Date Received: 2023-12-13
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/XXXX I made a payment on my Chase Freedom card in the amount of {$5300.00}. On the XXXX and XXXX transactions were made on the card, then an additional payment was made on the card bringing the balance back to a XXXX balance. After the XXXX of XXXX, I began to receive declined notifications from various accounts I have on auto-pay, this would take place for over week, with no notification from Chase advising of any form of issue or concern with my account, no text, push messages, emails, or phone calls. Only after I called on the XXXX of XXXX was I advised that it " may '' be because I made a large payment from a different account, causing my card to be frozen. When questioned about the reason for no notification about the account status, I was given no reason. On this call I was informed that my restriction would be lifted and I would be able to use my card again, yet the next day my card was decline again when attempting to make a transaction, although my balance showed a credit, due to my last payment and points redeemed. On the XXXX of XXXX I would spend almost another hour on the line with Chase, being transferred unexpectedly, and still not receiving answers as to why my card wasn't working or why it was frozen to begin with. While this freeze was taking place, my Chase Saphire card worked with no issue. The last party I spoke with stated that the payment amount made was higher than my normal payments, so it appeared it was why their fraud team froze my card. I advised the agent that if my amount was reviewed they would see that I make numerous payments a month in various amounts, from XXXX to XXXX dollars, and at least once a year if I have a large balance it will be paid in one full, as I did previously in early 2023. Chase not only failed to communicate with me about my account, they also caused me multiple inconveniences and issues with various accounts due to accounts becoming past due and the correlating cost. If had not contacted Chase it is unclear when I would have been notified, if ever. This is totally unacceptable behavior on behalf of Chase, if a customer failed to pay due to an issue beknowst to Chase, it would not be met with concessions, they would hold the customer accountable for paying what they owe. In lieu of this poor handling of my account and the even poorer customer service I received over the course two days, I expect some form of gesture to make this right on behalf of Chase.
Company Response:
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was scammed by people impersonating ICE and police and I ended up sending XXXX cashier 's check of {$140000.00} to the scammer. I filed a claim with my bank, XXXX XXXX XXXX before the cashier 's checks were deposited on XX/XX/2023. Later that day, the checks were deposited. XXXX checks total of {$100000.00} was deposited to Chase. Of those XXXX checks, {$53000.00} was deposited to XXXX XXXX XXXX XXXX, {$49000.00} was deposited to XXXX XXXX XXXX XXXX. On XX/XX/2023 morning, I went to the Chase branch at XXXX XXXX XXXX XXXX, XXXX, WA XXXX to inform them about the scam. They informed me the funds were frozen. On XX/XX/2023 XXXX, I received Chase check hold department XXXX 's call about the {$53000.00} made to XXXX XXXX XXXX XXXX XXXX I let them know it was a fraud and they told me they would hold the funds and not release it. On XX/XX/2023 XXXX PM XXXX, I received Chase check hold department XXXX 's call about the {$49000.00} made to XXXX XXXX XXXX XXXX, I told them it was a scam and they told me they would hold the funds and not release it. Up till then, both {$53000.00} and {$49000.00} transactions were frozen and was not released to the scammer. I followed up with Chase 's complaint escalation and was told the funds are hold and XXXX XXXX XXXX would have to request to return the funds. But only {$51000.00} was returned to me, the {$49000.00} wasn't returned. Since Chase are still holding the {$49000.00} from the XXXX XXXX XXXX XXXX account, I'm asking Chase to return the funds back to XXXX XXXX XXXX.
