Consumer complaint received 2023-01-02
Company: JPMORGAN CHASE & CO.
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I got married on XX/XX/2022. I called Chase to do a name change to which they had to mail me documents on my three cards that I needed to fill out, sign, and mail back ( what I was told by phone - an issue in itself that a big three bank wants their consumers to send copies of IDs and PII through the mail these days ). When I get the form, it does say I can submit through secure messages. Thankfully there is an option other than mail. 

On Chases form for a name change, I am asked to do a recertification of my social by writing it out and signing confirming it is accurate. Ive been a customer for over 20 years! Im not comfortable writing my social out and uploading it to a platform that, like yours, specifically says not to write socials in. See attached screen shot in their secure messages noting not to add this type of information, yet they require me to do this to change my name on all three cards. If it was secure, then why would the message specifically say not to put my social in the message? Why as a consumer should I believe that this is safe and secure and protecting my PII when it is specifically noted not to do so? 

I have not had to do the recertification with any other financial institution that changed my name, and Ive banked with Chase the longest. I also havent had to sign anything for anyone else. They used other verification methods. They have no issue doing limit increases and offering new cards ( I have three with them now ) to this social but I cant change my name to what is legal and correct so it can report to my bureau correctly? I work for a financial institution as well, so Im quite familiar with these processes. It doesnt make sense.

Im addition, I wrote the last four on the form and said no change. I recertified that. It was not acceptable. I offered to do a phone call to share my full social and recertify. That was not acceptable. I am supposed to take comfort in Chases employee, XXXX, telling me that this decision is the same for all cardmembers. Im also supposed to feel comfort in being told that my Chase credit cards include Zero Liability Protection meaning Im not responsible for charges. While that sounds great to cover my Chase cards, if my PII is not protected, I have to worry about much more than Chase. Also, a lot of customers dont understand how many checks and documents are lost in the mail these days, how credit reporting works, how your social can be used, or how the recertification is not necessary to change a name. 

This process is outdated and appalling. Ive loved Chase for years and sung their praises, until now. Chase should be doing better to protect their customers PII, specifically their social. Nothing should be sent through snail mail with a social. If the secure messaging says not to include a social or account number, I shouldnt be required to upload that information to the portal. 

Chase needs to do better at protecting my information. There are many other players who provide better experiences and protect the information better than they do including XXXX, XXXX, and many small institutions.

Company response to consumer: Closed with explanation