Consumer complaint received 2025-04-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I applied for a Chase credit card on XXXX XXXX. I received a letter on XXXX XXXX stating that it had been declined due to a suspicion that my identity had been stolen. It also stated that if the application was valid, I should contact Chase. I did this. The first person I spoke to refused to discuss my application, said they couldn't tell me what gave them suspicions about my data and refused to answer why Chase had requested that I call. The agent ended this call. I called back and again tried to escalate for XXXX minutes. This staff member tried to ask me for sensitive personal data. When I stated that I didn't intend to discuss that with contact centre representatives and continued to push for an escalation, he became belligerent and pretending to be trying to get a supervisor while also repeatedly coming back to try and " help '' me. This is a common tactic they use as they are not remotely intending to escalate this to a supervisor but are keen to waste your time. This call was ended. When I called back again, the automated message I received had changed. On the previous XXXX calls, it had acknowledged that my application was declined ; however, on this third call, the message stated that my application was under review. This led me to conclude that the previous agent had resubmitted my complaint without my consent. This is fraud. This third agent behaved exactly the same as the previous XXXX, trying to " assist '' while claiming to get a supervisor that they were not actually trying to get. Due to the dishonesty and impropriety of Chase 's contact centre agents, I had my time wasted and a fraudulent application submitted. I tried to contact other numbers for Chase, but every person I spoke to was incredibly flippant and capricious about this behaviour. I eventually located the XXXX Complaints team and raised a complaint on Friday. This team refused to provide any timeline for the completion of investigations into complaints. 

Today, I received notification that the card had been approved and opened. I was then contacted by Chase asking me if I wanted the card closed. I stated that I had not decided as the numerous checks and actions from Chase would damage my ability to open credit elsewhere in the near future. The person I spoke to, who claimed to be from the XXXX Complaints team, downplayed this concern, stating it was " neither here nor there for Chase. '' They also stated that they had not conducted a review and could not determine if an " error '' had occurred. This demonstrates that Chase are already not appropriately investigating my complaint, as it is clear that a contact centre agent could have acted with intent, out of malice, to resubmit my application when I did not authorise it. Chase is already starting to try to downplay this even before, as this person stipulated, any review had been conducted. In addition to this, they also refused to provide any XXXX, demonstrating their intent to frustrate the process. Following the continuation of Chase 's attitude, I am also considering raising a police report.

Company response to consumer: Closed with explanation