Consumer complaint received 2020-01-25
Company: JPMORGAN CHASE & CO.
State: NE
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:
Today XX/XX/2020 while shopping on Amazon.com I decided  to apply for the " Amazon Rewards Visa Signature Card ''  in order to receive their gift card offer and 5 % cash back to apply toward the purchase. I signed up for the new credit card with my current home address which also matches the shipping address on Amazon. I was immediately approved for the card and proceeded to use it to make my purchase. 

During the order purchasing is when it all went wrong. During the process I chose my current home address again for shipping then I chose the new credit card for payment. I clicked continue and the website prompted me for the entire credit card address. This did not match the expectation they had set for me. Of course, the card had not yet been shipped to my address so I didn't have the full credit card number to enter, only the last four digits. Amazon claims on their website that as long as I'm not trying to use a new address while purchasing I will not be required to enter the full credit card number to complete the purchase. This make sense as they allowed me to sign up for the card in the middle of the order purchasing process. 

See here : https : //www.amazon.com/XXXX XXXX XXXX XXXX  However, since I couldn't make the purchase, I contacted Amazon 's customer support by phone at about XXXX my time. They tried, but were also unable to complete the purchase on their side using the new rewards card that had just been approved and added to my account. They were confused by this and didn't understand the problem. Next they assured me that if I completed the purchase using another card they could then change the card for the order on their side. So in believing them, I did that while they were on the phone with me. However, once the order was completed on my side they were still unable to change the order to the new card on their side. They were confused by this and didn't understand why it didn't work. The only thing they could guess was that Chase Bank, who backs the credit card, had put a purchase limit on the card. Perhaps because it was brand new. Ok, that seemed logical to me though still frustrating since nobody said anything about it before now. This is when Amazon 's customer support redirected my phone call to Chase Bank to have them take care of the situation thinking Chase was blocking the purchase.

I then re-explained the whole scenario to the Chase bank support person who gave me no indication of a payment limit being set on the card and confirmed the credit limit was high enough to make the purchase. They said the problem should be handled by the Amazon payment support team ( only they could fix their order system ) and proceeded to redirect me back to Amazon. Ugh. Now I had to explain everything all over again to this new Amazon support person. After listening to the whole story they then told me if the there was a requirement for me to enter the whole credit card number that it was something initiated by Chase bank and that I would have to talk to Chase bank to fix the problem. I, of course, said I had already been there with no luck and didn't want to be redirected. They said there was nothing they could do. Seriously? They even suggested Chase would be able to give me the entire number over the phone so I could make the purchase myself. Ok fine, if I could just get the number it would put an end to this back and forth madness. 

Again I'm being reluctantly redirected by phone on the same call from Amazon back to Chase where the automated voice prompt is asking me for the full credit card number which I don't have. That's why I'm on this call in the first place. I try pressing 0 to get an operator and eventually that line hangs up on me and says to call back if I think it was a mistake. So now I'm calling Chase bank directly my self in order to try get somebody to help. After waiting on hold for a while I finally get a customer support rep who does find my new account by using my name and social security number. Again I explain the whole situation to her and she tells me they are not allowed to give me the full number over the phone, apparently nobody can do that, but she can expedite the credit card shipping. I tell her this does me absolutely no good since the purchase was made already and I needed to change the card for it per Amazon 's instructions. She told me the requirement to enter the full credit number on the Amazon website was their issue and there was nothing she could do about it. She suggested that the only thing for me to do is go back to Amazon support who I've already talked to multiple times by now. At this point it is past XXXX my time and has been well over 90 minutes on the phone. It is just completely unacceptable service for both companies. Neither has a solution and only blames the other. Finally, I told her I wasn't going to deal with Amazon anymore on this issue and refused to be redirected on the phone again. Instead I asked her to cancel the card which she says she did and hung up the call.

Company response to consumer: Closed with explanation