Consumer complaint received 2024-02-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: JPMORGAN CHASE & CO.
State: UT

Complaint narrative:
The issue being reported involves an experience with Chase Bank and a credit card payment that I had made toward my Chase Southwest Airlines Visa card. It was brought to my attention by way of a text message received on my mobile phone the morning of XX/XX/XXXX that there was some kind of issue with my Chase card - the message read " Your Chase card needs attention. Please go to chase.com or call XXXX. Reply STOP to opt out of text msgs to this number. '' After logging into my account via the Chase app on my mobile phone, I noticed that my credit card account ending in XXXX was flagged " past due '' and a {$29.00} late fee applied on XX/XX/XXXX for having missed my XX/XX/XXXX due date. Confident that I had previously made a payment that I expected would be applied to the now closed billing cycle and was for more than the minimum amount of {$110.00}, I went to view my account 's transactions and ensured that my XX/XX/XXXX payment of {$590.00} had been received and also applied to my account. Additionally, I went to view the statement that was sent to me on XX/XX/XXXX and I confirmed the due date was on XX/XX/XXXX and that the prior due date was XX/XX/XXXX. 

After reviewing this account information, I subsequently contacted Chase Bank by calling the number that was provided in the aforementioned text message. I explained to the first representative I spoke to that I did not understand why my account was marked delinquent after making a payment for more than the {$110.00} minimum payment on XX/XX/XXXX. The representative explained to me that my XX/XX/XXXX payment was not applied to the XX/XX/XXXX due date because the cycle closed on XX/XX/XXXX and the new cycle began on XX/XX/XXXX. I explained to the representative that I expected this payment to be applied to the XX/XX/XXXX due date because I had made my last payment on XX/XX/XXXX which was the same day that I received my XXXX statement ( indicating the XX/XX/XXXX payment due date ) and also because I had previously made a payment on XX/XX/XXXX for {$570.00} ( minimum {$130.00} ) which was already applied to the XX/XX/XXXX due date. I asked the representative why I would receive a statement with the XXXX payment due date ( XX/XX/XXXX ) prior to the window in which I can make my next payment and have it applied to that very due date- the representative was unable to offer a reasonable explanation. During this conversation, I explained that I fully expected the late fee to be waived an my account NOT to be flagged as past due or reported as such to the credit bureaus. The representative was helpful in returning the late fee to me ; however, I did not feel assured that my payment wouldn't be flagged as late and I requested to speak to a supervisor.

Upon being reconnected to a second representative, I was offered another opportunity to explain the situation. In summary, this portion of my interaction with Chase Bank was not productive and I was again not assured that my payment wouldn't be marked as a late payment. The representative suggested that had I called prior to XX/XX/XXXX to request that my XX/XX/XXXX payment be applied to the XX/XX/XXXX due date then they would have applied it as such. I reminded the representative that the only reason we were even having this discussion was because I was notified after the XX/XX/XXXX due date that my account was delinquent. At this point the conversation was discontinued and I advised the rep that I would report the issue to the CFPB. 

Frankly, the only reason I am reporting this experience is because I feel as though it was not fully remedied nor was it clear in the statement that I received that I needed to wait until XX/XX/XXXX to make a payment that would be applied to the XX/XX/XXXX due date. Again, I had already made a large payment on XX/XX/XXXX that satisfied the amount due for XX/XX/XXXX - why would I then intentionally make a second large payment for that same billing period only XXXX day prior to the start of the next period and then not pay anything at all prior to the new due date? As I understand it, financial institutions do have the responsibility to make these things clear to consumers and also the latitude to remedy these types of trivial payment discrepancies.

Company response to consumer: Closed with explanation