is made? ( b ) WHY CAN'T CHASE PROVIDE A LITTLE MORE TIME 4-6 WEEKS OR AT LEAST 1-2 BILLING CYCLE TO THE CUSTOMER SO THAT IF ANYTHING IS WRONG, CUSTOMER CAN HAVE THE TIME TO EXPLAIN OR RECTIFY!! IS IT TOO MUCH TO ASK? TO ME IT SEEMED THAT CHASE HAD MADE ITS DECISION TO CLOSING THE ACCOUNT IN MIND ON XX/XX/XXXX DUE TO SOME REASON ( WHICH IS NOT AT ALL CLEAR TO ME ) THAT'S WHY JUST LETTING THE CUSTOMER KNOW AND GIVING 2 WEEKS OF TIME TO ACT ON. 

XXXX. A customer like me, who never had any late payment/any interest on this account. Credit score is excellent ( >800 ). Does that customer deserve only 1 notice of 2 weeks about this major decision of closing the account. It will hit my credit score badly!! If this issue was that urgent, why can't chase let me know in little more advance instead of on XX/XX/XXXX OR GIVE ME 1-2 BILLING CYCLES OF TIME!!. This timeline of activities as well as the explanation of " Merchant Credit '' is very weird, and also not directed towards customer friendly attitude. Don't you think the customer needs to know little more in advance and have at least a month or two before closing the account? HOW COME THE MERCHANT CREDIT IS CUSTOMER 'S FAULT WHERE MERCHANT IS HAPPY TO REFUND BUT THE BANK IS NOT HAPPY FOR NOT RECEIVING ANY PAYMENT ( WHEN IS THERE IS NOTHING DUE )!! 

4. I TRIED TO CONTACT CHASE CREDIT SERVICE SO MANY TIMES, I DID NOT GET ANY DETAILED EXPLANATION OF THESE CONCERNS WHICH I AM WRITING HERE. THE ONLY EXPLANATION I GOT WAS " MERCHANT CREDIT WAS SATISFIED TO MAKE PAYMENT .... '' IF YOU READ MY CONCERNS THERE ARE ISSUES ABOUT THE TIMELINE CHASE IS PROVIDING TO THE CUSTOMER, WHICH IS NOT BEING ADDRESSED EVEN ASKING FOR SO MANY TIMES. EVEN TRIED TO CALL THE CHASE CREDIT CARD EXECUTIVE SERVICE DIVISION ( I MISSED A CALL FROM A LADY FROM THIS DEPT, BUT UNFORTUNATELY SHE DID NOT LEFT AN EXTENSION NUMBER OR CALL BACK NUMBER ), BUT COULD NOT REACH AS IT REQUIRES PARTICULAR PERSON 'S EXTENSION NUMBER. THEN I CALLED THE CHASE CREDIT CARD SERVICE CUSTOMER SUPPORT AND LEFT A REQUEST TO CALL ME BACK AS I HAVE MISSED THE CALL AND COULD NOT REACH THEM BACK DUE TO UNAVAILABILITY OF THEIR CONTACT INFORMATION. NEVER HEARD BACK FROM THE AGAIN!!! 

I AM AGAIN REQUESTING YOU TO PLEASE PROVIDE ME AN EXPLANATION OF THE CONCERNS I RAISED HERE. I am very annoyed with this whole situation and mentally devastated. I still do not understand what I did wrong that the credit card account got closed!!! 

I HOPE THIS TIME I WILL GET A PERSONALIZED RESPONSE ( addressing the concerns raised here ) NOT A GENERIC RESPONSE. 

Thanks XXXX XXXX XXXX, MD Phone : XXXX [ Cell ] XXXX [ Home ]

Company response to consumer: Closed with explanation