Business Profile

Bank

JPMorgan Chase Credit Card

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Important information

Customer Complaint:
Due to the volume of complaints filed against this
business, BBB only publishes the details for 15% of the total complaints filed.

Complaints

This profile includes complaints for JPMorgan Chase Credit Card's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

6,371 total complaints in the last 3 years.
2,549 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/20/23 my wife and I reserved a car in Mexico through discovercars.com and select Hertz as the vendor for the reservation. The total we were quoted was $180.86 USD and $31.12 was paid up front. Upon my wife's arrival to Mexico, the vendor tried to convince my wife to add on additional packages. She declined and DID NOT sign anything agreeing to extra packages. We received a copy of the contract as proof of this. However, the vendor added the extra packages and forged my wife's initials in the areas noting agreement for the added packages. I opened a dispute for the difference between what the vendor charged us and the $149.74 we were supposed to pay upon pick-up. Chase has found every route possible to avoid finding the dispute in my favor. They first closed the dispute because I already received a credit (this referred to the credit around pre-paid gas since we returned the car with a full tank). After a phone call, Chase acknowledged the mistake and re-opened the dispute. Another 2-3 closing and re-opening of the disputes and Chase has once again ignored the fraudulent activity of the vendor. I have provided numerous documents multiple times and Chase continues to close the dispute and re-open it. Chase needs to resolve this dispute in my favor because the facts of this are extremely obvious.
Business Response
Date: 03/19/2024
We responded to our customer's concerns. To protect our
customer's privacy, we are not providing you with any details of our
resolution. Our customer may use their discretion in sharing our response
directly with you.
Customer Answer
Date: 03/31/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. The company has a policy that customers will not be held responsible for unauthorized transactions. Evidence that the transaction in question has been provided and the company has ignored the evidence provided. I am requesting Chase to stop ignoring the evidence provided and provide me a refund.

Regards,
Complaint ID: 21440661

Business Response
Date: 04/10/2024
We responded to our customer’s concerns in our letter dated April 10, 2024. To protect our customer’s privacy, we are not providing you with the
details of our resolution. Our customer may use their discretion in sharing our
response directly with you.
Initial Complaint
Date:03/14/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
9/19/23 merchandise has been returned and received by the merchant;

The dispute was opened with Chase during the return process.

The merchant takes returns through a third party DHL.

Chase closed the dispute without rectifying the matter.

The merchant has refunded 1 of 2 returned pieces of merchandise but not the other.

The merchant has been contacted and provided proof of the return.

Chase has been notified that the merchant has all merchandise but has failed to refund the charge despite contact attempts.

Chase refuses to complete the investigation despite their promise of no fraud liability.

I obtained the following info for disputes:

Chase Credit Card Disputes
Fax#: 888-643-9624

Card Member Services
PO Box 15299
Wilmington, DE 18950
Business Response
Date: 03/18/2024
We responded to our customer's concerns. To protect their
privacy, we are not providing you with any details of our resolution. Our customer
may use their discretion in sharing our response directly with you.
Initial Complaint
Date:03/13/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm a Chase Sapphire Preferred card member. I booked a room at the Aventura Hotel in LA via Chase Travel for 1/19/2024 using my points. I used 14,947 points to book a two-bed room for myself and my teenage son. However, upon my arrival at the Aventura Hotel around 10 pm, they only provided me with a small room containing one bed. When I inquired with the hotel manager, they stated that this was the room according to their system. Subsequently, I contacted Chase Travel customer services and provided them with a screenshot from the Chase travel website, which clearly showed the booking for 1 double + 1 Queen, and I had paid for a room with two beds. After enduring a two-hour wait, they informed me that they would conduct an investigation but were unable to rectify the issue that night. Despite my frustration and exhaustion, I requested a full refund. They stated that if their website was indeed at fault, they would refund me. Today, on 3/12/2024, Chase Travel contacted me and apologized for the misinformation on their website, acknowledging it as their fault. However, they informed me that they could only refund 5000 points, which is not even half of what I paid. I feel like I've been deceived. It was such a horrible experience with Chase.
Business Response
Date: 04/16/2024
We responded to our customer's concerns. To protect their
privacy, we are not providing you with any details of our resolution. Our
customer may use their discretion in sharing our response directly with you.
Initial Complaint
Date:03/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am long time Chase band customer and I have Chase Sapphire card which include travel issurance. I visited Peru in June 2023 and kids got sick there and trip was interupted. I filed claim to Chase credit card company on July 5th 2023, the total amount money I claimed is around $4000, but they only paid $216, the rest expenses are just waiting. The resort/hotel or rail company is in Peru and I can understand it is not convenient to contact with them, but it should not wait so long. I made phone call in January, the customer service respretentive said they should contact with me on Feb 9th, but I never receive any call back.

