Consumer complaint received 2025-06-11 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: OH

Complaint narrative:
I applied for an XXXX XXXX XXXX Credit Card in XXXX and received a letter on XX/XX/year> saying that Chase Card Services was concerned someone was using my personal information fraudulently and therefore declined the application. It said on the letter to contact them if the application was valid. I called their customer service at least XXXX times over this application, the first time I provided information to prove my identity and was asked a series of questions to 'prove ' who I was. After not hearing back about the status of my application for XXXX weeks I called again. This time I was told that they needed to verify my current address and date of birth, so I was sent an email with a link to upload documents on XX/XX/year>. I uploaded a copy of my valid XXXX XXXX proving my date of birth and an electric bill in my name proving my current address. A second letter was sent dated XX/XX/year> saying the same thing as the XXXX, Chase Card Services suspected someone was using my personal information fraudulently and they declined my application because of it and to contact them if the application was valid. This letter was sent to my permanent mailing address, which is different than my current mailing address as I am a student living out of state temporarily. I again called Chase Card Services on XX/XX/year> and confirmed that I was the one who put in the application. The woman I talked to was not very friendly or helpful and told me she was going to resend the email for me to upload documents to verify my current address and date of birth. I informed her that I did this already and asked what was wrong with the documents I uploaded previously so I could provide something else that would be acceptable. She told me she couldn't tell me what was wrong with the precious documents but that I needed to provide documentation that confirmed my date of birth and current address. I never received this email link so I called back for a XXXX time on XX/XX/XXXX, and the man I talked to was much more helpful, he let me know that they could not send the link more than once, and asked if I could fax my documents. I told him I did not have access to a fax machine and he mentioned going to a Chase bank location, but then said that he could push my application for an additional review and that I could call back in XXXX hours to check the status. A XXXX letter was sent to my permanent mailing address dated XX/XX/year> again, stating the exact same thing, they deemed it fraudulent, contact Chase Card Services if it was valid. I called again on XX/XX/XXXX to check the status and talked to a very nice woman explaining how many times I have tried to verify my identity and asked if I could just go in person to a Chase Bank location with documents to prove my identity and current mailing address. She told me that I could do that to avoid this ongoing back and forth. I went to a Chase Bank Location and was assisted by the branch manager who confirmed I was the person on my XXXX forms of government issued photo ID, scanned my valid XXXX XXXX, valid driver 's license, and utility bill for my current mailing address and sent them to someone along with the reference number from the letter dated XX/XX/year>. I called again today XX/XX/XXXX for an update and was told that the 'system ' automatically declined my application ( again I was told that they couldn't tell me why over the phone ) and that there was nothing they could do, and suggested I reapply again after XXXX days so any errors in my application would disappear by then.

Company response to consumer: Closed with explanation