Consumer complaint received 2025-07-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I met with a banker at chase. I used a referral code and applied online. I was told I could use the card right away through my XXXX XXXX ( This was a lie ) I got it all set and the card was added to my XXXX XXXX. The card in question was the Chase Sapphire XXXX card that advertised a promotion of spend {$5000.00} USD in 3 months and receive XXXX chase points ( worth XXXX $ ). I went to use the card that was on my digital wallet to pay for repairs on my card. The card was declined and a fraud alert was placed on my account. I was not contacted asking if it was me who made the purchase. I then proceeded to spend XXXX hours on the phone talking to multiple people at chase customer service all ending with there is nothing I or anyone here can do for you, just wait till the physical card comes and everything will work Of course I initially called the number on the back of the card. So I put half the car repair on a different chase card, And I return in a week with card in hand, after calling the number on the car to activate it. By this time I have the physical card in hand, and the digital card appears in my chase mobile app. They have already hit the card with the annual card fee of XXXX XXXX So you would assume the card is activated. Well after making arrangements with a friend, taking the day off from work XXXX XXXX an hour and XXXX minutes to pick up my repaired car with a truck and trailer to pick the removed parts as well. The location is a half an hour before close they have my car parked outside key in the car, A/C on, trailer all loaded up as well and I attempted to used the chase sapphire card only for it to be denied several times. The business was very patient as I waited on the phone with chase I talk to multiple people answered the same questions multiple times only to be hung up on. Then I called back answer all the questions again and then they tell me that the only person that can help me has gone home. That was another hour and a half of my life on the phone with Chase. Luckily I was able to use my friends credit card and pay for the repair.And then a couple days later I go into Chase Bank branch in XXXX XXXX Nevada and I meet with the banker. The banker is able to remove the fraud alert from my card. And she assured me that my card would work when I went to use it at the mechanics. So with this knowledge XXXX XXXX from XXXX XXXX Nevada to XXXX XXXX California to use the card at the mechanics. The card is denied again. Denied again. I get back on the phone with Chase I spent another hour and a half on the phone I actually reached somebody who said they could help me. So I got out of my car to go run the transaction at the business. The Chase employee on the phone from the fraud department said he could only wait XXXX minutes for me to do the transaction to make sure that it went through. He provided no number in which to call back. I wouldve had to redo the entire rigmarole again if the cargo to be denied again. As the store was busy at the time I was unable to complete the purchase within that XXXX minutes. And he hung up on me. I then got to sit on the phone again answering all the security questions again only to arrive at somebody who said they could not help me and that anyone who could help me went home for the day. Luckily the man at the business was smart enough to try and run the card for XXXX $ instead of the {$4800.00}. So we were able to run the card 3 times for a {$1000.00} totaling {$3000.00} before the card was declined again, another fraud freeze was placed on the card. This time I was emailed by the business to pay online the final {$1800.00}. So I made an appointment with chase for the following day at the XXXX XXXX branch location. ( This would be the XXXX visit ) I show up XXXX minutes early pull out some money from the teller and am greeted by a banker that attempts to help me after running through the whole story again. After about an hour the banker sees that my account is connected to my parents accounts and that they hold over {$500000.00} in the bank. And their attitudes changed immediately from annoyed and inconvienced to sympathetic and accommodating. Funny how that works. I spend over XXXX hours at this chase location talking to XXXX different people on the phone. And they are finally able to clear the fraud freeze and I am able to finish the purchase online. And of course just like its always in the last place you look its always the last person who helps you. And then I ask the branch manager if they she was going to make things right and she respectfully declined and I respectfully told her I would be taking out the rest of my cash from their bank tomorrow and closing my accounts with chase. And then she got really aggressive talking loudly well if thats how you are going to be dont come to this branch And I said have a wonderful day

Company response to consumer: Closed with explanation