Consumer complaint received 2021-12-27
Company: JPMORGAN CHASE & CO.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
Hello, I would like to file a complaint against Chase credit card company. 

In XX/XX/2021, I applied for the credit card online. A few days later, I received a call from a Chase representative who verified information I had submitted and at the end of a conversation advised that I was approved and I would receive a card in the next few days. 

I received the credit card and began using it. After the third day of having and using the card, at a retail establishment, I was informed that the card was declined. This was on XX/XX/2021. 

I called Chase upon arriving home and was advised that the card/account was closed. They would not advise me as to why it was approved and then closed, but a different department closed the account. There was no option to speak with the department. I was transferred on that call to four different people. After speaking with the 4th representative, I was advised that there was a problem with my address, and a letter explaining what was needed to reopen the account was mailed to me. 

I received the letter requesting a proof of my address to reopen the account. I returned the letter with proof of my address ( a latest utility bill ). 

A few weeks passed and I did not hear from anyone, so I called Chase on XX/XX/2021. I spoke to 3 representatives, a XXXX, XXXX, XXXX. I was transferred two times after initially speaking with XXXX. I demanded I speak to a manager as the three representatives could not help me. I spoke to a manager XXXX who advised me that the department that had closed the account had it documented that the needed proof of address was received. XXXX advised that the closed account department was evaluating the new information, and he would call me back within 7 business days. All told the conversation and hold times were over an hour. 

I did not hear from anyone, and I called back on XX/XX/2021, and spoke to XXXX. She stated that more time was needed to review my application, and I would hear back from someone. 

I did not hear back from anyone, and I called back on XX/XX/2021. After a 20-minute hold time, I spoke to a rep, and I asked for a supervisor. After another 20-minute hold I spoke with supervisor XXXX who put me on hold to investigate my account. We were on hold for half an hour. XXXX did not actually place me on hold, as there was no hold music, there was just silence, as if he just muted me. After the half an hour of muted silence, the call dropped. XXXX did not come back and let me know what was he was doing and provided no updates during this half an hour time. 

I called back immediately, after a half an hour hold time again, I spoke to a rep, and I immediately requested a supervisor, and spoke with supervisor XXXX. She said your account has been closed for almost 3 months, why are you even calling? I explained to XXXX I had provided the needed information as requested, and followed up on this account as requested in good faith. 

She told me that the account was closed based upon an internal decision, and once that decision is made, accounts are never reopened, no matter what. I asked why they didnt tell me that on the three other calls? She did not have an answer. I asked if another letter was mailed explaining that, and she said no? XXXX did say that all of the other supervisors could see that my account would not be reopened. I asked why then, did they not tell me that, and said they needed more information? 

If they do not reopen claims, why was I not told that on XX/XX/2021? 

I am writing this letter as I feel discriminated against. I am naturalized citizen, and am a non-native English speaker, with a noticeable accent. When I spoke with the representative when being evaluated for the account initially, I felt that he was short, and dismissive. Each experience with each representative and supervisor from each call/transfer to the end call was a horrible experience, where I felt judged, and no one was listening just on hearing my voice. 

The reason that I think that the closure and treatment is more about discrimination is the fact that my partner who lives in the same house and address has 3 Chase credit cards, and also had a bank account with them also. He never had a problem ever with them, but he is also a native US citizen. 

I still do not know whether to believe XXXX, or XXXX? Both are supervisors with the same title. XXXX said my account could be opened with time/evaluation, and XXXX did not. Why should I believe anyone at that bank? I just know that I basically wasted 6 hours on hold getting nowhere. 

I only know that my account is closed. I provided the needed information and to date have not heard from Chase. No one called me back or sent a follow up letter. 

I would like to request an investigation into my complaint.

Company response to consumer: Closed with non-monetary relief