Consumer complaint received 2017-09-28
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
THE IT SUPPORT OF JP MORGAN CHASE CREDIT CARD HAD REFUSED TO RESEARCHING AND DECODING THEIR SYSTEM ERROR MESSAGE SO THAT WE ARE ABLE TO ACCESS OUR CHASE ACCOUNT. WE HAD REFUSED TO PROVIDE THEIR IT SUPPORT INFORMATION REGARDING OUR MONTHLY MORTGAGE PAYMENTS, ALBEIT OUR NAMES, SOCIAL SECURITY NUMBERS, BIRTHDATES, PERMANENT ADDRESS, AND TELEPHONE NUMBER WERE PROVIDED AND VALIDATED BY THEM. 

This incident occurred since XX/XX/XXXX As of today, we had not heard from Chase Credit Card Headquarters for a resolution. Neither can we access our credit card account. We had brought up the ongoing issue of inaccessibility to our credit card account to their Customer Services when we asked for and approved the monthly billed amounts payments on their phone. They stated that they could not help us since the matter has already turned to their corporate office. It is very frustrating making payments as stated on our billing statements in full but could not access our credit card account to validate the correctness of the charges. ( We always made the billed amount in full for years. ) In the past, Chase Customer Services were able to help us to access our credit card account by providing just our names, social security numbers, birthdates, permanent address and telephone number for our security protection. They had never requested for information regarding our mortgage payments. 

On XXXX XXXX, XXXX, Chase credit card customer service, XXXX assigned an ID # XXXX, which should prompt a screen asking to enter User ID and a new password. We followed her instructions but an error message XXXX, which blocked our accessibility to our credit card account, was shown. XXXX seek help from their IT Support, and she transferred us to IT Support and described the problem to the IT person. 

The IT person took over and asked for names, social security, birthdates, address, and telephone number. Then he asked for our monthly mortgage payment information. We ( both XXXX and XXXX XXXX ) refused to release our mortgage payments information to him. The IT person refused to research and resolve the problem, even though with the given assigned ID # provided by their customer services and the error message XXXX from their system. 

We stated to Chase IT Support that we were not applying for a mortgage loan from Chase nor seeking for refinancing our house. All we wanted was to be able to monitor our credit card transactions to ensure that they are correct and valid. 

The IT person indicated that it was a requirement to answer all questions on a form provided by the credit bureau in the U.S. We asked where his office is located at, and he said he was in the XXXX . Then we asked to speak to an IT Support in the U.S. We were transferred to Chase U.S. , and we explained the issue to the customer service in the U.S. She indicated that Chase IT Support requesting for our mortgage payment was unacceptable, and she immediately escalate the problem to Chase corporate office by filing a complaint on behalf of us. 

We had left messages with XXXX and XXXX at Chase at their given direct number and extension ( XXXX ; ext # XXXX ), to follow up with the status of our filed complaint # XXXX with Chase headquarter, but they did not called us back. 

On XX/XX/XXXX, we received a call from XXXX XXXX from Chase headquarter, in response to our complaint to BBB Delaware. It appears that she was challenging and harassing us instead of helping us to get the issue resolved, so that we gain accessibility to our credit card account. 

XXXX XXXX stated that the IT person asking for our monthly mortgage payment had not violated any laws as it was a security question in compliance with the credit bureau. XXXX XXXX stated that we did not provide our monthly mortgage information to the IT person because he was from the XXXX. She asked if we would tell her since she was in the U.S. XXXX XXXX also indicated that we had agreed to the terms stipulated by Chase Credit Card  regarding answering personal information for security protection. ( If possible, review the recorded telephone conversation as XXXX XXXX had indicated. ) We are seeking help from Consumer Financial Protection Bureau because BBB closed our filed complaint stating that JPMorgan Chase Credit Card has sent us a letter, dated XX/XX/XXXXwith a detail resolution. On XX/XX/XXXX, BBB attached the message from JPMorgan Chase Credit Card : We responded to our customers concerns in our letter datedXX/XX/XXXX To protect our customers privacy, we are not provided you with the details of our resolution. Our customer may use their discretion in sharing our response directly with you. 

The fact is JP Morgan Chase Credit Card has not been telling the truth. We did not or had not yet received their stated letter, dated on XX/XX/XXXX, in which they claimed that had given us a detail resolution. 

Currently, we are not able to get hold of BBB since it only provides automatic messages. We sent BBB a fax on Tuesday, XXXX XXXX at XXXX asking them not to close our case based on the message that they received from JPMorgan Chase credit card. We also called and left a message, but did not hear from BBB. 

Sorry to trouble CFPB, but we are at the end of the rope! Would CFPB help us? Please let us know if we have violated any laws or breach the contract for our refusal to furnish Chase IT Support our mortgage payment information. 

We had never been pressured in giving out our mortgage payment information by any credit card companies other than our names, social security numbers, birthdates, address and telephone number, and sometimes other security questions, such as school name, pets name. 

CFPB had our authorization to obtain the letter, dated XX/XX/XXXX with a detail resolution from JPMorgan Chase Credit Card. Please send us a copy so that we can see what it was about and their resolution. Thanks! 

XXXX and XXXX XXXX

Company response to consumer: Closed with explanation