Consumer complaint received 2026-06-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
I am a XXXX and Enrolled XXXX. I hold a Chase Freedom XXXX credit card that included a 0 % introductory APR promotional period. Between XX/XX/XXXX and the expiration of the introductory period, I contacted Chase by phone numerous times for various account matters ( purchase disputes, payments, balance questions ). Because this was my first promotional-APR card, I made a recurring practice of proactively asking Chase agents whether interest was accruing on my balance. I framed the question explicitly : " XXXX XXXX card interest rates are high this is not affecting me, correct? '' The Chase agents on these calls told me there was no issue and no interest was being charged. I was not advised on any of these calls that the promotional period would end or that interest would begin accruing. Interest charges began posting to my account on XX/XX/XXXX ( {$55.00} ) and recurred every monthly cycle thereafter through XX/XX/XXXX. During this same period I continued contacting Chase for unrelated matters and continued asking the same interest question. Chase agents continued to assure me there was no issue. This constitutes affirmative misrepresentation : agents stating " no interest is accruing '' while interest was actively being charged. The truth was disclosed only on XX/XX/XXXX, when a staff member from the Chase XXXX XXXX, Virginia branch placed an unsolicited courtesy call to me for a routine check-in. He asked whether I had any questions. I repeated the same interest question I had asked Chase agents on prior calls. Unlike the responses I had received before, he answered truthfully : " You are paying interest right now. '' I was shocked, paid the entire outstanding balance in full that same day ( XX/XX/XXXX ), and on the same day called Chase Credit Card Services on a separate call lasting over one hour to formally request reimbursement. Since then, I have submitted approximately six written complaints to Chase 's Executive Office, including at least one sent by certified mail with USPS delivery confirmation. Each has been closed without substantive review of the underlying call audio. On one occasion, a reassigned investigator phoned me, promised a written response, and never delivered one before the case was closed. The pattern is consistent : Chase reviews only the logged subject line of each call ( e.g., " dispute, '' " payment '' ) and, finding none labeled " interest inquiry, '' concludes no relevant communication exists. The misrepresentations occurred within calls placed for unrelated primary purposes. Any review limited to call subject metadata is non-responsive by design. Total documented interest charges between XX/XX/XXXX and XX/XX/XXXX amount to {$480.00}. Chase has refunded {$0.00} of this amount. I have also obtained XXXX XXXX carrier records documenting verified Chase phone calls during this period, including multiple calls of 10 minutes or longer. These records will be provided to support a content-based audit.

Company response to consumer: Closed with explanation