Consumer complaint received 2026-01-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
I have had autopay on both of my credit cards with Chase the entire time I have had the cards opened. On XXXX of XXXX  I encountered the first issue with Chase stating they are receiving a " none account found '' message when attempting to run my autopsy. I immediately called and paid the payment for the month of XXXX and tried to get some information on why the payment was returned. The customer service representatives were rude and completely negligent in the fact that they had no idea or couldn't tell me why the chargeback was occurring I explained to them there was no reason for the account not to be working that the account was the same as it always was ending in XXXX. They told me that I needed to contact my bank and they didn't have an answer for me. The same issue then happened in XXXX for a second time with Chase trying to run the auto pay and coming back returned. The bank account that it was being returned from was an account ending in XXXX which is not any account that I have ever owned. At this point my cards got shut off. I immediately called and was told to call my bank in which I did and they first told me about the masking issue. They told me that there is something called masking where the banks essentially Mask the account numbers to try to prevent fraud. Only there is a glitch that causes the system to try to run the masked number and not the actual account number. When I contacted Chase again they adamantly told me that that was not what was going on and that somebody had to be going into change it physically. At this point I had to pay over {$500.00} to get the cards turned back on and was told to go in and unenroll auto pay until the payments clear in which I would be able to re-enroll. I did exactly that and for some reason unbeknownst to me the auto pay did not enroll properly and the payment for XXXX was missed. I immediately called again at this point having spent hours on the phone with Chase Bank trying to resolve this issue. I re-enrolled my auto pay with the once again correct bank account number ending in XXXX and was told everything should be fine from here on out. On XX/XX/XXXX I then got a notification stating that chase removed my credit limits down to the utilization on the cards because of return payments on the account. I of course called trying to explain that I have been trying to resolve this issue for months without any resolution and was told only that I could do a reconsideration for the credit limit but it would be another ding on my credit. In desperation I agreed only to be rejected again. At this point I got on the phone with another customer service supervisor who looked at my case and immediately said that this is what happened that my account numbers were masked and that she was very sorry that this all occurred. She then opened up an escalation case in hopes to have the lending Department be able to reinstate my credit limit. I have been back and forth on the phone with these people for hours and hours only for them to tell me that there is nothing that they can do and the credit limit will stay the same. If a customer service supervisor has stated that the account numbers were masked and I did nothing wrong I don't understand how I can be penalized. Due to this situation my credit score has dropped over XXXX points. I am looking to purchase a home and you have completely destroyed my credit with this situation that I have worked so hard for. I am requesting my credit limit be reinstated as there was a glitch in the system and the payments should never have been returned to begin with.

Company response to consumer: Closed with explanation