P2 applied for their first Chase card (CSP) on 24/09.
Profile is about 1 year old, currently has 3 Amex cards, with the latest opened around 6 months ago. P2 is also an authorised user on a friend’s Chase card with around 13 years of history, using the same U.S. address, and the AU account is showing on P2’s Equifax report. Application was made using an ITIN, Never have Chase checking account
During the application, it was stopped at the ID verification page. The QR code timed out before we could complete the scan, and P2 also does not have a U.S. driver’s licence/state ID for that verification flow.
We called Chase and asked whether they could send a secure link to upload the required ID/documents instead. We were transferred to what I believe was the verification team. The rep said they would send an upload link to P2’s email within 1–2 days and gave us a case/reference number.
Called again the next day, 25/09. The first rep was able to verify the basic information such as name, address and ITIN. After being transferred to the verification team, they tried to send an SMS verification code to P2’s Tello number, but said their system would not allow them to generate/send the code at all. We tried another Tello number as well and had the same issue.
They then switched to knowledge-based verification questions, but the questions had nothing to do with P2, such as car colour, U.S. school/university history and other information that P2 has never had. P2 answered truthfully and said none of the options were correct where applicable.
After that, they said they were unable to verify P2 and ended the call.
We called back another 3 times and basically got the same result. The last rep was helpful enough and said P2 should go to a Chase branch for identity verification. We explained that we are not currently near a Chase branch. I also asked to speak to a supervisor, but they said that because they could not verify P2, their system would not allow them to access the application, so there was no point in transferring the call.
We still have the case/reference number from the first call and were originally told that a secure upload link would be sent within 1–2 days. (Been 2 days since no link sent to the email)
Some people have suggested HUCA, but I’m not sure what specifically to ask for on the next call. Would it be better to ask specifically for the secure document-upload link/manual identity verification, or is branch verification usually the only way out once the SMS and KBA checks fail?
