Consumer complaint received 2022-10-24
Company: JPMORGAN CHASE & CO.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
XX/XX/2022 To whom it may concern, My name Is XXXX XXXX, I am writing this letter to file an official complaint about my recent experience with Chace Bank, a business of JPMorgan Chase & Co . 
I am a Belarussian citizen, currently legally residing and working in the U.S. with XXXX visa approved, I have XXXX number, I am officially employed with XXXX XXXX XXXX as XXXX XXXX and XXXX XXXX XXXX. 
On XX/XX/2022, I went into the Chase Bank branch, located at XXXX XXXX XXXX XXXX, XXXX, FL XXXX. I was being helped by XXXX, who was very polite and qualified. I opened an account with your bank, applied and got approved for the Sapphire Reserve credit card, and for a checking account with a debit card. When opening an account, I have clearly stated that the only condition under which it makes sense for me to get a Credit Card with a high annual service fee is if I can hit the bonus points by spending the required amount in the first three months. I have also stated that my work requires international travel, and that I am going away for awhile ( longer than XXXX months ) to the XXXX region to scout hockey players, and that XXXX XXXX  wont be working over there because of the Sanctions imposed on the XXXX XXXX XXXX  financial systems. I was clear in expressing that I am leaving on the XXXX of XXXX and that I need to receive the card withing next couple of days to be able to spend the required amount of money before I leave for my trip, and to be able to use the Priority access during my long trip to XXXX, and I was assured that it was possible to do, which it should have been. 

On XX/XX/XXXX I have received my Credit Card by mail, activated it, and started doing online shopping as planned with the goal to execute a previously mentioned plan. I have successfully used my card to pay for XXXX orders, one from the XXXX for approximately XXXX $ and one from the XXXX website for XXXX XXXX After these XXXX purchases my card have stopped working, even though my approved credit line is over XXXX XXXX I could not make any more of my planned purchases, and due to the time limit, after that day I already wouldnt be able to receive orders on time. So, I called the support number, spoke to a person who told me that the department that can resolve my issue is closed for the day already. Next morning at around XXXX XXXX  I made a call to a proper department, I spoke to a very rude employee of Chase bank, who could not verify my account via text message to my XXXX phone number. She promised to give me a call back on that number but never did. So, I called again, I spoke to another employee who proceeded to verify me by asking security questions. I was asked 4 questions, three of which made sense, but the last question was asked based on inaccurate information. I was asked how long do I have credit card with a furniture store located in XXXX, XXXX? I told the employee, that I have never been there and that it is probably an inappropriate question to ask me. Attached you will find a printout of my credit history, where it is visible that I have never had a credit line open in that region. Naturally, I was not able to answer that question, and was informed that my account is closed now! After no clear instructions as to how to unlock my account, I took time off from work, and visited two Chase branches. To keep this as brief as possible I will not mention names of employees and specific branches. In the first instance I was told that there is no way to verify me ( even though I had 3 forms of photo ID on me, my SSN and the prove of the address. ) I was told that I must email this information in through the branch, and that the process might take a long time. I went to a different branch, trying to explain that my situation requires a timely solution and that I am leaving the country soon, but was told that the only way to verify my account, after I got locked out of it for no evident reason, and after it got closed out for the question that had no connection to me, was to go through the scan process. I agreed and it took about two and a half hours to scan three documents, the employee that worked with me at the XXXX XXXX XXXX XXXX, XXXX, FL XXXX branch this time, was not qualified at all, I was introduced to a different worker there who told me, that they will send my information in, and that I can leave the branch, I continuingly asked to expedite the process, but was told that I can do it tomorrow over the phone, even though tomorrow was going to be Saturday. Then I asked to file an official complaint and to wave a yearly fee for the card use, since I lost the access to my card due to no fault of my own, and that the incompetence of the employees stopped me from spending the required amount of money to get the bonuses that come with the card, and that I will not be able to access priority with the card that I am paying XXXX $ for when I need it. I was told that I could just close the account, but my counter argument is, who is going to give me my credit score points back, I lost XXXX point due to the inquiry and if I close an account and open a new one, I will lose even more. Additionally, I was told by the Chase bank employee that I can leave the branch and that I promise that the complaint will be filed. Next day, I tried calling to expedite the process, but was told that the revision department does not work during the weekends. 
Given all the information from the above, I would like to request for this complaint to be officially registered with Chase Bank, with JPMorgan Chase & Co., and with Consumer Financial Protection Bureau. I have been, objectively, mistreated by several Chase employees, and their unprofessionalism in combination with the mistake of the verification system, caused me financial loses in money and in credit history. Additionally, I would like to request a resolution of this situation. Please wave the annual fee or reward my account with the bonus that I missed out on through no fault of my own or remove the credit inquiry from my account so I can start a new one without a damage to my credit history. 

You can contact me at XXXX, through the Chase Banking app, via mail ( XXXX XXXX XXXX, XXXX, FL, XXXX XXXX XXXX ), or by phone XXXX ( XXXX ) XXXX. If this situation is not resolved withing reasonable time, I will be seeking legal resolution.

Company response to consumer: Closed with non-monetary relief