Consumer complaint received 2024-08-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
Date : XX/XX/2024 Time : XXXX XXXX  and XXXX XXXX EST  phone calls Amount : {$3000.00} ( but not relevant in this compliant and it is more about poor service. ) Actions : Escalated to the supervisor at the Fraudulent Department at Chase.XXXX but he does not feel it is a problem. 

On XX/XX/2024, Received a chase call and left a message at XXXXXXXX XXXX to verify my transaction. 

At XXXX XXXX, called back the Fraud depart at chase and got harassed stating my account was blocked since I didn't answer my phone and not responding to an email that they claimed they sent to me XXXX weeks ago which I never got. This is regarding to the transaction from XXXX charging and refunding me back for about {$3000.00} that happened more than XXXX weeks ago. 

I think it is a harassment for a call in the middle of the evening telling me my credit card was blocked for non-responding to an email and my account is block with no warning based on the voicemail I got. Also, the charge was not even showing as a debit at all or on the latest statement I got. The charge was XXXX weeks ago and got refunded by XXXX as well. This is a poor protocol to block customer credit card for something that happened XXXX weeks ago and no harm to any parties after XXXX weeks. I do not believe customer deserved to be threaten that the credit card is blocked for this non-sense. 
Beside the protocol issue that chase has on the fraudulent charge that should not even waste time to deal with since it was credited back to my account within an hour after the order is cancelled. If they were really serious about it, the protocol should have immediately contact the customer instead of waited for XXXX weeks. Their excuse is an email was sent to me. Well, I never got that and if they take this matter seriously, they should have called the customer a day after for the email was sent out and got no response. The logic of protocol to call the customer after XXXX weeks for something that really never hit my account as a debit is just does not make sense. 
Compounding on top of this poor chase process to deal with fraud, the customer representation that I initial spoke has a horrible experience for the following reasons : XXXX. Had horrible XXXX accent English which is difficult to understand. 
XXXX. Spoke over me all the time. 
XXXX. Repeatedly asked the same question if I spoke to any representatives before. 
XXXX. Doesnt understand my concern asking her why it took them so long to follow up with phone call for an transaction that was debit and credited XXXX weeks ago. 
XXXX. Claimed they sent me an email but never gotten it. Requested to forward a copy of the email and she said they couldnt do it. That means they can not prove it and dont use it as an excuse not to follow-up the customer promptly. 
XXXX. Hung up phone and never call me back. I couldnt even response to the survey to express my negative feedback. This is another horrible process. Every call that was waited to be connected to customer service will announce that phone is being monitor and there will a survey opportunity at the end of the call. Guess what! I never get connected to the survey even I did not hang up when I spoke to the supervisor on the XXXX call. Not to mentioned that first call was hung up by the first lady. 
XXXX. When calling back the regular customer service and wait XXXX minutes before getting connected, the line quality was so poor and could only heard every other word. They can not call me back and got transfer to another agent but was told the wait is longer than XXXX minutes. 


At XXXXXXXX XXXX  and asked to speak to a supervisor and hold for XXXX minutes before being connected to a supervisor. 
Not satisfaction with the customer support or response to my compliant for the following reasons after I pointed the compliant as detail above. 
XXXX. No complaint number for the follow. I will hv no way to know if anything will be done to the horrible experience I had for accountability. All I was told there will be internal coaching. 
XXXX. Also, he told me the protocol to wait XXXX weeks to follow up with the customer is acceptable since the severity is low for {$3000.00} charge that has never debited on the account and email notification got no response from the customer. If the chase protocol claim it is a low severity, why threaten me that the card is blocked when I spoke to the first lady at XXXXXXXX XXXX. These XXXX actions contradict the logic by itself. This protocol does not make sense to harass customer like that and the supervisor fail to explain the how their protocol make sense to me. Horrible customer service for the fraudulent department. 
There is no accountability at all. I dont think Chase will investigate to improve the business process nor the customer support at all as no one oversee this problem. Do not see chase value customer feedback at all. There is no compensation at all being offer for almost XXXX hours of horrible customer experience. They showed no remorse and have no way to following up to ensure there is accountability. This is why I feel I need to file this compliant with Consumer Financial Protection Bureau to ensure customer is getting better quality customer support and not vice versa as I feel that is the case with many financial companies these days. This really hurt the reputation of the biggest economy in the world if nothing is being done with these giant financial firms.

Company response to consumer: Closed with explanation