Consumer complaint received 2024-09-16
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: JPMORGAN CHASE & CO. (MS)

My husband and I went to our local Chase Bank XXXX ( XXXX XXXX XXXX, XXXX, LA XXXX ) in order to add my name to his personal Checking and Savings account so we could have our first joint accounts. While we were there, I explained how I wanted to link my personal Chase XXXX account to the joint Checking account for easier payment. I was told that I would need to call a number on the back of my credit card and fill out paperwork to do a name change. I received the paperwork via mail ( Legal Name Change Form and XXXX ) and filled it out at the end of XXXX or possibly the beginning of XXXX. My husband and I brought this paper work to the bank in person for it to be faxed. We watched as it was faxed in front of us with no complications. A few weeks later, we received the same paperwork in the mail again. The letter mentioned that Chase had not heard from me. Once again, I filled all paperwork out and my husband brought the paperwork to be faxed by the branch again. He mentioned to them that we had already done this a few weeks prior. I have a copy of these forms from my second attempt and the fax machine it was faxed to with a fax confirmation if needed. A few weeks later, I tried to pay for my gas with my credit card and my card was declined. After the card declined, I checked the Chase app and saw that my account was closed. Immediately, I contacted Chase Customer Service and eventually spoke to Credit Card XXXX after being transferred multiple times. I was informed that paperwork was never received. They were unable to do anything further, so I contacted the same branch that faxed our documents. Luckily, I was able make contact with XXXX XXXX who has helped us since day XXXX. She has put a lot of effort into trying to help us correct these misunderstandings. My husband and I went back to the branch in person and met with her. She tried talking to the same departments that I communicated with including supervisors and managers. The fax was once again RESENT. With no luck, my case got sent to Chase Bank XXXX XXXX XXXX. I received a voicemail on XX/XX/year> from AJ from Chase Bank XXXX XXXX XXXX mentioning my reference case number and his contact information for a call back. I returned the call and was told that it XXXX take XXXX business days for my case to be settled. On XX/XX/year>, I received a voicemail from XXXX saying my case was still open waiting on a response from the back office. On XX/XX/year>, I received another voicemail from XXXX saying they would not be able to reopen the account due to missing documents. I was advised to speak with fraud and given a phone number to contact. I called that number and was immediately told how fraud does not deal with credit cards or credit accounts. I was then transferred to customer service once again then back to Credit Card services. I reached back out to XXXX at our local branch. She tried emailing AJ from escalations again. Neither of us heard from this person again. Finally after dealing with this for over a month, I noticed that my XXXX XXXX dropped nearly XXXX points due to the closure of my account. My only option remaining was to reach out to the credit bureau because I tried contacting multiple departments from this company again only to be dismissed. I want to dispute both the closure of my account and my XXXX XXXX because I feel as if I completed all of my responsibilities appropriately and Chase Bank did not do their part in solving this situation.