Consumer complaint received 2022-03-24
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
On XX/XX/2022, I contacted my chase business credit card to ask how my promotion worked. Before getting a representative I had to verify my name, address, and the security code on the back of my card. Then the representative came on I had the verify my account further by providing my name, she wanted to know if I had my other chase credit cards on me and when i told her I did not have them on me she wanted to text me a code for security purposes which I told her was fine. She asked to verify my phone number and i told her that she can just send it to the number on file. She wanted me to say the number and I explained that I did not want to say my number out loud because I was in a public place. She explained that without being able to verify me she could not access my account. I told her that you can verify me by texting the verification, I do not want to provide my number verbally. Also when you text me the number and I provide you with a response of what you are texting me doesn't that provide you with what you need. She said we couldn't move forward without me providing my number. She told me that she would have to transfer me to fraud. Seeing that my time was completely being wasted I had an exchange with the representative and asked for a supervisor to assist me further. The representative continued going back and forth with me and I had to ask her again for a supervisor to assist me before she would comply. I believe the supervisor who joined the call after a hold was XXXX. She verified me further by asking for the name of business which I provided. She got on the phone and pretended like she did not know why she was joining the call. I explained that it feels like I have to jump over hurdles when it comes to verifying I am me and getting a question answered. She responded as if she did not understand what i was talking about. She placed me on hold in order to review the notes on my account and never came back. She placed me in the queue to speak to fraud. What a waste of my time. Now as a result I will not be using my chase card anymore until this matter is resolved and if it is not resolved in a reasonable timeframe ( 30 days ) i will move to close my accounts. I don't mind being verified, but this is more than I wish to deal with. Being a Chase credit card holder for a long time, I have never went through this much verification to get simple information on my account. I am currently not able to pay my business account online so having this card requires me to speak to someone at least one a month if i have a monthly bill to pay. It feels like I have taken steps backward when I put this card in my wallet. I am not interested in being frustrated when dealing with Chase. I am happy to find my own remedy if you are not able or willing to. With all of the things I verified on this call not to get my one question addressed is a joke.

Company response to consumer: Closed with explanation