Consumer complaint received 2019-01-29
Company: JPMORGAN CHASE & CO.
State: HI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
On or about XXXX XXXX, 2019 I applied for a Chase XXXX XXXX credit card. I was told my application was being reviewed and waited to hear from the company. After a few days, I decided to call and check on the status of my application. I was told by the Chase representative that I needed to provided identifying documents, including proof of birthday via a government-issued ID and proof of address, via a lease. I was instructed to go to the nearest Chase bank and submitted those documents to a bank associate named XXXX. My documents were uploaded on XXXX XXXX, 2019 and XXXX instructed me to call the credit card application line the following day to make sure they received my documents. I called as instructed, and was told they had not received them. I called XXXX at Chase Bank and he then called Chase credit services and was told it would take 24 hours to have the documents in their system. I was told to call again the following day to make sure the documents were received. I called Chase credit card services on XXXX XXXX and was assured the documents were received but that a determination was still pending and to call back in 24 hours. I did so and was told my application was denied, but was not given a reason. I was confused as to why I was denied, as I have a high credit score of XXXX, long-term employment with a reasonably high income and a great payment history with little debt. I did research online and saw I could call Chase back for reconsideration, so I attempted to do so. I spoke to an agent who connected me to the fraud department and the fraud department agent said he could not disclose why my credit application was denied, but that a determination letter with that information would be sent to me at the address used on my application. I received a letter from Chase at my previous address ( not the address I used on my application, but one that is listed in my credit report ) that said my application was denied " because we couldn't confirm the information on it. We're concerned someone may be using your personal information fraudulently. '' As I had already provided verifying identification documents, I was confused by this denial letter. I called Chase 's fraud department on XXXX XXXX, 2019 and spoke to an agent who informed me that the letter I received indicating identity fraud was a " standard rejection letter '' and " not the actual reason '' I was denied. I asked why I was denied and the representative said " Chase does not give that information, not over the phone or in a letter, '' indicating I would have no way to understand why my application was actually rejected. I requested to speak to a supervisor but was told none were available. I checked the FTC site and read about the Equal Credit Opportunity Act and learned that Chase is required to inform me, within 60 days, of why I was denied. The confusion for me is that the letter they sent indicates they denied me because they couldn't confirm my identity, although I went in person to their bank and provided an XXXX XXXX military I.D . and a copy of my lease, as per their request, which would serve to verify my identification. Then, the Chase fraud rep tells me the letter " isn't the reason I was denied '' and refuses to tell me why, also indicating I will never be given that information. I can't help but feel that my application was denied due to discrimination. I am a XXXX-American man with a XXXX-sounding name. I have a strong credit history, a high credit score, very little debt ( only a student loan ) to my name and a long history of making on-time payments. In addition, I've been in the United States XXXX XXXX for 22 years and earn a low six-figure income. By all accounts, I am an excellent candidate for a credit card, but can not get a straight answer as to why I was denied by Chase. I would appreciate your help investigating the matter to see if, in fact, Chase is not abiding by the FTC and CFPB 's guidelines for credit card practices. I sincerely appreciate your time and effort.

Company response to consumer: Closed with explanation