Consumer complaint received 2025-12-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Add-on products and services
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/XXXX, the Chase online for my XXXX credit card, noted that a {$620.00} purchase Id made on XXXX was eligible for a pay over time program, which I submitted for. Right after submitting I realized that that specific purchase had already been paid in full when I paid the {$2500.00} statement balance on XXXX. The purchase should not have been eligible for pay over time because it was already paid off in full. I immediately called Chase customer service and explain the situation and requested they cancel the payment plan. The representative said she could not cancel it but assured me that it would not post, that the system would catch and flag it as already paid and automatically cancel the plan. She said to check my account the next day, which I did. The payment plan remained in effect. I called customer service again and had to go through the entire situation with them. This customer service agent said that I would have to wait until the closing of the statement period, but that it should update as cancelled and removed at that time. The customer service agent assured me it would no longer show as an active plan. When the new statement came out in XXXX I checked and the plan was still active. On XX/XX/XXXX, I went into the XXXX XXXX branch and was assisted by the banker support agent XXXX ( XXXX ) XXXX XXXX. He called the credit card and spoke directly, explaining the situation fully. The person told him that it should be corrected overnight. The next day it still remained and active plan. I returned to the bank on XX/XX/XXXX and XXXX again called the credit card. And once more, they offered reassurance that the situation would be fixed at the closing of the statement period in XXXX. In my behalf, XXXX asked them to send me an email stating their acknowledgment of the error and the correction that was planned. Apparently, they said they would not be able to do that. XXXX then asked them if they could at least send an email to him stating that the situation would be corrected and they said they could not. When the XXXX statement came out, the plan was still active and included the first payment of {$110.00} which includes a {$6.00} service fee. On approximately XX/XX/XXXX XXXX reached out again, and told me that this time he was going to escalate the issue. On XX/XX/XXXX, I received a call from XXXX with Chase complaint escalation at ( XXXX ) XXXX ext XXXX. He had a good understanding of the situation and had reached out to the credit division. ( Case # XXXX XXXX ) .He told me that he had followed up and spoken with a representative who informed him that they were not able to cancel the pay over time plan because I had other active plans in place. I questioned the rationality of this statement, and the fact that I would end up paying twice for the same purchase, plus fees, making a {$620.00} purchase cost {$1200.00} plus {$37.00} in fees. At the close of the call, XXXX stated that he would follow up again with his expanded notes from our call and get back in contact with me. This situation is going on XXXX full months. The simplest solution would be for the bank to cancel the pay overtime account, but they are unwilling to do so. I also want to bring up that the Chase online system appears to have a significant glitch in that it lists any payment over {$100.00} as eligible for a pay overtime program, whether or not that purchase was already paid off in a previous payment. The fact that I am unable to correct this issue in addition to a system that allows for it to easily occur, makes me concerned that this is a predatory consumer financial product.

Company response to consumer: Closed with explanation