Consumer complaint received 2024-12-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: JPMORGAN CHASE & CO.
State: MN

Complaint narrative:
I applied for a Chase Freedom Flex Credit Card online on XX/XX/year>. After waiting a few days, I called Chase to check on the status of my application and was told my application was flagged by their fraud review team and they will need additional info to verify my identity. 

They told me to go to a Chase branch with my documents and have a banker verify my identity. I live in XXXX XXXX  which does not have a Chase branch, so it is not easy for me to go in person to verify my identity. However, within a few days, I visited the Chase branch at : " XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year>. The banker checked my passport and state ID and called the credit card department. She verified my ID with them and told me I should be good to go. 

I then received an email from Chase asking me to upload additional documents that prove my identity. I uploaded my passport, social security card, Minnesota state ID, to their online portal, satisfying their request for the documents asked. 

A few days later, I called Chase again and was told they could not verify my identity. I informed them that my identity was verified in person at a Chase branch, and I had uploaded my identity documents to their portal as well. The agent on the phone told my I would have to visit a Chase branch again to get my identity verified. I informed them that I do not live close to a Chase branch and will have to travel to visit a Chase branch again. The agent unapologetically told me I have no other choice. 

On XX/XX/year>, I visited a Chase branch at " XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX'. I talked to a banker once again who was shocked at why the credit card department was making me verify my identity in person multiple times. I gave the banker my passport and state ID. He scanned these documents, called the credit card department, and sent my documents over to them. He assured me that this should fix my issue and I should have a card soon. 

A few days later, I got another email from Chase saying they need me to upload my documents to their online portal once again. This time, out of an abundance of caution, I Uploaded my passport, Minnesota State ID, Social Security Card, Electricity Bill, Water Bill, and even a XXXX XXXX card that showed my photo, name, and date of birth. 

I called Chase a few days later to check on my application. You can imagine my surprise when the agent on the phone said that they cant verify my ID and need me to go in person to get it verified. I told the agent that I had already done this two times before and he sounded confused and couldn't give me an answer on what to do next. A few days later I got a letter in the mail saying my credit card application was denied because they couldn't verify my ID and I would need to go to a branch to verify my ID.

I have gone above and beyond to comply with Chases requests, providing every document asked for and verifying my identity in person twice, despite the significant inconvenience and expense involved in traveling to Chase branches. At this point, I have provided more than enough information for Chase to verify my identity, and the continued requests for additional verification are unreasonable and unacceptable.

Company response to consumer: Closed with explanation