Complaints

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

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• 

  JPMorgan Chase Credit Card

  PO Box 15018 Wilmington, DE 19850

• 

  Chase Card Services (all locations)

  PO Box 100045 Kennesaw, GA 30156-9245

• 

  Chase Card Services (all locations)

  PO Box 100044 Kennesaw, GA 30156-9244

• 

  JPMorgan Chase Credit Card

  225 Chastain Meadows Ct NW Kennesaw, GA 30144-5841

• 

  Chase Card Services (all locations)

  5170 Windward Pkwy Alpharetta, GA 30004-3841

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:05/21/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 have rental car insurance through Chase credit card. I put in a recent claim for damage and have been waiting two months for resolution. They keep sending me the same letter asking me for information which I have now supplied 5 times. I have phoned multiple times (holding on for 2-3 hours at a time) and given them all the additional info they needed. Each time I’m told they have everything they need then I receive another email stating they need the same info I have supplied multiple ways multiple times. I don’t know if this is some tactic to have the client give up on the claim. I need them to do their jobs or actually read my messages and respond with specifics. My claim number is 0008971772-001

  Business Response

  Date: 06/02/2023

  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.

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 20086046
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:05/18/2023

  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.

  Purchased round trip tickets from LAX leaving Nov. 2022 returning March 30, 2023. Upon checking in at counter reservation was found but no ticket was ever completed for return by Chase Saphire Travel. Had to purchase a return ticket with luggage. Was on phone with Chase at time and was assured I will be reimbursed. I have submitted a claim which was denied after 6 weeks and was asked to open a resolution ticket issue with travel which I did. To date May 18, 2023 after many hours on the phone and being promised for returned call this issue has not been resolved. I'm out of pockets thousands of dollars and Chase Travel has given me the run around with promise of resolution and follow up.

  Business Response

  Date: 06/02/2023

  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:05/17/2023

  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.

  Chase Bank should allow customers to opt out of the Visa VAU (Visa Account Updater) program. Customers who manually update their credit card information do not have a need for the Visa VAU program. I want to opt out of the Visa VAU (Visa Account Updater) program on my credit card account.

  Business Response

  Date: 05/26/2023

  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.

  Customer Answer

  Date: 06/02/2023

  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 have to resolve this issue on my own.  Either by contacting each merchant that uses the Visa VAU service or close my credit card account.   These are the two only resolutions to stop the Visa VUA service.  It seems that credit unions allow you to opt out of this service but not the big banks so basically Chase does not opt any of their customers out of the Visa VAU program.   Visa Account Updater, or VAU, is a service that exchanges updated account information between participating merchants and Visa card issuers. Merchants using stored information for recurring payments can use VAU to boost retention and prevent chargebacks.   If you close an online account and they do not respond about removing you from the Visa VAU service, they will still get your updated credit card information when you receive a replacement credit card in the future.  This replacement can be if your credit card was lost, stolen or renewed with an updated expiration date.  Chase should start implementing virtual credit card numbers for customers who do not like the Visa VAU.   Please go ahead and close this issue since I'm having to resolve the issue on my own.  I just wanted other customers to be aware of this issue on the BBB website.
  
  
  Regards,
  Complaint ID: 20069693
   

  Business Response

  Date: 06/20/2023

  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:05/16/2023

  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 4/4/23 i filed a complaint with the cfpb case 230404-10780543 stating the unfair debt collection practices of jpmorgan chase bank, with proof of violations along with an unrebutted affidavit of fact along with exhibits. On 4/20/23 jpmorgan chase bank responded denying the violations refusing to comply with federal laws

  Business Response

  Date: 05/19/2023

  We responded to our customer’s concerns several
  times. 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:05/15/2023

  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.

  Chase Sapphire Reserve Card ending in 1560- My credit limit was 24K- I have always kept a very low balance on this card- under 1500 dollars- Recently bought a new home and moved and brought the balance up to 11K in a 3 month timeframe, which is not even half of the limit. Last week, I received a letter from Chase cutting my limit to 12K. I appealed to Chase and even though they admitted my payment record is “ exceptional” and there are no derogatory remarks in my credit report they would not reverse their decision. This decision of theirs has reduced my credit score 100 points almost overnight and has totally changed my credit profile. Chase’s decision in this case is arbitrary, capricious and not based on facts- just their interpretation. I want all derogatory remarks they have put in my credit report removed and the credit amount reinstated to where it was previously. I feel this a form of retaliation and/or discrimination based on a non factual decision on their part. Again, have never missed a payment with any of my creditors. My salary has in fact increased substantially. Their capricious decision has ruined my excellent credit that I have worked very hard to maintain over the years.
  
  Thanks-
  
  Respectfully,

  Business Response

  Date: 05/19/2023

  We responded to our customer in our letter dated May 19, 2023. 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:05/12/2023

  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.

  Banked with Chase for 10 years, multiple business and personal accounts. Recently had to move accounts to another bank (personal reasons) back in Feb. I had 1.8 million points with Chase at this time. I had called ultimate rewards many times in Feb, requesting to transfer these points to my wife’s account who is still with Chase (private client). That transfer never happened and only 10,000 points were transferred to her. Now they are telling me that I have forfeited all my points? How is this even possible? After years of being a loyal business customer, millions in business w chase, you are telling me I’ve lost a lifetime of points? No one will give me an answer! There should be call logs from Feb 8/9 where I explicitly asked for my points to be transferred, confirmed, but that never happened. Would really appreciate any assistance and a fair resolution to this. Please.

