Consumer complaint received 2018-06-28
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
At the beginning of XX/XX/XXXX I requested from my local Chase bank ( XXXX XXXX XXXX, XXXX, NY ) an early renewal of my Chase Debit Card. I explicitly expressed the need to receive this card by my XX/XX/XXXX departure for XXXX, my regular residence between the end of XXXX to the beginning of XXXX and the end of XXXX to the beginning of XXXX each year. 

The attached complaint is being filed as a result of what has occurred over the past month as well as its possible consequence. 

What has occurred : Countless orders were placed for a renewal of my card by my branch manager XXXX XXXX. Forty-eight hours following each promised renewal, I requested from a Chases phone representative a XXXX tracking number. Each time I was told emphatically that no number was available, but guaranteed that the card went out. According to XXXX this could not be the case. Each time an order is picked up, a tracking number is automatically generated, a number Chase refused to give to me. I assert that the cards in fact were never mailed. 

After non receipt of innumerable promised cards, each follow up phone call to a Chase phone representation led to different excuses, while most contradicted one another : The card was sent, The card cant be sent, we cant give you a tracking number, youll get your tracking number tomorrow we promise delivery by Monday, we cant deliver till Wednesday, and so on, week after week. Not once was I provided transparency ; never was I treated as a valued client deserving of honesty and courtesy, and in most cases denied access to a supervisor. Each attempt made to secure my card by XXXX XXXX and Assistant VP Private Client Banker, and XXXX XXXX of Chases branch at XXXX XXXX XXXX, XXXX failed. Chase representatives were, one after the other, deceptive and blatantly hostile toward finding a solution. 

XXXX XXXX, discovered, after the mysterious sixth non-delivered debit card, that a warning was placed on my account due to the U.S. Postal System not forwarding to me in XXXX large mailings. Chase placed a mail waring on my account, never to inform me or to be discovered by Chase online banking staff, though clearly visible on their computer records. 

Possible Consequences : Im disappointed because without my debit card I cant have access to my personal funds from either my savings or checking accounts. Id be totally stranded for three months in XXXX without living expenses and prevented from making additional travel plans while abroad. 

Two days before my departure I feared that trips already planned and paid for would be in jeopardy. Its not a stretch of the imagination to realize the imposition placed on me by being half way around the world and denied access to my funds, except by using my Chase Explorer Credit Card with its outrageous finance charges. 

As Chases client, my bill of rights guarantees me easy access to my personal funds. Without possession of my much needed debit card, Chases actions deny me this right. 

In light of this hardship I would like to seek Chases accountability and be provided with a sincere apology and a concise explanation as to the reason for this ongoing struggle. The delivery of a replacement debit card should, according to Chase, takes no more than one week, not a month plus, and shouldnt involve such stress, frustration, and uncertainty as I encountered. The manner in which I was treated was totally unacceptable and beyond all unprofessional. 

On Monday XX/XX/XXXX I again spoke with my branch and a final request was made for a new debit card. I guaranteed that this would be my last appeal prior to the closing out of my accounts. It would have been too late to finally receive this card to my XXXX home. I was told that a change of address would be made and the card forwarded to my home in XXXX. To my great amazement, the card arrived in this mornings XXXX XXXX delivery.

Company response to consumer: Closed with explanation