Consumer complaint received 2025-01-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
XX/XX/year>2025 Dear CFPB, I am writing to file a formal complaint against the Military Department of Chase Bank, specifically regarding their refusal to honor the protections provided under the Servicemembers Civil Relief Act ( SCRA ) [ 50 U.S.C. 3937 ] and related state laws, as well as their discriminatory and unprofessional treatment of service members. 

Background I am a XXXX XXXX XXXX member and a resident of California. My ship date to Basic Combat Training ( BCT ) is XX/XX/year>2025, and my training, including Advanced Individual Training ( AIT ), will extend until XX/XX/scrub> 2025. Both BCT and AIT are classified as XXXX XXXX under 10 U.S.C. 101 ( d ) ( 1 ) and Department of Defense directives. 

These periods of service entitle me to protections under the SCRA and California Military and Veterans Code 405, including the right to request a reduction in my credit card interest rate during my active-duty period. 

Issues with Chase Banks Military Department When I contacted Chase Banks Military Department, I encountered the following issues that demonstrate systemic problems within their organization : Misinformation Regarding XXXX XXXX Status : A Chase employee named XXXX incorrectly stated that BCT and AIT do not qualify as XXXX XXXX. When I provided legal definitions under 10 U.S.C. 101 ( d ) ( 1 ) and explained that these trainings are explicitly recognized as XXXX XXXX by the Department of Defense, she dismissed my explanation and responded with hostility. 
Her exact words were : If you want to, go ahead and do whatever you want. Either way, we wont approve it. 

This statement reflects a lack of understanding of military laws and a dismissive attitude toward service members. 

Unreasonable Documentation Requirements : Despite SCRA provisions allowing alternative forms of documentation ( e.g., a letter from my commanding officer, 50 U.S.C. 3937 ( b ) ( 1 ) ), Chase Banks Military Department insisted that I provide my official military orders. 
Military orders are typically issued only days before the ship date, leaving insufficient time for processing. I explained that I would not be able to follow up during BCT due to communication restrictions, but Chase employees showed no flexibility or willingness to accommodate this situation. 
Procedural Barriers and Unfair Treatment : When I asked if I could submit my orders after departure without restarting the process, XXXX stated that I would need to resubmit all documents and restart the 30-day processing period. 
This rigid approach is inconsistent with SCRAs intent to provide timely and accessible protections for service members. 
Discriminatory and Hostile Conduct : XXXX tone and dismissive comments reflect a systemic lack of respect and understanding toward service members. Her statements suggest a discriminatory attitude and targeted behavior against those seeking military-related benefits. 
Legal Violations The actions of Chase Banks Military Department violate the following laws : Servicemembers Civil Relief Act ( SCRA ), 50 U.S.C. 3937 : Failing to honor valid active-duty status during BCT and AIT. 
Refusing to accept alternative documentation permitted under federal law. 
California Military and Veterans Code 405 : Imposing unnecessary barriers and delays that infringe upon the rights of California service members.

10 U.S.C. 101 ( d ) ( 1 ) : Misinterpreting BCT and AIT as not qualifying as XXXX XXXX, contrary to explicit federal definitions. 
12 U.S.C. 5531 ( UDAAP ) : The dismissive and hostile treatment by Chase Bank employees constitutes an unfair, deceptive, and abusive practice against military personnel.

38 U.S.C. 4311 : Prohibits discrimination against service members based on their military status. Chase Banks hostile treatment and procedural rigidity reflect bias against military enlistees. 
Request for Action Chase Banks Military Department has failed to provide the professionalism, respect, and compliance required by law. I urge the CFPB to : Investigate Chase Banks Military Department : Ensure their policies and employee training comply with the SCRA, including proper recognition of active-duty status for BCT and AIT.

Enforce Procedural Reforms : Require Chase Bank to accept alternative documentation such as letters from commanding officers, as outlined in 50 U.S.C. 3937 ( b ) ( 1 ).

Address Discriminatory Behavior : Mandate sensitivity and compliance training for Chase Banks Military Department employees to prevent further discriminatory or hostile conduct.

Ensure Timely Processing for Service Members : Establish clear guidelines to process military benefit requests without unnecessary delays or barriers, particularly for service members with restricted communication during training.

Thank you for addressing this urgent matter. I am available to provide supporting documentation and further details upon request. I trust that the CFPB will take appropriate action to uphold the rights and dignity of service members and ensure accountability within Chase Banks Military Department.

Sincerely,

Company response to consumer: Closed with explanation