Consumer complaint received 2026-03-16 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: CO

Complaint narrative:
Chase Visa Credit Card Online Payment Portal & Customer Service : Since XX/XX/year> I have been prevented, with criminal intent, by Chase from accessing ANY of my CC Account information or from making an online payment through their online website portal. I have filed a previous CFPB Complaint and Chase 's response to that DID NOT address the issue and was wholly inadequate to explain why I am being EXTORTED by them and being prevented from accessing my account information.They claimed in their response it is for security reasons, however that is clearly false as I have NO ISSUES Accessing ANY of my other CC or Banking information and EVEN THEIR OWN CUSTOMER SERVICE REPRESENTATIVES HAVE SAID IT IS BECAUSE I CAN NOT PROVIDE THEM WITH A MOBILE PHONE NUMBER... ONLY CHASE ARE EXTORTING CONSUMERS THIS WAY. Additionally, Since XX/XX/year> Chase has failed to provide me with ANY physical billing against my expressed wishes that I receive a physical bill by mail. As the result, I no have ABSOLUTELY NO WAY to check fraudulent activity or any charges made to my credit card account that I have had for over 15 years. Chase Customer Service will not provide me the information necessary to access my account through their online portal to pay my bill and has been attempting to blackmail & extort a mobile phone number from me rather than using the home phone number I have had on file with them since I opened the account well over 15 years ago. When I attempt to sign in online, I am required to verify my identity with a sign in code that Chase automated service calls me with. When I input THAT CODE provided by THEIR automated system that has called my home phone number to provide me, their website tells me in the next screen that I have to call Chase Customer Service phone number. When I call the Chase customer service phone number, after I have provided and verified ALL of my personal identifiable information with agents who can barely XXXX XXXX XXXX XXXX and have accents so thick they can barely be understood, they walk me through the ENTIRE sign in process again, often more than once. The error continues where their website tells me that they do not have a record of a code for me even though the agent has supplied me with one. Then, usually after the call has been escalated to a second or third level support person, I am told that BECAUSE I ONLY HAVE A HOME PHONE NUMBER AND NOT A MOBILE PHONE NUMBER THAT THEY CAN NOT HELP ME UNLESS I PROVIDE A MOBILE PHONE NUMBER. If this is not illegal, it needs to be. I DO NOT HAVE A MOBILE NUMBER AND I SHOULD NOT BE EXTORTED INTO GETTING ONE TO ACCESS AN ACCOUNT THAT I HAVE HAD FOR MORE THAN 15 YEARS! I This month when I attempted to log in numerous times to pay my bill I was prevented from doing so and when I contacted their customer service I requested immediate escalation to a supervisor. I was left on hold for over an hour until their customer service center closed and my call was disconnected. This behavior has been taking place every month since XX/XX/year>, FOR OVER 1 YEAR, and despite my informing Chase customer service EVERY MONTH of the issue and escalating the issue to higher level customer service, Chase has NEVER contacted me and has made NO EFFORT to resolve the situation. Chase is deliberately, with criminal intent to extort me as a consumer, blocking my access to my account information, not providing any billing and making it impossible to pay my credit card bill online.

Company response to consumer: Closed with non-monetary relief