Consumer complaint received 2025-06-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
[ Account XXXX XXXX Credit Card : Account ending in XXXX XXXX. Rewards Balance : Over XXXX miles ( status unclear due to account closure ) ] [ Background and Customer History ] I have been a Chase customer for over XXXX  years, maintaining an impeccable payment history throughout this entire period with XXXX late payments until early XXXX. This demonstrates over XXXX decades of financial responsibility and loyalty to Chase. 

[ Circumstances Leading to XXXX XXXX ] In XX/XX/XXXX, I was forced to withdraw my XXXX special needs daughter from daycare due to documented abuse. I filed both a police report and a report with the state regarding this incident. As her sole caretaker and parent, I had no choice but to keep her home while attempting to maintain my investment advisory practice. 

This situation severely impacted my ability to work normal business hours. I could only work sporadically - early mornings, brief periods throughout the day, and after my daughter went to sleep. By XX/XX/XXXX, the financial strain of being a single parent to a special needs child while trying to maintain a business became unsustainable, and I was forced to close my practice. 

After months of depleting my savings to care for my daughter and maintain our household, I reached a point in early XXXX where I had to prioritize basic necessities - housing, food, and utilities- over credit card payments. 

[ Documented XXXX XXXX XXXX ] My financial hardship is federally recognized : XXXX. IRS Status : In XX/XX/XXXX, the IRS declared my debt " Currently Not Collectible '' ( CNC ) after reviewing my income and expenses XXXX. Government Benefits : I qualified for and received XXXX for my daughter and XXXX  benefits in XX/XX/XXXX [ Communication with Chase ] I proactively contacted Chase to explain my extraordinary circumstances in detail, including : XXXX. My role as sole caretaker for a special needs child who had been abused XXXX. The impact on my ability to work and generate income XXXX. My efforts to balance caregiving responsibilities with financial obligations XXXX. My hardship status To Chase 's credit, their representatives were consistently compassionate and understanding of my situation. They worked with me to enroll in a hardship program, demonstrating initial willingness to accommodate my circumstances. 

[ XXXX XXXX with Chase 's XXXX ] XXXX. Inadequate Hardship Program Structure Despite enrolling in Chase 's hardship program, the payment amounts remained higher than my current financial capacity could support. I clearly communicated this limitation and explained that even the reduced payments exceeded what my hardship status would allow. 

XXXX. Lack of Communication Regarding Account XXXX XXXX concerning, I was not properly notified of my account closure. I only discovered that Chase had closed my account when I noticed a brief note at the bottom of a recent email communication. This lack of direct, clear communication about such a significant account action is unacceptable for a XXXX year customer relationship. 

XXXX. Unclear Status of Earned Rewards I had accumulated over XXXX rewards miles through decades of loyal patronage and spending. Following the account closure, I am unclear about the status of these earned rewards. The lack of clear communication about what happens to substantial rewards balances upon account closure creates uncertainty and potential financial loss. 

[ Impact and Concerns ] XXXX. Inadequate Communication : Failure to properly notify me of account closure despite XXXX year relationship XXXX. Potential Loss of Earned Benefits : Uncertainty regarding XXXX miles accumulated through years of spending XXXX Credit Impact : Account closure during financial hardship compounds credit challenges XXXX. Missed Opportunity : Despite compassionate representatives, systemic failure to provide realistic payment options for documented hardship [ Comparison with Customer Service Quality ] While I appreciate that Chase representatives showed compassion and understanding, the ultimate outcome is concerning. The hardship program structure did not adequately account for the severity of federally-recognized financial distress, particularly for customers caring for vulnerable family members. 

[ Conclusion ] While I recognize Chase 's representatives demonstrated more compassion than they had to, the systematic response failed to adequately address my federally-recognized hardship situation. The lack of proper communication regarding account closure and unclear status of substantial earned rewards creates additional stress during an already difficult period while caring for a special needs child. 

I believe Chase 's hardship programs may need restructuring to better accommodate customers with documented severe financial distress, particularly those with long-standing relationships and extraordinary caregiving circumstances. The communication regarding account actions and earned benefits also requires improvement to meet reasonable customer service standards.

Company response to consumer: Closed with explanation