Consumer complaint received 2024-01-23
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: JPMORGAN CHASE & CO. (CA)

Summary : Chase business closes a business credit account with over one year of history and XXXXXXXX XXXX, claiming the documents needed to verify ownership of the business entity were sent outside of the 60 day window after notice, despite going into the branch with an appointment to fax them to Chase Card Services within business hours before the closing of the 60 day window. Chase Card Services refuses to explain how it took them five days to receive a set of faxed documents. 

I opened a Chase Business credit card account in XX/XX/XXXXXXXX XXXX and used it without issue while I worked as a contractor consulting for a family office. In XX/XX/XXXXXXXX XXXX I received a notice from Chase Card Services requesting " proof of legal name for business '' and " proof of physical address for business. '' Instructions were to either fax or mail a copy of the notice and my documents to the return address given on the notice. I do not own a fax machine, and I hadn't received the notice in person immediately, as I was away from this address in XXXX and much of XXXX. 

I called the number on the back of the notice, XXXX on XX/XX/XXXX, and spoke with an associate at Chase Card Services about my options. She instructed me that I had 60 days from the date of the notice to get Chase my documents, so as long as I went into my local branch in XXXX with the original copies, I would be able to fax them directly to Chase Card Services with a branch agent, and they would be received in real time. 

I made an appointment for XXXXXXXX XXXX on XX/XX/XXXX, and was helped by XXXX XXXX, a private client banker at Chase. She made copies of my passport, my business ' IRS EIN assignment letter, a pay stub, and a phone service bill, all dated from within the last 60 days. She then faxed these to Chase Card Services using the information on the statement, and told me to wait a week or so to get a response from Chase. 

At this point, Chase had completely closed my credit card account, and I had to switch all of the vendors using this account number to another card. Chase also cut off access to the approximately XXXX Chase Ultimate Rewards points that had accrued to this account. I had heard nothing, and after three weeks, called the Chase Card Services number again. The associate instructed me that although she could see that I had made the appointment to go into the branch on XX/XX/XXXX, and although I had faxed my documents to Chase within the 60 day timeframe required by Chase Card Services, " the documents were received by Chase Card Services on XX/XX/XXXX, which falls outside the 60 day window. '' The associate would not or could not explain how it took Chase Card Services five days, and three business banking days, to receive documents that were faxed to the Card Services number. I asked to escalate the issue, and was met with the same response from the manager. They simply stonewalled me, saying there was nothing they could do since the documents were received outside of their window. 

I called XXXX XXXX, the branch agent who helped me fax the documents, and she agreed that their response did not make any sense. She offered to submit an internal complaint to Chase Card Services herself, and told me on the phone that I would receive a response from someone in one day. 

I received another call on XX/XX/XXXXXXXX XXXX XXXX  from someone managing internal complaints at Chase, who told me that although there was nothing she could do to change the status of my account, " my feedback was being taken into account for Chase 's review of their internal processes. '' Chase has now removed the over XXXX points from my closed account without providing any notice, and they have closed the account. I am unable to receive an explanation from them on why they did not receive my documents, I have wasted at least twelve hours sitting on hold and at the branch, and they have taken points worth approximately {$1700.00} from me for no reason. 

I have tried every avenue possible to address this issue with Chase before turning to the CFPB