Consumer complaint received 2025-04-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
On XX/XX/XXXX, I applied for the Chase Freedom Credit Card and included a balance transfer in my application. Immediately, I received approval of my application and a confirmation email was received on Chase 's behalf regarding the approval and that my welcome kit would arrive in the mail within XXXX business days. As this is not my first balance transfer, I knew it wouldn't appear immediately in this new account. Therefore, a week passed XXXXnd I tried checking my account via the Chase portal and was unable to access anything regarding the balance transfer. The website would give me the error of " this is currently not working '' or " you do not have access to this information ''. On Tuesday, XX/XX/XXXX, I called Chase to inquire as to why I am unable to see any updates regarding my balance transfer via the portal and I was not provided any information regarding the balance transfer only that there was a security notice on my account and once I had the physical card in my hand I would need to call them. I did inform them I was out of town and  only needed an update on the balance transfer as we were nearing the date of my promotion expiring with the other financial institution but they said for me to call back. On Thursday, XX/XX/XXXX, I was back at my home and retrieved my mail to call Chase. Here I found a letter from Chase stating the balance transfer was unsuccessful due to them not having the payee address. I called the Fraud department, whom I spoke to that Tuesday, and they were confused as to why I was speaking to them since I was calling regarding my balance transfer. Then they transferred me back to card services to follow up on the balance transfer and here is when the agent had to reprocess the transfer. I accepted all the terms and conditions regarding the balance transfer but it was never disclosed to me that the payment would be sent to the payee via mail and it would take anywhere from XXXX business days. As of XXXX XXXX the transfer was processed successfully and it is reflecting in the Chase Freedom account. On Monday XXXX XXXX, I received an email from XXXX ( the payee ) regarding my new balance XXXX it had increased approximately {$2000.00}. When I contacted them, they stated they had not received payment from Chase therefore I am responsible for the accrued interest. That same evening at XXXX I called Chase XXXX spoke to a XXXX XXXX XXXX XXXX whom transferred me XXXX a card services supervisor, XXXX XXXX who XXXX that yes, a check was sent XXXX  XXXX XXXX the window XXXX business days which I informed him was never disclosed XXXX  me nor is in the terms and conditions of this agreement. The supervisor informed me that he was submitting an escalation on the possibility of a wire transfer being done instead and I would receive a response within XXXX business days. I asked for the supervisor to send me some sort of supporting documentation and they stated they will be sending correspondence regarding this escalation. I then called XXXX to speak with a manager and inform them of my status with Chase where they stated I am still responsible for the interest accrued as they did not receive the payment from Chase prior to XX/XX/XXXX. XXXX, the manager at XXXX, provided me an overnight address where Chase can send the check XXXX the payment be expedited. At XXXX I called Chase XXXX. Here the XXXX was stating that she didn't understand why XXXX hadn't received my payment yet because she was it was successfully XXXX cleared in my account. I asked the rep to transfer me to a supervisor as that is who I spoke to before and opened an escalation. I was then transferred to XXXX, a card services supervisor at Chase, I explained to XXXX my interaction with the other supervisor XXXX and XXXX informed me that all that information was incorrect. There is no way a wire transfer can be done/investigated and that he didn't see any note of my escalation. I asked for someone of higher power as I was growing frustrated and XXXX explained XXXXo me that there was no one else and if I wanted to escalate further I would need to send a letter via fax to the Card Services dept at Chase. All of this miscommunication and misinformation has put in me a worse position than I was prior to the balance transfer. Had Chase sent me some sort of notification via the portal or via email as they did when they approved my credit card that the balance transfer was delayed due to the address, this could've been resolved with time. I am now in a position where I'm being held responsible for an absurd amount of interest through XXXX due to Chase 's delay in payment and miscommunication. According to Chase 's prompts, all these calls are recorded so there shouldn't be an issue retrieving these calls to support my report.

Company response to consumer: Closed with explanation