Consumer complaint received 2025-12-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: JPMORGAN CHASE & CO.
State: TN

Complaint narrative:
Company : JPMorgan Chase Bank , N.A . 
Product : Credit card Account : XXXX XXXX XXXX XXXX XXXX Consumer : Location : Tennessee What happened ( describe the issue ) I am submitting this complaint regarding unfair and confusing billing, autopay practices, and fee/interest assessment on my Chase Southwest Rapid Rewards credit card account. 

Over a long period of time, my account statements repeatedly stated that XXXX is XXXX. I relied on this representation in good faith to keep my account current. However, subsequent statements later indicated that autopay would not satisfy the minimum payment and would not bring the account current, even though autopay remained enabled. 

This resulted in my account becoming past due, fees being assessed, and interest continuing to accrue while autopay was active. The disclosure that autopay would not bring the account current appeared only after delinquency occurred, not at the time autopay was set up or relied upon. 

Despite making payments for years, my balance did not meaningfully decrease due to payment allocation and interest practices that were not clearly explained in a way a reasonable consumer could understand. This created a cycle where payments were made but balances remained largely unchanged, leading to frustration and eventual delinquency. 



Why this is a problem I believe Chases conduct may violate consumer protection standards, including : Unfair or deceptive practices ( XXXX ) : Allowing autopay to remain active while still permitting delinquency, fees, and penalty interest without clear, upfront explanation. 
Inadequate disclosure under the Truth in Lending Act/ Regulation Z : The effect of autopay, payment allocation, and interest calculation was not clearly communicated. 
Unfair fee and interest practices under the CARD Act : Fees and interest were assessed during periods where a reasonable consumer would believe autopay prevented delinquency. 

The statements themselves create confusion by simultaneously indicating that autopay is active while also stating that the account will not be brought current by autopay. This is misleading and harmful to consumers attempting to pay responsibly. 



What I want the company to do to fix the problem I am not refusing to pay my balance. I am requesting a fair and lawful resolution. 

I am asking Chase to : XXXX Review and correct all late fees and interest assessed during periods when autopay was active XXXX. Provide a clear explanation of how payments were applied and how interest was calculated XXXX. Remove penalties and negative consequences caused by autopay confusion XXXX. Pause collection or charge-off activity while this dispute is under review XXXX. Offer a reasonable hardship-based repayment or payoff option once corrections are made I am seeking correction of unfair practices so I can responsibly resolve this account. 



Additional information I have retained copies of my statements showing autopay enabled alongside delinquency notices and fee assessments. These documents support my complaint and can be provided upon request.

Company response to consumer: Closed with explanation