Consumer complaint received 2026-01-25 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: CO

Complaint narrative:
To the Consumer Financial Protection Bureau : I am filing this formal complaint to demand an immediate and transparent explanation regarding the abrupt and unjustified closure of my credit card accounts by Chase Bank. Despite my best efforts to resolve this through standard channels and the Executive Office, I have been met with circular logic, contradictory information, and a demonstrable failure to perform due diligence on my case. 

On XX/XX/2024, Chase closed all my credit cards, citing a pattern of abuse of the claim process. I emphatically dispute this characterization. I have no knowledge of any activity on my accounts that would constitute abuse, nor has Chase provided any evidence to support this serious accusation. 

Following a previous CFPB complaint, the Executive Office claimed to have reviewed the situation and confirmed the decision. However, during a subsequent phone call, the Executive Office representative explicitly admitted to me that she did not review my specific situation. She acknowledged that she merely reiterated the initial decision made by the back office without independent verification. 

The Executive Office representative advised me that to get details, I needed to speak to the initial department, the very same department that had previously refused to help and directed me to the Executive Office. This circular bureaucracy effectively walls me off from any answers. 

The Executive Office stated the issue stemmed from a specific card ( XXXX  card ). However, when I contacted the supervisor for that specific card department, she confirmed there were no issues, no fraud, and no irregularities on that account. She suggested the problem was with another card ( XXXX card ). It is clear that the Executive Office does not know, or refuses to investigate, what actually happened to my accounts. 

The Executive Office explicitly invited me to apply for a new card. I followed this advice, applied, and was approved. However, before I even received the card, Chase closed the account, citing the exact same pattern of abuse rationale. This confirms that the review process is nonexistent and that I was advised to apply for a product I was blacklisted from holding. 

Chase refusal to provide a specific reason for termination, combined with the admission that my file was not genuinely reviewed, constitutes a failure of customer service and transparency. I demand a written response addressing the following points. 

I request a human review of my accounts to identify and explain exactly what constituted the alleged pattern of abuse. 

I request to know which specific card or transaction triggered this flag, as the specific card department has already stated my account was in good standing. 

I request an explanation as to why the Executive Office claimed to review my case when the representative admitted on the phone that no specific review was conducted. 

I request to know if I will ever be eligible to maintain a Chase credit card again, and if so, what is the specific timeline or process for rectification. 

I have been a compliant customer, and I refuse to accept a generic dismissal based on an automated flag that no one at the bank seems willing or able to verify.

Company response to consumer: Closed with explanation