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: IL

Complaint narrative:
In early XXXX, after being laid off, I reached out to Chase to ask to be enrolled in their financial hardship program. The person I spoke with refused to give me information about the program, and said my options were to either to close down my credit cards and go through a third party debt negotiation company or they would change the due dates on my cards, to give me a buffer money. I was told that even if I received notices my payment was due or I received a late fee, to ignore it because it would be removed. I accepted the payment deferral and contacted Chase again via messages to let them know about the interaction I had and to please give me information regarding the hardship program. 

Over the last XXXX months I have been provided multiple numbers that dont lead anywhere or go to an endless hold. Ive been told that no one can reach out to me and the only way I can deal with any of this is to call XXXX of the random numbers they have given me and hope for the best. 

On XX/XX/year> I managed to get ahold of a customer service rep. When I explained the issue and the fact no one had addressed my concerns and Chase was refusing to remove the initial late fees while also tacking on more, she kept pressing me to make a credit card payment over the phone with her. When I reiterated that I wanted to deal with the issue I called about ( the promise of deferred payments and no fees ), she then pressed me to go on a payment plan. I asked if this was a hardship plan and she said it was a temporary one to pay off the outstanding balance and fees, but would only last until the overdue balance was collected and then I would have to start the process over and see if I could be considered for a new hardship program.

When I explained this was still not a resolution to the issue, she said she was noting that I had refused her offer and refused to pay. I stated that was not the case, but I was not agreeing to anything until the initial issue was resolved. I then asked to speak to someone else and was told I would be transferred to a specialist who could help me. The customer service representative then put me on hold. During that time, I heard her pick up the phone and listen to see if I was still on the line before she ultimately dropped the call. 

I reached out once again to Chase via their messaging service to write convey what had happened and my concerns, and to once more beg for a person who could help to contact me. My message was ignored and a previous message I had sent was responded to with yet another number to call. 

It is abundantly clear at this point Chase is refusing to provide access to their hardship plans and is promising deferred payments to exact additional fees off of people already struggling. 

As of today, XX/XX/XXXX, I received multiple threatening letters stating my credit card accounts ( even the one that has been paid regularly ) are suspended and received additional paperwork to enroll in payment plans for my overdue balances that indicated someone had applied for these programs without my consent and claimed I didnt provide enough information to be considered.

Company response to consumer: Closed with monetary relief