Consumer complaint received 2024-10-30
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: JPMORGAN CHASE & CO. (MD)

On Sunday, XX/XX/year>, I applied online for a XXXX XXXX credit card through JP Morgan Chase ( Chase ). To date Chase has not properly processed my application and has not treated my application fairly. Chase 's purported reason for declining ( and continuing to decline ) my application is due to a false claim of identity theft. Furthermore, Chase refused to in-take a customer complaint when requested. Below is the timeline of my attempts to clear the false identity theft indicator on my credit card application. 

I would like the following actions and response from Chase : XXXX. Provide full and complete details of the source of the false identify theft claim so that I can clear the incorrect information from the source. 
XXXX. Remove the identity theft indicator from my credit card application and the security block from my mobile telephone number. 
XXXX. Fairly and correctly process my credit card application based on my XXXX XXXX of XXXX and payment history where all current and past accounts have been paid as agreed. 

For more than thirty years I have had and maintained excellent credit and all of my accounts have been paid as agreed. Due to numerous data breaches and the disclosure of personally identifiable information by data brokers and credit agencies in the past, I instituted best practices recommended by the financial industry and the Federal government by placing a freeze on my credit files with XXXX, XXXX and XXXX several years ago. I recently contacted XXXX, XXXX and XXXX to inquire if there is any indication of identify theft in my credit files. All three credit bureaus confirm that there is no indication of identify theft in my credit history, and that all my current and past accounts are paid as agreed. 

Timeline of Events XX/XX/year> - XXXX temporarily lift the freeze my credit files at XXXX, XXXX and XXXX for XXXX hours ( from XX/XX/year> through XX/XX/year> ) in preparation for submitting an online application for a XXXX XXXX credit card through Chase the next day. Unbeknownst to me, unlike XXXX and XXXX, the XXXX lift expires at XXXX XXXX instead of at XXXX XXXX on XX/XX/year>. 

XX/XX/year> - I submit an online application for the XXXX XXXX credit card ( confirmation email attached ). The on-screen online application response indicates that the XXXX credit XXXX did not go through and I am requested to call Chase. 

XX/XX/year> - I lift the freeze on my XXXX credit file a second time for another XXXX hours and contact Chase Card Services. The customer service agent is able to locate my application and successfully reruns the XXXX credit check. He indicates that my credit card application was then sent for processing. 

XX/XX/year> ( approximate date ) - A letter dated XX/XX/year> from Chase arrives indicating that my credit card application was declined due to suspected identify theft ( copy attached ). 

XX/XX/year> XXXX contact Chase in response to the letter dated XX/XX/year> and speak to a customer service agent in Card services. The customer service agent informs me that due to the suspected identify theft, I need to provide additional documentation to confirm my date of birth and physical address. An email from Chase arrives requesting this documentation. Later that day, I upload copies of my Maryland drivers license and a utility bill for my home in response to the request. 

XX/XX/year> ( approximate date ) - XXXX dated XX/XX/year> from Chase arrives, indicating that my credit card application was declined due to suspected identify theft ( copy attached ). 

XX/XX/year> In order to clear up the false claim of identify theft, I voluntarily make an appointment for XX/XX/year> with XXXX XXXX at a local Chase branch located at XXXX XXXX XXXX, XXXX, MD XXXX to present my identification documents in person in connection with my credit card application ( appointment confirmation attached ). 

XX/XX/year> Upon arrival at the Chase branch for my appointment, I am met by XXXX XXXX last name not available ) who indicates that she will handle my appointment instead of XXXX XXXX. For this meeting I bring my valid U.S. Passport, valid Maryland driver 's license, and copies of a utility bill for my home, my property tax bill, XXXX bank account statements, a water and sewer bill, and my mortgage escrow analysis statement as evidence of my identify and my home address. 

During the appointment : I explain the situation with my credit card application to XXXX and provide her with copies of the letters dated XX/XX/year> and XX/XX/year> from Chase, my Maryland drivers license and my valid XXXX XXXX. 
XXXX contacts the Chase credit card processing center and speaks with an agent, saying that she has authenticated me at the branch with my drivers license and U.S. Passport. During the phone call XXXX also asks me to confirm my email address and mobile phone number. 
After the phone call, XXXX explains that the copy of my drivers license that I uploaded on XX/XX/year> was not clear enough, and therefore I received a second letter regarding identify theft. She takes my drivers license into a back office to scan and send it to the credit card processing center. She does not scan my U.S. Passport nor request any other documentation or proof of my identity or home address This indicates that my drivers license fully satisfied Chases process of identifying me as a customer. Moreover, the branch did not mention any continuing issue or doubt concerning my identity during or after my visit. 
XXXX indicates that it takes about an hour for the scan of my drivers license to be processed and within XXXX hours I will receive an email from Chase confirming receipt, and then my credit card application will be sent for processing. 
No email is ever sent to me from Chase confirming receipt of my scanned drivers license from the branch. 

