Consumer complaint received 2022-04-08
Company: JPMORGAN CHASE & CO.
State: TX
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:
On XX/XX/XXXX I went online to Chase.com and added an authorize user. One XX/XX/XXXX I called Chase with my authorized user on the phone to confirm adding my friend and making sure they have his correct information and his SS #. I explained to Chase that on other occasions where I added an authorized user, Chase never reported on their credit report. After calling Chase previously, I was told I had to get the person on a 3 way call and have the person give their SS #. I decided to nip it in the bud upfront and call chase just in case this happened again. I was told to give it 2 months and if it's not being reported to call back. 
On XX/XX/XXXX I logged into chase.com to pay off one of my credit cards ONLY TO FIND OUT CHASE closed both of my cards. I have had these cards for many years. One had a {$15.00} balance with a {$6000.00} limit and the other {$270.00} with a {$10000.00} limit. 

On XX/XX/XXXX I called Chase. I asked why were my accounts closed. This lady did not know and transfered me. The next lady said a letter was mailed to you. I asked when was the letter mailed. She said XX/XX/XXXX. I asked her again, why were my accounts closed? She put me on hold. When she returned she said it looks like I have had several Bank cards closed by the banks. I asked her what banks. First bank she named was XXXX. She said it was a XXXX card closed in XXXX. I told her that's XXXX yrs ago. Why in the world would they base closing my credit on an account XXXX yrs ago. I asked her WHAT about my CURRENT XXXX cards ... 3 of them that are very much open for years. Why not base it on current accounts and accounts much newer. 

I asked her where was CHASE getting this information. She said from XXXX. I told her I have an XXXX  account and I logged in. I brought up the XXXX card closed in XXXX and told her ... this account was my fathers account. I was ONLY an authorized user on this card. Furthermore, my father closed this card, NOT XXXX. He only had this card because back then XXXX XXXX memberships were through XXXX... XXXX XXXX changed to XXXX, my father no longer needed XXXX. 

I asked her what other banks were listed on this list. She said there were XXXX XXXX XXXXXXXX bank cards closed by the Banks. I told her that I could clearly see that both cards were actually closed by me... the CONSUMER... I told her I closed those cards because the interest was too high ... that I only kept them for all of those years because it gave me better credit scores, but I since got much better cards with better interest and no longer needed them and I closed them. 

I asked her what other cards were listed on this Chase list being used to close my cards. She said there were XXXX XXXX XXXX cards that were closed by the bank. i told her one was XXXX, one was XXXX and one was XXXX. I got all three so I could have the initial HUGE discount they offered with NO shipping on first orders placed. I used each card one time and never used them again. I received letters from all three stating my account would be closed on XX date if I did not use them. I called and told XXXXXXXX XXXX to close the cards that I don't need them or want them. 

By this time I was besides my self in disbelief. I told her I can not believe Chase would close my cards over this reason. That I've had several bank cards closed by the issuer ... and that each one of these accounts were at least XXXX XXXX XXXX or older. 

Then she told me that there was also something about authorized user. She could not give me any information about this note. She transferred me to the dept who makes these decisions. 

A male answered. He confirmed what the previous person told me. I told him that credit decisions should be based on over all total credit history and NOT VERY OLD accounts that were closed ... and I told him by the way ... .I still have 2 XXXX accounts open and have been open for quite sometime. One is XXXX XXXX  and the other is XXXX. I asked why would Chase not take into consideration I am actually still doing business with this bank. I pointed out that I still have XXXX XXXX cards... all 3 have been open for a while... and why would Chase go to a card that was closed in XXXX and use it against me... and furthermore, I was an authorized user on that card, but the XXXX XXXX cards still open were MY cards and NOT authorized user. 

This guy told me that yes, these were some of the reasons why Chase closed my account, but the main reason was authorized user. That over the years I've had my Chase cards, I've added and removed 14 authorized users. 

I asked him what the issue with authorized user was. Why was this the main reason based on CLOSING my cards. He said because this makes me a SECURITY risk. I told him no it does not. I said out of the 14, are the 3 authorized users that were current on my account included in this number. he said yes. I told him... it makes no sense and that I am not a security risk and please explain it to me. 

He said I am only to add " friends and Family '' as authorized user and the person I just added was only an acquaintance. I told him he and Chase have NO right to decide he is only an acquaintance. he asked me How do you know him. I told him he and CHASE did NOT have the right to ask me how I know someone, that it's not their business. he said, see you don't know him. XXXX XXXX XXXXXXXX. I told him, I know him through my ex daughter in law. he asked how does your daughter in law know him. I could not believe he was asking me these questions. I told him that I did not think it was LEGAL for Chase to ask me these questions. I told him he is friends with my ex daughter in laws new husband. ( they got married in XX/XX/XXXX ) I told this guy I had no idea how XXXX knows XXXXXXXX and that this conversation was getting ridiculous. Then he asked who were the other two authorized users. i told him I had no idea. I thought about it and said one might be my son XXXX and the other might be my son XXXX. 

