Date Received: 2023-12-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My business is in the process of buying a property and need to get this rectified asap because its affecting my personal credit. We are a very successful business so I can pay it worst case, but Im prideful to pay for someone elses fraudulent transactions. I had fraudulent charges on my business card noticed when we were doing our P/L statement. It is clear as day these charges were outside of our typical scope of purchase. The business cards were very rarely used for anything outside of purchases that were made online or via internet application. As soon as these charges were recognized it was immediately called into the Chase bank and they were reversed. However, on the original call a few of the smaller charges were missed. This was simply focusing on amending the initial discrepancies noticed ( of course that being the larger transactions ). The mindset was as long as the bigger issues were taken care of we were willing to take the loss on the smaller ones, not realizing this would have cause any issues. Chase Bank then caught this randomly and rebilled everything because we didnt claim the smaller transactions initially. They requested we do a police report, so we did. We reached out to Chase bank ( spent a total of probably 48 hours on the phone with the bank at this point ) and they opened an investigation. We contacted all the merchants directly and none of them worked with us. Apparently one of the merchants ( a strip club ) the fraud took place told the bank that they ID before letting people use the card. We contacted the merchant and they provided no copy of an ID or anything. They clearly lied to the bank to keep the money. Now Chase bank is refusing to refund these charges ( totaling almost $ XXXX ). The banks response after submitting a requested breakdown of every transaction and police report was that we needed additional documentation. I asked what documentation could I could I possibly come up with as I have submitted every document possible and done everything possible. I had an XXXX credit score before this and is now hurting my credit significantly
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Chase closed my checking account with a positive balance. My account had a negative balance. On XX/XX/XXXX I contacted Chase to let them know I was aware of the negative balance of about {$100.00} ( mostly NSF fees ). I let Chase know that my direct deposit would hit within 2 weeks. On XX/XX/XXXX, I received confirmation that my direct deposit had posted. I also received confirmation that the payment to my Chase credit card that I had set up for XX/XX/XXXXXXXX was successfully deducted from my checking account. The next day I tried to make a purchase and found out that chase had closed the account. I called customer service and they told me to call the collections department. I was never told that my account was in collections. All I had received was a text message or an email reminding me of the overdraft, which prompted me to contact Chase on XXXX. Anyways I called the collections department and was lied to that the account was closed on XX/XX/XXXX. It was still open on XX/XX/XXXXXXXX and my direct deposit posted. It was still open on XX/XX/XXXXXXXX when my credit card payment was deducted. After the account closed, Chase reversed the payment that had posed on my credit card account and immediately charged me {$29.00} for non payment. The payment was made and Chase was still holding XXXX of dollars hostage. I told Chase I would not pay the {$29.00} late fee because I wasn't late. The collections team arrogantly informed me that as a result of the closure I would not be able to open another account. They should have informed me on XX/XX/XXXXXXXX and I would have opened a new account and set up my direct deposit to go through that account. I had to wait for days to get the money that Chase held hostage for no good reasons. The lady in collections also lied saying that I was a bad customer with multiple accounts closed. Last year or in XXXX, I closed one of my accounts myself. It was a prepaid account that I used for online purchases on sites I didn't trust. Chase converted that account into a checking account. Since I already had a checking account, I asked Chase to close it, because I didn't want to continue paying {$1200.00} a month for an empty account. That doesn't make me a bad client. I also remember that my savings account was converted into a checking account that I didn't need and was closed with a {$39.00} balance or less. These were fees that Chase had put on the account. I've been banking with Chase for decades. But it looks like unless you are a drug dealer or money launderer with millions, Chase doesn't care if you have food on XXXX. It's ridiculous that my account was closed for less than {$100.00} even though I contacted Chase to let them know money was coming in and the account had a positive balance when it was closed.