  Business Response

  Date: 06/29/2023

  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:05/11/2023

  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 called Chase's department of cruise and tours on Saturday, May 6th to inquire about booking a cruise with them (call #1). During the call, I verified with the agent the location of the staterooms, the price, and what’s included in the Chase offer (drinks package, WiFi, gratuities, on board credit), all of which I wrote down in my notes. I had a another reservation booked directly with the cruise’s website and was told by the Chase agent I couldn’t transfer the reservation to chase and that I first had to call the cruise line directly to cancel my reservation then call Chase back to book a new reservation. I hung up with the Chase agent, canceled my reservation with the cruise directly, and called Chase back all within two hours of the first call. When I called back (call #2), I explained to agent #2 what I was quoted by agent #1 to which she stated she was not able to honor the original quote because I was told that prices are subject to change as I didn’t put the reservation on hold. I explained to her that I was not told this during call #1 and that agent #1 told me I needed to cancel my original reservation before I could book with Chase (which I did and immediately called back). Agent #2 kept insisting it was explained to me (despite being a different agent from call #1 ) and that this was the reason the original quote would not be honored. Eventually, I asked for my call with agent #1 to be reviewed as they state the lines are recorded and I was told someone would contact me with 24-48 hours.
  
  I missed the phone call on Tuesday, May 9th but was left a voicemail to call the general Chase Travel cruise line back as anyone could help me because they left notes on my file. When I called back (call #3), the third agent I spoke with stated that the calls were reviewed and her notes stated I was told that prices were subject to change. I asked if her notes clarified if this was explained during my first call with Chase to which she said her notes didn’t specify as it stated “calls” in general. I asked if there was a way for me to listen to the call #1 to confirm if I was indeed told by the first agent but she refused. I then asked to escalate the issue within the department and was told someone would call me back within 24-48 business hours.
  
  The next day on May 10th, another agent called (call #4) and he stated he was pulling up the notes on my file before proceeding to reiterate that I was told that the prices were subject to change during my calls but again failed to specify which call(s). It seemed like he was reading the same notes that agent #3 read to me and no one had gone back to listen to the recording again to distinguish if this was explained during the first call. When I asked directly if this included call #1, there was a pause as he hesitated and his voice got faint before he answered “yes”. I’m certain I was not told during call #1 that I would need to hold my reservation or be subject to losing the price quoted. Each response I receive from the cruise and tour department seems to solidify this for me as their answers aren’t direct and their words carefully chosen. Coupled with the fact that they won’t allow me to listen to call #1, I don’t feel confident they are telling the truth. I have no way of verifying if what they’re saying is correct or if they’re lying because they don’t want to honor the price of what I was quoted by the first agent (an over $1300 difference per stateroom). They ended the call by offering me an additional $50 per stateroom which doesn’t come close to covering the difference in what I was originally quoted or the price from the canceled reservation directly with the cruise line.

  Business Response

  Date: 05/19/2023

  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:05/10/2023

  Type:Product 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.

  We booked a trip through Chase Ultimate Point travel website and received an email with confirmation of our flight seats. When we arrived at the airport, we were told we didn't have an assigned seat and had to sit separately for a 6+hr trip. We contacted the airline and they said they never received Chase's reservation for the seat.

  Business Response

  Date: 05/22/2023

  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:05/08/2023

  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 submitted a claim for two $99.00 charges in January of 2023 for a service to be a Texas Registered Agent by a local law firm. I initially reached out to the law firm, who instructed me to file a dispute with our credit card company. After doing so, the two charges were initially refunded and as the credit card in question is rarely used, a rebill for one of the two charges went unnoticed for a time.
  
  After speaking to multiple levels of Chase support, I’ve been told that since I didn’t file a dispute on both charges initially, that it has been too long for another dispute to be accepted.
  
  As of today, there have been 3 charges and 2 refunds for what my initial dispute was about. I’ll own up to any miscommunication on my end, but as a consumer I am not given any further recourse and have been told by 3 chase employees today that they simply can’t do anything to facilitate a resolution to my issue. This may have been especially confusing to explain, as the law firm also double billed us in 2022, but was contracted to perform their services as a TX Registered Agent for that year.
  
  $99.00 may not sound like a lot, but the amount is irrelevant. Whoever might put trust in Chase to resolve a mischarge; be it $5 or $5,000 is not given reasonable opportunity to be a part of the solution. The customer support associates can barely stumble through their scripts, and just seem parrot back parts of what has been explained to them without actually understanding. I was given no indication of what was actually documented for my disputes and and expected to put my finances in the hands of whoever is in control of the keyboard.

  Business Response

  Date: 06/07/2023

  We responded to our customer in our letter dated June 7, 2023. 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.

  Customer Answer

  Date: 06/07/2023

  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.
  The response from the business provides no information or possible resolution proposition, simply a notice that a letter has been sent. I am therefore rejecting the response as I am required to respond within 5 days and have no guarantee that I will receive the letter with enough time to properly evaluate the message.
  
  
  
  Regards,
  Complaint ID: 20032021
   
  
  
  
   

  Business Response

  Date: 07/14/2023

  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:05/08/2023

  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 have an issue with my bank I had dispute transaction for Fashion Nova.
  My dispute was reversed. $108.00 5-2-23, 4/14/2023 $58.42. I filed the dispute because I returned clothes and I never received my my credit… once Fashion Nova notice my dispute they issued a gift card after the fact and my credit was reversed. I don’t think that was fair. My credit wasn’t issued in a timely matter and Chase goes and recoups.
  
  My second issue someone from Chase dispute dept left a message for me to call. Once I called there wasn’t anybody that knew why I received a call in the first place.
  
  No notes were on my account.

  Business Response

  Date: 05/19/2023

  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.