Consumer complaint received 2021-09-07
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
XX/XX/2021 Ms. XXXX XXXX, Chief Executive Officer Chase Consumer Banking FAX : XXXX cc : Consumer Financial Protection Bureau Re : Name Change of Card Holder XXXX XXXX Chase United Mileage Plus Card # XXXX XXXX XXXX XXXX Dear Ms. XXXX, This is to inform you that several telephone customer service representatives at Chase Card Services dedicated to servicing the abovenamed credit card have engaged in the following : 1. Provided erroneous, incomplete or false information on multiple occasions to me 2. Attempted to solicit private information that is not necessary to obtain for a name change 3. Severely obfuscated and delayed the correction of my account details at Chase The facts are as follows : On or about XX/XX/2021, I contacted Chase via telephone to inquire re the correct procedure to inform Chase about my legal first name change. I was connected to a male representative ( # 1 ) and simply asked if it were possible to visit a Chase branch here in XXXX XXXX, CA, for this purpose. Representative # 1 stated this was not possible to visit a Chase branch, and that I must await delivery of forms from Chase, sent via USPS to the address on file. I told the representative that there is a pandemic and that I am only in my office once monthly, and for this to be expedited. 
After doing multiple searches on line, where anecdotal information NOT published by Chase indicated that it was possible to visit a Chase branch office to provide documents affirming the name change, I again telephoned Chase on XX/XX/2021. A male representative ( # 2 ), stated that it was not possible to visit a Chase branch to accomplish my task, but that I could fax the name change documents, i.e., my new drivers license and the court decree to XXXX XXXX XXXX XXXX. The fax was to contain a cover sheet ( see attached ), with privacy information, including either my date of birth or social security number. I found this very odd, since my drivers license already has this information. In addition, I was not comfortable providing my social security number, nor the entire string of numbers to the account. I asked the representative where this fax number would lead, e.g., the department, and he stated I dont know, but its where you send it. With much apprehension, I faxed the documents and cover sheet to this unknown number ( see attached ). 
On or about XX/XX/2021, I again contacted Chase to inquire as to the fax number that a ) never returned an acknowledgment of receipt, nor any additional information. I was connected to male representative ( # 3 ), who, when asked, again reiterated that it was not possible to visit a Chase branch to accomplish the process of name change, and that a ) he had no idea about this fax number ; and b ) a specific name change form could only be sent via USPS to the address on file. He also suggested that I avail myself of the secure messaging center, where the volley of messages can be seen. 
My initial secure message, in which I again, with great discomfort, had attached my drivers license and my name change, was met with an online response from XXXX, representative # 4, whose incoherent and false information caused great XXXX, confusion, and serious security concerns ( see attached ). She claimed that a ) my address on file did not match the one on my drivers license, and that I should change it with Chase, and b ) that I should provide either a social security card, a passport or NATURALIZATION PAPERS [ sic ]. In XXXX  opinion, this would sway Chase to correct the name and provide me with an updated credit card. 
In extreme fear and uncertainty, not knowing where my information had been sent, not understanding why I needed to send such sensitive documents, I again telephoned Chase the following day. Representative # 5, a female, immediately explained that the fax number belonged to Executive Offices and that they most likely had received the faxed documents. She also explained that indeed, it is possible to visit a Chase branch to provide name change documents. This representative also connected me to another representative ( # 6 ) XXXX, a Chase customer service supervisor located in XXXX XXXX, TX. She asserted that she would forward the above information to Executive Offices. She then attempted to insert my home address as an alternate address. This failed on my end, since I never received an email confirmation that it had been executed. She reiterated multiple times during the conversation that she had changed my address information, but it was never confirmed to me. I then went into my account, provided my home address, and input that my office address was a mailing address. This was confirmed to me via automated email. I was also told it would be a moot point to visit a Chase branch at this time, since all my details were now with Chase. 
In a subsequent volley of secure online messages on XX/XX/XXXX, with two separate male representatives ( # 7 and # 8 ), I was again required to provide a photo copy of my social security card, despite the fact that a drivers license is never issued unless the SSA has updated their records. In addition, representative # 8 stated ( paraphrased ) your address is not on the social security card but we can check it. 
I was extremely agitated by this and felt my privacy was completely invaded. How is it that Chase checks my home address by me providing a social security card? And what would be the reason? I had already updated my home address in the profile. There was absolutely no need for sending in this sensitive information, based on the fact that the updated drivers license would never have been issued unless the SSA had not updated their records. 
To wit : I believe that Chase acted irresponsibly, erroneously and falsely, in particular by requesting naturalization papers ( there is a XXXX of XXXX, but this is not papers ). I also believe that all representatives, who denied me the opportunity to resolve this issue immediately by recommending that I visit a Chase branch, did not follow correct procedures, and delayed, obfuscated, and potentially lied to me. I was also coerced to change my mailing address, and inexplicably and incoherently exhorted to provide some documentation as to my office address ( by XXXX, see attached ). And I still do not have my details updated, despite furnishing the requested information, including uploading a photo of my social security card to the secure message service. 
I demand to know the following : a ) can an individual card holder visit a Chase branch to update their name change?

b ) is it even legally appropriate to engage in requests for something ambiguous such as naturalization papers? Does this mean sending an entire file, partial applications, or just a certificate, potentially forwarding VERY SENSITIVE PRIVACY INFORMATION such as LPR ( legal permanent resident ) numbers and other data I believe that Chases incompetence and potentially harmful actions have damaged my XX/XX/XXXXstate, caused me acute XX/XX/XXXXXX/XX/XXXX( as per the XXXX XXXX ), eroded my credibility in Chase, and completely repelled me from using their product. If it were not for the connection to United Mileage Plus where I obtain points, I would cancel my card with immediate effect. 
Very Sincerely, XXXX XXXX, XXXX  XXXX mobile XXXX XXXX

Company response to consumer: Closed with explanation