9 months passed and nobody contact with me in last 3 months. The service is not unacceptable.
Business Response
Date: 04/16/2024
We responded to our customer's concerns. To protect their
privacy, we are not providing you with any details of our resolution. Our
customer may use their discretion in sharing our response directly with you.
Initial Complaint
Date:03/08/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
2/1/2024 paid bill due 2/27/2024. Received call from Chase 3/8/2024 said my February payment was late. They admitted a February payment was made but credited it to January. Said my billing cycle began on the 2nd so I am late and they are sending it to the credit bureaus as late payment. I still can’t find the “billing cycle” date on the bill. My husband is a retired disabled veteran and I am also disabled. We pay our bills at the start of the month and always pay over the due amount. It is strange their billing cycle is 25 days prior to the due date. Now I have to pay over $700 before 3/27/2024 to bring my account current. Thieves!!!
Business Response
Date: 03/19/2024
We responded
to our customer's concerns. To protect their privacy, we are not providing you
with any details of our resolution. Our customer may use their discretion in
sharing our response directly with you.
Initial Complaint
Date:03/08/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to dispute a credit issue concerning a debt allegedly owed to JPMCB Card Services. Despite multiple attempts to resolve this matter directly with JPMCB Card Services, I have been unsuccessful in obtaining the necessary documentation to validate the debt and clarify my obligations.

According to my credit report, the account details are as follows:

Creditor: JPMCB Card Services
Reported: Feb. 18, 2024
Balance: $10,530.00
Credit Limit: $11,500.00
Payment History:
Last Payment: Dec. 30, 2019
Current Payment Status: In Collections/Charge-off
Amount Past Due: $10,530.00
Worst Payment Status: No Info
Account Status: Derogatory
Type: Flexible Spending Credit Card
Responsibility: Individual
Remarks: Charged off as bad debt, Canceled by credit grantor
Times 30/60/90 Days Late: 0/0/0
Closed: Jun. 17, 2018

I am formally disputing this debt for the following reasons:

Lack of Contract: I have no contractual agreement with JPMCB Card Services and have never entered into any financial arrangement with them.

Failure to Provide Documentation: Despite my requests, JPMCB Card Services has not provided me with the original contract or any documentation proving that I am liable for the alleged debt.

Lack of Verification: The burden of proof lies with the creditor, and JPMCB Card Services has failed to provide sufficient verification of the debt's validity.

Consumer Rights Violation: I believe that my rights as a consumer have been violated by JPMCB Card Services' refusal to provide essential documentation and their insistence on pursuing this debt without proper validation.

I respectfully request that the Better Business Bureau intervene on my behalf to resolve this matter by removing the reported debt from my credit report. I urge you to investigate this dispute thoroughly and assist me in reaching a fair and equitable resolution.

Thank you for your attention to this matter. I look forward to your prompt response.

Sincerely,
Business Response
Date: 03/26/2024
We responded to our
customer's concerns. To protect our customer's privacy, we are not providing
you with any details of our resolution. Our customer may use their discretion
in sharing our response directly with you.
Customer Answer
Date: 03/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

I wish for details to be shared with me.

Regards,
Complaint ID: 21403388

Business Response
Date: 04/09/2024
We responded to our customer's concerns. To protect
their privacy, we are not providing you with any details of our resolution. Our
customer may use their discretion in sharing our response directly with you.
Initial Complaint
Date:03/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against Chase for issues related to the Hyatt Chase Credit Card promotion that I participated in. I applied for the Hyatt Chase Credit Card on May 4, 2023, attracted by the promotional offer which promised a $300 statement credit and 5,000 bonus points upon spending $3,000 within the first three months.Despite fulfilling the spending requirement, I only received the 5,000 bonus points and did not receive the $300 statement credit. Upon noticing this discrepancy, I contacted Chase customer service for resolution. Initially, I was informed that it would take 18 weeks for the statement credit to be applied. However, after the indicated period passed without any credit being applied, I reached out again for clarification.In subsequent communications, Chase erroneously stated that I had received my statement credit. However, this was incorrect as the amount in question was actually a partial refund from the Hyatt Hotel due to an early departure, not the promised promotion. When I attempted to clarify this issue and provide evidence to support my claim, the communication from Chase became inconsistent and unhelpful. Despite my efforts to resolve the situation by providing the necessary information, Chase has ceased to respond meaningfully to my inquiries and has provided conflicting information regarding the promotion I was supposed to receive.It is distressing and disappointing to experience such a lack of accountability and customer service, especially in relation to a promotion that was a significant factor in my decision to apply for the card. I have made several attempts to address this issue directly with Chase, to no avail. At this point, I am seeking the BBB's assistance in resolving this matter. I am attaching screenshots, the 320.43 was not a statement credit. But a deposit I paid and got refunded.
Business Response
Date: 03/12/2024
We responded to our customer's concerns. To protect our
customer's privacy, we are not providing you with any details of our
resolution. Our customer may use their discretion in sharing our response
directly with you.
Customer Answer
Date: 03/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.I don't appreciate 5 calls within 3 minutes from Chase. What more evidence would you want, you can see when I signed up for the card. There was 5k points and a statement credit. I have a message from Chase that I received the credit and I let them know they were incorrect as I only got a refund from a hotel I booked. And no one has reviewed my screenshots regarding that matter. I was told I had received it because I qualified. And then you're telling me I didn't. So obviously I don't trust chase. It's not even about the statement credit anymore it's about the blatant disrespect and borderline harassment for calling me multiple times. So fine, don't honor and I will still continue to tell and report wherever I can that this was false advertising and that's illegal.

