Consumer complaint received 2024-06-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I've been a private client member with Chase for several years. When I opened a business checking account they were quick to instantly give me a business ink credit card on the spot which I used intermittently for some recurring charges. Both my personal Chase XXXX card and XXXX XXXX XXXX  ( which this dispute is about ) were paid in FULL every month from my checking account. It was always set up like this. Somewhere along the line Chase continued drafting payments for my personal XXXX card but turned off that direct payment for the Ink card. I found out about this because every so often I would get a call from Chase collections, and they'd ask permission to draft the $ from my checking account and the funds were always there. I'd express frustration and request that they set it up like it had been and they'd reassure me it was handled and then in a few months I'd be caught back up in the same cycle. 
This escalated in XXXX XXXX XXXX  yet again - and I even reached out to my private bankers XXXX and XXXX XXXX ( no longer with the bank ) for THEIR help because at this point I'd been telling them to just CLOSE this account. Id be assured that it would be closed, and I always paid the balance in full and I never demanded that late fees or interest be refunded to me even though this was an issue that Chase caused and continued to cause. I just wanted it handled. Well after assuring me they'd close the account and I'd zeroe 'd it out - CHase continued to allow recurring charges to hit without my authorization. Keep in mind, not a since point of sale transaction had taken place at this point in WELL over a year!! I had my private banker call to have them close the account and STILL this problem persisted. in XXXX we escalated yet AGAIN and when I was emphatic that they do as I've been ordering and SHUT down this card since they could not do their part- the representative even said well if you close the account you might have a service disrupted. I told him that was NOT his concern, that was MY concern, and he assured me once again it would be shut down. Once again, I paid whatever bill they told me about in full from the same checking account they claim to not be able to draft from!! Well imagine my surprise when in XXXX i'm told i have a past due balance. 

This is unacceptable. To add insult to injury, I called on the XXXX of XXXX and spoke with a supervisor XXXX ( sp ) for about XXXX minutes and she assured me that this would be researched. She assured me that she would call me back. I told her on that call that I was disputing this bill as XXXX charges should have been allowed to be passed through to my account and I'm tired of paying fees and interest due to Chase negligence in following a customer 's instructions. Additionally, I told her that I needed to be informed of any possible credit bureau impact and she was just clueless and stated that she had no way of knowing and I'd just have to pull my credit ( untrue! ). I reminded her on the call that according to FDCPA Chase is responsible for ACCURATE credit reporting and that includes suppression during a dispute. 

I waited and waited. No call back. I called back on XX/XX/XXXX and spoke with supervisor XXXX for XXXX minutes which consisted of him trying to get hold of the previous supervisor and telling me that the case was " open '' but a dispute hadn't been initiated as as such negative credit bureau suppression had not been done. He told me she would call me later that day and it didnt happen. 

I made it clear back on that XXXX call and XXXX call that the OCC or CFPB needed to be made aware of these servicing issues. This is unacceptable. You can look at the total disparity in how the business Ink card is services and my chase Saphire card has been serviced. Furthermore - when I asked to submit a complaint directly to Chase, I was told the ONLY way was to mail in a written letter as if it's XXXX. 

I'm a great customer and I've recently moved all of my brokerage away from Chase as a result of how this has been handled. I need answers and I'm now hoping the CFPB can help me get those answers. A thorough lookback needs to be performed and all of the interest and fees I've paid needs to be refunded to me. 

PS - After I just typed this all out, I discovered that there is a balance on the card that none of these supervisors or representatives told me about!? I do see some recent interest fee reversals. These recurring utility charges should NEVER have been allowed to post and with my being told repeatedly that my account would be closed - I can not fathom why this wasn't mentioned or explained to me with XXXX supervisors on the phone. I will await next steps to handle. Thank you!

Company response to consumer: Closed with explanation