Date Received: 2023-11-22
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I had several fraud claims against my account and was told these claims were to be investigated.. However, with Chase 's fraud operation team they talked to me about it so kindly and told me they take these claims very seriously and I actually believed in them. That however, is not the case. They said they will call me back in regards about my disputes/fraud claim with the merchant " XXXX XXXX XXXX '' but they never did.. Also, today as of XX/XX/23 they have closed my business/personal credit accounts saying it was closed due to " fraud '' with no legitimate reason or a call for a notice.. This fiduciary irresponsibility needs to be further investigated by the CFPB because this is unacceptable. I never wanted my cards closed, or wanted my cards to be stolen so someone had used my credit card information for fraud. I believe Chase is not a credible company with no integrity or honesty.
Company Response:
State: FL
Zip: 33756
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: On XX/XX/2023 I went to Chase Branch XXXX XXXX XXXX to deposit a check on my checking account. The check is a sign-on bonus from my incoming employer, so it was the amount of income after standard tax withholding. The check was issued by XXXX XXXX XXXX XXXX XXXX XXXX a payroll company, and contained a phone number to assist with check verification, so I thought the process is standard. I went to the location with the signed offer letter and a letter detailing the standard tax deduction for this portion of income - however, I was not asked to provide any of this information but was only given a certificate of deposit to the teller. I gave the teller the check and received a receipt which I still keep. I was confident that the process went smoothly. On XX/XX/XXXX I realized that my online account was locked and that was when I made my first attempt to call the number provided online ( XXXX ). This is a call center, so each time I called I had to explain the situation from the start. During the period of one week that my check was placed on hold and my account was locked, I placed a total of 10 calls to this call center and paid one visit to my bank manager at the same branch on the following Tuesday before filing this complaint. None of my effort resulted in a resolution- both the call representatives and the banker deem unable or unwilling to help, or simply does not understand the situation. I kept calling and calling, and every time the response is different - none of my previous calls were recorded in their notes, and when I had thought a progress has been made and called back to check in, it is someone new who is unaware of all the efforts, documentations, scans, conversations that I have tried to make. In each call, I was told that they can not call XXXX because the XXXX number on the check is not a verified number in their system. Despite the fact that XXXX is a well-known company that issues payroll checks, Chase call center still deems XXXX non-verified and whose practice might be fraudulent. In addition, when I provided documentation showing my employer information, with the help of a branch manager, they still insisted that they can not call any numbers I provided ( my employer 's HR, recruiter ) because these numbers are unverified in their system. Chase said they can only contact my employer using the numbers on their verified system - the nature of these contacts and these phone numbers are not disclosed to me. I received assistance from my employer who provided me with Payroll email, but Chase again was not cooperative- refused to accept email addresses and strictly said they can only verify using verified phone numbers in their system. I have explored the option of cancelling the check and asked my employer to issue me another check so I can deposit it with another bank, but my employer said because Chase had already processed the check, the check showed as " cashed '' on their system and they can not cancel the check. As a result, it seemed that Chase had processed the check before taking any verification steps. In reality, they should have called either the check number or the employer 's contacts to verify a check before processing it, but hence their incompetence and lack of transparency and information to the customer resulted in a stalemate in which the consumers have to bear the consequences including ( 1 ) money held for uncertain amount of time and lost of interest gained from the hold ( 2 ) risk of account closing ( 3 ) waste of time and effort from the consumer to reach out and insist on Chase to resolve the problem. Given the current situation that Chase continuously refused to assist me with the current deposit hold, I am filing this complaint to alert others about this sneaky and malpractice by Chase and to avoid making a check deposit, either online or in person. Their workers are unaware, not cooperative, rigid, refuse or fail to understand common sense and refuse to show willingness to help their consumers. In addition, because I had opened a new checking account with Chase for their {$300.00} promotion ( I hav e a long-standing credit line with Chase Sapphire ) , Chase was still not cooperative in their assistance, showing me that they do not honor consumer relationships and treat us all with an inefficient, clueless call center. Chase 's lack of communication, willingness, and competence has prevented me from my fund to provide basic necessity such as paying off bills, including the credit card with Chase, as a result of their practice.
Company Response:
State: NY
Zip: 10065
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I noticed unauthorized international charges on my checking account. I called to report said claims and the representative looked over my account and realized its been going on for months. So I filed the claim. I called back a few days later because I hadnt heard any type of response from the bank and they ended up denying my claim. I asked them why and they stated that I approved 2 of the transactions via text message. I then stated that when I received messages about fraud I responded YES to let them know it was indeed fraud, I assumed once I responded YES that they blocked the transaction and I moved along my day like normal. They then stated that I was supposed to respond with No, I did not authorize the charge. So because I misunderstood the question my claim has been denied and can not be reopened with that new information. I lost thousands of my hard earned money due to international charges and a misunderstood text message. All I want is my money back.
