Consumer complaint received 2021-02-13
Company: JPMORGAN CHASE & CO.
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
This is a follow on for case XXXX. In that case a 3rd party vendor associated with Chase declined my application for an Amazon visa card. After about a week or trying to work with Chase executive office staff and finally getting to the XXXX staff who arranged conversations with a loan officer using communications protocol accommodations necessary for my XXXX, the card was approved on XX/XX/XXXX, albeit with an obscene interest rate of 22 %. All of my other commercial visa cards have rates between 9.9 and 14 % and I have excellent credit and payment histories. 

However, in the process of getting the card approved, we discovered that Chase had the wrong mailing address for me. I was then transferred to a customer service agent to resolve this and related issues, only to find that their fraud protocols insisted that they send a code or call a cell phone that I can't hear due to XXXX. I can't XXXX  texts due to XXXX either. The only other verification protocol was asking me about addresses for places I had lived over 30 years ago, one of which included 3 street names in a place I had never lived but they may have from having absorbed a bank that I used over 30 years ago. These addresses were associated with identify theft in the late 90s that was resolved long ago. After arguing with an overseas fraud agent that he could not call me on that cell phone and I needed to stay with the customer service agent who understood my XXXX accommodations, I was forced to agree to a cell phone call from this agent, who then sent my call via the cell phone to some other overseas agent I could not hear that disconnected the call. This took nearly 2 hours of my work time. 

After complaints, the executive office and XXXX office had my address changed and the card sent, I was able to set it up on Chase online and amazon and thought everything was fine. 

However, almost immediately after the card was approved, I started getting phishing calls related to Chase. On XX/XX/XXXX I received an extremely realistic call on my cell phone from a woman claiming to be with the fraud unit saying the card had been hacked and to call immediately. Since I do not list the cell on my account, I contacted XXXX services instead over the phone and the staff person I have been working with immediately tried to reach out to fraud with me. But we encountered the same issue with the fraud department as before, with fraud staff refusing to allow accommodations or listen to the XXXX access staff. Fraud insisted they would call me " right back '' on my landline, but never did. After I determined the initial call was phishing, I asked through an email to XXXX access that they report the phishing call but confirmed that no suspicious charges had been made to my account. 

I received no response from Chase re this request. On XX/XX/XXXX I made my first purchases with Amazon using this card, only to find that they did not go through because Chase had blocked my card without my knowledge and without contacting me. I have been trying to work through XXXX access services to get this resolved ever since but nothing has been done. Instead, the executive office agent - who has never been accommodating or nice in any way, closed my case with my card blocked. 

While XXXX access services has tried their best, they clearly have no authority in this company. I have documented at least 5 clear ADA violations and violations of fair credit lending as not everyone has a smart phone or can remember addresses from over 20 years ago. I need this rectified and the XXXX violations addressed company wide.

Company response to consumer: Closed with explanation