Company Response:
State: CA
Zip: 92504
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: On XX/XX/XXXX I tried making a transaction to book a hotel. My chase freedom unlimited card declined. I tried logging into my mobile app but could not. I then contacted chase at their customer service credit card line and when I did the automated system notified me that my account was 70 days past due. I was under the impression that my account was on autopay. I asked the rep on the phone if this had been reported to on my credit report and she stated that she could not answer such a question. She seemed only concerned with the delinquent account and collecting pmt. I found her collection practices very unprofessional as she avoided answering several of my questions. After expressing my concern to the damage on my credit I asked again if this past due balance had been reported against my credit. I had let her know that, I was not paying anything until I understood what happened. She then proceeded to tell me chase reports every XXXX, XXXX, and 90 days. I confronted her why she did not just tell me that when I first asked her. I then asked her to transfer me to a supervisor. I did not want to talk to anyone that was intentionally not telling me the truth. I was then transferred supervisor XXXX ID # XXXX. She was much more helpful. She gave me the balance on my account. {$2700.00}. I expressed to her how horrified I was that my account was so far past due as I do try and take care of my credit. I told her what happened with the other XXXX She understood my concern. I asked her for number to the credit bureau and their credit bureau XXXX. She gave the following numbers XXXX and XXXX. I expressed how I could not believe I was not notified. She did advise that they send a paper statement to my house. I let her know at that time that I usually have autopay on my account. I receive paper statements but since autopay is active I had not checked them. She tried contacting their credit department while placing me a hold. She then came back and advised that she could not get ahold of them. She advised that they were not operating at the time that I was calling but that I could reach out to them tomorrow at my earliest convenience. I was not satisfied with this since I felt chase had tarnished my credit reputation due negligence and that their customer service reps only cared about their collections and were dishonest when I initially asked them about my credit concerns. I went ahead and again provided my bank account info and made a full balance payment paying off my credit card in full. Before I had made my payment XXXX had advised that she could assist in removing any late fees that had been accrued totaling {$120.00}. I wanted more info into my account but XXXX could not provide this as she advised she does not have access to any autopay information into my account nor could she set me up on auto pay. She advised that this had to be initiated through the mobile app by the card holder.I did not have access to my account through the mobile app which was my whole reason for calling because I needed to speak to someone but I was transferred to their collections dept first instead of customer service. I was not able to confirm if XXXX had indeed waived the late fees before I made my payment. I was then transferred to a customer service rep that could answer my questions. The next customer service rep I talked to was named XXXX XXXX. She advised my last pmt date on autopay was XX/XX/XXXX {$96.00}. She advised that the pmt was initiated through my mobile app in the month of XX/XX/XXXX. She also advised that my last pmt was made {$190.00}. I was not at all happy at this point. I told her i would like to close my account and she offered fo transfer me to someone who could help.. I was redirected and told the wait was XXXX mins on the automated line. It was longer than that. A rep named XXXX answered I asked him for his Identifier number like XXXX had provided but he informed me that they only provide first names. He re-verified the info that faith had shared regarding last pmt date on autopay and last pmt date made on account. I tried to have him verify the info on my account like my address but he refused. He said he could only confirm that information for me but not provide it even though he had verified my identity through the last XXXX of my ssn. The reason i wanted to know address and telephone number on file was becausw I was pretty certain I had already updated my information including my telephone number but when I tried logging into chase it kept trying to verify using my old XXXX. My new number is XXXX. I had had that number since before XX/XX/XXXX. I asked XXXX to tell me if the late fees had been waived before XXXX mad emy final pmt. He stated he did not have anything to do with that after informing him that I had already paid off my account. XXXX got really defensive with me and when he did I asked him close my account. I did inform him that I would file a complaint the fcpb. Also, at XXXX point I was enrolled in text message notifications on this account. I could not confirm with chase reps whether they had my correct phone number. They only stated that my home number was the XXXX number. I feel that I did my due diligence and provided chase with all of my info including name and address as well as my phone number. I remember going on the app and updating this information. I would also like to say that I had setup autopay on account the last time I made a payment but chase could not provide an answer for me if this was true and could not tell me the reason why autopay was not active for my account. I feel chase could have explained why and addressed my concerns at the time of my phone call. I felt that they avoided answering my questions from the beginning and refused to accept any type of responsibility but only answered my questions to minimize liability on their end. I would like for them to be investigated so that no other consumer has to deal with these kinds of practices again. This is my formal complaint with chase Bank.
Company Response:
State: TX
Zip: 77047
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I did application in car loan and showed up too many hard inquiries without any explanation and when I asked they blamed other banks
Company Response:
State: TN
Zip: 38401
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXXopened new business checking and savings acct in person XXXXdeposited check from my mom for {$30000.00} to help start our business. Was told funds would be available XXXX XXXXreceived email from Chase stating we have a new letter that can be found by logging into our account and further stated that our account had been restricted due to potential fraud and our account may be closed soon. The email said we can find the letter by logging into our Chase account ; however, since our account has been restricted, we can not login to our account. I called Chase to get more information and was told they had to speak with the check maker ( my mom ) to verify that she wrote the check. I provided her phone number, they called her, but the call was disconnected because she was driving and lost service. XXXXcalled Chase to have them try calling my mom again and was told they are unable to call the number I provided because it isnt registered to her name based on the system/program Chase uses to verify phone numbers . They could only call the number that showed up under her name which was an old number she hadnt used in several years. She also said the wouldnt allow my mom to go to a Chase branch to verify