Consumer complaint received 2021-12-04
Company: JPMORGAN CHASE & CO.
State: PR
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 requested a new line of credit Chase Sapphire Card. The card arrive XXXX by mail. When validating the card I noticed my name was misspelled. It had my first last name XXXX as an initial middle name. Called the Customer Service line and told the representative about the situation. She stated that I needed to fill a form to correct my information and to be sent back by mail. After that she stated that she validated in the system and since I had a previous card a Chase Freedom Card the information was correct and I would not need to fill the form. She was going to correct the information and sent a new card. Confirmed, I would be able to use my card while the other one came by mail, but she was going to still sent the form just in case it came misspelled again, I could request a correction with evidence. Two days later after using my card on the XXXX, on XXXX I opened my chase app and saw the account has been closed. Called Chase again and asked why it has been closed after everything they told me on Monday. The representative stated they didnt have information and I would need to wait until I received the letter. When I entered my Chase App noticed a letter which said they needed proof of my physical address and that I could sent the information via fax or mail. I sent the info that same day via fax, an US driver license and a banking statement to XXXX and called to verified if received. Spent more than one hour and I was transfer around to departments never been able to find out if they ever received the fax. Called again to the number provided me the next day XXXX they told me they could not assist me and transferred me again. No one ever answered. I decided to sent a certified mail to XXXX XXXX XXXX XXXX, DE XXXX which is the address provided to sent the proof of physical address. The letter was received XXXX. Tracking number XXXX XXXX. Decided to call on XXXX to validated the information and the Customer Service rep informed me they indeed received the info on XXXX but that she was not able to reopen my account and I would need to request a new line of credit. I told her no, because there was no reason for me to make a request again if I had one approved already and was told once the information was validated they could reopen my account if the info was sent before 30 days passed by. She transfered me to a supervisor which told me he was not able to assist and I needed to be transfer again. No one ever answered after an hour wait. Called back on Monday XXXX. They told me the same thing my account could not be reopen. When I spoke again with a supervisor XXXX she told me my information was received that day. I said how was that possible if last time they told me my information was received XXXX. She told me she did not understand how was I told that if she had the notes in the system the info was received that day. She helped me with a claim to report that situation. The claim number is XXXX. Told me to wait a couple of days to see if they could reopen my account. Nothing has been done as of today.

Company response to consumer: Closed with explanation