Chase SP application - suspected fraud merry-go-round

[Shmueli]

Applied for CSP for my wife 2 weeks ago. She's canadian and only recently started working on her US credit score. She has a little over a year of history from a CapOne card (her own) + a few chase banks accounts.

After applying, I called and they said 7-10 business days.
Few days later, I get a letter that says "We're concerened someone may be using your information fraudulently and declined an application bec of this. If the application is valid, please contact us."
I call them and they sent me a link to upload a utility statement + ID.
I uploaded them, and also went to my local chase branch to ask them to fax them directly.
A few days later, I get the exact same letter in the mail.
Call them back and they say that the application was "auto-declined by the system" and there is nothing they could do.
HUCA, and the agent said there was an issue with the uploaded document (couldn't tell me what the issue was - privacy concerns ofc), but she resent the email to upload the documents again.
I upload it all again, making sure that the bill and ID have all the needed info, and are clear full pics....
Today, I got the exact same letter in the mail. Again!

What should I do? I haven't tried calling back a 3rd time, but my feeling is I will get a brick denser than the previous 2.
Should I file a complaint with the consumer fin protection bureau? (legally, they need to tell me a number of reasons why my application was declined, which they clearly didn't do)

[shmooz]

We had similar recently with a few applications, even with robust history. They had us go to the bank to verify identity and in the end still didn't work. Something's changed with their process.

I don't think the protection bureau could help, they are telling you the reason, possible fraud application.

[Shmueli]

I don't think the protection bureau could help, they are telling you the reason, possible fraud application.

But I've confirmed 3x it's not fraud, no?

[flyingace]

Happened to my daughter-in-law, too.

[shmooz]

But I've confirmed 3x it's not fraud, no?

Try and see. By us they removed the inquiry for suspected fraud. The whole thing was strange.

[Shmueli]

Try and see. By us they removed the inquiry for suspected fraud. The whole thing was strange.

Rep #2 refused to remove the inquiry, but I haven't asked since then.

So no one has had any luck with getting approved with this?

To me it seems like a violation of ECOA or FCRA. If they suspect fraud and auto-deny a credit application (meaning they do NOT intend to use the info from the credit report in connection with a credit transaction) then they have no right to pull my credit report

"Subject to subsection (c), any consumer reporting agency may
furnish a consumer report under the following circumstances and no other:
intends to use the information in connection with a credit
transaction involving the consumer on whom the information
is to be furnished and involving the extension of credit to, or
review or collection of an account of, the consumer; or"

Also, if they did in fact pull my report (which would indicate that the findings of the report caused them to believe that the application was fraudelent - i.e. they took adverse action based in part on info from my credit report)

" If any person takes any adverse action
with respect to any consumer that is based in whole or in part on any
information contained in a consumer report, the person shall
(1) provide oral, written, or electronic notice of the adverse action to the
consumer;
(2) provide to the consumer written or electronic disclosure
(A) of a numerical credit score as defined in section 609(f)(2)
(A) used by such person in taking any adverse action based in
whole or in part on any information in a consumer report; and
(B) of the information set forth in subparagraphs (B) through (E) of
section 609(f)(1);"

[Shmueli]

Rep #2 refused to remove the inquiry, but I haven't asked since then.

So no one has had any luck with getting approved with this?

To me it seems like a violation of ECOA or FCRA. If they suspect fraud and auto-deny a credit application (meaning they do NOT intend to use the info from the credit report in connection with a credit transaction) then they have no right to pull my credit report

"Subject to subsection (c), any consumer reporting agency may
furnish a consumer report under the following circumstances and no other:
intends to use the information in connection with a credit
transaction involving the consumer on whom the information
is to be furnished and involving the extension of credit to, or
review or collection of an account of, the consumer; or"

Also, if they did in fact pull my report (which would indicate that the findings of the report caused them to believe that the application was fraudelent - i.e. they took adverse action based in part on info from my credit report)

" If any person takes any adverse action
with respect to any consumer that is based in whole or in part on any
information contained in a consumer report, the person shall
(1) provide oral, written, or electronic notice of the adverse action to the
consumer;
(2) provide to the consumer written or electronic disclosure
(A) of a numerical credit score as defined in section 609(f)(2)
(A) used by such person in taking any adverse action based in
whole or in part on any information in a consumer report; and
(B) of the information set forth in subparagraphs (B) through (E) of
section 609(f)(1);"

I'm gonna file a complaint. Hoping to get approved over them just taking off the inquiry!
I'll update here what happens

[MountainWest]

CSP app week ago, denied after a week. Called recon, went throught proccess, looking good. Now "just need to verify identity".

