Consumer complaint received 2017-06-20
Company: JPMORGAN CHASE & CO.
State: MO
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:
For the past several months, I have had significant problems with  Chase  Credit Card services for changing my address on my account without notification nor my permission. The issue actually stemmed from an incorrect forwarding process by the US Postal Service. Even though we have asked them to stop multiple times, they forwarded my mail.     From that issue, Chase has a process to automatically change the cardholder 's address upon notification from the  Post Office.  I originally asked them to not do that and ask for my permission prior to changing my personal information. They said that their system does not allow them to do that. This is concerning because my information has changed on several occasions, which has caused me to not be able to use my credit card.     I then asked Chase, on multiple occasions, to please notify me anytime my address was changed by them, so at least I knew that it happened and could go in and correct the error.     This communication goes back to the beginning of the year and I have specific emails from me t o Chase still in my Chase a ccount from  XXXX  asking them to address the issue.     Most recent specific dates of incidents : On  XXXX   XXXX , I sent them a notice because they changed my address without notification. They send me a note that said they " forwarded my message to the appropriate department for review '' and that I " should receive a response within  2  business days. '' No response came.     On  XXXX   XXXX , I had a similar issue where they changed my address without notification which caused my card to not work when fueling my car. I sent them another message and they responded that same day with a message that said they " will respond to my message withi n 24 hours ''. Well, that was 72 hours ago  and they have not responded.     There have been at least  XXXX  other instances of this same problem of them changing my address and me contacting them to please simply notify me when they change my personal information without my permission, but I do not have the specific dates.     In each of the prior communications, they have put blame on the  Post Office  for submitting a change of address. I have acknowledged that point, but believe there is a security issue for the card holder to have  Chase  make a change to my personal information without notification of that change to the cardholder. If I change my address or personal information online, I receive an email that tells me the information was changed to ensure that I know something happened. Why will Chase not send me notification when they change my information?     What if the information change was fraudulent and the cardholder never knew that this has happened? Someone could theoretically submit a forward request on my address and Chase would gladly change the address without me knowing that, unless I looked at my account on a daily basis to be sure that they have not done something. If that happened, someone else could get copies of my statement. However, if  Chase  notified me that my address was changed, I could immediately investigate the issue and get it corrected ... or confirm it is accurate, just like the process works if a change is made to my account online.

Company response to consumer: Closed with explanation