issuance of the check. XXXXmy husband, XXXX XXXX, the other Member of the other LLC, went to a local Chase branch to get the restriction removed. He and the branch manager called the new account department and was told we cant access ANY of our money, including what was already in the account aside from the {$30000.00} check. He was told that my mom could put a stop payment on the check and get us a cashiers check. Unfortunately, it would take a couple days for her to be able to reissue the check after a stop payment was requested to ensure the payment didnt go through. XXXXmy mom called me and said the {$30000.00} check had cleared her account. I called Chase and they confirmed they had received the money and funds would be available on XXXX. Since the check was paid and not returned, they would credit our account and they no longer needed to speak with my mom to verify funds. All we needed to do was call Chase and have the restriction removed. XXXX-I called Chase to have the restriction removed and was told they had to speak with my mom to verify the check before they could do anything with the {$30000.00}. They wouldnt send the funds back to her or credit our account until they spoke to her. They said they could hold the funds for up to 2 years, and if this still wasnt resolved, they would have to escheat the funds to the state of XXXX. They said they could only verify it by calling my mom using the phone number in XXXX and there was no other way to verify her. They again told me she couldnt go to a Chase branch to verify the check. I explained that we are in a family plan which is probably why it doesnt show her name associated with that phone number. The representative told me that my mom would have to get a new phone number that was registered to her name and I told her that was absurd and asked to speak to a supervisor. After being on hold for an hour while the supervisor reviewed the notes in the file, she said my mom could go to her bank where the check was drawn, Chase could call the bank and verify my moms identity and confirm that she issued the check. XXXXmy mom went to her bank, I called Chase to let them know my mom was with her banker and was ready to verify the check, but was told I was misinformed and Chase cant verify the check through a 3rd party. I asked to speak with a supervisor and was told the same thing and that my mom would need to have her bank recall the funds and that there was no guarantee that Chase would send the funds back to my moms bank. They also told me that even though the check cleared and funds are in our account, we cant use ANY of our money since our account is restricted. They finally gave me the reason the check was flagged and it was because my mom couldnt fit the whole name of our LLC ( XXXX XXXX, XXXX ) on the payee line so LLC was written above the line. I told the supervisor that they are illegally holding our money hostage and I couldnt find any provisions in their deposit agreement where we agreed to this or that gave them the authority to hold ALL of our money. After I hung up, I called back to opt out of arbitration since their deposit agreement said we had 60 days from when the account was opened to do so. The person I spoke with said I couldnt opt out because our account is restricted. THAT MUST BE ILLEGAL! .My mom has a Chase account and her phone number that Chase refused to call her on is the same number associated with her Chase account. Me, my mom, and my husband met at a Chase branch and spoke to the branch manager. He contacted the new accounts department to help get the restriction removed from our account. After almost 2 hours of him being transferred to different supervisors, he was finally able to get someone to call my mom and verify the check. He was told that the restriction has been removed and it would take about an hour before we could log into our account. Its been over 7 hours and we still cant access our money. Chase is violating federal regulations by holding our funds and by not allowing us to opt out of arbitration. Chase cant hold funds longer than 9 days since a reasonable person would know this is not fraud. This has costed us a lot of time to try and resolve the issue. We are losing business and it is affecting mine and my husbands relationship as it is causing a lot of emotional distress.
Company Response:
State: AZ
Zip: 85365
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Chase put an additional hold on my funds after my funds was cleared and are now available. When i called about the restrictions on my account I was told I sounded XXXX and that they would need to do extra verification in that case even though my check had cleared. Ive been racially profiled and discriminated against by CHASE BANK.
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I was XXXX XXXXXXXX XXXX I locked my card from chase bank and went to bed woke up the XXXX XXXX was missing I called the claims line and she doesnt know where my money went
Company Response:
State: IL
Zip: 60441
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check through the mobile app on XX/XX/2023 in the amount of {$3800.00} it is a XXXX check. Chase is stating that the check was double deposited which it wasnt I still have possession of the check. Since I deposited the check chase has restricted my account not letting me access any money in my account for the last three weeks. I have spoke with about 15 different people all with different answers. I also went in to the branch and the branch manager didnt even understand any of whats going on. I have talked with the check issuer and they said the check was cash on XX/XX/XXXX and it is now XX/XX/XXXX and I still dont have access to my bank account.
Company Response:
State: IL
Zip: 60446
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I charged a vehicle rental on my credit card which included coverage for Collision Damage. I fille out the claim on their portal 3 months ago and continued supplying paperwork they requested. The last update was 4 weeks ago and I did not hear any feedback even though their site says they will respond within 5-10 business days. I called them last week and they gave me a lot of excuses and said although I have submitted all information, it will still take them several more weeks to make a decision. My vendors have already gotten aggressive in making me pay and filed with my personal insurance company and started receiving reimbursement incorrectly. This situation is becoming messy and I fear the credit card company will back out of the coverage they promised to deliver.
Company Response:
State: NJ
Zip: 08540
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I abruptly started receiving emails on XX/XX/XXXX claiming that Chase had terminated my account, so I called them right away to find out why. They recently informed me that I will no longer be able to open accounts at their bank and that my account will be terminated. Being an XXXX XXXX in the United States, all of my living expenses are saved in Chase Bank thanks to my parents ' wire transfer.I went to the branch on XXXX XXXX right away because I only had one debit card at that point. They informed me there was nothing they could do and to wait. I've been waiting for ten days, and during that time I haven't had a single dime with me. I had to borrow money from my XXXX to get to school and buy food. I don't know why they did it to me, and I'm not angry with them anymore for shutting my account without providing a reasonall I want is my money returned.
Company Response:
State: NY
Zip: 10036
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A