Consumer complaint received 2024-09-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO.
State: MD

Complaint narrative:
I received an email from Chase Visa, alerting me that my new credit card statement was ready. The email was sent out to me by Chase on XX/XX/XXXX shortly before XXXX XXXX, but my statement was supposedly made available to me on XX/XX/XXXX, I download my statements and examine them to make sure that they are accurate and complete - and I have found errors in statements in the past, despite what Chase would have you believe. 

I tried to do just that, download my statement, and I wasn't able to get onto the bank 's website because the bespoke, 2-factor authentication system they have built for themselves did not work properly. So, I called the only number made available to me by the website, which is not the number I am told to call about my credit card. 

I pay Chase money every year, which supposedly qualifies me for additional benefits ( none of which I seem to ever actually qualify for, and most of which have been taken away over time ). I have one of Chase 's Sapphire Preferred cards. 

I ended up spending over 15 minutes on the phone, talking to two women who work for, Chase, who were completely unable to tell me what had happened. The woman who is supposedly the " tech '' support person working for the company, who was obviously an XXXXXXXX XXXX, was horrendous to work with. She was dismissive and rude, and refused to enter a trouble ticket, despite my telling her that I want to know what happened in the system validation process that caused me to not be able to get to my account quickly, and to have to interact with her in the first place. 

As I noted above, I pay Chase for the use of this card, and Chase also takes the highest fees allowed by VISA to process transactions I make using the card. I think Chase owes me some explanation other than " it's a system, and glitches happen. '' We live in an era of ever mounting ways to be stolen from online, and I want to know what Chase has operating behind the scenes when I log onto their website to complete my banking with the company. I am fed up with banks and shopping sites losing my personally identifiable information, and their employees acting as if it's just not a problem. 

IT IS A HUGE PROBLEM!!!!!!!!!!!!!!! 

I want my government to start to hold banks like Chase to account for these kinds of issues. I want to know what happened today when I tried to get into my account online- an account I use for Chase 's benefit, not mine in reality - and I want a better explanation than " it's a system, sometimes glitches happen. '' Glitches only happen when some system doesn't perform properly, and I should know what the problem was today, at least sufficient for me to understand what system failed to share what information that was needed. 

I want good security on my bank accounts, but I do not want that security to impair my ability to get into those accounts when I want to get into them ; and when such impairment occurs, I expect Chase 's people with whom I have to interact to understand that their airy-fairy explanations do not meet appropriate standards for this customer.

Company response to consumer: Closed with explanation