Consumer complaint received 2020-08-17
Company: JPMORGAN CHASE & CO.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Credit monitoring or identity theft protection services
Sub-issue: Problem canceling credit monitoring or identify theft protection service

Complaint:
XX/XX/XXXX I called Chase on the above date, as I received a letter in the mail saying an account ( unknown type listed on the letter ) was denied due to unspecific credit reasons. 

I did not open any account with Chase at all. 

While being connected to the fraud department, I was put on hold then disconnected, and unable to get reconnected to them as the fraud department was now closed. 

When I called general costumer service again on this date, I was unable to get any information or assistance other than I had some sort of account being handled by the collections department. I could not be helped or be given any more information at all, and was told to call back on Monday. 

At this point I filed a complaint with a manager, and was given a complaint ID #. 

This whole process above took about two hours. 

XX/XX/XXXX I followed up with Chase on the immediate above date. 

After 45 minutes on the phone, I was told that the collections account was one I had closed in XXXX. It did not have any balance, and was not in active collections. 

After talking with multiple agents, I was guaranteed by three of them that no accounts had been opened in my name. ( The date listed on the letter was XX/XX/XXXX ) They had checked both the commercial and residential ends of Chase, I was told. 

A manager had said the only Chase activity I had was the closed account from XXXX, in addition to no active or open applications / activity within the last 60 days. 

At this pint I filed an additional complaint with Chase, and received a second ID #, that was integrated into my previous complaint. 

When I got home from work on XX/XX/XXXX, about seven hours after my initial call, I had received a letter in the mail about the new debit card for my Chase checking account. This checking account had my full name, and one of my old addresses ( that I no longer live at ) I did not open this account, it was fraudulent. 

I immediately called Chase again and provided the 16 digit number on the card, and repeatedly identified the account as fraudulent, and opened without my knowledge. 

I spent almost three hours on the phone, was not helped at all, and was transferred to a half dozen different agents. None of them were the right department, and were therefore unable to help me. I was disconnected and had to call back multiple times. I repeatedly explained my dissatisfaction, the urgency of the issue ( my wife and I are closing on a house refinancing on the XXXX ), and that I would be filing this complaint. 

I was told I would be connected to the proper department within 8 minutes. 

I was put on hold and disconnected again after 30 minutes.

The account is still active, and after two days of calls, and almost six hours on the phone, absolutely no progress has been made. 

I am really concerned, unhappy, and worried about my security and financial future. I would appreciate any assistance you could give me. 

Thank you.

Company response to consumer: Closed with explanation