Consumer complaint received 2022-02-08
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I received a Chase Business Unlimited Ink card XX/XX/XXXX with a {$6000.00} credit limit. I used the card successfully for approximately {$5500.00}. I made a payment on XX/XX/XXXX electronically of {$2000.00} so I could make a purchase that would have exceeded the {$6000.00}. On XX/XX/XXXX I attempted to make a purchase and the card declined. This was embarrassing and possibly detrimental to my reputation. I opened the account due to a promotion of receiving points after spending {$7500.00} in a 3 month period. I knew I had some large business purchases, but was only able to charge {$5500.00} before the account was closed and had to use another card with no benefits to make time sensitive purchase for my business. I also have no idea if I my account will be reopened, if I will get a new account or if I will get to earn the pts given that I had to make the purchases with a different card and now do not have future purchase that will add up to {$7500.00}. I will now lose the pts and was not able to take advantage of other options/promotions from other credit card companies because I used the Chase card in good faith. 

I spent several hours on the phone with Chase on XX/XX/XXXX being transferred to several departments, put on hold, disconnected, called back, put on hold some more and had to call back the following day which was a repeat of my experience the day prior, only to find out the account was closed without me notified and the only information that I was given was that there was some problem with my initial application relating to a social security number that didn't match. I am distressed that my account was closed without being informed, a vague reference to a problem with my social security number and being told I need to wait for information and resolution until I receive a letter. I asked if I could do anything to get more information and/or to resolve whatever the issue is immediately. I have been told repeatedly that I will have to wait. 

I explained that in 2020, my social security number was comprised through the State of Illinois, with someone using it to illegally collect Covid unemployment checks and even filed with the IRS taxes where they most likely collected my 2020 tax refund. I had to manually file my 2020 taxes due to this and put additional security on my credit with the 3 credit bureaus and my banks/financial institutions. So it causes me great distress to know that my account was close due to a problem with my social security number but no specific explanation I was told a letter was being mailed out via USPS and that no one was allowed or had access to what was in the letter so I would have to wait until I received it which I have not received at of XX/XX/XXXX. 


I was only connected to the executive office on XX/XX/XXXX because I mentioned the CFPB. The customer service rep and XXXX XXXX from the executive office explained that the reason I was speaking the executive office and was getting a case number was that I mentioned th CFPB. I repeated my situation again being told they did not have access to the information I had already given several time on XX/XX/XXXX and XX/XX/XXXX. My reference number is Reference : XXXX and this a phone number I was given if I wanted to reach them. XXXX I was told that there would be an investigation. When I asked about the process, I was told I would be contacted when there was an update. I had to ask to be called asap to try to resolve this. I am still waiting to find out why my account was closed and what happens next... distressing

Company response to consumer: Closed with non-monetary relief