Consumer complaint received 2019-06-14
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
On Friday, XX/XX/XXXX, I opened mail delivered to me by the U.S. Postal Service. One of the items I opened was from Chase. The Notice ( See Exhibit A ) said Congratulations! Your Chase Slate Card is being upgraded to a Freedom Unlimited Rewards Card. The Notice described the features of my upgraded card and mentioned XX/XX/XXXX as the beginning of a promotional period. ( It should be noted that I have had the Chase Slate Card since XX/XX/XXXX and have never had a late payment ). 

A few hours later, I opened my Chase Mobile Application on my XXXX to check balances, transactions and my credit report. As I clicked on different links, I came across a pop-up ( which I would later discover was an advertisement ) saying I had been approved for the Chase Freedom Unlimited Rewards Card and to check the box if I accept. I did so, believing I was simply accepting the upgrade that Chase had informed me of previously via the aforementioned mail attached as Exhibit A. 

The Mobile Application then asked me to click on an Accept box, which I did. Within seconds after clicking on the Accept box, I received several Alerts from different credit monitoring services I utilize, advising me that a Hard credit check had just occurred. I have attached two of those Alerts ( See Exhibit B ) I then opened the Chase Mobile Application again and saw that Chase had issued me a Chase Freedom Unlimited Card with a new card number. It was at THAT moment that I realized I had applied for new credit, when in fact I THOUGHT I was simply agreeing to the upgrade from the Slate Card. ( See Exhibit C # XXXX ). I immediately telephoned Chase ( See Exhibit D ), spoke with a customer service representative and explained what had occurred. The Customer Service Representative ( CSR ) assured me that the new card number was my upgraded card and that she did not know why a hard credit check had occurred. It was clear to me that the CSR lacked the knowledge or ability to correct the problem so I decided to wait a few days and do some checking into the credit inquiries. 

On Tuesday, XX/XX/XXXX, at ( I believe ) approximately XXXX I again telephoned Chase ( from a landline so there is no exhibit ) and spoke to a CSR ( XXXX ) and then to her supervisor ( XXXX ). I again explained what occurred ( as stated in previous paragraphs ) and asked that I not receive a second Chase Freedom Unlimited Card and that the Credit Inquiry be removed from my credit report. XXXX stated that I had applied for additional credit so I must accept the new card. Furthermore, when I informed her that I intended to file a complaint with the Consumer Financial Protection Bureau, she stated, You dont need to file another complaint. Youve filed your compliant with me and Ive given you my answer. 

I have spoken with two CSRs and one supervisor at Chase in an attempt to resolve this issue but to no avail. 

It is my assertion that Chase engaged in a Deceptive practice ( UDAAP Violation ) when they included pop-up advertisements on their Mobile Application for a product they had previously advised mein writingthat they were sending ( Exhibit A ). Their action mislead me into believing I was simply accepting the change from the Chase Slate Card to the Chase Freedom Unlimited Card. In addition, I believe my interpretation of their deceptive act to be reasonable under the circumstances previously discussed. Indeed, Deception is not limited to situations in which a consumer has already been misled. Instead, an act or practice may be deceptive if it is likely to mislead consumers, which Chase most certainly did in this situation. 

The actionsand lack thereoftaken by Chase have caused me harm. The new account has already affected my credit score ( by lowering my average age of open accounts, increasing the total number of accounts, and adding a Credit Inquiry ). My XXXX score dropped 5 points, from XXXX to XXXX in 15 days. Moreover, I now have TWO Chase Freedom Unlimited Cards ( See Exhibit E ). I have not, nor to intend to ever activate card XXXX ( Exhibit C and E ). 

It does not take an expert to understand what occurred here and why. Chase should be ashamed of both their deceptive practices and pitiful customer service. I continue to want both Credit Card # XXXX and the Hard Inquiry removed from my Credit Report. 

Furthermore, I would ask that the Consumer Financial Protection Bureau look into the fonts being used by Chase on their Mobile Application. Mobile phones are small enough ; I believe I missed the credit application because of these materials fine printI am XXXX and my XXXX XXXXs not what it used to be )

Company response to consumer: Closed with explanation