Consumer complaint received 2024-12-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: JPMORGAN CHASE & CO.
State: KS

Complaint narrative:
On Tuesday, XX/XX/XXXX, I made a {$1500.00} payment to my Chase Freedom credit card from my XXXX checking account using my Chase mobile app. The payment was posted to my account the same day ( XX/XX/XXXX ), but my available credit did not increase. I waited until the next day ( XX/XX/XXXX ), at which point the {$1500.00} debit from my XXXX checking had hard posted. It had now been a full business day since I'd initiated the payment, and both the credit ( Chase ) and the debit ( XXXX  ) were hard posted as final transactions on both accounts, with matching transaction Ids/reference numbers. Still, my available credit remained the same. 

I attempted to use my Chase Freedom card to pay for something yesterday ( XX/XX/XXXX ) and it was declined ; upon checking my account, my available credit had still not been updated. I thought this must be an error, as I hadn't received any emails, calls, texts, or other communications from Chase alerting me to any issues with my account. 
With my available credit still unchanged by the time I found a break in my workday this evening ( Friday, XX/XX/XXXX ), I called to find out what was going on. The first representative I spoke to acted rather strange during the call. He stammered for a few minutes about needing to check my account, and kept saying he 'needed to make sure this is really what's happening ' before he could tell me what was happening ... as if he was unfamiliar and/or surprised with what he was seeing. When he finally decided to tell me what the problem was, he stated that my payment 'has been placed on hold for review and would not be released until XX/XX/XXXX. I expressed my confusion ( and displeasure ) at hearing this and asked why it was being held, even though it had cleared the funding account and hard posted to the credit account. He mumbled something about it being Chase policy to sometimes review large payments, and I again asked why it needed to continue to be reviewed for a full week, even after clearing both accounts. He then answered with a slightly different response, stating that it was because mine was a newer account and ACH payments take several days to clear. 

After arguing about how awful and incredibly inconvenient it is for them to be doing this the weekend before XXXX, I asked to speak with a supervisor, who just repeated the same non-answers as the previous representative. ( This time, however, I was told that my payment would be held for review until XX/XX/XXXX as opposed to XX/XX/XXXX. ) I pointed out that my Chase checking account had a regular balance of $ XXXX, which is more than enough to cover my payment ( 3 times over! ). He asked if I had made this payment from my Chase checking account, to which I said no, because thats not the account I pay bills from. His response was that the accounts were not connected, so my Chase checking balance had no bearing on my Chase credit card status. ( This doesn't add up, for two reasons : 1. He asked if Id made the payment from a Chase account, implying that it DOES have some bearing on payment posting, and 2. I had asked him at one point why my first card payment had cleared immediately, as opposed to being held, and he said that it was because I HAD paid with my Chase checking account. ) At this point I said that they needed to either release my funds back to my XXXX account, or update my available credit. His response was that Chase was not in receipt of the funds, and he claimed he did not have the ability or power to override the hold, nor did he have access to anyone who did. Again, I do not believe this to be true, being that there are matching transaction IDs on both the Chase credit and the XXXX debit, since Wednesday XX/XX/XXXX. I also asked why I had not received any communication from Chase about the fact that my {$1500.00} was being held in limbo for an entire week, and he replied, 'yes you did, it's in your cardmember agreement '. 

The cardmember agreement states : As long as you make your payment in accordance with the instructions on your billing statement by the date and time payments are due, we will credit your payment as of the same day it is received. 

The Chase mobile app, on the final screen when making a payment, states : If youre paying between XXXX XXXX  and XXXX XXXX  ET, well credit your account for the date you choose, but you might not see it for 1 to 2 days. 

My due date is not until XX/XX/XXXX and my minimum payment due for this month was only {$40.00}. I already made a payment of {$250.00} on XX/XX/XXXX which was posted immediately, and I've had an automatic monthly payment of {$200.00} set to pay on the due date since I opened the account, which is to be paid on top of any pre-arranged 'Pay Over Time ' payment amounts. I also have two Chase checking accounts which have held a combined balance of $ XXXX for the past month. I have never had any derogatory items or actions on any of my Chase accounts, nor have myself or my account been flagged for fraud at any time. I have also not had a single delinquent payment or derogatory item on any of my credit cards in over 4 years.

Company response to consumer: Closed with explanation