Consumer complaint received 2025-06-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I attempted to open a Chase bank account online and was denied for the reason of 'We can't open an account based on the information provided '. I have gone through a legal name change and figured that might be the cause. I called and spoke with many Chase Bank representatives where the explanations varied from " I don't know ', 'we don't have that information ', 'go to a branch to verify your identity since you've changed names ', and 'there 's a block on your application for too many attempts online '. I was sent to the fraud department where I spoke with a representative who informed me when applying in the branch, to make sure the banker calls their department to verify my identity as it was likely flagged for verification, and they could remove the block and remedy any mismatched/outdated information. The first branch I visited the banker would not look into my application after it was denied and sent me on my way with a " Sorry I can't help you ; it's probably the name change ''. I was not sent to a manager or anyone else to help rectify the situation. I went to another branch hoping for more information and brought in my old and new social security cards, my court documents granting my legal name change, my current and previous drivers ' licenses all showing my identity confirmation as well as other items with my new name. Despite this large amount of documentation, I was denied again without any explanation. The banker apparently spoke to the branch manager who confirmed they would not be able to make me an account with the information provided. I asked again of what the banker was seeing on their end and was not given an explanation. When reviewing my denial, the banker said something about a code but did not provide me with the code or what it meant. I explained that I would like a direct reason so I can know for my records/ be able to remedy the situation if it is something other than my name. I have reviewed my XXXX report which does not show any negative history, and I am sure this situation could be easily remedied given someone from this company does something more than give me a " sorry '' with a nudge out the door. 

This whole endeavor directly conflicts with the Fair Credit Reporting Act, which requires institutions to provide adverse action stating the specific reason for a denial, and the name of any/all consumer reporting agencies used in this decision to allow me to verify or challenge the information being used is accurate. 

I have never filed for bankruptcy, committed fraud, or have any unresolved banking issues. I work a verifiable legal job, pay my taxes, and have not had any negative relationship with this bank in the past. I have been involved in numerous national data breaches, like millions of Americans, where my personal information has been compromised and I am concerned that Chase Bank may be wrongly interpreting identity flags or mismatched information as suspicious activity. Despite my full transparency and verified documentation, cultivating a personal banking relationship with this institution has left me frustrated and exposed to repeated instances where sensitive information is given without anything in return. 

Being a XXXX individual with multiple names listed due to my legal transition does not constitute or equivalate to committing fraudulent activity. The experience of having to show strangers my most intimate details coupled with the secrecy of the institution on what I could do to remedy the situation has left me feeling vulnerable and unfairly scrutinized, which is not necessary to opening a simple checking account.

Company response to consumer: Closed with explanation