Consumer complaint received 2026-01-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: HI

Complaint narrative:
Timeline of Events for CFPB Submission BACKGROUND : I held a Chase Sapphire Preferred credit card account for approximately XXXX years and maintained a strong payment history. In early to XXXX, my circumstances changed significantly when I became the full-time caretaker for a parent who suffered multiple XXXX and a XXXX XXXX. Throughout this period, I acted in good faith and had funds available to pay my account. 

XXXX XXXX : PAYMENT SYSTEM FAILURES During the XXXX  and XXXX XXXX XXXX Chases online payment system repeatedly rejected my payments. These rejections were not due to insufficient funds, but instead were caused by account verification and linking issues within Chases system. My financial institution did not support Chases required linking method, and Chase did not provide an alternative verification method, such as micro-deposits. I attempted manual entry of my payment information and contacted Chase multiple times for assistance, but I was not provided a functional solution that allowed me to successfully complete payment. 

XX/XX/year> PAYMENT REVERSAL AND ACTIVE ACCOUNT TREATMENT On XX/XX/year>, I contacted Chase after a {$7000.00} payment was reversed. During this call, Chase confirmed that the reversal occurred due to account linking or verification issues, not because of insufficient funds. During the call, my account was treated as active, and the discussion focused on resolving the payment issue. No representative informed me that my account was closed, pending closure, or at risk of closure. I requested assistance verifying the account and completing payment, but Chase did not resolve the issue or escalate it appropriately. I also did not receive timely notice of the payment reversal. 

XXXX XXXX XXXX ACCOUNT CLOSED WITHOUT NOTICE ( DATE DISCLOSED ON XX/XX/XXXX ) On XX/XX/year>, when I called Chase to make a large payment in the range of approximately {$16000.00} {$19000.00}, I was informed for the first time that my account had already been closed. During that call, Chase representatives stated that the account closure was effective as of XX/XX/year>. This was the first time any closure date was disclosed to me. During my XX/XX/year> call regarding a reversed payment, my account was treated as active, and no closure or pending closure was disclosed. During the XX/XX/XXXX call, Chase representatives gave contradictory information regarding the account status and informed me that the account could not be reopened. No clear explanation for the closure was provided at that time. As a result of the closure, I was forced to liquidate accumulated rewards, causing additional financial loss. 

XX/XX/year> POST-CLOSURE COLLECTIONS ACTIVITY On XX/XX/year>, Chase Collections contacted me seeking payment after the account had already been closed. I was again told that reinstatement was not possible. I requested escalation or a callback, which was denied. I disclosed the payment system failures and my circumstances, but no remediation was offered. I preserved my dispute posture and declined to make payment pending review. 

XXXXXXXX XXXX5 REPEATED MISINFORMATION AND CREDIT REPORTING HARM Between late XXXX and early XX/XX/year>, I contacted Chase multiple times. During these calls, I was repeatedly told that no reconsideration process existed and that the account closure was final. I relied on these representations. During this period, Chase continued to assess interest, pursue collections activity, and report negative information to the credit bureaus, causing ongoing harm to my credit. 
XX/XX/year> CORRECT INFORMATION DISCLOSED On XX/XX/year>, I reached Chase Consumer Protection / Lending and was informed that a formal reconsideration process does exist. I was told that I had been misinformed by multiple Chase representatives in prior calls, and that the misinformation and lack of assistance contributed to my account becoming delinquent. 

XX/XX/year> INVESTIGATION ACKNOWLEDGED On XX/XX/year>, Chase confirmed that an official investigation would be conducted and that call recordings from XX/XX/XXXX through XX/XX/XXXX would be reviewed. I again requested correction of negative credit reporting, reconsideration of the account closure, and an opportunity to resolve the matter based on bank error. 

THIRD-PARTY HARM ( AUTHORIZED USER ) In XX/XX/year>, after learning of account closure, I requested in the same call that my mother be removed as an authorized user on the account. Chase failed to process that request, and negative reporting continued on her credit report. This harm was discovered when she later applied for a HELOC. Chase acknowledged the issue and processed her removal in XX/XX/year>. 

SUBSEQUENT WRITTEN DETERMINATION After these events, Chase issued a written response denying any bank error. I believe this determination was made before, or without, a complete review of the relevant recorded calls and payment system issues that Chase acknowledged required investigation.

Company response to consumer: Closed with explanation