Consumer complaint received 2025-07-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
XXXX'I am 14 weeks into endless problems with dishonest and incompetent customer service from Chase (XXXX) card services.\n\nThey have continuously changed their story on what charges they can and cannot contest, timeframes, and what they are even doing on my behalf.\n\nThey cancelled a card without asking, for no good reason, and INVENTED a reason.\n\nThey contested charges they were told explicitly NOT to contest, on multiple occasions.\n\nTheyve lied about call-backs and supervisors and Managers that may not even exist, the departments are not talking to each other, and sometimes dont even know which department theyre working in.\n\nAgents and alleged supervisors are not actively listening or comprehending or cooperating, even arguing Im the one who is not listening and even complaining about going in circles when their answer does not address a question.\n\nI sometimes have to ask a question several times, then TELL THEM I AM ASKING A QUESTION, and still cant get a straight answer.\n\nThey cant focus and conflate different stuff. CONSTANT runaround, passing the buck, transfers, stories too complex for simple minds, so XXXX  XXXX  things up even more, making it more complex for the next simple mind.\n\nTheir clueless incompetence has wasted somewhere around 40+ hours of my time, trying to herd the kittens and get them to function.\n\nIt is VERY aggravating, doubly-so when they get me so frustrated as to yell and cuss at their dysfunction, and THEN they insult with pretense that theyre professionals.\n\nIn over two months, it has become clear nobody is in charge, there is no accountability, and no integrity. They repeatedly lie about promised call-backs from Managers and later tell me there is no Manager. \n\nI cant trust a thing they say, and have lost confidence.\n\nCard Services is also firewalled from the bank, so Chase Bank is doing nothing to help.\n\nI have sent letters to card services and corporate, only to learn they gave wrong addresses. Ive gone to a bank location and had the Manager fax same letters to Chase.\n\nThe closest thing Ive gotten to a response is a warning letter about inappropriate conduct with our employee(s).\n\nChase Card Services has NOT behaved professionally or appropriately.\n\n\nInitially, a resolution would have been to resolve the XXXX  dispute that started the whole mess in the timely manner they had iniitially promised.\nLater, after they started tampering with my account, resolution would be about them getting their act togfether.\n\nNow, resolution involves establishing some form of customer service, with competent agents that can actively listen, and a means of someone owning a case to establish accountability.\n\nAnd a final resolution to the ongoing XXXX  dispute (too complex to offer details in this forum, as it gets more complex with more run-around), so that it doesnt continue into a fourth or fifth or sixth, etc month.\n\nAND COMPENSATION, AT THIS POINT. 40+ hours of my time, unpaid, dealing with paid incompetence.\nMy Craigslist account remains blocked until resolution, preventing me from advertising my services: Lost income.\n\n\n\n\n\n\\\n\nThese are the letters I sent, trying to get help after finding Chase Card management futile:\n\nto:\tCHASE BANKXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXFAILING CUSTOMER SERVICE, ALL DEPTS\n\n\nSirs:\n\nI write this letter as a desperate last-resort. All other efforts to deal with customer service problems simply redirect me back to the people who are the problem.\n\nFor the last two months or so, Ibe been having some profound difficulties with OUT-OF-CONTROL  broken and dysfunctional customer service, across-the-board. \n\tAgents and supervisors are not listening or comprehending or cooperating, stories are constantly changing, everyones transferring and passing bucks, running me around and throwing me back down the proverbial rabbit-hole. Agents dropping and abandoning calls, unable and/or unwilling to finish conversations, frequently having to start over with multiple calls over course of a few hours to get anywhere.\n\nAgents and supervisors are very unhelpful when they change their stories, lie, make stuff up as they go along, and invent false narratives, based on their incomprehension, tamper with my account, contest charges and cancel card AGAINST MY EXPLICIT INSTRUCTIONS, ignoring me and hanging up.\n\tCustomer service agents are conflating Fraud and Dispute, with no sign of coordination between departments or effort to coordinate disputes with vendors.\n\nThe countless aggravating hours of runaround with agents and supervisors who cannot listen or understand and therefore cannot know what theyre even doing, having to explain things 3-4 times and then the agent asks again; asking questions over and over again without getting straight answers - HAVING TO TELL THEM I AM ASKING A QUESTION, THEN HAVING TO EXPLAIN THEIR EVASIVE ANSWER DOES NOT ANSWER ANYTHING. Empty promises of call-backs.