Consumer complaint received 2024-07-24 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: VA

Complaint narrative:
I recently moved and needed to update my address for each of my personal accounts. I have updated my information through the XXXX, state for voting registration, bills, banks, etc. Each of these I had the ability to do online without issue. However, Chase Bank has an inferior app where the system will not allow you to up addresses if the system does not recognize the address. Frustrated, I called customer service to have it done over the phone. I completed the authentication process and made my selection to speak with a customer service representative. However, the call disconnected, forcing me to endure the service call and authentication process again. I did so and the call dropped a second time. I called a third time and finally spoke to a customer service representative who attempted to update my address only to tell my that the system liked me out for XXXX hours because I did not authenticate prior to speaking with the representative. Venting my frustration to the representative as I explained the previous XXXX calls and failed attempts to reach someone, in addition to the system not recognizing my address, she told me that I needed to go into a bank. After an hour of trying to work this issue XXXX XXXX  - XXXX XXXX on XX/XX/year>, another representative informed me that Chase removed the ability to update phone numbers and addresses online and forces customers to either call or visit a branch. The reasons being that they want to mitigate fraud online. My counter to this is that someone who has my information to access my account online/mobile app will have the same information necessary to authenticate over the phone. Customers are only required to issue the account number ( found on the app or card ), the current address ( found on the app ), and first/last name ( again, found on my account ). The reasons of security as the motivation to make this decision without the input of the account holder makes XXXX sense and inconveniences the customer. I live in the Washington DC XXXX XXXX and do not leave work until XXXX, if not later. Chase Bank closes at XXXX, eliminating XXXX XXXX XXXX to manage my account. As experienced today, getting to a customer service representative after authentication prove just as difficult ( if not impossible ). Therefore, Chase Bank is forcing me to either not update my information and have my secure account information via billing statements, to go to my old address where someone else now resides. Now, I ask, is this a security issue warranting the action of Chase Bank to rethink their policies? After all, if customer account security is at the forefront of their decision making process, I would submit that having my account information going to someone who is not me makes a very big deal that needs remedying. I have asked and demanded that account management be restored to the customers ( at least myself ) to no avail, thus forcing me to file an official complaint against JPMorgan Chase Bank.

Company response to consumer: Closed with explanation