Company Response:
State: CA
Zip: 95023
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: I received a letter from Chase stating that I applied for a Chase Freedom Visa Platinum credit card and was denied. I never applied for the card. They reported that they checked my credit score, as well. This was done without my knowledge or consent. I never will and never had a Chase account.
Company Response:
State: PA
Zip: 18064
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: On XXXX, I received an email from XXXX XXXX informing me of a significant hit to my credit score. I called my new lender to inquire as to the payments due. Upon investigation, I discovered that a loan I had applied for on XX/XX/XXXXXXXX had not been finalized due to misunderstandings - we had thought it was completed and were waiting for our first loan payment through our new lender. I reached out to Chase JP Morgan to inquire and was informed that I was 3 months behind on payments. The overdue amount, including late fees, were paid promptly ( Tuesday, XX/XX/XXXXXXXX ). However, our credit scores decreased by over XXXX points, each ( my spouse and I ). As both borrower and co-borrower ( spouse ), neither of us received any mail, e-mails, or phone calls informing us of late, or missed, payments until receiving a letter today ( XX/XX/XXXXXXXX ), dated Monday XX/XX/XXXX. Had we been informed, by Chase, that we had missed the first payment, we would have immediately paid it.
Company Response:
State: VT
Zip: 056XX
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On or before XX/XX/, I filed for a " Cellular Telephone Protection '' claim with Chase Card Benefit Services ( " Provider '' ), which was assigned a case number. Provider has intentionally made receiving my benefits byXXXX XXXX XXXX. They have intentionally ignored my requests for written explanations On XX/XX/XXXX, I called Provider as they requested, and was informed that I needed to submit " A copy of a diagnostic from an authorized service center stating what is wrong with the product and whether it is cost effective to repair it. ". Provider intentionally did not provide this information to me ahead of time, and waited until I called to provide this information. The same day, I provided the information. On XX/XX/XXXX, Provider demanded same information that had been already provided on XX/XX/XXXX. On XX/XX/XXXX, Provider requested additional information. On XX/XX/XXXX, I called Provider to request additional information. The information requested was the credit card used to purchase the card. That information is irrelevant to determining the benefit. The benefit does not depend on the method of purchase. On XX/XX/XXXX, Provider had all the information required to properly adjudicate the claim, but refused to do so. Claim remains unpaid.
Company Response:
State: NV
Zip: 89134
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2023, I transferred {$50.00} via XXXX to obtain the facial services. However, the merchant provided the fake address. I chat XXXX to assist me to dispute the transaction. XXXX had me to contact my financial institution JP Morgan Chase. On XX/XX/2023, JP Morgan Chase gave me temporary credit {$50.00} while they were investigating the transaction. On XX/XX/2023, JP Morgan Chase reversed the {$50.00} and I called JP Morgan Chase that this was a fraud transaction because the merchant gave me a fake service address. JP Morgan Chase said that Chase doesnt offer assistance for XXXX transactions. On the other hand, XXXX told me that for transaction $ dispute, I should contact my financial institution. Thereforethis brought me to file the complaint via CFPB.
