Consumer complaint received 2017-08-30
Company: JPMORGAN CHASE & CO.
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
I have been a customer of Chase Bank for many years with a checking/saving account. 
On XX/XX/XXXX my wife entered the United States from XXXX under a XXXX ( XXXX ) XXXX. 
She entered under her maiden name and on XX/XX/XXXX we were married. 
On XX/XX/XXXX at approximately XXXX we arrived at the Chase Bank located at XXXX XXXX XXXX , XXXX , Louisiana XXXX in an effort to open a checking account for my spouse in her married name. 
We had in our possession her passport issued by XXXX and XXXX XXXX issued by the Department of State in her maiden name, a certified copy of our marriage certificate, a photo copy of a letter from the Social Security Administration addressed to my wife in her married name with the location of her residence matching the address I have on file and a photo copy of the social security card we received in the mail at our residence of record. 
We were informed by the bank staff in addition to her passport she needed one of the following documents to open an account which were needed to establish her residence. 
1 ) a bank statement less than 60 days old. 
2 ) U.S. driver 's license/state ID. 
3 ) Employment letter, check, paystub 4 ) Utility bill less than 60 days old. 
We were informed there are no exceptions to these rules. 
I subsequently submitted an email to XXXX XXXX XXXX, with the branch office regarding this matter. 
In the email I submitted to him : 1 ) A copy of her passport in her maiden name. 
2 ) A copy of the XXXX XXXX issued by the DOS in her maiden name. 
3 ) A copy of the letter from the Social Security Office addressed to her in her married name and to our address on record. 
4 ) A copy of her social security card issued in her married name that we received by mail at our address of record. 
5 ) A copy of Insurance information addressed to me and her with her married name with the address we have on record. 
She has subsequently received three additional letters from the XXXX addressed to her in her married name with the address we have on file with the bank. 
I also spoke with him several times but he stated he was an unable to address the issue and she needed some additional form of ID in order to open an account. He was always polite and agreed she was in fact who she identified herself as and where she lived. 
We have established with the evidence produced that which any reasonable person, any person for that matter would agree that she is in fact the person she identified herself as and she resides at the address that was provided to the bank. 
The bank has in place a policy which has no exceptions and when evidence is produced that clearly identifies a person and establishes where they live and there is no nefarious undertaking in play an exception should be made and an account should be allowed. 
Do due to the nature of this complaint and the initial instructions given I am not submitting any supporting information which contains names, account numbers and social security numbers. 
If necessary documentation can be provided to verify the above information at a later date.

Company response to consumer: Closed with explanation