Date Received: 2023-12-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Summary : Father ( father ) sent a check of from his XXXX XXXX XXXXXXXX account through online pay to Daughter ( daughter ). Daughter deposited the check through ChaseApp to her Chase saving account. Chase flagged the check and held the funding. Daughter and Father presented the physical check, bank statements of XXXX XXXX XXXX, debit card of XXXX XXXX XXXXXXXX, State ID, passport, and even a validation letter from XXXX to the local branch. Chase still holds the funding and refused to return. Request : Return the funding of back to either Father or Daughter. Detailed timeline : 1. Daughter opened a Chase account in XX/XX/XXXX 2. Father sent a check to Daughter through online pay of Bank XXXX XXXX XXXX on XX/XX/XXXX XXXX. Daughter received the check and deposited through Chase App on XX/XX/XXXX. The check was cashed out and deposited into Daughters saving account at Chase on XX/XX/XXXX 4. Chase flagged that check as fraudulent and held the checking and saving accounts in early XX/XX/XXXX. 5. We called Chase multiple times on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. Chase told us it is in the hands of back office, fraud department now. We passed all the information to them. 6. At the request of Chase Bank, on XX/XX/XXXX, Daughter and Father both visited local branch at XXXX XXXX, CT. Presented real ID, password, green cards, debit cards of both parties. The request to return the funding to either Father or Daughter were both rejected. 7. The original check was present to Chase local branch. XXXX in Chase scanned it in. 8. We requested XXXX XXXX XXXXXXXX to send us a validation letter on XX/XX/XXXX. The copy was shared to Chase. 9. We worked back and forth with Chase and XXXX XXXX XXXXXXXX for one more week but no results. a. XX/XX/XXXX Chase called and asked Daughter to go to XXXX XXXX XXXXXXXX and talk with manager XXXX for dispute claim. b. XX/XX/XXXX We visited XXXX center at Chases request. Did not work out. c. XX/XX/XXXX Chase bank complain escalated line Called. d. XX/XX/XXXX. Chase called back. Asked us to call phone number XXXX option XXXX XXXX Still did not work out. 10. On XX/XX/XXXX we file a complaint to CFPB.
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/23 we received an expected email from our real estate agent, XXXX XXXX w/ XXXX XXXX XXXX stating that it was time to do the wire of purchase amount for the buying of a mobile home just under {$70000.00}. This email also contained the wire instructions. We had tried to verify the wire with them by calling multiple numbers but were only greeted with voicemails. We headed to XXXX XXXX Chase Bank branch. We spoke and dealt with XXXX XXXX, branches manager. about doing a wire transfer to XXXX XXXX XXXX. She stated that she has done buissness with them and that they bank with XXXX. We explained that we couldn't reach them and, major part of why we went in person, that we would like her to verify that it was in fact XXXX XXXX and to verify the info, address, phone # that was on the wire instructions to what was on file. She stated that she couldn't provide it to me, i said thats ok i just want you to verify it matches. And according to Federal law with wires over {$10000.00} it is an obligation of hers nontheless. She left to go get it approved, came back and wanted us to verify the routing and account number was entered correctly, if so to sign. it was, we did. she left again, came back and said that it had been approved and gave us a copy. we left. under the assumption she verified and all was good. We later on XX/XX/23 got a call from XXXX XXXX telling us that she would be sending us wire instructions from XXXX XXXX. We said we already got them and completed it, confusedly. She told us to immediately call the bank and to file a fraud claim as her emails were hacked and that email was not from her. So we did. We filed a claim at fraud and wire dept. And told them that we would supply them with names or phone numbers or whatever they needed. They never wanted a single one. They have denied us for the fraud saying that we profitted from it somehow. We have requested the documentation as to how they came to that conclusion and of the investigation and havent recieved anything. As far as the reversal of the wire it is still awaiting a response from the recipients bank, Being Chase Bank, so pretty much they are waiting for a response from themselves. That is the only thing they have done. I myself called the recipients bank Chase bank in XXXX, NY. Talked to the manager about trying to look it up and that he needs to check his messages. His ONLY concern is to how i got his direct phone number. And he told me he couldnt do anything to help me and asked very defensively and paranoid of how i got his direct line and stated he doesn't know what im talking about and cant help and he doesn't have any messages. We found out later that the money went to XXXX XXXX XXXX. and that they have absolutely no relation to XXXX XXXX. And that is one of the things i wanted XXXX to verify and we made that very clear to her. We finally got ahold of XXXX and told her what happened and reminded her that we had verbally told her who we were wiring the money to. XXXX told us all she did was enter the info exactly to what the instructions stated and that was it. And reminded us that we approved it. We reminded her that we can't see what she sees on her computer screen and that we signed because we trusted in good faith that she verified everything that we verbally expressed and everything on the instructions to what she had access to on file. All she said that she could do is try to esculate the claim for reversal. And everytime we call to check status or to exercise our rights, they transfer us to a different department when they can't answer our question or if we question their answer. Around and around in circles and nobody can answer a simple question as to why they are waiting for a response from themselves. The Wire Agreement states the recipients bank, not the recipeints bank branch approval to do a reversal. I believe and know had XXXX XXXX taken the steps to verify like requested and like the Federal requirements mandate her to do for domestic wires over {$10000.00}, that we wouldn't be in this situation and we would've been able to close on our purchase on the XXXX. But now our dream of owning a house is gone and we are financially not able to afford it. I just dont understand why she led us to believe that she has dealt with this company and that she verified it when clearly she did not or we would be in our new home. Thank you for reading and taking the time to help us.
