I found The full complaint text that I filed as well as Chase's response and my feedback to their response.
Here it is. Excuse the length and lack of paragraph breaks (that got removed in their system).
YOUR COMPLAINT
Company Name: JPMorgan Chase Bank Product: Credit card (Chase Sapphire Preferred) Date of Application: Apr 6, 2025 Application Reference #
1. Summary of the Complaint I applied for the Chase Sapphire Preferred credit card and, despite verifying that the application was legitimate, Chase repeatedly declined my application for alleged “fraud concerns,” refused to reinstate or properly investigate the application, and would not remove the resulting hard inquiry from my credit report. I believe Chase’s conduct violates the Fair Credit Reporting Act (FCRA) and has caused me financial and emotional harm. 2. What Happened & When Application Submitted Date: Apr 6, 2025 Detail: I applied online for a Chase Sapphire Preferred card. I have multiple existing Chase bank accounts in good standing. Initial Response "We'll review your Chase Sapphire Preferred Card application and be in touch soon." I then called them directly and the Chase representative told me it would take 7–10 business days to receive a response. Actual Response: A letter arrived within a few days stating: “We’re concerned someone may be using your information fraudulently and declined your application. If the application is valid, please contact us.” The letter then went on to describe how I can protect myself from fraud and identity theft. First Verification Attempt Action: I called Chase and informed them that I did in fact apply for this card ant the application is valid. I was told to upload documents to verify my identity. They sent me a secure email link, and I uploaded a recent statement (from a different US bank) with my full name and address, plus a government-issued ID (passport). Branch Visit: I also visited my local branch to have them fax copies directly to ensure receipt. The banker confirmed to me that the documents were received by the Chase Credit Card Application Department. Second Decline Detail: Received an identical letter of decline despite providing clear documentation. Second Verification Attempt Action: I called again. Agent said the application was “auto-declined by the system” and could not be revived, but I could reapply. When I asked why my documents failed, she refused to specify, citing privacy, but did re-send the upload link for me to try again. I also requested to have the hard inquiry removed from my account since I was supposedly "auto-declined" which means that Chase did not in fact have the right to pull my credit report, and if they did pull the report would be required to tell me in detailed fashion the reason from my decline (see legal basis below). The agent said she could not do that. I then uploaded new, clear, complete copies of a utility bill (with my name and address on it), and a very clear and full picture of my US passport including both the top and bottom pages. Third Decline Detail: Received an identical letter of decline (due to "fraud") despite providing clear documentation multiple times. Hard Inquiry Remains A hard inquiry appears on my credit report. I asked Chase to remove it; a representative refused. I did not authorize the inquiry under circumstances that comply with FCRA. 3. Legal Basis for Complaint A. Unauthorized Consumer Report Pull Under FCRA Section 604(a) of the FCRA permits a consumer reporting agency to furnish a credit report only if the recipient “intends to use the information in connection with a credit transaction involving the consumer” (15 U.S.C. § 1681b(a)(3)(A)). Chase’s auto-decline for “fraud concerns” without a bona fide investigation or intent to extend credit means they lacked a permissible purpose to pull my report. B. Failure to Provide Adverse Action Notice & Rights Under FCRA § 615(a) (15 U.S.C. § 1681m(a)), when a creditor takes adverse action based in whole or in part on a consumer report, they must: Provide notice of the adverse action (in writing or electronically). Disclose the credit score used, if any, and provide the disclosures required under § 609(f)(1). Chase did not supply any credit score, disclosures of report sources, or explanation of what in my report triggered a fraud concern. In other words... If Chase did in fact pull my report (which would indicate that the findings of the report caused them to believe that the application was fraudulent - i.e. they took adverse action based in part on info from my credit report), they would be required to explain in detail the reasons for being declined. Chase cannot continue to just say "fraud fraud" with no explanation whatsoever, and especially after I provided documentation to prove the application legitimate multiple times. 4. Harm Suffered Credit Impact: A hard inquiry on my credit file, which lowers my credit score. Denial of Credit: I remain unable to obtain a card I likely should have been approved for. Loss of Sign-Up Bonus: This card had a sign-up bonus offer off 100k Chase points after hitting a minimum spend requirement. By declining my card in violation of FCRA, I have lost out on the opportunity to earn those valuable points. Time & Effort: Multiple calls, uploads, and a branch visit yielded no resolution. Emotional Distress: Frustration and anxiety over identity theft allegations that are unsubstantiated.
Attachments
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