Consumer complaint received 2026-04-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO.
State: CT

Complaint narrative:
This is a follow-up to my complaint submitted on XX/XX/year> regarding JPMorgan Chase XXXX I am submitting additional information about further incidents that occurred on XX/XX/year>. I called Chase today to follow up on my ongoing complaint. I first spoke with a male representative whose name I did not catch. He was professional, patient, and handled the call appropriately I want to acknowledge that his conduct was commendable and representative of what good customer service should look like. However, after waiting on hold for approximately XXXX minutes, I was transferred to an agent named XXXX. The experience that followed was deeply disappointing and unprofessional. XXXX was dismissive and hostile from the start. When I referenced my CFPB complaint, she stated that she did not know what the CFPB was. I find it difficult to believe that a representative at XXXX of the largest banks in the United States is unaware of the Consumer Financial Protection Bureau. When I stated that I would continue pursuing my CFPB complaint, she responded with " so what else can I help you with '' making no attempt whatsoever to address my concerns or offer any resolution. XXXX also made several additional remarks that reflect a serious lack of professionalism and product knowledge. When I raised the issue of my hotel price increase, she told me to " contact Chase Travel '' which is Chase 's own service deflecting responsibility internally rather than helping me resolve the issue. She then stated that compensating for a price increase caused by Chase 's own misinformation would mean " every customer would have to be compensated '' which is both irrelevant and dismissive of the specific, documented circumstances of my case. She further stated " I don't know any bank that does that '' when I requested compensation. This is factually incorrect and demonstrates a fundamental lack of knowledge about standard banking practices, where statement credits are routinely offered in cases of clear representative error. Furthermore, XXXX stated that my card was sent via overnight shipping on XX/XX/XXXX. However, I did not receive the card until today, XX/XX/XXXX XXXX days later. This is clearly inconsistent with overnight shipping, and is yet another example of inaccurate information being provided to me by Chase representatives. I strongly urge Chase to pull the call recordings from XX/XX/XXXX, as well as XX/XX/XXXX and XX/XX/XXXX, to verify everything I have described. The recordings will speak for themselves. Regardless of how Chase chooses to resolve the compensation aspect of my complaint, XXXX 's attitude, conduct, and remarks are unacceptable and should not be representative of Chase 's customer service standards. I strongly recommend that Chase review this interaction and invest in proper customer service training to ensure other customers do not experience what I went through today. This entire experience from the misinformation about shipping, to the security verification failure, to being disconnected without resolution, to today 's interaction with XXXX has seriously damaged my trust and confidence in Chase as an institution. I expect a thorough response and a meaningful resolution.

Company response to consumer: Closed with non-monetary relief