Consumer complaint received 2024-12-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: JPMORGAN CHASE & CO.
State: TN

Complaint narrative:
To Whom it May Concern : I am a new Chase Card Holder. On XX/XX/year> at XXXX, I spoke with XXXX XXXX Chases customer service department ( XXXX ) and inquired about the Chase Pay over time plan. XXXX informed me that because I was a new Chase Card Holder I was under a promotion to get this plan at no charge. I told XXXX that the plan was telling me that I would have to pay {$14.00} per month and she told me that it must merely say that to let me know what I would have had to pay if I were not under the promotion and instead encouraged me to continue through with the enrollment process. XXXX also stated that if I do get charged the {$14.00} fee, I could just call back up to Chase and they would correct it for me. 

On XX/XX/year> at XXXX, I called Chases customer service and spoke with another Chase representative who was a male and he too confirmed that the Chase pay over time plan was going to have no fee associated because it was my first one and within the first 90 days of receiving the card. He told me that if I get charged, I could call back up to Chase and have them to correct it. 

On XX/XX/year> at XXXX, I called Chases customer service number and spoke with a Chase card representative who transferred me to a supervisor by the name of XXXX XXXX XXXX XXXX XXXX stated that he would do research as to why the charge of {$14.00} appeared on XX/XX/year> and it would take XXXX to XXXX business days before I would receive a letter in the mail with the resolution. However, XXXX reported that I could call back for updates as well. 

After receiving the dispute letter in the mail, I called Chases customer service number and spoke with a Chase card representative and supervisor again and they told me that there is nothing that they can do to credit me for the {$14.00} per month that I am being charged despite their Chase representative having provided me misinformation at enrollment. They said that I could not pay the amount of the XXXX over time purchase off without paying the entire balance and either way, I would not be able to get the fee waived. They said that they can only waive late fees but are not able to waive the XXXX XXXX XXXX fees as it is entered into their system differently. They also reported that they plan to retrain their staff the rules of the card for future references but there was nothing they could do to correct the misinformed advice that I had taken. 

I have an issue with this because it is my first time having a Chase Card and I was looking at the Chase card representative to advise me correctly ; however, I was told the wrong information and despite Chase as a company knowing that they still refuse to resolve the issue. While I was on the phone with the representative, I had her to repeat to me multiple times that I would not be charged and if I did, I would be able to call back up to Chase to get it corrected and each time she confirmed it with me. I also called back up there and spoke with a second representative who confirmed the same information. But Chase waited until a week later to tell me that they will dispute it and weeks after that to tell me there is nothing, they can do about it. Despite the fact that each step of the way I was misinformed by their staff and if I was not informed the wrong information I would have never signed up for the Pay Over Time option. I believe that Chase does this to multiple card holders and this could be a case that has a lot of people sign on to a class action lawsuit. I plan to speak with my attorney about this if this is not able to be remedied. I also plan to report Chase to the better business bureau to warn other customers.

Company response to consumer: Closed with monetary relief