\n\tLack of functional cooperation gets me yelling, and as it continues, sometimes cussing at them, and then they compound the insult by pretending to be professionals. Which simply means they dont know what the word even means.\n\nONE issue is an ongoing dispute with XXXX.\n\tIt came to my attention that multiple listings for my services (XXXX XXXX XXXX XXXX) were missing the sample images of my work. XXXX  identified it as a bug, but wouldnt discuss how long the problem has been going on.\n\tWith no idea how long Id been paying $XXXX/month for broken listings, I contacted Chase XXXX XXXX inquiring how many months or years we could go back in contesting charges.\n\tI was originally told indefinitely, but need to pull records for beyond 3 years.\n\tIt then changed to 3 years, then to 6 months, then to 3 months, then back to 6 months.\n\nI was then told the process should only take a couple of weeks, maybe a month for it to show on my statement.\n\tBut then only a few showed on the statements, now the story was it would take a second month, and with the lack of coordination, stories from XXXX  and Chase contradicting each other, disputes being contested, Chase is not telling me it could take yet another 2-4 months.\n\n2 months of listings (XXXX XXXX) are confirmed as credited, but the remaining 4 months XXXX XXXX) remain in chaos, (XXXX $XXXX  listings, $XXXX  XXXX, with Chase burying me in individual piecemeal letters I cant keep track of. Meanwhile, while I REPEATEDLY tell them NOT to contest the charge in XXXX, I get a notice theyre contesting AGAINST MY EXPLICIT INSTRUCTIONS.\n\tCustomer communication on progress is very opaque, I only know what agents are willing to tell me, and with changing stories and contradictions, I cant trust what they say.\n\nAnd while the dispute process swirls in apparently-uncontrolled chaos, this threatens my livelihood as I spend hours struggling to herd your kittens.\n\tAND XXXX  is blocking my account indefinitely until this is resolved, so even with their bug fixed, I cannot post new listings advertising my services. With this threatening to drag on indefinitely, your dispute process is growing prohibitively expensive, vastly greater than the amount disputed.\n\tThings have gotten so messed-up XXXX  may never re-open the account, so your damage may be permanent.\n\nAgents are giving contradictory stories, one claiming Chase was contesting the charges as fraudulent instead of not providing services (or whatever your term is), AND IF YOU ARE DISPUTING CHARGES ON WRONG BASIS, IT IS LIKELY TO MAKE THIN GS NEEDLESSLY MORE COMPLEX. \n\nANOTHER issue is an account hack last May.\n\tSomeone hacked my Amazon account, including my XXXX XXXX  handled contesting the fraud, and I contacted Chase to cancel and replace the card. This was not a problem, until XXXX  goofed and the charges showed up in my statement.\n\tI contacted XXXX  and advised them of this, and they started the process of correcting the error.\n\nThings immediately started going wrong when I contacted Chase about the same thing. \n\tAs far as I can tell, the agent was again not listening, couldnt follow the explanation, and CANCELLED THE REPLACEMENT CARD without asking - hanging up on me as I plead with him not to do so. Supervisors responded to complaints with a FALSE NARRATIVE, seemingly based on the agents incomprehension of the conversation. A subsequent supervisor lectured me with that false narrative, as if I were the one who had no clue.\n\n\n\nChase XXXX XXXX customer service seems to be afflicted with what Ive come to call XXXX XXXX XXXX XXXXe, staffed with improperly trained and unqualified agents who compound and exasperate problems instead of helping.\n\tLazy-listening practices, over-reliance on scripts they may not understand, thoughtless and insincere non-apologies such as Im sorry you feel that way, and making customers have to repeat themselves and start over and over, getting themselves into a bunch when they cant listen or understand or cooperate.\n\tDemanding a higher level of respect than they can show for the customer.\n\nThis is all compounded by departments being fire-walled from each other, no coordination.\n\tNo accountability or responsibility for actions.\n\n\nIF CHASE BANK IS UNABLE TO FUNCTIONALLY OR COMPETENTLY CONTEST CHARGES IN A REASONABLE TIMEFRAME, IT MAY BE SIMPLER, MORE PRACTICAL, MORE EFFICIENT, AND MORE ECONOMICAL TO SIMPLY REIMBURSE ME THE $XXXX  BALANCE, CANCEL THE DISPUTES, AND ALLOW ALL PARTIES TO MOVE ON.\n\tWhich would open the door for XXXX to unblock my account and help allow me to make a living.\n\nAND IF CHASE AGENTS AND SUPERVISORS ARE UNABLE OR UNWIL;LING TO COMPETENTLY PROVIDE THE SERVICES FOR WHICH THEY ARE PAID, WHILE GOBBLING-UP TIME CUSTOMERS COULD OTHERWISE USE MAKING A LIVING, PERHAPS CHASE BANK SOULD CONSIDER DOCKING THE NONFUNCTIONAL AGENTS PAY AND REDIRECTING TO CUSTOMERS AS COMPENSATION FOR THE MANY HOURS THAT COULD OTHERWISE HAVE BEEN SPENT EARNING INCOME.\n\n\nPLEASE coordinate between departments and with involved parties, get your acts together, show some of the professionalism the agents invoke, and do what is needed to expedite things.