Company Response:
State: WA
Zip: 98002
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had a check stolen from the mail in XXXX, 2023 that was then altered and cashed at XXXX XXXX XXXXy the person who stole it. The check was very clearly a forged endorsement, because the person who signed the check did not even sign the same name as the payee that I had written ( and which they did not bother to change ), so Im not sure how they were even allowed to cash it. It was cashed electronically. At the advisement of Chases fraud department, I filed a forged endorsement claim and faxed the appropriate paperwork and information. I had to call multiple times to ensure that this claim was being processed, but then about a month or two later I was informed that the claim I was supposed to file was an altered check claim. I then changed the form to altered check and faxed it to the department. They did not receive the claim. I tried several times to fax the form, each time from a chase branch with the help of a chase employee. No one informed me that the reason it was not being received was because I needed to write the claim number on every single page. After another month or so I was finally able to fax my claim properly with the claim number, and I called the fraud line and they confirmed that they received the proper paperwork. I then received a letter in the mail about two weeks later saying that they did not receive the paperwork. They are now telling me that I need to fax it again. It is currently XX/XX/ 2023.
Company Response:
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I got a Chase British Airways credit card in XX/XX/XXXX. I've accumulated XXXX Avios but I can't access them because the XXXX XXXX number that I was assigned by Chase belongs to a closed British Airways XXXX XXXX account that belonged to me in XXXX That account was closed a long time ago and I have no access to it. British Airways can't access the account either. The number on that account is : XXXX The email linked to that account is : XXXX I received a letter from Chase saying that the number is missing or incorrect and to contact British Airways to fix the issue. I did, but British Airways couldn't do anything for me because they said they couldn't access that account. That account has no XXXX because it's closed so I'm not sure where Chase is transferring my XXXX. I signed up for a new British Airways XXXX XXXX account with number : XXXX The email linked to that account is : XXXX I asked Chase to merge both accounts so I could access my Avios but they haven't been able to do it? Then I signed up again for a new British Airways XXXX XXXX with a different email to see if I could link the credit card to the XXXX XXXX account but I couldn't. The number is : XXXX The email linked to that account is : XXXX I called Chase and British Airways to merge my accounts multiple times. I spent more than XXXX trying to solve the issue over the phone with no success. The customer service is not useful. Then I received a letter from Chase saying that British Airways found multiple British Airways XXXX XXXX accounts under my name and to update my personal information and merge them. So as a summary, below are my three Executive Club numbers : XXXX ( old ) XXXX ( new ) XXXX ( newest ) I really need help on this. Attached here the two letters I received from Chase regarding the issue and the bank statements to prove the amount of miles I have.
Company Response:
State: CA
Zip: 90039
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: The bank closed my account in early XXXX and they said they are investigating and reviewing my accounts. So they took all the money from my account and I believe the total is about XXXX dollars. Every time I call customer service, they tell me the same thing, saying the bank is still reviewing and they can not provide me a time frame for that. I have at least XXXX dollars transferred from my home country 's account. I had some remaining balance from my mom sending my money from XXXX before. And some other transfers are from my neighbors and friends. I can provide evidence for all of them.
Company Response:
State: WI
Zip: 53562
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I am attempting to obtain information about how to pay off the credit card. I have called, but since I no longer have the credit card, I can not bypass the prompt to verify who I am. The credit card is very old as well, so it should not be on my report. I am unable to speak with anyone at Chase ; thus I am unable to get the issue resolved.
