Consumer complaint received 2025-12-26 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: NJ

Complaint narrative:
I am filing this complaint because Chase has failed to honor the terms of a written settlement agreement that I accepted and paid in full. 

On XX/XX/2025, I contacted Chase through secure messaging to request a settlement offer for my Chase Freedom credit card account ending in XXXX. In response to my request, Chase provided a written settlement offer on XX/XX/2025. The offer stated that a one time payment of {$280.00} would satisfy the account and that the account balance would be reduced to {$0.00}. 

I accepted this settlement offer and made the required payment of {$280.00} on XX/XX/2025 through Chases payment system. The payment cleared successfully, and I received payment confirmation number XXXX. 

After making the payment, I contacted Chase through secure messaging to request written confirmation that the settlement had been completed. I specifically requested confirmation that the settlement was accepted, that the account balance was reduced to XXXX  as stated in the offer, and that no further collection activity would occur. 

Chase did not provide this confirmation. Instead, Chase responded by processing my message as a request to stop all communications regarding the account. I did not request to cease communication. I requested confirmation that Chase had honored the settlement agreement and finalized the account in accordance with the written terms. 

I followed up again through secure messaging to request that the balance be updated to XXXX  and that a settlement finalization letter be issued. As of XX/XX/2025, Chase has still not reduced the account balance to XXXX. The account continues to show an outstanding balance of {$740.00} despite the settlement payment having been accepted and cleared. 

In addition, I contacted Chase by phone and spoke with two separate Chase call center representatives regarding this issue. Both representatives stated that the remaining balance is supposed to remain on the account and that Chase will simply not pursue collection of the remaining amount. This directly contradicts the written settlement offer, which stated that the settlement payment would satisfy the account and reduce the balance to {$0.00}. Chase has not provided any written explanation for this contradiction and has not honored the written terms of the agreement. 

I made the settlement payment in good faith and fulfilled all obligations required under the settlement. Chase has failed to fulfill its obligations by not reducing the balance to XXXX, not issuing written confirmation that the account has been satisfied, and providing verbal explanations that directly conflict with the written settlement terms. 

I am requesting that Chase take the following actions : Confirm in writing that the settlement payment of {$280.00} satisfied the account in full Reduce the account balance to {$0.00} as stated in the settlement offer Confirm that no further collection activity will occur Correct any internal records and any credit reporting to accurately reflect the account as settled I have attached the settlement request, written settlement offer, proof of payment, secure message correspondence, and documentation showing the balance remains outstanding after payment..

Company response to consumer: Closed with explanation