Consumer complaint received 2025-06-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On XX/XX/XXXX, I spoke with Chase representative XXXX ( ID XXXX ) regarding a hardship settlement for my Chase Ink Business Credit Card ending in XXXX. I offered to settle the account for {$3000.00} flat, paid in full, which was reasonable given my financial hardship and prior settlement discussions. XXXX rejected the offer, countered with {$3700.00}, and refused to provide a written copy of Chases internal policy that supposedly prevents providing written terms before payment. He said I had to verbally agree during the call or the offer would be void.

This followed weeks of inconsistent, confusing, and frustrating communication from Chase. 

On XX/XX/XXXX, I was verbally offered a {$3400.00} settlement by Santash ( ID XXXX ). I told her I would consider it, and she said I could call back anytime to move forward. At no point was I told it would expire or be void. On XX/XX/XXXX, I spoke with XXXX ( ID XXXX ) from the Settlement Department, who repeatedly dismissed the {$3400.00} offer because it wasnt entered in the system. At the same time, he continued referencing an older offer from XX/XX/XXXX, for {$4000.00}, as if that one still applied. Chase has repeatedly stated that settlement offers dont become valid unless the customer agrees, yet here they were enforcing an older, higher offer while refusing to honor a more recent, lower one. 

Because XXXX was giving me the runaround and wouldnt acknowledge the more favorable offer from XX/XX/XXXX, I asked for the call to be reviewed. He said it would take XXXX to XXXX business days and that a supervisor, XXXX ( ID XXXX ), would call me back. No one ever followed up. 

On XX/XX/XXXX, I spoke with a representative named XXXX ( ID XXXX ). I pressed for answers and explained that I may need to report this to regulators due to unfair settlement handling and conflicting information. Only after that did XXXX suddenly confirmed that the call had been reviewed, and he immediately transferred me to the Settlement Department, where I spoke with XXXX XXXX ID XXXX ), the manager who ultimately rejected my {$3000.00} offer.

Throughout this process, Ive received conflicting information from Chase representatives, including : Whether lump-sum settlements are allowed Whether written documentation can be provided before payment Whether the account reports to my personal credit Which offer amounts and terms were valid and why Ive asked for written confirmation multiple times and have been denied every time. I even asked to see the internal policy Chase keeps referencing, and that too was refused. I was simply told to agree or you must start the application over, which felt like pressure, not transparency. 

For context, the XXXX tied to this business account was closed and legally dissolved in XXXX. XXXX no longer operating any business under that entity, and Im making this effort personally to resolve the remaining balance in good faith.

At this point, it feels like Chase is using inconsistent policies, internal confusion, and credit-related pressure to force a higher payment, while denying me access to information that any reasonable consumer should be given. Im trying to settle this account responsibly and fairly, but I cant do that when Chase wont provide written terms or honor recent discussions. Im simply requesting a chance to resolve this with transparency, consistency, and fair treatment.

Company response to consumer: Closed with explanation