Consumer complaint received 2025-01-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I have had a Chase XXXX XXXX since XXXX. I married in XXXX and changed my last name. Starting in XXXX I attempted to change my Chase XXXX XXXX  account to show my married name on all new cards. I requested a name change form and submitted it with the appropriate documents to show my name change ( my marriage certificate ). I lived in XXXX  at the time and had to do this same process XXXX, and neither time did it fix the name issue and have my cards issued with my married name. 
I gave up for a time, and tried again in XXXX and went through the same process of talking to customer service and then again submitting the same name change forms with the appropriate documents : XXXX! As of the end of XXXX, they still were unable to issue a card with my married name. This left me uncomfortable to upgrade my current card, and reluctant to apply for the Chase Sapphire Reserve card I wanted for travel purposes. 
Thus, on XX/XX/XXXX I decided to go to the local Chase Bank location in the city where I live in XXXX. The XXXX XXXX of the branch attempt to help me, and personally called Chase XXXX with me in the room. Headquarters confirmed they had received my XXXX prior name change requests and even had my marriage certificate on file. Their system even shows my correct name, but whenever they opened my currently issued cards it still had my maiden name. The XXXX XXXX of the local branch made sure they would issue me a new card with the correct name and even stated that if I apply for the Chase Sapphire Reserve card now, that it would have the correct name. 
When I came home in the evening after spending an hour at the Chase Bank, I decided to take advantage of my pre-approval for the XXXX XXXX XXXX  and submitted my application. I was immediately approved and in the first confirmation email after I logged into my account and enabled paperless confirmations I noticed a problem, the email and all the information was showing my Maiden name still. Alarmed I quickly called customer service and stated my prior history of problems with name changes with Chase. They connected me with someone named XXXX, whom was supposed to have the ability to fix the name on my new card. After a lengthy discussion where she basically repeated that there was nothing she could do and I would have to submit the name change form again with my marriage certificate, I grew frustrated. Although I remained civil, I complained about how ridiculous this process was. They even had the wrong Drivers License information for me, which I found out as they were trying to verify my identity but the driver 's license number they had on file was incorrect. They told me I have to call a different department to get that handled too.... 
Eventually, tired of dealing with Chase and with the support of my husband, I decided to just cancel the new XXXX XXXX since it was improperly issued under my old name. After closing the account, they told me I could reapply once the name change occurs ; however, I inquired as to how this would impact my XXXX XXXX. XXXX then told me, she couldn't disclose on how it would affect the score. After going back and forth for XXXX minutes XXXX said she had to put me on hold. After about XXXX seconds on hold she hung up on me. 
I waited about XXXX minutes thinking XXXX would call me back, but no one ever did. I called back again and asked for XXXX, but they connected me to someone else that would be able to help. Additionally, I had to explain to this new person the circumstances and repeat the whole story again because she thought I just wanted to change my address. Eventually, I ended the call as I realized I was getting nowhere and wasting my time on XXXX  horrible customer service and terrible business practices. 
My biggest concern was that this same-day approval and cancellation would hurt my carefully cultivated XXXX XXXX which is excellent. I reviewed my credit report and found that it has had a noticeable effect already and has made me unable to get approval for another XXXX XXXX  XXXX  designed for travel, despite my high XXXX XXXX and income. It is completely unfair and ridiculous that my financial profile is hurt by Chase due to their inability to properly issue cards with my married name for the past XXXX  years despite me having sent in all the required information XXXX times and even going in person to XXXX of their bank branches. On top of this, their customer service is completely unhelpful and rude since they claim they can never take any actions to fix my name, and even hung up me just because I was frustrated. The only fair solution would be the following : Change my name on the account ( both online and through mobile banking ) to my full name, remove the hard inquiry for the Chase Sapphire Reserve from all the bureaus, and have some one call me to correct the Driver 's License.

Company response to consumer: Closed with explanation