Consumer complaint received 2021-01-22
Company: JPMORGAN CHASE & CO.
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
On XXXX XXXX I called the chase.com/United # XXXX on the back of my Chase credit card. I explained that I was interested in opening another Chase/United credit card. I was told Chase does not permit it's customers to hold two cards of the same type ( Chase XXXX XXXX XXXX  ) & in order to open a new account, I needed to close my existing acct. I authorized the Chase employee to close my existing acct. 
I then proceeded to apply for a new acct. Chase 's system kept getting hung up & was unable to process my application. I called Chase to alert them to the problem I was experiencing. I explained that to get to the online application their system asked for the last four digits of my acct # ( I couldn't bypass this inquiry so I gave them the last four digits of my closed acct ) when I submitted the last four digits of the acct I had closed I was told the acct had been closed & then allowed to advance to the application. Chase 's system kept getting hung up & when I called Chase again I was told to try again later when it might not be as busy. Since the process was getting complicated I asked if my application was submitted before XXXX would I be entitled to the benefits available up until that date. I was assured yes I would, even if the application was not approved before XXXX, if my application was submitted on or before XXXX, I would get the benefits advertised by Chase for that time frame. I tried to apply again later that evening, got the same info saying my old acct was closed & experienced the system moving me to the application which then in turn would not process when I tried to submit. 
The next morning XXXX I went to Chase.com attempted to apply for a new card, was told my old acct was closed, the system advanced me to the application which I was able to successfully submit. I was thanked & told I would be hearing from Chase. 
Late in the day on Friday the XXXX of XX/XX/2021, I received a letter from Chase saying, " We're sorry, but we did not approve your request. Our decision was based on the following reason You already have this type of credit card account with us. The last four digits of the existing account are_ _ _ _. On Monday XX/XX/XXXX I called Chase & was told that although I had been repeatedly told by personnel as well as their online system that my old acct was closed because it still had a balance it was still considered open. My intention was to pay the bill, as I always had, when it arrived in the mail with my online bank acct. I said if I had been correctly informed of their needing payment prior to the new application, I would have given my debit card acct # to the person who closed the acct on XXXX to satisfy the bill. 
I stated that I could pay the balance in full immediately but that I wanted my application of XXXX resubmitted & I wish for it to carry with it the benefits offered up til XXXX. I was told, " I apologize you were misinformed, we are willing to take payment from you for the balance on your old account but can not resubmit the XXXX application or extend the benefits you seek. '' Chase offered to reopen my closed acct as well. I declined. 
I called the office of the Oregon Attorney General XXXX XXXX & was referred to you. 
Today, XXXX, I called Chase. I said I had contacted my Atty Gen 's office & was going to submit a compliant to CFPB. I asked if they would reconsider their decision. This time I was told their system sometimes doesn't pick up the cancellation of an account in a timely manner. I don't understand this because their very same system kept telling me my acct ending in_ _ _ _ was closed. Again, I got an apology that their system had failed me but no satisfaction. 
I feel their treatment of me was horrible & I hope with your intervention they will act in good faith to restore my XX/XX/2021 application along with the benefits it carried at that time.

Company response to consumer: Closed with non-monetary relief