Consumer complaint received 2021-11-02
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
I have spent over 15 hours on the phone with Chase employees. I was deliberately lied to by the Chase system, as wait times were 4x higher than the automated system indicated always. I have been asked for my social security number over 30 times. I have been asked for the same documents that I have sent in every single time 6 times ( 2x faxed from local office, 3x uploaded by me, 1x mailed by me ). My credit score has now been dinged for checking and I can't get the card ( despite having an 800+ score ). 

I am being sent in circles and harassed for information that's been given. The roundabout is unacceptable. I have wasted so much time and energy conveying the exact same information to so many incompetent people. The Chase employees are entirely unhelpful, directly lying to me at times and giving me different responses depending on the day and time I call. As a young woman of XXXX, withholding credit from me ( despite my eligibility ) and inability to provide me an update on this application is XXXX. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I applied for the Chase Sapphire on Monday, XX/XX/XXXX. In marketing to me, Chase implied that I was eligible for instant verification, based on my credit score and background check. I was not verified. 

I called Chase for the first time on Monday, XX/XX/XXXX. After waiting for over an hour ( after being told it was a 15 minute wait ). They told me my credit score was frozen. It was not frozen ( I had purposefully unfrozen it previous to applications ). I told them to re-check it and I was right, it was not frozen and succesfully went through. I was told that the company had everything they needed. 

I called Chase again on Tuesday, XX/XX/XXXX. I was told that the security department had a few questions for me. After being on hold for over 3 hours ( repeatedly told to hold for less than 20 minutes ), asked repeatedly for my social security number over the phone, the security department told me they had everything they needed and that I should wait for a response. 

I called Chase again on Wednesday, XX/XX/XXXX. I was again told the security department had questions for me. Once again, I was transferred, on hold for hours ( longer than originally indicated ), and asked repeatedly for my social security number. Again, the department told me they had everything they needed. 

I called Chase again on Thursday, XX/XX/XXXX. This time, I was told that Chase had emailed me requesting documents. I received no email. I was told to go to a Chase bank in person. After being on hold for over an hour just today ( going on hour XXXX ), I commuted to an in-person bank where an employee faxed over my documents ( passport, driver 's license, utility bill ). 

I called Chase again on Friday, XX/XX/XXXX. They said the application was under review. 

On Saturday, XX/XX/XXXX, I received an email from Chase requesting the SAME documents. I uploaded them. 

On Monday, XX/XX/XXXX, I called Chase mid-day to make sure they had everything they needed. They said they did. At XXXX XXXX, I received another new email, requesting the SAME documents. Once again, I uploaded them. 

On Tuesday, XX/XX/XXXX, I called Chase. They said the application was under review. I called my local Chase banker for assistance. They told me that the SAME documents were still missing. The local Chase had now faxed the same documents over, and I'd uploaded them twice. The local Chase faxed over the documents for the second time. 

On Wednesday, XX/XX/XXXX, I called Chase. I was told they had everything they needed. 

On Friday, XX/XX/XXXX, I called, expecting a decision as it was 1-2 days after. There was no decision, no update. 

Today, Monday, XX/XX/XXXX, I received a letter in the mail, asking for the SAME documents again. I was also told the security department had a few questions for me.

Company response to consumer: Closed with explanation