Regards,
Complaint ID: 21402431

Business Response
Date: 04/04/2024
We responded to our customer’s
concerns. We understand that our customer is not satisfied with our response,
but without new information to review, our decision will not change.
Initial Complaint
Date:02/27/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
JPMCB account number 123110XXXXXXX has violated my rights in accordance with 15 U.S. Code § 1681a - Definitions; rules of construction(2)EXCLUSIONS-Except as providedin paragraph (3), the term "consumer report" does not include--(A) subject to section 1681s-3 of this title,any=(i) report containing information soley as to transactions or experiences between the consumer and the person making the report;
15 USC 1666b A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose,
15 USC 1681b Permissible purposes of consumer reports (a)In general Subject to subsection (c),any consumer reporting agency may furnish a consumer report under the following circumstances and no other: (2)In accordance wih the written instructions of the consumer to whom it relates.
15 U.S. Code § 6802 - Obligations with respect to
disclosures of personal information
(a)NOTICE REQUIREMENTS
Except as otherwise provided in this subchapter, a financial institution may not, directly or
through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information,
unless such financial institution provides or has provided to the consumer a notice that
complies with section 6803 of this title.
(b)OPT OUT
(1)IN GENERAL A financial institution may not disclose nonpublic personal information to
a nonaffiliated third party unless—
(A)
such financial institution clearly and conspicuously discloses to the consumer, in writing or in
electronic form or other form permitted by the regulations prescribed under section 6804 of
this title, that such information may be disclosed to such third party;
(B)
the consumer is given the opportunity, before the time that such information is initially
disclosed, to direct that such information not be disclosed to such third party; and
(C)
the consumer is given an explanation of how the consumer can exercise that nondisclosure
option.
Business Response
Date: 03/05/2024
We
responded to our customer in our letter dated 3.5.2024 . To
protect our customer's privacy, we are not providing you with a copy of the
letter. Our customer may use their discretion in sharing our response directly
with you.
Initial Complaint
Date:02/21/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a product and disputed it on my credit card because I didn’t receive it and the merchant would not respond to my emails. The tracking number says it was delivered on 11/09/23 which didn’t happen. I disputed the charge on the app on 11/10/23. I got a credit from chase and then they had rebilled my account in December due to “no response”. They had reached out to me via phone call but I had a spam blocker on. The letter says I received the merchandise which is not true. The information Chase provided to me was that merchant said it was delivered on 11/09/23…. I HAD CALLED IN ON 11/10/23 stating that didn’t happen! I work on the disputes department at another bank. Per Visa regulations, proof of delivery DOES NOT equal proof of receipt. Also, Visa literally states that the cardholder must SIGN authorizing a package to be left without a signature, I did not do that. Therefore, they should have maintained my case but they didn’t. I reached out to the dispute’s customer service asking to speak to some in the dispute department that worked my case… well apparently disputes department doesn’t do calls. Do you know how frustrating that is? They can make decisions about my money but don’t have to explain or hear me out when it’s incorrect? There was no reason to need to call back in December as I literally provided all the info needed and they are saying that I needed to reassert that I didn’t receive merchandise. Why would I need to retell the same thing I already said on 11/10? I work at a bank and if merchant provided delivery date before the dispute start date, we can maintain without reaching out to the cardholder.
Business Response
Date: 03/14/2024
We responded to our customer's concerns. To protect their
privacy, we are not providing you with any details of our resolution. Our
customer may use their discretion in sharing our response directly with you.
Initial Complaint
Date:02/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I don't have a contract with this account and this is a fraudulent account being reported that isn't mine.

JPMCB CARD
Account# 521307XXXXXX
Opened: October 22, 2021
Balance: 0
Business Response
Date: 02/26/2024
We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer Answer
Date: 04/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

Good morning, I would like to reopen my complaint. No contact was made with the business and no resolution was met to my problem.

Regards,
Complaint ID: 21322524

Business Response
Date: 04/26/2024
We responded to our customer's concerns. To protect our
customer's privacy, we are not providing you with any details of our
resolution. Our customer may use their discretion in sharing our response
directly with you.

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JPMorgan Chase Credit Card is NOT a BBB Accredited Business.