Consumer complaint received 2019-03-15 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: JPMORGAN CHASE & CO.
State: LA

Complaint narrative:
On XX/XX/2019 I applied for a XXXX credit card through Chase.com and received an email notification that my application was under review, attached ( item 1 attached ). I also received an email from XXXX XXXX letting me know  chase had pulled my credit due to a new application ( item 3 attached ), which I was fine with because I did apply for the credit card. When I had not heard anything from Chase within two weeks I got concerned because I have excellent credit so I started calling the 800 number provided to check the application status. Every time I would call I received an automated response that said " your application is under review. We will notify you of our decision in writing ''. 

I waited and waited, no correspondence received from Chase. I am XXXX and this all very important to me so I continue to check on the status. The automated system continues to tell me my application is under review. When I called today ( XX/XX/2019 ), the automated system told me they could not locate my application so that immediately was an alarm bell. 

I called the Chase customer service line and was routed to a few different folks that couldn't help me because they couldn't locate my application on their end before I was finally routed to lending. Lending tells me that the application had expired because they needed more information from me, but I never received an email, phone call or any correspondence notifying me of this. 

They asked if the address they had on file was correct. I told them yes that was correct so there is no other logical explanation other than I suppose the correspondence was lost in the mail. I have to take their word they sent it out and they have to take my word that it was never received. I asked well can I dispute this because this is now affecting my credit and they said no because I accepted their terms and conditions that states the application will expire within in 30 days. I have read through the terms and conditions ( item 3 attached ) and it is no where in there. I always read those and if had seen that I would have absolutely been calling every day asking to speak to a human in order to get a status update. I relied on the automated system that failed. I also think it's insane that they only send out one piece of correspondence regarding pending applications, knowing that if they never hear from the person it will affect their credit for two years! Their response to this was " well do you know how many applications we get, we can't possibly follow up on all of them. '' I refuse to accept this. 

It's unfortunate because they clearly didn't want my business if they didn't bother to email or call me and now I'm stuck with a hard hit on credit and no credit card to show for it, despite my credit worthiness. They last thing they told me was that they would be happy to process another application for me for a different product that would result in another hard hit to my credit. I was thinking, are you insane. I will never go through this process again with Chase. 

Unfortunately, I have my mortgage and other cards with Chase and was even considering moving all of my checking, savings and money markets to them because was generally happy with them before this experience, but I will absolutely no longer be doing with Chase after this ridiculous experience. 

The worst part was that they kept insinuating the issue was on me. That I didn't follow up with them because they needed more info ( likely to verify an address or something minor ) and that it was all outlined in their terms and conditions, which it is not. The big banks often hide behind their T & Cs when likely the representative has no idea what's in their. I argued that the verbiage described in indeed NOT in their T & Cs then  representative then referenced me to the Fair Lending Act stating that the 30 day expiration period must be outlined there. My rebuttal was what logical person would apply for a credit card, knowing it would affect their credit and then just be like " oh well, they need more info, but I'm not going to bother to respond knowing that all this would be the outcome ''!?!? 

Thank you for your time.

Company response to consumer: Closed with explanation