Consumer complaint received 2024-11-16 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: IN

Complaint narrative:
Opened up a Chase credit card in XX/XX/XXXX. It took several times going to XXXX XXXX, XXXX Chase branch to complete this process including several phone calls and two confirmation letters from Chase. 

On first payment cycle I waited for my bill to come in the post mail to pay off my first bill with a physical check and XXXX the Chase rep at the branch signed me up for paperless billing without my consent. He admitted and apologized for this error. I was opening other accounts at this time at my personal bank due to combining finances with my fianc. I was relying on my first bill to be mailed in before I assigned an auto withdraw account. 

When I found out my credit was frozen I called Chase and tried to make a payment over the phone on XX/XX/XXXX and Chase would not accept my payment, due to never receiving a paper bill or a notice of a payment amount and time/date. My fees and interest were waived. My credit is in the XXXX 's and I never missed a payment in my life and I have always paid off my full balance every month for decades. I have never had this issue happen to me ever. 

That day I signed up for a one-time payment from my XXXX XXXX bank account to pay it off 2 days later it was rejected. That day of rejection I went into Chase and talked to the branch manager for over an hour and she did not know what happened and blamed my bank. I called my bank representative with the Chase manager present and they stated the withdraw should of went through. I then showed the Chase bank manager my personal account and account number and routing number and set up a one time payment on XXXX went through. Then after I turned on auto-withdrawal and called Chase to have them state my acct # and routing # were correct, because they do not show all the numbers only four, the rep said the numbers for both routing and account match, due to Chase stating my account # was wrong? 
On XX/XX/XXXX I called Chase and asked why did they not pull my full balance and I was told it was not due because of the XX/XX/XXXX payment. I had to confirm again they had my correct acct # and routing #. 
On XX/XX/XXXX I got an email that Chase will be making an auto-withdrawal. I trusted that Chase had resolved this issue and then on XX/XX/XXXX my fianc contacted me saying that amazon contacted her because my credit was frozen on my Chase card. I called Chase and found out they again are trying to charge me a late fee of {$29.00} and an interest fee of {$100.00}. Chase again tried to blame my bank. I went to my XXXXXXXX XXXX branch had a Chase representative supervisor XXXX and my bank manager XXXX on. a three interaction. We were on the phone for over 2 hours and again I was told the routing # was wrong. I had my fiance check and two Chase representatives check acct # and routing # over the phone prior to second payment. Again, I made another one time payment was assured all acct # and routing # are correct. XXXX then said he will waive fees since there is a problem on Chase 's end with managing my account and being unable to resolve this issue. 

I have spent total time on the phone and at Chase branch and my personal bank close to 20 hours dealing with this basic simple problem that Chase appears to be incapable of competently handling this issue without me advocating for myself. I have never dealt with anything of this magnitude on a simple process of just an auto withdrawal from a credit card. I have nothing to gain from this issue and Chase would have late fees and interest to gain from such " errors ''. I was told there would be an internal investigation in this matter. I believe an external investigation by an outside agency would be appropriate, due to this type of behavior may be a pattern that is affecting others than just me. Others may just pay the fees and not advocate for themselves.

Company response to consumer: Closed with non-monetary relief