Consumer complaint received 2024-11-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I contacted Chase Bank to discuss late fees that were accrued on my account even though I paid my monthly balance for multiple months. On XX/XX/year> I agreed to pay {$170.00} every month for three months. I paid {$170.00} on XX/XX/year> and I was charged a late fee of {$40.00}. I made a payment {$170.00} on XX/XX/year>. I was charged a late fee of {$40.00} on XX/XX/year>. On XX/XX/year> I called Chase and spoke to customer service representative. I let him know that I could not make the full payment because I was furloughed and can not afford the full amount. I was informed that I Should not worry and to pay what I can in XXXX. I paid {$50.00} towards the balance. On XX/XX/year> I spoke to XXXX and XXXX XXXX. I noticed that I was being charged multiple late fees for payments during my payment period. I was charged late fees for payments on XX/XX/year>, XX/XX/year> and XX/XX/year>. I informed XXXX of the late charges. XXXX stated that he will attempt to reverse them. 

I informed Chase that we entered a contract where I would pay {$170.00} for the months listed above. They did not honor that contract. I informed them that I should not be charged late fees for payments that I made. I noticed that they charged interest fees of {$170.00} for those months as well. I questioned the reasoning for requesting payments of {$170.00} even though that is the interest fee. This is customer entrapment. I requested that these fees be reversed. XXXX said that he can try to reverse the fees. I decided to close my account because of their shady and poor business practices. 

My call was transferred to XXXX XXXX to close my account. I informed him that I wanted to close my account. He said that he can not close my account. I was so frustrated because I was transferred to multiple representatives for the same issue. He transferred my call to XXXX in another department. XXXX stated that XXXX informed her that I wanted to close my account. This call was transferred at XXXX XXXX. I asked XXXX if she can see the reversals of the {$40.00} late fees. XXXX stated that she can not see the reversals of the {$40.00} late fees. She placed me on hold and stated that this the reversals will be on my account on close of business on XX/XX/year>. 
I asked about payment options and XXXX did not tell me about the payment plan options. She attempted to end the phone call. I quickly interrupted her before she hung up the phone. She claimed that she didnt try to hang up the phone. I stated that she didnt give me payment options. Shes stated that the collections department can do that so she transferred me to their department. She transferred me to XXXX XXXX in the collections department. The call transferred at XXXX. XXXX was rude and did not inform me of payment options. I requested to be transferred to a supervisor and was transferred to XXXX XXXX. She closed my account. She transferred me to Credit company counseling ( XXXX  ) to discuss repayment options. 

Chase and I entered a contract where I would pay {$170.00} for the months listed above. Chase did not honor that contract. Instead, they charged late fees for payments that I made. They also charged interest fees of {$170.00} for those months as well. Chase charged late fees even though they offered the payment plan. Chase has a pattern of lying to customers as well as customer entrapment. If they can do this to me, a government employee, they are doing this to other people.

Company response to consumer: Closed with explanation