Consumer complaint received 2026-04-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
Chase Credit Card - XX/XX/XXXX - XXXX Balance - XX/XX/XXXX - Charged {$380.00} ( Paid in full ) - XX/XX/XXXX - XXXX balance - XXXX received new credit cards in the mail that I did not order. Called Chase, identified fraud charges on my card. Fraud said they would remove charges and account was closed. - XXXX XXXX Received letter from collection agency that my account was 70 days past due. Called Chase to find out what was going on. Was told that not all of the fraud charges had been removed. Asked them to review charges and I identified that some of the charges made by me from were from XXXX Was told that my payment had been returned and that they tried to run it for two more consecutive months. Had them total up charges and they came up with {$390.00} ( not the actual {$380.00} that I charged ) Paid the total balance of {$390.00} using the same account I used back in XXXX of XXXX. Was told that fraud would remove the late charges and interest. Note : when I called in XXXX to report fraud, no mention was made about payment being returned or real amount due. ) It was also discovered that someone had changed my e-mail address and phone number on my account. I also was not receiving any statements from chase. - For the second time I was told that fraud would remove late fees and interest. - XX/XX/XXXX - Received letter from collections saying my account was past due. - Called Chase. Was told not all late charges and fees were not removed. On one of several calls back, was told that more fees were removed but there was still a balance of ~ {$120.00}. Asked what the charges were for and they could not tell me. Had a Rep pull all of my statements back to XX/XX/XXXX to review the charges, which he did. ( This is the first time that I had access to every charge on my account. At this time I noticed they charged me an annual fee of {$69.00} in XXXX of XXXX. ( No mention of this charge was made in XX/XX/XXXX or XX/XX/XXXX even though I thought I was paying my account in full for the second time. ) Elevated to a supervisor to investigate. Supervisor called me back and told me he looked back to XXXX and said there was still a balance after he removed charges. I asked him to go back and look from the beginning ( XX/XX/XXXX ) as I had paid my full amount and was sent a statement. He said that he would investigate further and get back to me. ( Name was XXXX- never called ) - XX/XX/XXXX - Called again to get resolution. Was agin told it would be investigated. - XX/XX/XXXX- Was called back by a Rep and she got a Supervisor on the line. Was told by XXXX that the charges were my responsibility because the payment ( {$380.00} ) was an issue between my bank ( XXXX ) and Chase. She later told me it was because my account at XXXX XXXX was not good. ( I pointed out that the same account was used in XXXX to make a payment ( {$390.00} ) She said the annual fee that was charged in XXXX was my responsibility because my account was not closed until XX/XX/XXXX even though I was told my account was closed in XXXX of XXXX, and I only had 31 days to have this fee removed. I never received notice of this charge and was never given the option in XXXX ( within the 31 days ) to have the fee removed. ( Why would Chase expect to collect an Annual Fee on an account that was closed right after fee was initiated? ) Call was concluded by them tyelling me that I owe {$120.00} and there was nothing else they could do for me. Notes : This has destroyed my credit. I went from XXXX to XXXX. In XXXX they said they would send a letter to the Credit Agency to fix my credit. ( Why would they do this if I had late payments and balance still due? ) - When you call about an issue they start you with a collection rep, then collections Supe, then Fraud, then Fraud Supe, then Cust Serv, then CS Supe. They make you repeat the situation at every level. I have been through this cycle over and over until I was given an answer today. I was placed on hold for long periods of time. One time I waited 60 minutes for a Supervisor before I was disconnected because of- system issues. When I did get a Supe days later we were disconnected after a 45 minute wait and a 20 minute explanation of my issue. ( No call back ). When you call back, they have notes on file about my issues but refuse to read them ( unless I ask ) and make me start from scratch. They will not connect with whoever is investigating your case and pretend that they can help. Their communication is very poor and investigation is lacking. - No follow up on initial Fraud claim. No new statement, or discussion about payment returns or new charges ( Annual Fee ) - No follow up on XXXX fraud call. No statements or balance updates. I had to ask the questions to find out my payment was returned and I had to ask fraud if the right info was on record for me ( it was determined that my phone number and e-mail addressed were changed by whoever hacked my account. ) - I have spent over 20 hours on the phone trying to get this resolved only to be continually passed around and forced to explain everything from the start every time. I have talked to approximately 16 different reps. Summary : I had a XXXX balance, paid full balance, received a statement saying balance was XXXX, account was hacked, fraud said it would take care of the charges, account was closed. Everything else is Chases reponsibility.

Company response to consumer: Closed with monetary relief