Consumer complaint received 2016-02-19
Company: JPMORGAN CHASE & CO.
State: NC
Product: Credit card
Issue: Other

Complaint:
I applied online for an Amazon Chase credit card and was declined. To be clear, I 'm not disputing their decision. I decided that I wanted more information than what was included in the standard risk based pricing notice letter that they sent and decided to request a credit score disclosure exception notice ( CSDEN ). The first number I called ( XXXX on XXXX/XXXX/16 ) was given to me when I asked Amazon customer service about who I should contact to get this information. The Chase customer service representative told me that he did n't even know what a CSDEN was, that they ca n't give out that information, he did n't have information at his location about online applications through Amazon, and that he did n't know any other number that I should try so that I could speak to someone at Chase who was able to give me a CSDEN. Through my own research I was able to find another number ( XXXX also called on XXXX/XXXX/16 ) for those who want to check the status of an application or would like reconsideration. The XXXX person I spoke to became somewhat argumentative and did not even know what a CSDEN was. She also tried to refer me to a third party website that she claimed had the same information as a CSDEN even though she did n't know what a CSDEN was, what it contained, or even the web address for the third party site she wanted me to go to! Finally, she offered to send the same letter that was originally sent to me. Since I did n't get a satisfactory response to my request for the CSDEN, I called the same number again the next day ( on XXXX/XXXX/16 ). Since my previous attempt went sideways, I told the person who answered that I would record our phone conversation. I was abruptly told that she would end the phone call if I recorded it, she gave me no reason as to why she would n't allow me to record our conversation, and would n't continue until I told her that the recorder was off. I asked her if she knew what a CSDEN was but she also did not know what this document was, so I asked to speak with her manager. Instead of a manager I was referred to some other kind of account specialist who started to tell me the reason why I was declined credit. When I asked this XXXX person ( XXXX person overall ) if he knew what a CSDEN was, he said he did n't and would get back to me. He called me back and tried to convince me that the first letter they sent me had all of that information on it already, but when I asked him if it had some of the bulleted details of a CSDEN found on the ftc.gov website, he told me he would research it and call me back. He called me back and told me that he could resend all the information they sent before and that he thought that Chase may not be required by law to send a CSDEN, but he needed to research it and call me back. He did n't call me back, so I called a third time ( on XXXX/XXXX/16 ) and spoke to yet another person who did n't seem to know what a CSDEN was so I asked to speak to a manger. I was told that a manager was not available but that he could leave a message and maybe someone could get back to me in the next 24-48 hours. I informed him that I would file this very complaint and that there would be no need for anyone to contact me unless they were prepared to send me a CSDEN. I do not believe that I should have to go through so much to get a document that FTC says is one of the letters that could be sent to consumers after any denial of credit. The only thing I want from Chase is a document they should already be prepared to give. I simply want Chase to send me a credit score disclosure exception notice.

Company response to consumer: Closed with explanation