Consumer complaint received 2025-02-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Overview : I submitted a credit card application to Chase that received no accept/decline within 30 days, but did incur a hard credit check. The initial application was flagged for potential fraud, which I called Chase Credit Services to clear up. They affirmed that my application could now be reviewed as it was confirmed to be an intentional application. They asked for more information during this same call, which I provided ( submitted via email link sent during call ). They ensured that my application would be reviewed quickly. I received a second notice of potential fraud and called Chase Credit Services again, they confirmed that I did not need to take additional action as the application was marked as intentional and all application information was provided. They also ensured that I would hear back within XXXX weeks. I did not receive any information from Chase and called a third time after the 30 day window, this time they informed me that my application was closed so they could not access any additional information ( ex confirmation of approval/denial, any communications sent to me, etc ). Their only suggestion was to apply again, even though this would incur another credit check.

I believe this experience conflicts with : 12 CFR Part 1002 ( Regulation B ) : 1002.9 Notifications. 

Chase application : Card type : Chase Freedom Unlimited Application number : XXXX Application number was not immediately obvious. Only upon further inspection did I find it listed as Reference Number on 2 fraud alerts and on the email asking for more information where it was also listed in small font as Reference Number. 
No customer assistance individuals provided me with this number. 

Initial application : Date : XX/XX/2025 Email confirmation : Attachment 1 A hard credit check was performed on XX/XX/2025 Fraud alert # 1 : Date : XX/XX/2025 Received via email ( Attachment 2 ) notice of secure message ( Attachment 3 ) in my Chase account Called Chase card/fraud services . They confirmed on the application that I had indeed applied and that the application was not fraudulent. They asked for additional application information via email. I uploaded the additional information immediately. I was assured that my application would be assessed in the next few days. 
Date of call : XX/XX/2025 Email for more info : Attachment XXXX Fraud alert # XXXX : Date : XX/XX/2025 Received via email ( Attachment XXXX ) notice of secure message ( Attachment 5 ) in my Chase account Called Chase card/fraud services . They confirmed that my application was no longer filed under fraud and no more information was needed. I was assured that my application would be assessed soon. 
Date of call : XX/XX/2025 No application response : Waited an adequate amount of time for application review and called Chase Card Services to inquire about the application. 
Date of call : XX/XX/2025 Representatives ( XXXX [ no last name ] and her supervisor ) couldnt find my application using my name or social security number. This is when I noticed a non-obvious reference number on some of the emails I had received. When provided with the reference number, they were unable to access any information about the application because the application was marked as closed. They could not provide any information about any communication that went out about the application and only suggested I apply again. They were not responsive to my concern about incurring another hard credit check.

Company response to consumer: Closed with explanation