Consumer complaint received 2023-07-18
Company: JPMORGAN CHASE & CO.
State: HI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
Started off with simple application for Rapid Rewards SouthWest Chase Credit Card. All information inputted was verified correct before submitting online. A few weeks later, I received the credit card with my name spelled wrong on the card with an extra XXXX added to my middle initial spelled XXXX XXXX XXXX XXXX. My name is XXXX XXXX XXXX. I immediately notified Chase customer service on line. They said the only way I could change it was to fill out a form and send copies of my social security card, and a government issue ID of myself. I was not very happy that I had to do that since I didn't make the mistake but I agreed to do it and waited for the forms they sent and sent back the copies of my social security card and my driver 's license. While I waited for this to be resolved, I wanted to see my account on line. I tried but couldn't pull up my account on line so I called customer service and found out that they even inputted my social security number wrong during my appication process. They funny thing about this is that they were able to verify my credit report with the correct social security number but inputted the wrong number for my credit card application. 

In any case after a few weeks about 3 or 4 weeks later, I received a new credit card with the correct spelling of my name with a new credit card number. 

No problems using my card for about 4 weeks until I get another letter asking me for my social security card and government ID again saying if they don't get it in 2 weeks, that they will close my account. They also spelt my name wrong again with the extra XXXX in my middle initial. I thought, this must be some kind of mistake or one office at Chase didn't talk to another but when I called customer service, they advised me to comply or the account would be closed. I asked for a supervisor and got one and she said the same thing. I said I want to know what they did with all my personal privacy information I sent previously and she just said she didn't know but if I didn't comply they would close the account. 

I was so flustered and didn't know what to do so I just decided to faxe all the info they requested with a cover letter asking them to call me back the verify that they received all acceptable either by cell or phone. I did not get any response. I assumed all the faxed documements were okay. 

Since I didn't get a response for over a week, I called customer service to find out status. An agent I talked to told me that they did receive the fax and all was okay except they could not make out the address on my licence so they would need me to send that via through something called XXXX XXXX XXXX ... " something '' I can't remember the term but he said I would get it sent to me by another agent on line. So I waited... It never came. 

Today, I got a USPS mail saying my account was closed because I didn't comply to their requests. 

First thing I want to clear up is I've bent over backwards complying to their requests. 

Secondly, I want to file a complaint to know how they mishandled my privacy information the first time and did not hold those how mishandled it accountable. Where did the information go? Where is it now? What's going to happen to all the information I'm sending now and how much more privacy information is being handled in this manner? They don't seem to care that they received it once and can't find it now. Why is it they don't care?

Company response to consumer: Closed with explanation