Consumer complaint received 2025-07-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: JPMORGAN CHASE & CO.
State: PA

Complaint narrative:
At least twice in the last 6 months, an online or mobile banking application bug has charged me a late fee for an automatic payment configured using the Chase system. 

On XX/XX/scrub>XXXX XXXX XXXX  Customer service helped me reverse two charges I identified, but in both cases have refused to acknowledge the underlying issue and my request to escalate this to Chase Developers. 

This is repeated, but inconsistent behavior. 

From the activity log on my account, and the automatic payment configuration, it is evident that the Automatic Payment is configured to pay _more_ than the minimum payment on the due date ( as determined by the application itself. ) More than the minimum payment was applied on time in both cases which incurred fees. 

The statements illustrate that the auto-payment is applying correctly on the system determined due date, for an amount greater than minimum payment, but the late fee is also still applying ( sometimes ). 

The Auto-payment settings specify that if the due-date is on a Saturday, the payment will be scheduled for the day before in order to apply correctly and on time according to business hours. This means the issue does/should not stem from the date of payment. And both payments which incurred erroneous late fees were on Business Days. 

Because the payment is configured to apply correctly, on-time, based on how the _app_ itself determines this timing/date, I believe there may be an issue with how this timestamp or date is handled. It is also possible that there is some failed comparison happening between the payment furnished and the minimum amount expected. 

I also shared screen captures that illustrate when when I select 'schedule a payment, ' a false warning appears about a missed payment on a specific date. This error is displaying incorrectly, because just above the error, in the same view, exists a summary indicating that payment was successfully applied in a greater amount than minimum expected, on the precise date which the warning specifies a payment was missed. That further indicates some issue with time/date handling within the application code. 

Customers are undoubtedly carrying interest from these erroneous charges ( myself included. ) Additionally, on XX/XX/XXXX, the system generated warnings about being over my credit limit and needing to pay the existing balance in order to continue using the card and in order to avoid significant penalties. The application displayed {$0.00} available credit, but, confusingly, a balance of well under my credit limit. I reached out to customer service and they said nothing was wrong with the account. As expected, my accound did indeed have approximately {$2700.00} in available credit, and the view/errors corrected in a day or so, but this is another, extremely significant issue that was ignored. An automated message related to being over limit was generated and delivered, incorrectly.

Company response to consumer: Closed with explanation