Consumer complaint received 2025-05-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
XX/XX/year> - I applied online for the Chase Sapphire Preferred Card and was APPROVED automatically. I added it to my XXXX XXXX that day and started using it the whole week. 

XX/XX/XXXX- I tried using my card at XXXX, but was declined. Called, and was able to get it fixed. 

XX/XX/XXXX - Chase blocks my entire account with them, and makes me call them to unblock it. Informs me that they have pulled my credit card, and will be putting it under review as they suspect fraud has happened. I inform them that I INDEED did apply for the card myself but they insisted on having documents sent over to verify identity. 

XX/XX/XXXX - I send over documents that were asked for : state id, statement. 

XX/XX/XXXX - Chase informs me that I need to send over SSN. 

XX/XX/XXXX - I send over a new email with all supporting documents : State Id, statement, and SSN. 

XXXX XXXX XX/XX/XXXX - called them to try to expedite process and ask for updates and to figure out where process is. Representatives informed me that there's an investigation team looking at it and that it takes a minimum of 10 business days... 

XX/XX/XXXX - Chase closes card. They claim some number do not match with public records or something....?? Which seems like a bunch of lie because I've been a chase client for over 10 years now. 

Chase refuses to re-open my card and say that because its already closed, no one can do anything. I'm left with no options here and can't even argue the case. Even though I visited a branch, and had them confirm all my information, they also came to the same conclusion and me that there is nothing they can do on their end.

This has been complete waste of time, and I only made certain purchases because I was trying to hit the sign up bonus of XXXX Points on {$5000.00} spend. Otherwise I wouldn't have made the purchases in the first place. 

This whole process has been intrinsically stupid for a lack of a better word. How can a client, apply for a credit card .. get APPROVED already, start using it, and then get everything pulled from them. Absolutely does not make sense. Was it a system fraud detection or a manual fraud detection? Do they not have physical human beings that verify system warnings and most importantly, how can their " investigation team '' be so incompetent for such a big corporation. No calls, no info given before just straight closing my account with nothing the customer can do. 

Customer service and branch employees inform me that the only thing I can do is apply for the credit card again, but you won't be able to get the XXXX bonus. So, good job Chase for stalling so long. Worse part is, they expect me to pay for the balance on the credit card.......??? Like if you are going to say that its fraud and CLOSE my card, how can you say that 'OH BTW, you still have to pay for the balance on the card. ' So.... am I a fraud or not? And if I'm not, why did you close my card and STILL expect me to pay the balance?????

Absolutely disappointed and by far my worst experience with Chase ever. Will most likely never open another chase card again, and just move over to XXXX instead.

Company response to consumer: Closed with explanation