XX/XX/year> ( approximate date ) - I receive a XXXX-sentence letter from Chase saying they are unable to approve my credit card application due to reasons outlined in prior letters. 

XX/XX/year> - I contact XXXX, XXXX and XXXX to inquire if there is any indication of identify theft in my credit files. All three credit bureaus confirm that there is no indication of identify theft in my credit history, and that all my current and past accounts are paid as agreed. 

XX/XX/year> - On the same day, I contact Chase again to attempt to find out the source of the false identify theft claim and to clear it from my credit card application. 
I speak to a customer service agent in Chase Card Services who confirms my mobile phone number and attempts to authenticate me with a text. He indicates that there is a security block on my mobile phone number so he can not text me. He asks for other information in order to authenticate me. 
The customer service agent accesses my credit card application. I explain that during my appointment at the branch on XX/XX/year> a copy of my drivers license was submitted by XXXX to clear the false identify theft claim. The customer service agent says there is no record of the appointment at the branch nor is there a copy of my drivers license submitted by the branch. The agent suggested I visit the branch again to present my identification. 
At this point I indicated that its doubtful that going to the branch again would resolve the issue, and that I would like to submit a customer complaint. The customer service agent does not document my complaint and promises to transfer me directly to an agent who will take my complaint. Instead, he transfers me back to the main XXXX number for customer service to begin the call tree over again. At that time, I ended the call as it would be futile to continue. 

XX/XX/year> - Letter dated XX/XX/year> from Chase arrives, indicating that my credit card application was declined due to suspected identify theft ( copy attached ). 

XX/XX/year> I contact Chase again in an attempt to submit a customer complaint in connection with my credit card application. 
I am passed around to three ( XXXX ) different departments at Chase before XXXX in Complaints / Fraud Verification actually receives my verbal complaint and assists with my credit card application. After researching my application, XXXX is able to locate the previously lost copy of my drivers license scanned by the Chase branch on XX/XX/year>. XXXX indicates that since it has been more than 30 days since my application, Chase must run another credit check. He also indicates that he will contact me before XXXX XXXX that same day to provide an update on my application. Despite requesting a reference or case number for my complaint, XXXX did not provide one, but asserts that my complaint is captured in the notes associated with my application. 
I am then passed on to the credit verification department and asked to unfreeze my XXXX credit file again. After I submit the unfreeze request online, the credit verification agent runs the credit bureau check and passes me on to the credit card application department. 
The credit card application department tells me there is a true identify theft indicator on my application but can not tell me where this information is coming from. To date, no one at Chase can or is willing to explain what this indicator is, why it is associated with my application or phone number, or how to remove it. 
From there I am sent to the credit card lending department and each time Im passed to a different person I am asked to receive a security code via text, and then told that my mobile number has a security block and a code can not be generated. Each time I ask for details about the security block and no one is able to explain why it exists or how to remove it. Each time I am required to end the call and wait for the customer service agent to call me back on my mobile number. Finally the credit card lending department fails to call me back and the XXXX hours that I spent on the phone passed around Chase departments comes to an end. 
A few minutes before XXXX XXXX on XX/XX/year>, I receive a call from XXXX in Complaints / Fraud Verification who tells me that the only way to process my credit card application is that I must once again go to a local Chase branch to present my identification documents in person. While I am at the branch I must have a banker call XXXX after presenting my IDs. 

Based on my poor experience with Chase customer service to date I am reluctant to visit the Chase branch again as I have no confidence that my visit will resolve the matter. Moreover, having already presented my valid XXXX XXXX and valid Maryland driver 's license at the branch, the receipt of which was confirmed by XXXX, requiring that I once again travel to a branch office and re-present my identification feels punitive and unnecessary. 

Before I waste any more of my valuable time, I would like Chase to thoroughly investigate the source of the false identify theft claim and provide me with full details as to how and why it exists, the source of the information that resulted in it being placed on my application, and provide reassurance that when I do visit the branch, the branch staff will be knowledgeable about this issue and will cooperate and assist in resolving it.