Consumer complaint received 2025-01-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: JPMORGAN CHASE & CO.
State: NC

Complaint narrative:
I have had a Chase XXXX XXXX for a number of years, their statement/website shows an interest saving balance and explains that if that figure is paid each month you will avoid interest. For a number of years I was enrolled in their auto pay program that automatically paid the interest saving balance each month, I have since disenrolled from that but they do offer an automatic option to pay the interest saving balance. My statement from XX/XX/XXXX due on XX/XX/XXXX had an interest saving balance of {$16000.00}, after the statement was issued I received a refund of {$650.00}, the website showed both the credit of ( {$650.00} ) and a reduced interest saving balance of {$15000.00}, when you click on " pay card '' on the website it gives you the option to pay the interest saving balance ( which reflected the same {$15000.00} figure ) the entire balance or " other. '' I in good faith clicked on the first option that is interest saving balance ... keeping in mind I have done this consistently for years. When I get my XX/XX/XXXX statement I notice that I was charged interest, I called & inquired as to why and was told that since the interest saving balance on the paper statement was not paid that I did not pay enough to avoid interest. I questioned why the website and payment screen gave me the lower ( post credit ) number and indicated that was the interest saving balance if it was not enough? I was met with alot of excuses and she kept going back to previous months. I also noticed that the interest saving balance listed on my XX/XX/XXXX statement was {$2000.00} but the interest saving balance listed on the website/payment screen is {$1200.00} ... .so again for the XXXX ( that i know of ) month in a row the interest saving balance on their statement does not match what shows in my online account or on the payment screen when you click pay card. I asked her did she think if I was making a payment of {$15000.00} I wouldn't have just paid {$650.00} more ... .except that I in good faith went with what their screen showed me and trusted that it was accurate. It has proven not to be, I have other credit cards and never have had there be a different interest saving balance from the statement to the web account/payment screen. I think that this is a very misleading practice, she asked did I even check my statements because I needed to. I obviously do or how else would I have noticed that I got charged interest ... ..but the expectation that as a cardholder I am supposed to know that the interest saving balance in my online account is wrong and that I need to pay the other number is absurd to me... especially considering I have clicked on & paid the interest saving balance in the online account for years and never had this issue. I can't imagine how many people are doing exactly what I have been, trusting that the number that shows up on their payment screen is correct and they think they are avoiding interest but in fact they are not. She would not do anything to rectify the situation and she told me that a manager couldn't do anything else beyond what she could do. I did advise I would be filing a complaint.

Company response to consumer: Closed with explanation