Company Response:
State: CO
Zip: 80203
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX XXXX XXXX received multiple emails from Chase stating there were issues with all of my accounts. This means my personal accounts as well as my business accounts. I then received an email stating that all of my accounts were temporarily locked due to a security issue and to call to have it reopened. I did so on the morning of XX/XX/XXXX I was told by the woman on the phone that Chase had decided to end their relationship with me ( I had been a chase client for almost 30 years ). They then stated they would not tell me why, but I had no authority to get into the accounts at all, and that they did not need to tell me why they closed the accounts. On the XXXX, they told me it would be a 2 week investigation and then the check would be released within 10 days of that ending. I was obviously quite upset and found no help with the person on the phone. XXXX XXXX XXXX XXXX XXXX and went to my first branch on XXXX XXXX XXXX XXXX. I spoke to s stone faced banker who basically said- yea sorry nothing I can do and I sat and cried in front of her because every XXXX I had is now being held for reasons I was not told. I have children, I have bills, I have rent. I went back to XXXX XXXX XXXX and went to another branch. I was told once again that my accounts were closed due to fraudulent activity ( never in my life have I dont anything illegal/fraudulent ) I felt they were speaking to me like a criminal- the banker said.. " its ok, you can tell me if you wrote a bad check or something '' I was horrified. I am a mother, XXXX XXXX upstanding citizen and in no way would do this. He called someone, and then said well we cant tell you why we closed but the 10 day window has already begun and you will have your money within 10 days of XX/XX/XXXX. Of course that did not happen I went back to that branch on XXXX I met with yet another banker. They told me we have decided to lock your accounts due to fraudulent behavior. They had no issues with telling me that over and over again. But yet once again, we won't tell you why. He then called someone else, and said your money is being released on XX/XX/XXXX and you will have it then. That did not happen I went to another branch on XXXX. Same story once again. This banker told me the check I was waiting for ( it was a large check I had deposited right before they locked me out ) was sent back to the person who wrote it to me on XXXX I thought, oh great! She can then write me another check. But after contacting that person, and learning she did not get the money back, I learned this was not true. Again I went to another branch on XXXX. He called someone else and said ok, call this number and have the person who wrote the check call this number and they can authorize the check. Yet again a whole different story I called that number, they contacted my friend who had written the check and confirmed it is in fact a legitimate check. I thought we were good. But I was wrong. They then told me it has to go to yet another review. WHY I said. They check cleared, the check had been verified. They did care. They said 3 day review, then I will get the money 10 days after that. This is horrific. They are holding 90 % of my money. I can not pay my bills or my rent. It is affecting my credit, and I am getting nonstop calls from companies I owe money to, yet can not pay any of these bills. This is all of my business and personal accounts I can not get in to get my statements so I can not give to my accountant. I can not get in to get my auto pay accounts. This is making me physically ill- and is just NOT right that they can do this. As of XXXX I have nothing.
Company Response:
State: NY
Zip: 10024
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I've reported fraud of my account on XX/XX/XXXX. Advise them it was a scam. They did an investigation and charged a fee for the reversal and the credit. They determined that it was authorized and will not do any further investigation when I reported that they were pretending to be a US government agency.
Company Response:
State: TX
Zip: 75067
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have had a JP MOrgan Chase ( Amazon Prime ) card for several months and have used it almost exclusively for purchases on Amazon.com. In XXXX, they offered an attractive balance transfer option and I transferred {$7200.00} from three or four cards between XX/XX/XXXXXXXX and XX/XX/XXXX. Since that time, I have been making payments of fees ( balance transfer fees ) and promo interest along with all new purchases each month. My payments have exceeded what was due, but I have suddenly started being charged interest on purchases even though I'm paying them off each month. Chase claims I forfeited any grace period for purchases when I accepted the balance transfer option. I'm in banking and I've never heard of such a thing. This is an illegal and unethical attempt to generate high percentage interest on items that have been paid off within 30 days of purchase. I have called and inquired each month, just to check my math and avoid confusion, to determine the amount I needed to pay to avoid purchase interest and have always paid more than advised. However, I continue to get interest I should not be getting. They've also tricked me into paying down my low interest balance transfers, which I paid a balance transfer fee on. No payments are supposed to be required on the transferred balances other than the low, promotional interest rate.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: They closed my account on XXXX XXXX and I find out on XX/XX/XXXX and no one tell me that they closed my account and I cant access money and card and my ssi and paycheck Im stuck.
Company Response:
State: FL
Zip: 32822
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A