Consumer complaint received 2021-12-21
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
I did research for about 2 months prior to applying for a business credit card with Chase bank. In which time, I did independent research online, cold called their customer service representatives, as well as did case studies from individuals who banked with or tried to bank with them as well. I am a personal and business account holder. I've also held a substantial amount of personal credit with them for over 5+ years now. 

In researching how/when exactly they report customer information to the credit bureau , I had to call and get specific information from their banking an card services department. I placed over 50 calls between XXXX to XX/XX/2021, to ensure I got the correct information I needed. On most all of the calls I was given wrong information from confidently uninformed employees who seemed to not have been trained properly. Vital information that needed 100 % correct information, due to the financial planning and I had to put in place after a XXXX XXXX accident has me on the receiving end of over $ 150k in medical bills. I asked to speak to supervisors and for the most part received flack from employees not wanting to escalate the calls. At times I was told I was being transferred and some employees left me on hold for 30 minutes to an hour at a time until I eventually just hung up and called back. Others hung up on me, and some calls I was able to speak to a supervisor. There were entry level customer service operators who were unaware of the standard, but specific credit needs I asked about. I then started asking to speak to supervisors so that I could speak with people who should for sure be giving me accurate information. I called at least 3-7 times per question and got tons of different information on the same issues. Some were correct, some were incorrect, so I kept calling until I could get at least 3 consistent answers. 

For a short period of time, my business mail was being sent to my home address. After establishing a physical office, all mail was then permanently forwarded to my office ( the physical business location ). Sometime between XXXX 2021, I received an offer in the mail inviting me to apply for a Chase Ink Business card. Confused as to why the bank would be sending anything to my home address, I called the bank to establish the validity of the correspondence. They confirmed that it was a legitimate offer and verified it in their system. However, they could not verify why it was sent to my home after the address had been changed for months and my home address was no longer in their system. Some time after that, I started receiving calls, XXXX, and emails from a man impersonating a Chase business banker, proposing the exact offer that I received in the mail. He made calls to my personal phone number which isn't listed on any of my Chase contact information, had my email, and address. As a XXXX woman, this is terrifying. I've brought the matter up with Chase, yet there's been no research or resolution to it. My brand new credit card information has also been compromised as a result of their negligence, yet they will not account for it and/or resolve the issue. 

After validating that the offer was real, I decided to establish my business credit with them. I have personal credit with them and figured it would be a perfect time to establish a business line as well. I spoke to a supervisor because I had questions regarding the offer letter. They have a few cards in the Chase Ink family and the card they offered me didn't serve my financial needs. I asked the supervisor SPECIFICALLY, can I apply for the card I actually needed, instead of the card on the offer letter. He advised me that they were very strict with that specific line of cards, and that it would be best to apply for the one I was pre-selected for and then have them convert it before issuing it. He stated that because the card was in the same family, it would not be an issue with changing the specific card type. This however, was not the case. 

After going through a terrible application process that I have detailed in the attached letter, the lending department with Chase said they would not convert the card I currently have for one year. I specifically asked the supervisor about another card that did not have yearly fee, yielded more rewards, and offered a balance transfer. It was extremely important that I receive the card that I wanted because I was injured while working and needed to transfer emergency business expenses off of my personal credit. Due to the misinformation given by a supervisor, on recorded lines, the credit department refused change the card. The card on the invitation that I was approved for also came with a yearly fee that's already been assessed. I have not been able to transfer the balance and have been accruing interest daily for over a month now. I contacted the executive office as soon as the card was approved and opened a case. The case was assigned and I let them know that it was an urgent matter and needed to speak to a case worker pithing 24-48 hours of the claim being assigned.They did not tell me when someone would call, so when she did, I missed the call. I called her back exactly XXXX minutes after she left me a voicemail, multiple times, and never received a response from her. I asked to speak with her superior after contacting her over 12 times. All the representatives would say was that she was online, but wasn't responding. Once I was able to speak her supervisor, he asked for a lot of information, said they were reviewing calls, and then contacted me again for more information. He said he would get back to me and never did. He was out of the office for 10 days and no one could provide an explanation as to what was going on. 

During the time he was gone, the original case worker never contacted me, closed the claim prematurely, and called back a month exactly from her initial phone call. I called her right back and never got a response ( again ). The voicemail she left was full of incorrect information that was never fact-checked or cross-referenced with the issues I presented. She never had one conversation with me, nothing. I spoke to her supervisor once he returned and he didn't sound helpful this time around. He said they found " a lot of calls '' and " not all of them were reviewed, but nothing matched what I told them. '' Basically admitting on more recorded lines that they did not fully research my claim. He also said that they were closing the claim and would not be reviewing anymore calls unless I personally did the research myself and sent them the supporting evidence pointing them directly to the issues that I presented. I had to pull every single call log from my personal/business phone bill and submit to them the information directly in order for them to reopen the case. Meaning they are requiring me to do the job they are specifically paid to do, but refused. Had I not have gotten so much wrong information, I wouldnt have called so many times. The call with the supervisor who gave me the wrong information before applying for the card was never located, nor was he held accountable, and I would not be escalating the matter this far if I wasn't being truthful about what I was told. 

Because of the unprofessionalism and misinformation on multiple levels with this institution, I am in fear of being further mishandled at the expense of further financial burdens. I am an extremely long-time customer with this bank and I have never received such poor service from them in my life. The one little bit of incorrect information from a person on a recorded line claiming to be a supervisor is causing huge amounts of personal and financial stress. I am formally requesting the CFPB to intervene on my behalf and assist with seeing to it that Chase bank complies with the information that their employee gave me.

Company response to consumer: Closed with non-monetary relief