Consumer complaint received 2025-09-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: Winklevoss Exchange LLC
State: IL

Complaint narrative:
To whom it may concern, My name is XXXX XXXX. I am filing this complaint about XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  regarding their XXXX credit card application process. I attempted to complete an application for XXXX XXXX  credit card, and XXXX  application would not accept or allow me to submit my Social Security Number ( SSN ) preventing completion of the application and effectively denying me the opportunity to apply. 

Summary of issue and harm On XX/XX/year>, I began the online application at XXXX XXXX online application portal. 

At step XXXX, the form would not accept my SSN. Each time I entered my SSN, it either returned an error message or the field was locked or not present. 

I contacted XXXX  customer support on XX/XX/year>, XX/XX/year>, and XX/XX/year> via email. Support either ( a ) failed to resolve the issue, ( b ) provided inconsistent guidance, or ( c ) told me to wait for engineering without giving a timeline. ( See Attached transcripts/screenshots. ) Because XXXX  would not allow XXXX submission, I could not complete the application, obtain underwriting, or be evaluated for the card. This has caused me lost opportunity to apply for credit and potential financial loss or delay ( for example, missing a time-limited offer/promotion, potential credit-builder opportunity, etc. ). 

Why this is unfair or incorrect XXXX site is preventing me from completing the standard identity verification step needed for a credit application and is not providing an adequate fix or a timely workaround. I provided accurate information and requested a direct path to submit my SSN for lawful identity verification XXXX XXXX  failed to enable or accept that information. 

XXXX responses have been slow/inadequate and they have not provided a clear path to resolution, an escalation point, or reasonable timeline. 

What I have done to resolve the issue Documented the application attempts and error messages ( attached screenshots ). 
Contacted XXXX customer support on these dates : XX/XX/year> ; XX/XX/year> ; XX/XX/year>. I was given these responses : Please try resubmitting the application. 
Requested that XXXX fix the application ( enable SSN submission ) or provide an alternate way to submit SSN ( secure form, email intake, or manual underwriting ) but they did not provide an effective solution.

What I want the CFPB to do : Request that XXXX investigate and provide a written explanation for why my application could not accept my SSN and why they did not provide an immediate alternative for identity verification.

Request that XXXX  either : ( a ) immediately enable the SSN field for my application so I can complete the application; or ( b ) provide a secure, documented alternative process ( manual submission, secure upload, or phone intake with escalation ) to complete identity verification and underwriting. 

Require XXXX  to confirm in writing whether any denial, incomplete application, or adverse action was recorded in my name or credit profile as a result of this failed application attempt, and to correct any record if necessary. 

Provide guidance or remediation if XXXX conduct violated applicable consumer protection rules or led to adverse consequences for me ( e.g., inability to obtain credit, missed promotion, or incorrect adverse action record ). 

Attachments included with this complaint ( listed ; see checklist below ) Screenshots of the application and error messages. 
Copies/transcripts of chat/email with XXXX  support ( include timestamped transcripts ). 
Date/time log of application attempts and support tickets ( ticket IDs if available ). 
Any screenshots of account profile showing incomplete application or warning messages. 

Requested outcome Immediate technical fix or alternate secure process within 10 business days that allows me to submit my SSN and complete underwriting ; OR a written offer to re-open the application and complete underwriting without prejudice.

Written confirmation within 10 business days that no adverse action or denial has been recorded in my name or to my credit file as a result of the failed application. 
A written explanation from XXXX  of what caused the issue and what they will do to prevent similar harm to other consumers. 

If applicable, compensation for any documented loss directly attributable to XXXX failure. 

Closing I have attached supporting documentation. I appreciate your assistance in investigating this matter. Please contact me at XXXX or XXXX if you need additional information or to confirm receipt. Thank you. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation