Consumer complaint received 2022-01-21
Company: JPMORGAN CHASE & CO.
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Today, XX/XX/22, I received an email from Chase Online that " Your Account Has Been Temporary Disabled ''. Concerned that this might be a spam/identify theft solicitation, I did not click on the link in the email. I went to chase.com to login to my account. After entering username and password, it took me to a screen that said it didn't recognize the device I was on and they needed to send me a code. The options were to call or text a number ending in 4 digits of a phone number I no longer have. The third option was to call their XXXX number, which I did. After about 10 mins on hold, the 1st person I spoke with said that I needed to talk with the credit card department, and transferred me, to which I was on hold again for another 15 minutes. The 2nd person said that I had to talk to someone from the security department, and transferred me. The 3rd person I spoke with asked me two credit report verification questions, said that my identity had been verified, mentioned that the number showing on the screen asking how they should get in touch with the 4 digits I didn't recognize was a number that had already been deleted from my account, and that now that my identity had been verified, he needed to transfer me back to customer service. He came back on the line a couple minutes later and said that there was a long wait time with the customer service and did I mind waiting. I said that I had already been on hold about half an hour, but sure. The 4th person I talked with said that she needed to transfer me to the fraud/security department to verify my identity. When I told her I thought that was already done, she said that what she could see on her side indicated that the identify verification had failed because I told the guy I was not happy about having been on hold so long. I told her I hoped there was a transcript of this call because that's not what was said. So she transferred me back to the security department but told me that I could request the next person stay on the line with me when the verification was complete to avoid any confusion further. That 5th person did the identity verification again, and said she needed to call me on my cell number. At this point, I had been on the phone with Chase for 49 minutes. So we hung up, and she called me on my cell. Then this 5th person said that the identify verification was done and she was going to transfer me back to customer service so they could help me access my online account. I told her what the 4th person had said about staying on the line with me, to which she said that's what she would do. However, after a couple minutes, she came back on and said that there was a long wait time with customer service and I would need to hold again. At the 11th minute of this call waiting to talk to the 6th person, the hold music has stopped- the call is still going- but I'm no longer confident that I'm in any kind of line waiting to talk to a customer service person, and its now been another 35 minutes of being on hold. I still don't have access to my online account, so my issue that I called them about has not been resolved. But I am not in a position to sit here with my phone on hold for an indeterminate amount of time wondering if my call has been lost or if I'm still in line to talk to a customer service person. After spending 84 minutes on the phone with Chase trying to get this resolved, I am not in a position to continue to wait. I need Chase to resolve this issue so I can access my online account.

Company response to consumer: Closed with explanation