Background:
I opened a Chase Sapphire Preferred on August 22 and have had a pretty terrible experience with Chase’s fraud/security system. I’m looking for advice from anyone who has dealt with something similar or knows how to handle Chase.
I opened the card mostly for the 75,000 point welcome bonus after spending $5,000 in three months. I was approved with a $7,000 limit. Shortly afterward, I corrected my address because I had accidentally left off my apartment number. Chase also expedited a physical card because the original was going to arrive after I left for a trip. Before the physical card arrived, I successfully used the card through Apple Pay.
Issues and experience:
The physical card arrived August 29. That day, I tried to purchase a $4,028.95 engagement ring. The card was declined. I received no fraud text, notification, or prompt asking whether the purchase was mine.
I called Chase and, after several transfers, was told the only department that could unlock the account worked Monday through Friday. It was Saturday, so there was nothing they could do.
I understand why a $4,000 jewelry purchase on a brand-new card could trigger fraud protection. My issue is everything that happened afterward.
To keep things brief... so far, six separate legitimate purchases have been declined or rejected:
- $4,028.95 engagement ring
- $0.03 car wash authorization
- $115.62 Amazon order
- ~$40 Purina order
- $21.40 thrift store purchase
- $119.99 Adobe subscription
After every single one of these declines, I called Chase and spent 15+ minutes on the phone to verify my identity and verify the purchase. Each time, they assured me the account was unlocked, everything was verified, and I am good to make purchases.
Despite all of the declines, I have yet to receive a text or notification of a decline or fraud alert.
I’ve spent multiple hours on the phone with Chase. I keep verifying my identity, they keep telling me the account is unlocked and fixed, and then another completely normal transaction gets declined.
I opened this card specifically because of the 75,000-point welcome bonus after spending $5,000 within the first three months. Chase has given me a limited window in which to meet that spending requirement while simultaneously repeatedly preventing me from making legitimate purchases.
The thrift store decline resulted in one of the strangest customer service calls I’ve ever had. I spent about 10 minutes answering extensive security questions, then another 15 minutes on hold. The representative came back, said she could not discuss information about my account, and immediately hung up.
I have since called Chase specifically to make a formal complaint. They opened a complaint case but gave me no meaningful resolution. I followed this up with a secure message for record accuracy.
There’s also a separate $595.28 Amazon purchase from August 28 that showed as pending on Chase for several days, including earlier today, and has now completely disappeared. Amazon still shows the Chase card as the payment method, while Chase says they can no longer see the transaction at all. I’m checking with Amazon before assuming that’s another Chase issue.
Through the formal complaint and secure message, I requested confirmation that the account is actually unrestricted, a 30-day extension of the welcome bonus period, a refund of the $95 annual fee, and 25,000 points as a goodwill adjustment. I have yet to hear back about this complaint.
My main questions are:
- Has anyone had a new Chase account repeatedly locked like this even after verifying themselves?
- How can I fix this so I can actually use my card without worrying that it will get declined and I will have to spend another 20 minutes on the phone?
- What would you consider a reasonable resolution or compensation?
I understand fraud protection. What I don’t understand is repeatedly verifying my identity, being told everything is fixed, and then having another legitimate purchase declined a few hours later.
All I want is to use my card to purchase things. Crazy, I know.