Then this guy asked me name other people you have added as authorized user. I told him I had no idea. Then I remember I had added my friend XXXX XXXX sometime in??? XXXX maybe it was XXXX ... and that I had removed her maybe in XXXX or XXXX. 

I told him it was utterly ridiculous that I am suppose to remember all of the people I have added and removed and when. 

He told me that this was exactly why they closed my cards because i could not come up with the other XXXX persons that I have added and removed as authorized users in the past XXXX or 7 years. 

I told him I have added my kids and others as authorized users to other cards such as XXXX XXXX XXXX XXXX  XXXX XXXX and my bank XXXX. That all I have to do is login and I can see who is an authorized user. I told him if he gave me the names of the previous authorized user, I'd be able to tell him who they were to me. He snickered and was facetious which was making my blood boil..because it's very very rude, inconsiderate and down right XXXX to have such an attitude .... 

I logged into XXXX XXXX. I told him the names of my authorized users. I told him it was NOT right or Fair of Chase not to provide the same as XXXX XXXX... .or XXXX or my other cards. I told him again, give me a name and I'll tell you who they are/were to me. 

He told me snickering ... .as if he were laughing at me .... '' And this is the reason we closed your accounts. '' I told him NO where ON Chase.com and the page where you add authorized users does it SAY or give and list or reason why or why not to add an authorized user. Only a drop down box with either " friend '' or " Family. '' there is NO explanation as to what a " friend '' or " Family '' is.

I told him I have perfect credit. I do not have high balances. I told him that Chase should base me on me... .and my credit history and pay history ... and since he was got my credit report from XXXX that he could clearly see I have PERFECT credit. Every one of my accounts show " EXCEPTIONAL '' payment history. 

He didn't care. He said they were basing their decision on " ME '' as a person and that Chase has determine I am a security threat because I can not tell them my previous authorized users. ... .off of the top of my head and when they were added and removed. 

I told this guy... .so let me get this straight ... even though I have perfect Credit ... even though I keep my balances low ... XXXX though I make triple and quadruple payments not just on my chase cards buy all of my cards ... ... Chase is going to label me as a " security Risk '' because Chase thinks they have a CRYSTAL Ball or can somehow predict the future and is banking on one of my authorized users in the FUTURE is going to compromise my account by calling in and doing??? something??? He replied, that's right. I told him I never give the cards to an authorized user. I cut them up as soon as I receive them. he said it didn't matter. He said that the authorized user can call up and make changes to my account etc... I asked him ... how would this be possible. when I call chase, they verify the last four of the card, the last four of my SS #, they as me for my full name, they ask me for my address and they ask me for my password. I told him the authorized user does not know any of this information. except maybe for my home address ... .other wise they do not have the card number, the expiration date, the 3 numbers on the back of the card ... .they don't have the last fouXXXX of my SS # and they don't have of this information. They do not have my user ID or my password to login. I asked him once again. Please tell me, how is the authorized user going to be able to call Chase and compromise my account. He would NOT response. 

I asked him ... .how many authorized users have I added and removed in 7 or 8 years? he said 15. I said 15 because of adding XXXX yesterday. he said yes. I asked, and after all of these years and adding and removing authorized users, how many times did I have an issue/problem or my account compromised by an authorized user. He did not respond. 

So..I said... let me get this straight. You ( Chase bank ) is telling me that I am a security risk for the future and because I can't sit her and tell you the names of the people I have added and removed ... .Chase has decided I am a security risk for something that HAS NOT happened, But MIGHT possibly happen in the FUTURE and therefore this is the REASON Chase closed my accounts?? he replied YES, this is why your accounts were closed. 

I cussed at him and hung up. I am a person who prides herself in NOT using profanity, but I lost it. As soon as I hung up I felt bad... .somewhat .... I am so angry. I feel JILTED. I feel as if I have been labeled or STIGMATIZED by Chase. Chase 's reasons are FALLACIOUS at best. 

How is this even legal? I could understand if I had bad credit. I could understand if I have late payments with chase or other credit cards. But! I do not. Everyone 's credit report has a 10 years history..that is if they have a ten year history ... ... .My credit has a 10 year history. I have never missed a payment. I have never gone over my credit limit on any cards... .or even come closed to a credit limit. I do not have any collections ... or judgments or charge offs. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I completely understand credit and I am EXTREMELY LOW on the risk level. Millions of people would LOVE to have my credit history. 

Because Chase is doing this ... .once this hits my credit report ... My scores will PLUMMET! There goes my HIGH credit scores. This is {$16000.00} of Credit being STRIPPED away under BOGUS, Unrealistic and RIDICULOUS reasons. Furthermore, when I was one the phone with Chase ... .if this is indeed their policy, WHY DID NOT THEY INFORM me? Why didn't they say ... .You have added and removed too many Authorized users and we believe the authorized users were neither family or friends... why did CHASE not inform me or just say, we are no longer going to allow you to add authorized users. 

Instead, they closed my accounts with NO WARNING ... reason I had to accidentally find out by logging in online. 

I BELIEVE it should not be legal for a credit card company to Label a credit card holder a " security risk '' because of Possibility of FUTURE authorized users who may or may not compromise my account. 