App verification, not working. Text to number applied with, not eligible (, T-Mobile number). They'll have to try "verified number on file". They send a text code to a parent's number (account is still linked, opened as teen). Didn't get that one,so they try call. Can't call my own number, call number on file. Can't tell me what it is. Sibling gets a call asking if it is other person on the phone and did so-and-so call them (brother also a sub account).

Called back and told them you have wrong numbers for me, they couldnt tell me anyhting or fix it, so I just verified with parernt's number. Craziness. Did get the app approved though, so that worked out.

DP from the whole story is that AU on parent card with no history of own card can get CSP. Told them that I am responsible for contributing to AU card payments, and now would move that responsibility to this card instead.

[yosefsv]

What should I do? I haven't tried calling back a 3rd time, but my feeling is I will get a brick denser than the previous 2.

I suggest calling again. I had the same issue and finally got approved today.

[Shmueli]

I suggest calling again. I had the same issue and finally got approved today.

What did you say to get them to approve you? Supervisor or regular rep?

[yosefsv]

What did you say to get them to approve you? Supervisor or regular rep?

I didn't say anything special.. First time I called today they said that they don't know what was wrong with the documents and that they can not review the documents manually etc.  I called back and was transferred to a different department, and I basically said again that it was me that applied and I have sent the required documents, they asked some questions and came back that its approved.

[Shmueli]

I think I figured out the issue.

I called again today, and I finally milked out of them that the issue is that the passport pic uploaded indicated female (this is for my wife, and I'm doing all the calling and talking to Chase) and I am apparently assumed to be a male (I know, I know, the gall!!).

I told her that identify as female but she wasn't taking it. She said I need to go down to a physical bank to verify my identity (which I did, but they claim they have no record of).

So the question is, what should I do?
A. Have my wife call herself and explain that her husband was speaking on her behalf the past few calls, and really she is who she claims she is?
B. Try to get them to remove the hard inquiry, and then reapply and her call them directly to verify?
C. Ignore the whole thing and hope they didn't red flag her account or SSN?

[Shmueli]

I think I figured out the issue.

I called again today, and I finally milked out of them that the issue is that the passport pic uploaded indicated female (this is for my wife, and I'm doing all the calling and talking to Chase) and I am apparently assumed to be a male (I know, I know, the gall!!).

I told her that identify as female but she wasn't taking it. She said I need to go down to a physical bank to verify my identity (which I did, but they claim they have no record of).

So the question is, what should I do?
A. Have my wife call herself and explain that her husband was speaking on her behalf the past few calls, and really she is who she claims she is?
B. Try to get them to remove the hard inquiry, and then reapply and her call them directly to verify?
C. Ignore the whole thing and hope they didn't red flag her account or SSN?

@yosefsv @MountainWest @shmooz @flyingace Were you also applying for your wife and then called them yourself (or vice-versa i.e. male applies, female voice calls)?

Like the old biblical saying goes...
"הקול קול יעקב, והטופס בקשה הטופס בקשה של עשו"

[shmooz]

No that's not it my me.

When they have fraud concern it would not be a good idea to call for someone else.

I would recommend you drop it before you make it worse.

[MountainWest]

@yosefsv @MountainWest @shmooz @flyingace Were you also applying for your wife and then called them yourself (or vice-versa i.e. male applies, female voice calls)?

Like the old biblical saying goes...
"הקול קול יעקב, והטופס בקשה הטופס בקשה של עשו"

It was a male calling for female.. but female has never called and don’t believe you enter gender on app??

[ckmk47]

I'd say have your wife go down to a branch and verify her identity. And say nothing about the voice issue.


And learn your lesson.  when you call for your wife, have her nearby so when the rep comes on, have her verify her permission for you to talk for her.

[baron]

I doubt this is at all gender related. It’s a new chase system and very inconvenient. A clueless rep can easily blame a senseless system on the gender issue to get out of explaining this new system.

[Shmueli]

I'd say have your wife go down to a branch and verify her identity. And say nothing about the voice issue.


And learn your lesson.  when you call for your wife, have her nearby so when the rep comes on, have her verify her permission for you to talk for her.

I would go down again, but I am back in Israel for the next while so no longer an option.

Should I try to have her call and explain the whole thing? Or just forget about and know for next time to have her call directly?

[ckmk47]

The problem, as Chase tells you whenever you call, is that your voice is being used to verify your identity.
If  your wife called Chase in the last few years they may have her voice as her identity.
So far I've managed to call for my husband who has a gender neutral name, but I wonder if he'd pass an identity verification.



What to do now?
She can try to call herself.  Ask about uploading her ID.  Maybe the rep can wait on the phone while you do it. If it still doesn't work, I'd stand down and let the app lapse.

[dsprod]

What’s the phone number to call?