Consumer complaint received 2024-10-13
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: JPMORGAN CHASE & CO. (NC)

I applied for the Chase XXXX XXXX XXXX XXXX on XX/XX/XXXX. I was not instantly approved and was told to wait for letter or call for more information. I called once on XX/XX/XXXX, and twice on XX/XX/XXXX and was not given an update just told to wait for the letter. 

Received the letter on XX/XX/XXXX telling me that it was blocked due to fraud detection. I called the number to confirm it was me who applied. The customer service representative was having issues verifying my phone number via the text method and told me to visit a branch with XXXX different forms of identity verification. I confirmed what XXXX forms would work and set out to see a branch member on XX/XX/XXXX. I brought in my drivers license and a water bill for the address I put on the application. After XXXX calls, multiple in which they attempted to try the text verification that has not worked once, despite the branch member providing his employee connection number. With this lack of progress between the branch member and customer service representative, He told me that this is not how the process normally works and apologized for the delay. He then scanned my documents and told me he would call on my behalf and update me within he next hour. I never received an update call from him. 

I called the branch that afternoon and spoke to another member who told me he was busy currently but had been working on the application and will call me later, to which he never did. I called the next day, XX/XX/XXXX, and spoke to a branch member different than the one that previously helped me, who called on my behalf again. This member provided me with the " managers '' number of XXXX ( XXXX ) XXXX and told me to call if I did not receive an update within the next XXXX hours but that it was on the final review. I called this number on XX/XX/XXXX twice and was finally given the new verification method of calling the verified phone number on my account. The same number that I applied with and the same number I was calling them from. On the second call I was told once again that it had just been moved to final review and that I will receive a letter in the next XXXX days. I did not hear anything in that window. 

I called once again on XX/XX/XXXX asking for an update after going through the verification process again I was told that it had just been sent to final review and I should hear something in the next XXXX hours. No news there, so I called again on XXXX and went through almost an identical scenario. 

I called again twice on XXXX and went through a familiar process and was told it was going to a final review. I expressed my concern for the rapidly approaching end to my 30 day window for that credit pull to both members. The second member then provided very misleading information about no worries you can apply again which would be very deceptive to someone who would not know the ramifications on their XXXX XXXX especially with banks like Chase and their predetermined velocity rules. I was reassured that I would know within a week. I also called the Chase XXXX line in between these calls and was told that the people I needed to reach were not in on Sundays, despite showing availability in the letters I received. 

I received a new letter post marked XXXX that arrived on XXXX stating action was needed and to call a new number, XXXX. I called that number on XX/XX/XXXX and went through a similar process once again and was told that the I needed to upload more documents and was sent a link. I completed this upload providing my drivers license, water bill, and lease for the address on my application. The customer service representative told me to call by Sunday XX/XX/XXXX if I had not heard an update. I called today XX/XX/XXXX and went through a similar process of verification and was told that it was sent for final review. This is the XXXX " final '' review I have been sent to with more made up dates along the way. I have wasted multiple hours all to end up in the same loop, I want answers.