I believe that Chase should inform or provide information to their policies and break down and explain their Authorized user program. 

Had I known about this... I may or may not have added previous Authorized users.

Is there someone at Chase that can see the future? Chase made their decision on what may or may not happen in the future. 

They could have just told me or warned me. I would refrain from adding authorized users. Problem solved, but instead without any warning they closed both accounts. 

Closing my accounts will be DETRIMENTAL to my credit and to me Not only will my scored PLUMMET ... .but this may cause a chain reaction. Banks and most creditors periodically check credit of account holders. Some of these creditors might have an issue with my scores dropping and I could have other accounts closed or limits dropped which would cause my scores to drop more I mentioned above I had added XXXX XXXX to one of my Chase cards a few years back. The reason I added her is because she called me and asked me why would Chase lower her credit card limit. I told her I didn't have a clue. She said by Chase lowering her credit limit, her scores dropped a lot She said she called Chase, but no one could tell her why and that she will receive a letter. When she receive the letter it did not have an explanation. She called Chase back. No one could give her a " REASON ' why Chase lowered her credit limit ( cut it in half ) She had never missed a payment, never went over her limit. I told her to apply for another card to make up for the credit limit. She was unable to get a card ... ..SO ... I added her as an authorized user so her scores would come back up. when her scores went up, she once again applied for another credit card with another institution and she got it. I removed her as an authorized user once she was able to get another card to re-establish her credit and her OVER ALL UTILIZATION went back down and her scores went back up. 

I believe Chase is predicting the future and making decisions on their predictions. I do not believe that this is right... .or fair or should be allowed. 

I am asking the CFPB to investigate this ... .I am asking CHASE reinstate my Credit cards. Just as Chase ruined XXXX XXXX credit with NO warning or Explanation, they are doing it to me. 

I will agree never to add authorized user to my chase accounts. This is all Chase had to do. I would have NEVER added XXXX on the XXXX of XXXX had I known this would be a problem... I would not have done it, but since CHASE does not provide consumers with information explaining do 's and don't s, how are WE Consumers suppose to know? 

I work hard to keep my credit EXCELLENT... not just good. There should be laws, rules regulations for banks to provide information and put it out there. I also think it is EXTREMELY important that CHASE allow their consumers to see AUTHORIZED users when they log in. All of my other credit cards have a list... ..I have a few authorized users on a few cards ..... I can see them at anytime by logging in. Also, on these accounts they ask ... .what kind of access to give authorized user. I always choose NO access or limited I always have the cards send to me and when I receive them I cut them up. 

I am being XXXX XXXX XXXX XXXX by chase and being punished for something that may or may not happen ... .yet! has not happened. 

I have uploaded my Chase Sapphire & Chase Freedom XXXX statement showing low balance and credit limit I do not abuse these cards. Showing I make much more than just MINIMUM payments. 

I have uploaded copied and pasted from XXXX current XXXX  cards and XXXXXXXX XXXX  cards. These are open accounts & have been open for some time. I have uploaded these because Chase choose a XXXX card closed in XXXX claiming BANK closed this card and claiming this is one of the reasons for the decision to close my account. This was my fathers card. I was an authorized user. Furthermore, I have THREE XXXX  cards... very much open and active and in EXCELLENT standing. Chase also choose XXXXXXXX XXXX stating cards closed by grantor, yet I have TWO XXXX accounts opened ... and had Chase inquired why the other three were closed. They were closed due to INACTIVITY because I never used them... BUT! I paid these XXXX off in a very short time... .because I did not want to pay the INTEREST. I do not like paying interest. 

The last uploaded document is also copied and pasted from XXXX This screenshot shows all of the account CHASE used in their decision of closing my accounts. 

The lady at Chase who told me this said I had too many bank cards closed by grantor. She told me this info came from XXXX. Below is a list from XXXX of these Specific cards the lady from Chase mentioned Chase 's Decision is based on OLD cards closed long ago. Instead of using all of the OPEN BANK CARDS I still have and have had since or before these cards were closed. They reasoning for this decision does not make sense. Furthermore, both XXXX XXXXXXXX XXXX  cards were closed by the CONSUMER and NOT by the grantor. The XXXX card was an authorized user and should not have even been considered in their Decision. The XXXXXXXX XXXX cards were opened only to get the huge discount they were offering for FIRST TIME use. I love a BARGAIN and if I can get 35 % off of my first purchase and FREE shipping, then you betcha I'm going to get the card. I had NO USE for these cards after the first Purchase. Besides I much prefer shopping on XXXX, but it just so happened that the items I purchased from XXXX and XXXX came out much cheaper than it would have cost me on XXXX... .YET, Chase is going to penalize me for this and say... .OH MY... SHE HAS TOO MANY BANK CARDS closed by the grantor. SERIOUSLY?!?!? 
1. XXXX XXXX XXXX 2. XXXX XXXX XXXX 3 XXXX XXXX 4. XXXX XXXX 

This also

Company response to consumer: Closed with explanation