Consumer complaint received 2025-05-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: JPMORGAN CHASE & CO.
State: CO

Complaint narrative:
This is an ongoing issue from a previous complaint with Chase. In the previous complaint I stated that from XX/XX/XXXX - XX/XX/XXXX Chase 's digital platforms ( online and mobile ) had been displaying incorrect information related to my Chase Freedom Credit Card ending in XXXX. It had displayed a balance due of {$0.00} when the card had been accruing a balance and interest charges. The card was on autopay, so I did not know about this issue and assumed I was in good standing, until I received notice that some subscriptions were being canceled due to the card being declined for being maxed out. The result was a balloon amount due on my balance of over {$12000.00}. While a Chase customer service supervisor provided some interest relief of six months and {$1100.00}, they did not remove all interest on the account, did not provide a path to settlement over the balance, and continued to charge interest on the account while this case was under review. 

Further, in their responses to me and to the CFPB, Chase provided incorrect and misleading information. Most significantly three instances stand out listed below. The ultimate result was a prolongued process that involved professional negligence, misleading and false information as well as pressure from agents for me to accept responsibility for the bank 's error. I believe that Chase as a company willfully misdirects clients and makes the process of resolving complaints arduous as a tactic to exhaust its clients ' efforts to reach a reasonable settlement. 

* Chase 's Misinformation Regarding My Complaint * 1 ) Chase 's customer service agents told me that the only way to move forward within the company regarding my dispute was to contact the Chase Executive Team which could ONLY be contacted by physical mail and there was no means of emailing or calling the department. This was tacitly untrue. The Chase Executive Team emailed and eventually called me, only after I filed a CFPB complaint. 

2 ) Chase claimed falsely that they could not see the digital account error that I described in my initial complaint even though I provided timestamped screenshots with the incorrect information displayed as of XX/XX/XXXX when I discovered the error. In my further discussion with a Chase 's Executive Team VP beginning on XX/XX/XXXX, it was denied that the digital error was possible, until eventually a specialist named was brought into a call on XX/XX/XXXX and confirmed that in fact Chase 's system had misrepresented my account balance, which invalidated their CFPB claim to the contrary. 

3 ) Chase 's Executive Team mislead me to believe there was a reduction in my credit limit due an issue regarding a revoked {$10000.00} payment relating to {$110000.00} in an escrow account. This was not at all what my complaint was about, and I had no idea about any of these charges or accounts. When a call with me was referenced by the specialist on XX/XX/XXXX, it became apparent that we had never in fact spoken before and that Chase had been associating false information with my case.

Company response to consumer: Closed with explanation