Consumer complaint received 2016-02-09
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit card
Issue: Unsolicited issuance of credit card

Complaint:
In XXXX XXXX, I filled out an online application for a Chase credit card, to determine what my credit limit and interest rate would be. When I received the approval letter in the mail, it stated that in order to accept the card/agreement, I had to sign something and return it or cal to activate ( I ca n't recall which, but there was an additional step required to accept ). The credit limit was much lower than made sense, so I did not move forward with the card. 

XX/XX/XXXX, I received a " new card '' in the mail from Chase. Alarmed because I never had an " old '' card and unaware that I even had an account, I called member services and asked for clarfication on why I was receiving a card. They said the account was opened in XXXX XXXX. I was unaware that I had signed anything agreeing to actually opening the account, so I asked for a copy of the agreement with my signature or e-signature, showing that I had agreed to the account being opened. I had hoped the agreement would clearly show that I agreed to this when applying and had just overlooked it. They said I would receive this in 7-10 business days. 

After several weeks and no response, I called again for an update. They said the request had been " escalated '' and they were still looking into it to locate the necessary paperwork. This left me concerned, as it seemed it would be connected to my account. They said they would likely be sending something in 7-10 days ( again ). 

I called a third time, and they said a letter had been sent out a few days prior and was in the mail. When I received the letter a week later, it was a single-page letter saying they were unable to locate any paperwork or proof with my written agreement to opening the account. The letter also listed some " possible reasons '' for why they could n't locate this paperwork - e.g. the account was opened over the phone or in an affiliate branch ( false ). 

I called to find out if this was a final decision or if they were still looking into the matter, and got an unclear response that maybe they were still looking into the matter. When I voiced my frustration and concern that an account had possibly been opened without my consent ( because they could not provide this proof ), the call was escalated to a supervisor. I told the supervisor I planned to issue a complaint, and she asked that I allow her to escalate the manner in a " special '' way that only supervisors had access to ; I obliged, stating that I would be happy to drop the issue entirely if they could just provide a copy of the agreement I signed, with my signature. 

She got back on the line after several minutes and asked that I provide my contact info, and she would contact me in 2-3 days. As I was giving her my phone number, the call mysteriously dropped. 

When I called back, the supervisor I spoke to seemed very concerned that someone had agreed to call me back, and looked into the issue. After repeatedly telling me that he could not send me the actual agreement with my signature because they would not send my social security number in the mail ( despite the fact that I agreed to let them do this ), he said he would send me my cardholder agreement. 

Today I received a generic copy of a card agreement, without my signature, and saying that it was valid from the listed date, which was a few days ago. This is not what I requested, and leaves me very concerned this documentation does not exist/I did not indeed agree to opening the account.

Company response to consumer: Closed with explanation