Company Response:
State: TX
Zip: 78759
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I deposited a check for {$68000.00} that was given to my tenant from the California Rent Relief program for 17 months of rent owed to me from XX/XX/XXXX through XX/XX/XXXX. My tenant endorsed the check in my name and I went and deposited it into my Chase Bank checking account where it was received without any hassle. The next day I found the funds on hold and my account frozen. I went to the bank on XX/XX/XXXX when I received the letter notifying me that my account was frozen and that they could close my account. That day I was told that they had to call to verify the check at a number on the check. They did not answer that number that day and told me to come back the next day while they verified the check at the phone number. The next day XX/XX/XXXX they were able to verify the check and the amount at the number on the check but now they needed to confirm the person who had endorsed the check. It should be noted that I brought absolutely all the documents confirming the check. I brought the lease, statement from the mortgage that the house belongs to me, property taxes with my name on it, property insurance, approval letter from California Rent Relief stating the rent payment to my property and stating that the tenant has to pay the landlord within 15 days. The house is in my and my husband 's name. Letter that includes the property address as the address assigned for the delinquent rent payment, property address XXXX XXXX XXXX XXXX California XXXX. They asked me for absolutely all the information of the person who gave me the check and told me they would contact her to come back on Monday. On Monday, XX/XX/XXXX, I go to the bank again in person and they tell me that they could not call the person because the phone is not in this person 's name and to please tell them to get a phone number in her name so they can get in touch with her. I do what Chase Bank tells me to do since this person 's phone was on a family plan and on Tuesday XX/XX/XXXX I go back to Chase Bank in person and give them the phone number that the lady took out in XXXX just to receive the call. After a long time they tell me that this number could not be verified in the name of this person, they tell me that in their database only appears the name of the previous owner of that phone that ended the service with that number several months ago, but besides that all the other previous days that I went they gave me the wrong information because if the person took a new phone number in her name I had to wait between 30 to 35 days for it to take effect in the database of Chase Bank. Every day that I go there they surprise me with new information, my tenant has already taken out a phone number in her name but Chase Bank still does not want to release my funds and close my account. The truth is a very big problem where my tenant stopped paying my rent for 17 months, got California Rent Relief almost 2 years later and now Chase Bank is withholding my funds and threatening to close my account, I have an impeccable history of receiving transactions and checks for much higher amounts than this and I have never had a single problem, besides the fact that the approval letter from California Rent Relief is tied to the fact that it is paid to my home address which was where the tenant lived at the time. I need you to please help me get my funds back from Chase Bank. I have done everything they asked me to do, absolutely everything they told me to do, and they still refuse to release my funds. They freeze all my 3 account with them.
Company Response:
State: CA
Zip: 93551
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I called Chase early XXXX because of an unauthorized ACH. Agent told me there was nothing I can do. I called again XX/XX/XXXX for an ACH return. I didnt know what to do and the Chase agent knew little. They did not want to help me. They told me to go to the merchant. After I begged for help, the agent said it would be filed under fraud and did not explain what that meant. I thought I had to prove the business was fraudulent. It is unfortunate that the bank did not know my rights as a consumer and further confused me. They should have told me about ACH regulations or clarify Chase policy. I asked them to stop ACH and revoke authorization for ACH. They said neither were possible- which was false. What happened - I tried to revoke access from XXXX because while I authorized the first ACH, I did not authorize the other transfers. XXXX pulled money without my authorization. It did not show in my XXXX account or I would have caught it earlier. I wanted to return all charges since XXXX was freezing customers accounts and their customer support was unresponsive. Chase denied my claim immediately saying I authorized the charges and said I missed the timeframe to report. This was false. I did not authorize the charges and I was within the timeframe to report under Reg-E . Under Reg E, the customer has 60 days from the time the institution sends the periodic statement to notify the institution of an unauthorized EFT. This was on my XX/XX/XXXX statement. I reported XX/XX/XXXX. ( I dont get Statements, I have to login to see Statements or I would have reported earlier ) I asked for Chase policy and information on regulations, and Chase said there were no regulations or policy they could send me. They lied. I made multiple requests for documents of the investigation. Chase agents tried to hang up, I begged them discuss my case and was told nothing was on file. Weeks later, I was told by agents there were discussions with the merchant claiming I authorized transactions but no details. I did not receive any document so I couldnt refute it. XXXX I received a letter saying my claim was denied after a review of account activity. No explanation of what that means, no mention of the merchant. XX/XX/2022 I faxed Chase to request documentation of the investigation. No response. XX/XX/2022 faxed again asking for documentation and to reassert my claim. No response. Every time I called, they refused to discuss it or said I was out of my timeframe. Chase did not provide me with information on the investigation as they should have under Reg E. There were 4 ACH charges total {$30000.00}. I have rights as a customer and they have been violated. I want my money back, it should have been credited from the start but it never happened because agents did not care about the EFTA. Chase should have returned the ACH. I would like them to return or credit the {$30000.00} I lost. They should have told me about the ACH regulations or at least Chase policy. They lied. About the EFTA timeframe, about requiring me to contact the merchant first, saying I cant return unauthorized transactions if I authorized the first transaction. They refused to respond to requests and refused to send documents that Chase relied on in making its determination. All violations of EFTA. I have been struggling the past year over this loss. Chase made sure I was not able to help myself.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I share three bank accounts at Chase Bank with my XXXX mother, we are long time customers with Chase. In XX/XX/2023, two of our three shared accounts were targeted with fraudulent activity so we closed the accounts and opened new ones at Chase. Both of the new accounts, plus the one remaining original account, were targeted with more fraudulent activity. Every safeguard Chase told me they would put into place has been undone by the criminal attacking the accounts. Chase is refusing to return approximately {$2100.00} in fraudulent transactions. Chase has failed to keep the accounts secure and now they will not give us back the missing money despite numerous calls, and numerous trips to meet with the local bank branch. Their inability to stop the fraudulent activity leads me to believe the criminal must be somehow affiliated with Chase as they know how to circumvent all security measures.
