Consumer complaint received 2026-02-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: JPMORGAN CHASE & CO.
State: PA

Complaint narrative:
On XX/XX/XXXX, I was informed by JPMorgan Chase bank that I had missed a payment and had a balance due of {$290.00}. This is regarding a Chase XXXX credit card. At that time, I did not have the funds to make the payment, so I scheduled the payment to come out on XX/XX/XXXX ( a Saturday, and Chase policy dictates that weekend payments are withdrawn the next business day ). In this case, the next business day was XX/XX/XXXX. I knew the risk if that payment was missed ( receiving my first and only " late '' on my credit report ), so I made absolutely sure that there was enough money in my bank account, both during the weekend ( just in case ) and of course on the XXXX. The money was never attempted to be withdrawn on the XXXX, XXXX, XXXX, or any day until it was returned. I have attached my bank statement showing that I had sufficient funds in my account between the XXXX and XXXX. 

Fast-forward to Monday, XX/XX/XXXX, where I see in my transactions list the payment was returned. I immediately called Chase and asked for clarification. The agent assures me that I should not be worried and that the payment will be attempted again ( that same day ) and taken. Once again, the money was never attempted to be withdrawn on the XXXX, XXXX, XXXX, or any day until it was returned. I have attached my bank statement showing that I had sufficient funds in my account between the XXXX and XXXX. After this second return, my account was closed. 

On XX/XX/XXXX, my bank XXXX XXXXXXXX XXXX XXXX XXXX confirmed with me that there is absolutely no record from their end that a transaction was attempted and failed during the month of XXXX. At this point, I am completely confused because I had no issues with Chase payments up until that time. 

On the XXXX, I also spoke with Chase, and was told directly by an agent that there was a missing " digit '' in my bank account number, and he subsequently reentered the number manually with my confirmation. This is odd because my account number was never changed by me during the month of XXXX or anytime close to that. I then also created a Chase checking account and made the same minimum payment again using that ( just in case it would not go through my main bank account again ). Both of these payments eventually went through without issue. 

I then called Chase again to determine whether I would receive a late penalty on my credit report. They said they were unsure, though it was likely. I eventually reach a supervisor who tells me he will investigate after I explain the situation. I am told he will reach a resolution in XXXX business days. A month and a half later ( roughly on the XXXX of XX/XX/XXXX ), I receive a phone call from a different supervisor telling me he was reassigned to my case. Initially, he told me that nothing was found during the investigation to support my case, but he was unaware of the specifics, so I gave them to him. He tells me that this is highly unusual, and he will reach a resolution in XXXX business days. A few days later, I got a call back from this supervisor. He tells me that, once again, they could not identify a Chase error and I had no option for further review or escalation. He told me that the agent on XX/XX/XXXX, who told me there was a missing digit and re-input my account number, was " lying. '' At this point, I call my bank. My bank confirms that there was no attempt for {$290.00} to be taken by Chase bank during the month of XXXX except on XX/XX/XXXX after the supposed " lying '' agent fixed and reinput my account details. 

I have since contacted Chase several times about this and have been hung up on multiple times as I was trying to get escalated to a supervisor. I was eventually able to speak with some supervisors, but they defer to the investigation done previously and are unwilling to accept Chase has any responsibility for this situation even though, in their own words, I was lied to and misled by their own agent. Personally, I do not believe that the XX/XX/XXXX agent was lying. The odds that immediately after he reinput my account number and the next payment I made ( the same day ) was successfully withdrawn must be incredibly low. I believe Chase concluded the agent was lying only as a cover to not accept any blame for the situation. 

Currently, I feel extremely betrayed by Chase and find this entire situation, from its start to right now, unacceptable. I would understand more if I had a history of XXXX  missed payments or was otherwise in poor standing with Chase, but I was ( and still am ) not. Therefore, my experience of being hung up on, talked down to, and downright gaslit has been categorically awful and unlike anything I have ever experienced in my life.

Company response to consumer: Closed with explanation