\n\n\nSincerely, \n\n\n\nto:\tCHASE EXECUTIVE OFFICE\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXMy ongoing desperate effort to get some semblance of competent and/or functional support out of Chase-XXXX  remains unresolved. \n\tAgents and supervisors are unable to or refuse to practice active listening, cannot comprehend or cooperate, and therefore literally do not know what they are doing.\n\tDisputes Dept passes the buck and transfers to Fraud, and Fraud passes the buck and transfers to Disputes. When I call Fraud directly, they tell me I am talking to Disputes, and try to transfer me. When I tell them I called Fraud, not disputes, they argue, sometimes relent and magically become Fraud.\n\tI keep getting told I need to speak to the right person and transferred to another agent who tells me I need to speak with the right person. Each iteration of the runaround can take up to half an hour as agents make me start over and over and over and over and over again from scratch explaining things they dont even try to understand before throwing me back down their rabbit-hole to start over with a different agent.\n\tRunning me in circles over things they dont seem to want to understand. While I understand it is difficult for simple people to handle a complex problem, it is the simple people who have made it so complex, by compounding the problems in contesting wrong charges based their own wrong inferences.\n\tAgents claim they are taking notes for the cases, but with dishonesty coming so thick, I have no way of knowing whether theyre lying about taking the notes, or subsequent agents are lying about there being no such notes.\n\tIt seems the only notes you have are about the yelling and eventual cussing your agents strive to provoke, instead of what they are doing to bring it on.\n\tEither way, it gets very frustrating when I have to keep re-explaining things, and agents are active incomprehending the explanations and re-explanations and running me around while ignoring questions and refusing to give straight answers, all while pretending to have professional calls in response to the aggravation they strive to provoke.\n\nIncompetent agents and broken disputes process are extremely time-consuming, aggravating, and vastly more costly in terms of lost income from tied-up time, potential lost income from accounts blocked until Chase gets its act together, than amounts being (incorrectly) disputed.\n\nTo compound things, the Disputes, Fraud, and Escalations departments, according to what supervisors claim, are firewalled from each other with absolutely no sign of coordination, and EVERYTHING is opaque to me as a customer. I only know what Chase tells me, which are largely lies, misstatements and lip service. I can try to piece together what XXXX XXXX might be going on behind the scenes, but thats guesswork.\n\tPast experience tells me to be deeply skeptical of anything Chase says, as any such information has at best a tenuous relationship with fact or reality.\n\nI am unable to distinguish alleged Supervisors from Level-1 agents, there is no discernable difference in competence or cooperation. The general impression is that there are, in fact, no supervisors.\n\tAnd since it has become increasingly clear they are unable and/or unwilling to provide functional help, I have been trying to find a means of communicating with someone over their useless heads. \n\tIn complete absence of management or internal coordination, I finally managed to get an alleged Supervisor to provide a contact for a top-down approach since proper bottom-up channels are broken. I sent that letter off on XXXX PLEASE READ ACCOMPANYING LETTER.\n\tNote that I do not know if you have or will receive that letter, as the address I was provided differs a bit from the one I was provided today while confirming. \n\nA couple of days later, I received my Chase-XXXX XXXX statement, confirming Chase was also contesting the wrong charges with XXXX. When I called about Chases mistakes on my statement, I could not get anywhere, and one Supervisor offered a call-back from a Manager, which was confirmed in a subsequent call with a different supervisor, but the call-back never came.\n\tWhen I inquired about it, they told me that the Manager called several days ago, but also said there was no call or even notes for the call back, and also that I could be put through to a manager (once a 20-minute hold and disconnect, another time, a Manager who was NOT a Manager). And then told that Chase Managers do not do call-backs, and there were no Managers.\n\nWhich goes to another problem, of Chase changing its stories and lip-service every time I talk with them. It is difficult to tell the lies from the lip service from agents just making stuff up or telling me what they think I want to hear.\n\nMy most recent call confirmed I was not going to be able to speak with anyone in charge about the ongoing failures, requiring this second letter.