Consumer complaint received 2024-10-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Sent card you never applied for
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
This outlines the problems. 
Dear Chase Bank Customer Service, I am writing to formally express my deep dissatisfaction with the handling of my account and the troubling experience I have had with your staff at the XXXX XXXX, Ohio branch. My interactions with your bank have led to significant confusion, financial hardship, and damage to my credit score. 
I met with XXXX XXXX, a personal banker, to open a Chase cash card account. During our conversation, I clearly stated that I was interested in obtaining the cash card to purchase additional items for my business. XXXX confirmed that this was a suitable option. I specifically declined any interest in other credit card products. 

While processing my application, XXXX stepped out to take a phone call, and upon her return, she informed me that I was approved for the cash card in the amount of {$22000.00} at XXXX XXXX interest for either 12 or 15 months. I accepted this information and scheduled an appointment to set up the new account. 

However, I was shocked to receive a call from Chase stating that I had an overdue balance on a premier card. Upon inquiry, I learned that I had been issued a premier card instead of the cash card that I explicitly requested. When I returned to the XXXX XXXX branch to address this issue, XXXX expressed her embarrassment, stating that the system must have reset when she stepped out, resulting in the mix-up with the cards. Also the card look the same they are not easy to tell apart not like they look online so it is all most impossible to not get the deferent chase card mixed up something that i thought there where guide lines around that. 

Despite XXXX 's acknowledgment of the error, attempts to resolve the issue were met with resistance. I was informed that the branch manager would need to file a form to correct the mistake. Unfortunately, when the manager was brought into the conversation, she dismissed my concerns and insisted that it was my responsibility to review the account details before using the card, refusing to assist with the problem. 

This situation escalated further when I visited the XXXX branch for assistance. Although the banker there tried to help, the XXXX XXXX branch manager refused to update the request. I have spent over 26 hours on calls with Chase customer service, only to be met with frustration and unhelpful responses, including being disconnected multiple times. 

The implications of this error have been severe. My credit has been negatively impacted, leading to financial hardship due to incorrect charges and fees that have accumulated on an account I never intended to open. Even when I agreed to pay off the balance in full, and I was told the Account had been closed. I was informed that additional fees would be added, further complicating the situation even more after the account was closed. 

It is clear that this situation reflects a breakdown in communication and accountability within your organization. I am seeking a prompt resolution to this matter, specifically : 1. Immediate cancellation of the incorrect premier card and issuance of the cash card I originally applied for.

2. A thorough review of my account to remove any erroneous charges, fees, or negative impacts on my credit.

3. An explanation of the policies and procedures in place to prevent such errors from occurring in the future.

Company response to consumer: Closed with explanation