Consumer complaint received 2026-04-22 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: ME

Complaint narrative:
In XX/XX/XXXX, my bank ( Found ) which I have made payments to this Chase Credit Card, notified me that all accounts held with them would have new routing numbers due to a merger. I was specifically warned to notify Chase that needed to be updated to keep the payment process running smoothly without glitches. and held outdated routing/account numbers for my automatic payments, with old details expiring by XX/XX/XXXX ( see attached Exhibit A : Found email dated XX/XX/XXXX ). I proactively called Chase around XX/XX/XXXX to warn of the change ( debit card number unchanged ) prior to heading off to a funeral. The first payment failed as expected. Upon return, I called again in XXXX to provide updated details. Despite my clear instructions, a Chase representative negligently processed XXXX {$450.00} paymentsone rejected, XXXX processedagainst a ~ {$620.00} balance. This double-processing created a false delinquency. My record with Chase up until then was to make very significant payments almost always paying down near 70 % of my balance. In XXXX it was my goal to pay {$50.00} on the account and close the account in XXXX, as I had an offer from another lending institution with much better rates. Worse, Chase then locked me out of online/electronic account access entirely, preventing me from viewing transactions, balance, or making payments. I made multiple calls ( including in the presence of my XXXX mother where we both had to agree to submitting a verbal affidavit because the representative was recording me and I recorded him, but no resolution. This person never heard that I was locked out and kept stating I did not have the funds in my account. This denial of access impaired my ability to cure any issue and constitutes improper servicing under TILA/Reg XXXX, which requires reasonable account access for billing disputes and payments ( XXXX C.F.R. XXXX ). If tied to electronic payments, it also implicates EFTA/Reg XXXX consumer access rights ( XXXX U.S.C. XXXX ; XXXX C.F.R. XXXX ). I refuse to pay a disputed, invisible balance. My credit score dropped from XXXX ( XX/XX/XXXX ) to XXXX due to these XXXX This banter continued each time I called in being treated as if I was a criminal and not hearing '' I can not open or access my account. I am locked out ''. To this day I have not seen any accounting only messages I need to pay a certain amount by such and such date. I have no way of seeing how that {$450.00} payment was registered, when and what my balance is. All I know is in XXXX of the conversations I was told no late fees would be assessed. I have encloses the letters I have received or copies of the electronic emails. which also do not show me the accounting just a payment I should make ), even if I click the button to pay now it sends an error message to call. Nor doe the regular snail mail XXXX page requests to '' work together ''. And that means I can not verify any information. NONE I filed a complaint with the Maine Attorney General 's XXXX XXXX XXXX ( Case : Intranet Quorum XXXX ), which forwarded it to the FTC and referred me to CFPB, XXXX, and Maine XXXX of Financial Institutions ( see attached Exhibit B : XXXX response dated XX/XX/XXXX ). Chase has failed to verify or correct this. Requested Actions ( within 30 days per FCRA XXXX ( a ) ( XXXX ) ) : Delete or correct the Chase account entirely from my reports. Restore my credit score to at least XXXX ( pre-incident level ). Send me updated credit reports ( free under FCRA XXXX ). Grant access for me to reconcile the account ( I have not seen this account since XX/XX/XXXX ) I was sent a response they are not the correct entity to help now I am sending to you. Enclosures : Exhibit A ( Found email ), Exhibit B ( Maine XXXX letter ), Exhibit C ( Found Payment XXXX XXXX {$450.00} XXXX XXXX Chase XXXX Mail letter XXXX. Chase XXXX email

Company response to consumer: Closed with explanation