Consumer complaint received 2025-02-19 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: MA

Complaint narrative:
In or around calendar year XXXX, I opened a Chase Sapphire Reserve credit card with Chase Bank. In or around calendar year XXXX, in the wake of the global pandemic, I downgraded my credit card, from the Chase Sapphire Reserve credit card to the Chase Freedom Unlimited credit card to avoid the annual fee associated with the former. 

In XXXX of XXXX, I took an international trip, and made a very large purchase for XXXXXXXX XXXX  on my Chase Freedom Unlimited credit card. I was not aware that this purchase would be subject to a 3 % XXXX XXXX XXXX, as the Chase Sapphire Reserve credit card is not subject to foreign transaction fees. For this transaction, I incurred a fee of {$180.00} on XX/XX/XXXX. 

During the trip, I used my Chase Freedom Unlimited card on three other occasions, and incurred smaller transaction fees of {$0.00}, {$0.00}, and {$0.00}. On XX/XX/XXXX, I called Chase customer support, explained the situation, and requested a one-time waiver of the foreign transaction fees incurred. The customer service associate initiated an automated request approval process for and notified me that the charge for {$0.00} would be refunded, but the other amounts, including the fee for {$180.00} would not be refunded/ waived. I asked to speak to a manager.

The manager again attempted to refund the amounts, but was " told by the automated system that a refund was not possible ''. After speaking with Chase 's back office team, the manager assured me that the only option left was to mail a written request to an Executive Customer Service Team in XXXX, Ohio -- - no one else would be able to assist me by phone. 

Chase offers a credit card known as the Sapphire Preferred Card, which is not subject to foreign transaction fee, but carries an annual fee of {$95.00}. I was billed more than twice this amount in Foreign Transaction Fees, without the benefits of this card. 

Complaint : As a resident of the State of Massachusetts, Chase Bank has violated XXXX XXXX Unfair or Deceptive Acts. 

When " downgrading '' my credit card, I was not aware that I was subject to a 3 % foreign transaction fee. If I was aware, I would not have made a large purchase on this card. Indeed, the only reason I made such a purchase was because I reasonably assumed that I was not subject to foreign transaction fees. Further, on my Chase online banking profile and phone application, my account is still officially titled as " Sapphire Reserve ( ... XXXX ) '' leading to confusion regarding applicable fees. 

Lastly, when departing for my international trip, I opened my Chase phone application to " log '' my travel so that my purchases made internationally would not be declined due to unusual geographic location. When navigating to the appropriate section to log a travel notice, a message appears as follows : " Good News, there's no need to notify us when you're traveling anymore. You can travel confidently knowing our enhanced security measures will recognize unusual behavior on your account. '' This message provides a false sense of security, disarming a reasonable person from believing that their purchases abroad would be subject to fees. In fact, I had no issues at all completing international purchases, but was deceptively charged with 3 % fees on each transaction. This is unconscionable, anti-consumer behavior. 

Fair resolution : Per state statute, treble damages in the amount of {$550.00} for foreign transaction fees billed deceptively.

Company response to consumer: Closed with monetary relief