Consumer complaint received 2025-10-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
Dear CFPB Representative, I am filing this complaint regarding Chase Bank, concerning a persistent issue where my address does not appear within the Chase mobile app or online account portal, despite multiple attempts and verifications with the bank. 
I fully understand that there may be no specific regulation requiring the display of my address in the app, and that this may not be a direct regulatory violation. However, under the spirit of consumer transparency and fair access, I believe I am entitled to view all basic account information made available through the Chase digital banking experience, including my address on file. The inability to do so reflects a systemic customer-service breakdown and denies me access to functionality that other users can reasonably expect. 
Background and Attempts to Resolve Branch Visit : I visited a Chase branch and spoke to a branch manager about the issue. The manager was unable to fix the problem or provide any clear escalation path. 
Technical Support Attempts : I updated my address three separate times through Chases online and phone technical support teams. Each time, I was told the issue was corrected, but my address still does not appear within the app. 
Research Team Non-Response : A Chase research team member left a voicemail regarding my case but did not provide a callback number or extension. I was therefore unable to reach them, and they never followed up. 
Current Status : My account appears to have the correct address on file, but it is not displayed anywhere in the mobile app or online interface. I am concerned about data synchronization or system errors within Chases consumer database. 
My Position While I understand that the issue may not constitute a regulatory violation, it violates the spirit of consumer fairness and transparency. As a consumer, I should have the right to view and confirm all information associated with my account, including address data that directly affects communications, statement delivery, and account verification. 
I have exhausted all internal channels and have received no meaningful assistance from Chase. Given that I have already spoken to a branch manager, multiple tech support agents, and the research department, I am left with no option but to request CFPBs assistance. 
Requested Outcome I respectfully request that the CFPB contact Chase Bank and require the following : Written confirmation that my correct address is on file and has been properly updated. 
Technical correction to ensure my address is visible within the Chase mobile app and online portal. 
Explanation from Chase as to why this issue persisted despite repeated escalation attempts. 
A timeline for final resolution. 
Bank Information Bank : JPMorgan Chase Bank, N.A. 
Product : Checking / Savings Account ( mobile banking access issue ) Approximate date of issue discovery : [ XX/XX/year> ] Most recent contact with Chase : [ XX/XX/year>XXXX XXXX

Company response to consumer: Closed with explanation