Consumer complaint received 2024-01-23
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO. (PA)

In my initial complaint I reported the following : I received a Chase Unlimited card I never applied for on XX/XX/XXXX from JMBC Bank. I contacted them, told them I hadn't applied and they told me the inquiry would be removed from my credit report. They gave me information as to how to place a fraud alert on my account through XXXX so anytime there was an application done I would recieve a call to confirm my identity. I set up the alert immediately. This alert does work as I was contacted on XX/XX/XXXX when I had applied for an Amazon credit card. I received an email on Saturday, XXXX XXXX XXXX from Chase saying there was a letter on my account in regards to the recent credit card I had applied for. I thought it was awfully late since I had applied for the Amazon card XXXX weeks prior. When I logged on it was in regards to a card that was applied for on XXXX  XXXX XXXX XXXX It was a letter telling me I was denied the card, not because of a failure to verify my identity, but instead gave a list of multiple other reasons for the denial. I called Chase immediately, upset that I was never contacted on XXXX. They assured me the inquiry would be removed, when I asked why no one contacted me when I have a fraud alert on my account I was told I had to contact XXXX XXXX. There is no one to call about fraud over the weekends but I remembered I set up my alert through XXXX and called them. They told me the alert is there, confirmed my only phone number and told me that it is up to the banks to call the customer with an alert, that it isn't an automated system in which I get a call. So I called Chase back Sunday morning XX/XX/XXXX to find out why I was never contacted. I was told they could not tell me since the account had been closed, that there was no way to pull any information about the fraudlent account. I told them I inquired about it the previous night, before it was closed, and was directed to contact someone different. What it feels like to me is someone did not do their job on XXXX XX/XX/XXXX and chose not to contact me, when I called about this error they again chose not to do the right thing and instead passed me off to be someone else 's problem. I took the steps I needed to take to protect myself and the Chase actively chose to not do what was required of them. 

After a month Chase Bank stated " We confirmed that when you applied for your credit card on XX/XX/XXXX, it would have been necessary for you to contact the credit reporting agencies to remove the freeze before the application could be processed. '' A screenshot of this will be submitted. This is false. Never mind XX/XX/XXXX hasnt even occured yet, there was not a freeze on my credit that needed to be lifted at the time the application was submitted on XX/XX/XXXX. I had applied for the Amazon card on XXXX. There was an alert that would have required the bank to contact me to verify my identity, which the bank did. The bank did not, however, contact me on XX/XX/XXXX like it should have, and like it did prior. 
I added a freeze with XXXX different credit reporting agencies on XX/XX/XXXX which was the first time an actual freeze was placed on any credit agency with my name. Now any time after XX/XX/XXXX I will need to contact the credit agencies before and after applying for anything that will run a check on my credit. Again, prior to XX/XX/XXXX there was NOT a freeze, there was an alert that Chase failed to follow up on. And prior to my application for the Amazon card on XX/XX/XXXX I did not contact any credit agencies to inform them of any application, the bank contacted me - like they should have on XX/XX/XXXX. 

I have attached all three letters with the date of XX/XX/XXXX and XX/XX/XXXX stating that the freeze was put on on that date, there was not a freeze prior like Chase had falsely stated.