Credit card or prepaid card -- Other features, terms, or problems -- Complaint #7349081
Complaint Overview
Complaint ID: 7349081
Company: Jpmorgan Chase & Co.
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Other problem
State: California
ZIP Code: 94110
Date Received: 2023-08-03T12:00:00-05:00
Date Sent to Company: 2023-08-03T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I legally changed my name and received the certified court order granting my name change XX/XX/XXXX. Shortly thereafter I contacted Chase to update my legal name for my credit card accounts. I was told repeatedly via message and phone support that I would not be able to send them documentation online, and that I would have to wait for a letter in the mail, which I would have to sign, scan, and send back to them. They refused to send me this form digitally. After I finally received this letter and changed my name with Chase, I was reissued a replacement card for only 1 of my 3 Chase accounts, and had to ask to have the other 2 replacement cards issued. The replacement cards did not have the display name on them that I wanted, so I had to request replacement cards with the correct name yet again. One of the benefits of my Chase Sapphire Reserve credit card account is a Priority Pass membership. I was not issued a new card for this with the correct name, and had to request it on XX/XX/XXXX. I received this replacement card on XXXX, and it had an incorrect name on it that did not match my ID. I requested a new card later that day, on XXXX, with the correct name via message-based support. I received another replacement card by mail on XX/XX/XXXX, which had the same incorrect name on it. I called phone support that day, XX/XX/XXXX, and was told they would expedite a replacement card with the correct name on it. I received that card by XXXXXXXX XXXX the morning of XX/XX/XXXX, and it had the incorrect name on it yet again. I called phone support for this and was treated rudely, and was assured they would fix the issue. I also sent an email to XXXX XXXX and XXXX XXXX at Chase to try and reach an executive regarding the issue. I heard back from someone in the Executive Support office named XXXX. She reassured me on XX/XX/XXXX that I would receive a new card and she would personally make sure the name on it was correct. I received that replacement card yesterday, XXXX, and not only did it still have the incorrect name on it, but it was even more incorrect than before.
Frequently Asked Questions
What is Complaint #7349081 about?
Complaint #7349081 was filed against Jpmorgan Chase & Co. regarding Credit card or prepaid card specifically about Other features, terms, or problems. It was received by the CFPB on 2023-08-03T12:00:00-05:00.
How did Jpmorgan Chase & Co. respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Jpmorgan Chase & Co.?
Yes, visit the Jpmorgan Chase & Co. company profile at readthecomplaint.com/company/jpmorgan-chase-co to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.