Consumer complaint received 2026-05-06 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: NC

Complaint narrative:
I applied online for the Chase Sapphire Preferred card on XX/XX/XXXX. After submitting the application, I was told Chase needed to verify my identity. I uploaded clear XXXX images of my passport, drivers license, and Social Security card through the Chase XXXX XXXX XX/XX/XXXX, I called the Chase verification/reconsideration line because I had not received an update. The representative told me that my documents were not accepted and could not be verified, but he could not explain what specifically was wrong with them. He also said my application had been automatically denied and that there were no next steps.I asked repeatedly for clarification, a second opinion, or a supervisor review. The representative refused all escalation and simply repeated that nothing could be done and I would need to wait 30 days to reapply.After I continued asking for help, he eventually said that if I went into a Chase branch and had my documents verified in person, the branch could call the verification department and they could review the documents that way.I went to a Chase branch about an hour later. I am not a Chase customer, but the banker was very helpful. She attempted to locate my application but could not find it in the system, so she submitted a new application for me. She physically inspected my passport, drivers license, and Social Security card, used a bluelight check, scanned them, and faxed them directly to the Chase verification department.She then called the same verification line while I was sitting with her. The same representative answered. Even after receiving the branchverified documents and hearing the banker confirm that she had personally verified them as authentic, he again stated that nothing could be done, that the system still showed my documents as not verifiable, and that the denial could not be reconsidered.The banker asked if he could escalate the case or involve a supervisor since she had the original documents in front of her and had already verified them. He refused and repeated that the denial was final.The banker apologized to me afterward and stated that this appeared to be a system error on Chases side. She said she had never seen a situation where the verification department refused to escalate or review documents that had been verified in person. She also said that reapplying again would likely result in additional hard inquiries with no guarantee of approval because the system seemed to be incorrectly flagging my identity.I was denied solely due to Chases inability to verify documents that were legitimate, clear, and verified both online and in person. I was not denied for credit reasons. My credit score is around XXXX, I have minimal inquiries, and the branch banker confirmed that my credit profile was strong enough for approval.I am requesting a manual review of my application by someone who can actually verify my identity documents, or clear guidance on what documentation Chase requires. I should not be permanently denied due to a system error, especially after providing valid governmentissued identification multiple times and after a Chase employee verified them in person.

Company response to consumer: Closed with explanation