Company Response:
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX XXXX on account ending XXXX Chase bank sent a letter to resolve the account and offered an opportunity to pay less than unpaid balance. They reported that it would be a savings of {$960.00}. And they offered to accept {$780.00} to reduce the account to XXXX and stop further collection activities. So I called on XXXX at XXXX and talked to a XXXX # XXXX we made arrangements and I payed in full the amount and the account is payed in so I put a claim for my credit report to be cleaned and cleared and give my credit back from the ordeal. I recently checked XXXX to see what was the resolution and noticed that I still that account that is settled a balance of {$960.00} the same amount that I was supposed to save, I really dont care but I need this fixed and I have documentation from chase bank stated that this account is payed in full so there must be a glitch XXXX system when check facts out! But I know what I payed and they asked for the payment to clear the account. Thank you for your time
Company Response:
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I got a letter in the mail saying that after careful consideration it was decided that my credit card account was being closed because of my association with a chase credit card, deposit or investment account that was previously closed. I do not have any other accounts with chase that could have been closed or any association. On the letter it says if you have questions to call the number provided. When I called the number they said they could not tell me reason that my card account was being closed. I asked if I could speak to someone else that could tell me and the operator told me that no one else would be able to tell me either. I have not been late on any payments and am really confused. If I did something wrong Id like to know so I can make sure to not do the same thing in the future, but I have no idea why they are canceling my card and can not get an explanation. Im a little worried that this is somehow a scam because it doesnt really make any sense.
Company Response:
State: VT
Zip: 051XX
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Chase bank is withholding my money that were deposited from my XXXX XXXX account and is refusing to return it. XXXXXXXX XXXX failed to acknowledge XXXX fraudulent checks for the total amount of {$190000.00}. The funds were deposited into a Chase bank account. Chase detected the fraudulent checks and is holding the funds in a XXXX account and has yet to return the funds to XXXX XXXX. There has been several attempts by my attorney as well as XXXX XXXX attorney to reach out to chase bank and they are refusing to discuss this matter. Authorities have been working on this matter for 2 months and we have yet to receive any response from chase bank. My checks were deposited into an account by the name of XXXX XXXX on XX/XX/2023.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I received a letter regarding a levy. In addition to Chase holding the levy amount they wanted an additional duplicate levy amount indicating they were not allowed to release the levy amount. After weeks of going around in circles and assistance from the government agency we were able to get Chase to release the levy amount so I could be in good standing with both the government agency and Chase checking account. I have incurred nearly {$1000.00} in charges from over 20 nsf fees of {$34.00} over a period of 6 weeks. In addition, I had paid an additional {$30.00} stop payment fees to keep a couple of creditors from accessing my account. Those transactions were initially allowed and then returned after incurring more nsf fees defeating the purpose of the stop payment fees not to mention requesting a new debit card which creditors are able to access without my permission.
Company Response:
State: IN
Zip: 46311
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Dear CFPB, I am a small business owner. I accepted XXXX payments from my customers on XX/XX/2023 through my Chase app ( XXXXt/WePay ). Wepay is Chase ' payment processor. One for {$260.00} and another one for {$530.00}. I got an email that my funds are on hold and that I need to send them documents regarding my business in XXXX days or my payments will be cancelled.They asked for an invoice, any IRS documents, EIN and bank statements. After sending the documents, I received an email from WePay by J.P Morgan that my account has been closed for no reason. On XXXX the XXXX, I went to a chase bank to see why they closed my account and why am I not receiving my money. The banker called WepayXXXX to ask why my account was closed. XXXX said you have to send an email to XXXX to ask them to reopen your account. I did send that email. Got back a reply that the appeal is denied and they are not able to offer me a solution at this time and that the funds will be held for 120 days. I am a small business and withholding payment puts my business and cashflow in a difficult position. Next day, XX/XX/XXXX, I went to another chase branch hoping someone will help this time. Same exact scenario and they said we can not help and the funds will be on hold for 120 days. They didn't provide any valid reasons and said they will no longer process my payment because of proprietary reasons and that they are unable to share exact details. The manager of the branch couldn't help and said this is out of his hands and he will escalate this issue. I reached out to my customers to confirm that their card was charged and they confirmed. Today is XXXX the XXXX and I still haven't received my money. I am supposed to receive a total of {$790.00} I would appreciate your help in getting my money back. Thank you for your time!
Company Response:
State: MD
Zip: 20852
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A