Consumer complaint received 2025-07-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: CO

Complaint narrative:
XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX CO XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX Washington, XXXX XXXX Subject : Complaint Against Chase Card Services Sudden Account Closures Without Due Notice or Resolution Opportunity Dear CFPB Representative, I am submitting a formal complaint against Chase Card Services for abruptly and unjustly closing XXXX of my credit card accounts without prior notice, transparency, or any opportunity for resolution. 

The issue began when a payment I made on my newly opened Chase Sapphire XXXX card was returned due to insufficient funds. I fully acknowledge this, but I was not given any chance to move funds into the account before Chase re-attempted the charge. They made no effort to accept a partial payment, communicate electronically, or offer any form of resolution. I BELEIVE THESE ATTEMPTS WERE PRIOR TO THE ACTUAL DUE DATE AS I ATTEMPTED TO MAKE PAYMENT BEFORE I WAS TRAVELING AT THE BEGINNING OF XXXX TO XXXX. 

Critically, the only notice I received about the failed payment came from my bank via postal mail, which arrived well after Chase had already made repeated unsuccessful attempts to withdraw the funds. By the time I became aware, the account was already in jeopardy and Chase never reached out directly by phone, email, or their online platform before taking extreme action. 

Here are the key facts : XXXX of the affected accounts is my XXXX XXXX XXXX XXXX, which Ive had for years. 

The second is the Chase Sapphire XXXX, opened as part of a promotional offer to earn XXXX points that I planned to transfer to my XXXX XXXX account. 

Anticipating a problem, I called Chase before the due date to make a payment over the phone. I later followed up to confirm the balance was XXXX. 

On XX/XX/XXXX, I attempted to purchase airline tickets using my Chase XXXX card, only to find it repeatedly declined. 

I called Chase and was told that both of my cards were closed that same day TODAY XX/XX/year> without warning, explanation, or prior communication. 

The representative could not tell me why, only that the XXXX and XXXX Department made the decision and that no further information could be disclosed. They also told me this is their right to sever a relationship with anyone they feel is a risk financially. 

I was told a payment had been reversed by CHASE mid XXXX, but again, no efforts were made to notify or work with me before terminating the accounts. What if I had been overseas and needed these cards? 

I have a XXXX XXXX XXXX, a long history of responsible credit usage, and I have always acted in good faith. This action by Chase was taken unilaterally, without giving me the opportunity to correct an isolated issue or understand what was happening. I was treated with indifference and tonight i was denied access to the rewards I had rightfully earned. I figured out how to go online and make payments for both of these accounts to bring their balance to {$0.00}. That can be easily confirmed, as soon as I was made aware, through embarassment when attempting to purchase tickets from XXXX, with a declined card, I figured out how to reset my CHASE passwords and make payments that brought both cards to a XXXX balance. The southwest card was always in good standing, and the XXXX XXXX carried a balance for possibly 1 month as I was unaware of the issues Chase was still having. I had phone call confirmation that my payment was received and ALL WAS IN ORDER. Please review the phone call records. 

This process felt discriminatory and disempowering. As a woman, I feel that this XXXX reflect a pattern of dismissive and patriarchal behavior by a large financial institution against individual consumers. 

I respectfully request the CFPB to investigate Chase Card Services for : Failing to notify me of payment issues in a timely and accessible manner Taking adverse action without due notice or opportunity to resolve the matter Withholding the rewards I earned through legitimate use of a promotional card Failing to provide a clear explanation XXXX XXXX for appeal, and was told by the chase agent that there is NO APPEAL PROCESS OR RIGHTS TO APPEAL a Chase bank closed card. 

Possible discriminatory or unfair treatment I am prepared to provide supporting documents, payment records, and communication logs as needed. Please advise me on next steps and how to escalate this matter if necessary. 

Thank you for your time and attention to this matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation