Consumer complaint received 2025-11-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I am a long-time Chase customer ( banking relationship since approximately XXXX and Chase Sapphire Preferred cardmember since XXXX ) with a six-figure deposit relationship and multiple Chase credit cards. 

On XX/XX/XXXX, at approximately XXXX PM Central Time, I called the number on the back of my Chase Sapphire Preferred card ( XXXX ) and spoke with a Chase Card Services representative for approximately five minutes. I requested a credit limit increase. After reading the required disclosure, which I accepted, the representative stated verbatim : Congratulations, you have been approved for a new credit line of {$17000.00} effective immediately. No reference number was provided because I was told the increase was effective immediately and would reflect instantly or within minutes. 

Several days later, when the limit had not updated from its long-standing {$7000.00}, I began calling to inquire. I was transferred repeatedly between departments and eventually escalated the matter. On XX/XX/XXXX, I spoke with multiple representatives ( including XXXX, XXXX in Card Lending, and XXXX in Escalations ). XXXX assured me that if the approval call occurred, Chase would honor it, and he opened an escalation for review. 

On or about XX/XX/XXXX, a Chase supervisor informed me that their internal review had concluded no such call ever took place on XX/XX/XXXX and that the case was closed. When I advised the supervisor that I possess phone records proving the exact date, time, and duration of the call to Chase Card Services, he dismissed the offer and maintained the false position that no call occurred. 

On XX/XX/XXXX, I opened a third case ( reference XXXX ) with XXXX in escalations, who acknowledged the seriousness of the situation. 

On XX/XX/XXXX, I received the attached letter dated XX/XX/XXXX ( ref XXXX ), which again falsely states that my XX/XX/XXXX request for a credit line increase was declined on that date and that there was no call request resulting in an approval. This statement is demonstrably false. 

Chase has now repeatedly and in writing asserted that a phone call that indisputably occurred on XX/XX/XXXX never took place. I am prepared to submit my phone records to the CFPB showing an outbound call to XXXX at approximately XXXX PM Central Time on XX/XX/XXXX lasting several minutes, exactly matching the timing and circumstances I described to Chase representatives. 

By verbally approving a {$17000.00} credit limit that was to be effective immediately and then falsely claiming the call never occurred, Chase has engaged in deceptive practices and has caused me significant inconvenience, wasted hours of my time across more than XXXX phone calls ( most with supervisors ), and damaged my trust in an otherwise decade-plus relationship. 

What I want Chase to do : XXXX. Immediately honor the verbal approval given on XX/XX/XXXX, and increase my Chase Sapphire XXXX credit limit to {$17000.00} as promised. 
XXXX. Provide reasonable compensation ( in the form of XXXX XXXX points or a statement credit ) for the significant time and frustration caused by this experience and by Chases false written and verbal statements that the approval call never occurred. 

I have attached the XX/XX/XXXX denial letter ( XXXX ) that contains the false statement. I am happy to provide phone records upon request. 

Thank you for your assistance in resolving this matter promptly.

Company response to consumer: Closed with explanation