Consumer complaint received 2024-05-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: JPMORGAN CHASE & CO.
State: OK

Complaint narrative:
I called in XXXX of XXXX to describe upcoming hardship ( mother passed away and ex stopped paying support ) and asked for reduced rate and was denied. 

XX/XX/XXXX - Chase INCREASED my percentage rate and DECREASED my available as a result ALL of my creditors follow suit taking me from less than 50 % balances to over 90 % used on credit card. 

XX/XX/XXXX - called and asekd for harship - denied XX/XX/XXXX XXXX - Automated system and on a wait list for customer support specialist - spoke with XXXX who told me I was 61 days past due. I asked for hardship and was transfered to XXXX ; XXXX- They told me they could not help me and that my account belonged to another department and they were only open M-F XXXX - Customers relationships team has to speak with me as they own it. XXXX ( note the number provided was not the correct number and is a XXXX only line and I speak english ). I was told no other team or department can assist me. 

XXXX called : ID # XXXX Customer relationship team. I asked for harship and was denied. I asked to settle for a lesser amount and was denied. She then went on to say my credit card was with a 3rd party and Chase can not negotiate with me that I must use the 3rd party. They said there are different rules for companies ( debt settlement ) vs. consumers and I am not eligible for negotiations unless I hire a 3rd party. I asked to speak with a manager - I was on hold waiting for " another department that does the reporting to explain the process to me '' - what the associate told me. 

New Associate refused to provide ID # for records. They explained Chase is trying to have me pay a percentage and then my account is listed as settled- this contradicted the previous agent. I explained I had {$5500.00} to pay and that was all. They denied my offer. I asked once again for hardship and was denied. Told to call back again so I could see if there was a better rate or different option later. I asked to speak with a manager. I was transferred to XXXX XXXX Credit bureau specialist team- denied any hardship programs existed for chase. 

XX/XX/XXXX called. XXXX XXXX - denied hardship program available, denied chase could settle for less - transfer to another person on the Customer assistance team. XXXX XXXX told me there was no settlement options - period. No hardship program, period. 

XXXX - locked out of onine account access. Called and the automated system did not recognize the last 4 of my card. Transferred multiple times and ran out of time so I hung up. 

XXXX called - again, no recogniziton of credit card number. XXXX XXXX  Client services rep refused to provide Associate ID - Told me it was against company policy to do so ( XXXX and hung up Called back - XXXX - refused to provide associate ID said only customer service teams provided them. XXXX hung up Called back XXXX automated system just goes in circles I am unable to gain access to my online account - they have denied me access and when I call they refuse to assist me with access and will not provide me with associate ID information or anyway to communicate with anyone who will. 
Called back XXXX XXXX- in Fraud department Asked for hardship and she didnt understand what it meant - so I explained I had financial hardship and asked for hardship department. She said she could not transfer me to harship and refused to provide associate ID #. 

Gave up - I have tried. Seriously tried to do right here and they are REFUSING to work with me, talk to me or provide me access to see the account online. Its closed - and is scheduled for charge-off on XX/XX/XXXX. I have been trying to pay towards this, but they have made it impossible. 

Until XXXX of XXXX I had never been, late never missed a payment and paid the balance in full or half of the balance every single time. This is absolutley predatory at this point and I believe my rights have been violated. They make it impossible to get back on track assessing HUGE fines and massive late fees and raising the interest rate in the process.

Company response to consumer: Closed with explanation