Consumer complaint received 2019-06-11
Company: JPMORGAN CHASE & CO.
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
I applied for a Chase Freedom Unlimited Business credit card online on XX/XX/2019. On or about XX/XX/XXXX, I received a letter requesting additional documentation. 

Specifically, they requested highly confidential information including a copy of my personal driver license or passport, a copy of my personal social security card, a personal utility bill, an IRS EIN confirmation letter for my business that includes the business physical address and EIN. 

I collected up the requested documents and went to Chase Bank located at XXXX XXXX XXXX XXXX, XXXX XXXX, OH XXXX. I arrived on XX/XX/XXXX around XXXX XXXX  eastern time. I gave the clerk the documents and the original letter from Chase. I pointed out the fax number on the second page of the " Action Needed ''. She wend in the back office for a bit and then returned a few minutes later and said the fax was successful. I asked if there is a confirmation receipt and she said there was not. 

On or about XX/XX/XXXX, I received another " Action Needed '' letter from Chase requesting the same documents ( Attached ). I called the telephone number listed on the document and was told that they did not receive the fax. The call center agent verified the fax number on the document was the correct number. They also verified that the reference number was correct. The indirectly communicated message was that I must have made a mistake when sending the fax and that I should send the documents again. 

I pointed out that Chase just lost several highly confidential documents that could easily lead to personal and business identity theft with catastrophic consequences for me. The call center agent did not express any concern over this loss of PII so I asked to talk to a supervisor. The supervisor suggested returning to the branch and talking to a banker to find out what happened. 

On our about XX/XX/XXXX, at about XXXX XXXX I returned to the Chase Bank located at XXXX XXXX XXXX XXXX, XXXX XXXX, OH XXXX, and asked to talk to a Banker. I was told it would be at least 45 minutes wait to talk to a Banker. I explained the situation to the teller and she shrugged and said there is only one banker on duty right now. She did not seem concerned about the misplaced PII nor did she provide any instructions about how to determine what happened to my PII and business information. 

I foolishly thought this was a one-off mistake and decided to have my wife re-fax the information so that I could be sure the fax number and documents included were correct. 

On XX/XX/XXXX at XXXX XXXX  eastern time, my wife confirmed to me that the documents were successfully faxed to XXXX, the fax number listed on the " Action Needed '' documents. 

I called XX/XX/XXXX to confirm that Chase received the documents. I was told they have not received them yet but it can take up to 48 hours for faxes to be " processed '' into the system. 

Today, XX/XX/XXXX at XXXX central time, I called and was told the documents have not been received. Again, the indirectly communicated message was that I must have made a mistake when sending the fax and that I should send the documents again. I again asked for a supervisor and again the supervisor suggested that I fax the documents again. 

I emphatically asked for some way to find out what happened to these highly confidential documents once they were faxed to Chase. The call center agent and supervisor ( XXXX - I'm not sure of the spelling? ) did not demonstrate any concern, suggested it was my mistakes, and did not provide any information about how to go about determining what Chase did with this information.

Company response to consumer: Closed with explanation