\n\tIt also took three calls, and 3-4 hours with multiple agents, to get any useful cooperation on determining the CORRECT payoff balance of my latest statement. Still a struggle to get supervisors to listen, understand, cooperate, or give useful answers. The first 4-5 figures were clearly wrong and revealed that Chase may still be getting things wrong on contested, reversed and fraudulent charges, repaying the vendor on wrongly-contested charges, or managing the account.\n\tChase makes it very difficult to pay the correct balance, when they have no idea what the correct balance is.\n\tAfter multiple rounds of explaining and trying to get the supervisor to focus, Chase came up with a payoff that was XXXX below my best guess on payoff, but it shouldnt take hours and multiple calls to get Chase to decypher its own thoroughly-confused statements.\n\nAS THINGS CURRENTLY STAND, Chase-XXXX  Visa does not offer functional support, and has no means of addressing it.\n\tEvery contact, chat etc with Chase Bank and ChaseXXXX XXXX  directs me back to the counterproductive customer service phone numbers.\n\nThe cost to me, in wasted time and lost income and potential further lost income due to blocked account(s), while trying to herd your customer-support XXXX, is going into the thousands, with no end in sight as supervisors talk about the two week process growing to a couple of months, then potentially to 4-6 months (the story keeps changing, after-the-fact), is prohibitive.\n\nLip-service about respecting and caring for customers, valuing feedback, and improving service is belied by performance, it becomes increasingly unclear whether agents and Supervisors even understand respect or professionalism. The whole thing reeks of whats come to be known as XXXX  complete with insincere Im-Sorry-You-Feel-That-Way non-apologies.\n\nThe utter and absolute lack of responsibility and accountability adds insult to injury.\n\n\nI have tried to make it clear that if Chase-XXXX XXXX  continues to dispute legitimate charges, dispute charges on wrong premise, and cannot coordinate with vendor or its bank, it might be easier and less costly to all parties, particularly bank and customer, to cancel the disputes Chase cannot manage, and reimburse the customer from Chase funds instead.\n\nI have also tried to make it clear that ChaseXXXX XXXX owes me roughly (as of this time) 40 hours of my life, trying to get them to do their job correctly, with no sign of resolution. This calls for compensation from Chase Bank.\n\tDocking the pay of agents and so-called Supervisors who are unable and unwilling to do the jobs they are paid for, and redirecting the funds to the customers whose livelihoods they are disrupting seems the fairest option.\n\nAnd I have tried to make it clear that if Chase-XXXX XXXX cannot give a correct payoff balance for a statement, that payment will be delayed until they can give a straight answer, and Chase will have to eat any late charges, interest, of fees they incur in jerking me around.\n\n\nPLEASE coordinate between departments and with involved parties, get your acts together, show some of the professionalism the agents invoke, and do what is needed to expedite things.\n\nIssues over course of last 10 or so weeks:\n\t XXXX  charges, XXXX XXXX Contest charges (ad listings did not show sample XXXX  due to what XXXX  called a bug, rendering ads useless. Neither XXXX  or Chase can get stories straight on which charges are contested, which not, grounds for contesting, or status. XXXX  claims to have already refunded charges Chase is contesting, neither party will clarify or coordinate, and Chase is now suggesting that what started as a 2 week to 1 month process may drag out 4-6 months.\n\t XXXX  charge, XXXX XXXX. I had repeatedly and explicitly instructed Chase NOT to contest this charge, so naturally they contested it against my instructions.\n\t Fraudulent XXXX  XXXX  transactions, XXXX XXXX XXXX. Someone hacked my XXXX  XXXX  account and Chase-XXXX  XXXX XXXX  helped with blocking the transactions, Chase replaced the card. \n\tBut the fraudulent charges appeared on my statement anyway, and when I called Chase about it, the agent proceeded to  cancel the replacement XXXX  without asking or authorization, while I repeatedly told him NOT to cancel and replace card, and hung up on me. I later found that he had contested legitimate charges instead of fraudulent ones. THIS AMOUNTS TO TAMPERING.\n\t ChaseXXXX XXXX statement reflecting all these XXXX  Mistaken entries cancelling out valid entries makes the statement needlessly complicated and difficult to decypher, adding more hours to runaround as I try to calculate correct balance, and supervisors cannot.\n\t Countless hours runaround. Trying in desperation to find agents or Supervisors who might be able to actively listen, comprehend, cooperate: The struggle to get competent, functional support, despite Chase-XXXX XXXX efforts. YOUR SO-CALLED CUSTOMER SERVICE IS AN ORDEAL, I LITERALLY DREAD HAVING TO CALL THEM, BUT HAVE NO OPTION OR MEANS OF FINDING SUPPORT THAT IS UP-TO-THE-TASK.\n\n\nHELP!!!\n\n\nSincerely,'

Company response to consumer: Closed with explanation