Consumer complaint received 2018-10-13
Company: JPMORGAN CHASE & CO.
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
In its response to my CFPB complaint Chase made statements that are contradictory and do not represent actual facts. 

On XX/XX/2018 CHASE had sent me a letter in my previous request to investigate the fact that my account is adversely affected ( I am not able to receive identification codes as text messages to my mobile phone number - a service that is advertised by Chase and that is available to other customers ). The fact was that my account was adversely affected due to the sole reason that Chase was not able to communicate to me via phone. 

1 ) In its response Chase made the following statement : " On XX/XX/2018, you requested a document outlining a policy that states we wont assist customers that we cant communicate with by phone. We informed you that we have no such policy. '' In that same letter Chase also states : " When a request comes through the SMC that requires subject matter expertise we will provide the contact information for the appropriate department to you and/or will forward the request to the appropriate line of business for follow up. When this occurs, these requests must be addressed by phone. '' Here Chase clearly sates that they will not address requests made in writing, which means that they do have a practice of not assisting customers with whom they can not communicate by phone. 

I would like to emphasize that during my communications with chase in writing I inquired multiple times about what specific information does Chase want me to communicate by phone and Chase had never provided me with any specific requests. 

2 ) Chase also wrote : " On XX/XX/2018, we explained again that SMC specialists dont have the expertise to resolve your concern via the SMC. We advised you that we will continue to log your inquiries about this issue but will not respond further. '' I do believe that Chase is employing specialists that can address my concerns and the information that I provided to Chase in writing can be forwarded to those specialists with no significant expense to Chase. I would also like to emphasize one more time that I have not received any requests from Chase for any specific additional information from any of its departments. 

3 ). Chase also writes : " Weve identified reasons your arent receiving our texts. Weve researched your concerns and identified reasons you arent receiving our texts. '' This information does not represent the actual facts. Chase has not identified any reasons why I wasn't receiving text from Chase. Chase made some assumptions what possible causes might be and all those assumptions turned out to be false. I will address each one of them bellow. 

" First, our system shows the current number on file is incorrect. '' My phone number on file with Chase is 100 % correct. I would appreciate that when Chase is making such claims about its system Chase provides factual evidence of that. What Chase 's system shows about my phone number was not provided in their response. To the contrary Chase had made several phone calls to my number through their automated system and through persons leaving voice mail on my accounts of which I informed Chase multiple times in XXXX time period - Chase should have take this into account when it was writing their response to avoid making false statements when true facts were available to them. 

Chase writes : " You will also be asked to provide global consent via Telephone Consumer Protection Act giving us permission to send you text messages. '' In my correspondence with Chase that was attached my CFPB complaint I informed Chase that I attempted to follow their instructions to provide Chase the necessary consent, but in order for me to provide such consent Chase 's system requested me to enter a code sent to me by Chase via a text message, which I have not received, of such fact I informed Chase in writing. 

I have to note that Chase did change the status of my phone on file with them to that of a Mobile phone, but after that I was still not receiving text messages with identification codes from Chase. 

Chase writes : " Second, please contact your service providers Tech Support team to confirm they are not blocking our short codes, XXXX and XXXX. '' I informed Chase that I contacted my service provider and confirmed that my service provider was not blocking short codes XXXX and XXXX. 

Furthermore, On XX/XX/2018 XXXX XXXX PDT after I texted the word " help '' to XXXX I received a text message from XXXX that contained the following message : " Chase Mobile Visit chase.com/mobile to activate or get info Reply STOP to end all account msgs to this # Msg & data rates may Apply ''. ( While visiting chase.com/mobile simply directs me to chase log in page where I can log in into my account, but there is no " activate '' information on that site ). Of the fact that I was able to receive text messages from XXXX I informed chase in XX/XX/2018. 

So as you can see the Chase 's claim " Weve identified reasons your arent receiving our texts. '' is completely untrue and the supporting arguments they provided in their response to my CFPB complaint were known to them not to be true at the time Chase was writing their response.

Company response to consumer: Closed with explanation