Consumer complaint received 2025-06-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
I am filing a complaint against Chase for misleading customer service that led me to make a XXXX payment under false pretenses. This started last Friday when I first called Chase, followed by written emails I sent on Monday, and continued with a call from an XXXX XXXX  today. 

A XXXX in XXXX XXXX Department told me that if I paid off my XXXX XXXX balance in full, there was a strong chance the interest charges would be refunded as a XXXX  adjustment. I had nearly {$3000.00} left in my account and was hesitant, but the assurance made me believe relief was possible. 

Before I could make the payment, the call was disconnected. When I reconnected, I reached a different representative. She initially told me there was no way to waive the interest. I explained what the first rep had said that a refund was possible after payment and the second rep then changed her stance. She told me she would push hard and XXXX XXXX XXXX on my behalf if I paid in full, assuring me not to worry and that she would do all the talking. 

She assured me she would " push hard '' and XXXX XXXX XXXX on my behalf to request the refundeven though the system had blocked it. However, she insisted that I make the payment first before she could advocate. I trusted her and made the payment. 

After making the payment, she told me the system would not allow a waiver and there was nothing else she could do. She then said she would transfer me to XXXX  customer service, but I told her I had already spoken with them and that the system had automatically denied the request. She acknowledged this and then offered to transfer me to a XXXX in her department instead. I spoke with the XXXX, who confirmed the system blocked any refund and that no further escalation was possible. 

I have also contacted the XXXX  department in writing regarding this issue. Most recently, I received a call from an XXXX XXXX who explained that the system does not allow a refund due to what she and others had entered into the account notessuch as previous goodwill adjustments and payment inconsistenciesbased on Chase 's internal policies. She also stated that there were no other departments to escalate the issue to, which I now know is untrue. I asked her several times if there was any higher escalation path, even mentioning that other banks like XXXX XXXX have escalation departments. She told me that other companies operate differently and that she was the final escalation point. Despite all this, I was initially misled by representatives to pay in full with the expectation that the interest would be waived. The XXXX confirmed no further escalation is possible. 

The total interest charges I am disputing on my XXXX XXXX card amount to {$340.00}, including an initial interest charge and additional interest accrued afterward due to the misleading information and payment delays. I feel misled and manipulated. I made a major financial decision based on assurances that were later denied. This entire experience was misleading. Chase reXXXX led me to believe I would receive relief if I paid in full, and once they got the payment, they changed their story. I am requesting the interest charge be refunded due to the deceptive and inconsistent information I received from multiple Chase employees.

Company response to consumer: Closed with explanation