Company Response:
State: CA
Zip: 94112
Submitted Via: Web
Date Sent: 2023-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was the victim of an online marketplace scam on XX/XX/XXXX The scammer was posing as someone else that had references and they sent me a XXXX payment ( which I did not ask for or authorize ) and then proceeded to try to get me to send the money back via XXXX XXXX ( the amount was XXXX ) and to get me to sent it back quickly he asked for only XXXX back I was unable to send it back via XXXX XXXX and the scammer ( posing as someone else ) was escalating the situation saying they needed it back ASAP for a client and didn't want to look like they were delaying and they requested I just XXXX the money they sent me ( that I never asked for or requested for ) to their client I unknowingly obliged and the money was sent on XXXX Days later I tried to deposit a check into my checking account ( the same one that the XXXX payment was made from ) and that feature was not accessible ( even though I have used it numerous times in the past ) I called CHASE and they said to just go into a local branch and have them call to see what the deal was and why my account was acting like this When I arrived and spoke to the Relationship Banker in person I learned that my account had been frozen and the scammer had a claim against me saying I requested funds and then sent them away ( which I NEVER did ) and I had no clue my account was frozen because CHASE did NOT notify me ( which is problem # XXXX ) I explained to the banker what had happened and she made some calls for me to the claim department to learn more and that is when we learned that the claim had been filed against me and why my account was frozen and the claim would be held on until the filer dropped it by XX/XX/XXXX I took screenshots and documented the whole ordeal to prove I was scammed and I was the victim and we sent it in to a new claim that was created by the CHASE claims agent My claim was settled overnight and NO action was taken because you can't file a claim on a XXXX payment because they said it's just like a wire transfer ( which IRONICALLY was what the scammer did- file a claim based on a XXXX XXXX ) which have NEVER found the light of day The evidence I sent in wasn't even looked at as it proved my innocence in the whole ordeal The banker then submitted my evidence to another individual in the claims department but has yet to hear back from anyone there The CHASE Claims department wrongfully has frozen my account based on a bogus claim made by a scammer ( which I have proved ) and they have enacted to freeze my account based on a XXXX XXXX ( which they told me they can't do as they settled the claim I sent in after the fact ). The pictures I am uploading show the start of the convo with the scammer, how it escalated into them sending me a XXXX that I did not ask for, them asking for the money back, and telling me where to send the funds It also shows documentation of a text showing when the payment went through along with my online account showing my activity and me never having asked/requested any payment
Company Response:
State: MO
Zip: 64152
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On the evening of XX/XX/XXXX, I deposited a check in the amount of {$12000.00} issued to me by the United States Treasury at the XXXX, MA Chase Bank ATM, inside the lobby, into my personal checking account. The check was unendorsed as there was no signature line on the back of the check, thus I did not sign it. By the end of the next business day XXXX, my checking account was frozen by XXXX. I was contacted via text message by the bank on Saturday XXXX that my account would be closed for fraud if I did not contact them immediately. As it was a weekend, this was impossible. On Monday XXXX, I contacted XXXX XXXX and was given no information- only that the check was " on hold '' and therefore there's a waiting period until XX/XX/XXXX at a minimum. For the next several days, I continued to try to get answers from customer service or the fraud dept as to what was happening to my account, why, and what was happening with the check as well because all I was told was that there was a waiting period and nothing could be done until the following week. At this point, I went down to the branch to seek assistance. I presented a letter to XXXX from the IRS indicating the reason I was issued the check, which included an amount ( {$12000.00} ) that was near to the amount on the check, but did not match by a difference of {$87.00} because the check had included additional interest that was owed to me. Over the course of the next week, I was told contradictory information by bank employees about where the check funds were, why my account was frozen, and some explanation about XXXX XXXX back-end systems where XXXX system said the funds were available/settled in my account and another that said they were unavailable/frozen but that the systems couldn't be reconciled and no one could help. No answers were ever reached that week or the following- XXXX XXXX claimed that they contacted the IRS and couldn't verify the check amount. Upon speaking with the IRS, I was told that the IRS would not tell the bank such information. On XX/XX/XXXX, I was informed by XXXX that my account would be closed the following day ( due to " fraud '' ). On XX/XX/XXXX, I went down to the XXXX, MA XXXX and spoke with a Regional XXXX who was able to work with a backend team to release the funds I had previously in my account ( prior to XXXX ) by transferring those to my savings account, in addition to other payroll funds that had been received during this time period. XXXX then manually removed the check funds in the amount of {$12000.00} from my checking account via " Debit DDA - Check Charge '' on XX/XX/XXXX. Where these funds were transferred to? I was never told, but in order to transfer them out, they needed to have been received in the first place ( aka real funds ) and settled at XXXX ( which also happened ). I was contacted the next day by XXXX to say that they were not closing my account after all and I was free to continue to use it. I contacted the IRS multiple times over the next few months in order to open a claim with them to be reissued a check based on the funds that XXXX should've returned to the them. These removed funds were never returned to the IRS. So far, all I've been told to date by the IRS is that the bank has the money because the check did settle at XXXX. XXXX has now held these funds for months without conclusion, nor have they returned the money back to the government for reissue to me. If the check was truly fraudulent, the IRS would've denied the cashing of the check. As they did not do that and the funds are sitting at XXXX as they have been since XX/XX/XXXX ( or earlier ), the check was indeed valid. Lastly, because I don't have a definitive answer from the bank on this, if it wasn't labeled as " fraud '' by XXXX and simply following the process for the deposit of an unendorsed check, the funds would've been returned to the IRS many months ago. This has still not happened.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My account with chase was restricted due to filing claims even though the claims i have filed have all been accurate and they have actually stated that they saw i was wronged in the letters ive received they told me my account was closed and that id receive my check within 7 buisness days but I just received a letter in the mail saying they barely restricted my account and have been giving me the run around my account holds XXXX $ and I am at risk of losing my car due to their run around
Company Response:
State: CA
Zip: 92019
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A