Date Received: 2023-11-21
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I XXXX XXXX notified entity J.P.MORGAN CHASE, On Matters of ACCOUNT # XXXX Ending. That the month of XXXXXXXX XXXX XXXX Reported Late Should have not happened. Due to 15 US 1681s-2 ( a ) ( 1 ) ( F ) reporting information during Covid-19. As well as being affected by 18 U.S.C. 1344. As a victim. No reconsideration of remarks as well as reconciliation of account information.
Company Response:
State: FL
Zip: 34608
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: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: Someone tried to obtain a chase credit card under my social security number. They attempted to obtain this credit card 3 different times. Chase bank did denied the application. They sent me a letter telling me someone was using my information fraudulently. The dates they tried to obtain credit was XXXXXX/XX/XXXX and XX/XX/XXXX
Company Response:
State: SC
Zip: 29223
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: Closing an account
Subissue: Company closed your account
Consumer Complaint: My account experienced fraud back in XXXX, and went immediately to the local Chase branch. We were on vacation in Michigan when it happened. We talked to the Banker and the Fraud Department, and they assured us that once they put in the paperwork and updated all our cards and passwords ( and PIN ) we would be fine. We asked if we should just close our checking account and open a new one. They said it wouldn't be necessary. Then, on XXXX XX/XX/XXXX, at XXXX my husband got a text alert about potential fraud, he followed the prompts like we're supposed to. The next day I went to the bank in the morning to set up direct deposit and they told me my account was restricted, but they couldn't tell me why. I called the number they gave me and was told that " Chase bank has decided your account is no longer manageable and they're closing the account. '' No explanation, no warning. They wouldn't let us access our funds, immediately cancelled any and all access to our online profiles, and cancelled our debit cards. We were told that a check would be mailed to us within 7 to 10 business days. Luckily, we were able to access our savings account, which we promptly closed and opened an account at another bank. We have bills, including rent, that will be due most likely before we get the check. It seems that Chase Bank does not care about their customers, but their bottom line. We were told at our new bank that we were the 3rd account that had moved from Chase this week.
Company Response:
State: CA
Zip: 94501
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: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Notification send by email and postal mail from XXXX XXXX at Chase, The notification informed me that they are moving our mortgage from First Republic Bank to JP Morgan Chase on XX/XX/XXXX. The letter clearly stated that we would have no access from XXXX XXXX through XX/XX/XXXX. I checked our accounts after XXXX XXXX as instructed and found the following errors. - Closing balance of my mortgage with First Republic Bank increased without explanation. - I could not locate a statement with First Republic Bank. All statements with First Republic Bank have disappeared and are no longer available online. - The new mortgage account with Chase has a different opening balance than what was recorded as the closing balance with First Republic Bank. - the new mortgage account with Chase has no statements available. On XX/XX/XXXX, due to these errors I asked that XXXX XXXX be informed of this situation and to confirm with me that he had been contacted and that he was aware of the issue. I have not been contacted by Chase since my initial call on XX/XX/XXXX. I called back on XX/XX/XXXX and Chase does not have any updated information, no answers and no confirmation that XXXX XXXX has been informed. No one at Chase can explain the change in the balance of my mortgage and I can not locate my mortgage statements to track the changing balance of the loan. It is now XX/XX/XXXX and Chase is still unable to provide answers or the information requested. The case # for my initial call on XX/XX/XXXX is # XXXX
Company Response:
State: CA
Zip: 94110
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: Closing an account
Subissue: Can't close your account
Consumer Complaint: I went to the chase bank branch in XXXX XXXX XXXX XXXX XXXX, XXXX, NY last XXXX to close my bank account. Its a checking account. The banker who served me is name XXXX XXXX. He just gave me a confirmation that he starts to close my bank account, but XXXX week has been passed I still dont receive any confirmation or notification from chase that my bank account is closed. All my deposit has been taken out since last Monday in that bank XXXX. I sent the banker several emails last week to ask what is going on to my account, the banker refuse to respond to my email since last Monday. I sent an email to the chase bank customer service last Friday to complain about that, the company doesnt reply my email either. XXXX concerned if the bank is going to use my bank account to do any illegal things. I dont understand why he refuse to respond the email of a customer. I also told the banker that card is destroyed last Monday.
Company Response:
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: My parents had a safe deposit box at the XXXX Chase Bank location in XXXX XXXX, Texas. I live in XXXX XXXX, California. After my parents died, I tried to close the safe deposit box. I am the sole heir and had complete power of attorney during their lifetimes. I was on all their accounts, including the safe deposit box. I was told by the XXXX XXXX and XXXX XXXX Chase branches that I could close the box only in person at the XXXX XXXX branch. Time passed. The FDIC instructed banks to start the process of closing safe deposit boxes. JP Morgan Chase in XX/XX/2022 announced it would begin to phase out all safe deposit boxes. I again attempted to close the box. Chase refused. When Chase Bank began demanding payment and threatened to debit safe deposit box fees from my deposit accounts, I again attempted to close the box. Despite my instruction, the FDIC 's instruction, and Chase 's own policy, Chase refuses to close the box. The Chase branch in XXXX XXXX, California where I bank, states there is nothing they can do. The branches claim the only way to close the box is to go to XXXX XXXX, Texas, which is about XXXX miles from my home to close the box in person. This is a problem Chase easily could solve. The Chase policy is a subterfuge to extract fees.
Company Response:
State: CA
Zip: 920XX
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: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Today, XX/XX/XXXX, is when I was standing in line at the gym purchasing a smoothie and my chase card got declined. I go to my XXXX XXXX only to see that chase has suspended this card. I'm assuming this is in response to the claim that I filed 8 days prior for the deposit that locked up the atm. It was XX/XX/XXXX, at XXXX when I deposited {$800.00} and the Atm went red and printed a receipt with a number to call in case my deposit didn't go through. I called and told them about the incident in which they forwarded me to claims. I receive a missing credit the next day and all is well. Fast forward to now, I have {$3100.00} as it stands right now with an upcoming payday on the XXXX, and I have no access to these funds. I need the funds right now, not in a check after an investigation which may take 10+ days. It is not good timing at all, and I really can't afford to be late on payments when I'm finally in a comfortable position. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I can't do business with an entity that regards my frequent deposits as fraudulent. I have the deposit on video, it shouldn't be this complicated. It makes no sense to have a physical address and not be able to do anything but forward me to phone numbers. Chase was able to update my mailing address, that's about it. I was planning on paying rent a day prior to thanksgiving, now I can't even get a smoothie. This is unacceptable.
Company Response:
State: NV
Zip: XXXXX
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: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I am not receiving my Marriott Bonvoy points from Chase to my Marriott Bonvoy account. I have contacted Chase and Marriott but neither one is able to assist me, Chase just says it is linked and you just have to check Marriott, but I would not be calling Chase if I had my points already. This has been going on for the past 2-3 months. I have contacted Marriott as well and they confirmed that the Chase card is not linked and would need to contact Chase to link it. We confirmed that the personal information, name, email, phone number all matches on both sides ( Chase and Marriott ). Every time I call Chase, they claim that it is escalated and has been resolved, but do not contact me of the resolution to confirm if it actually is resolved by me. I am missing over XXXX bonvoy points from chase and a free night award and the elite night credits as well. My statements end every 3rd of the month. I have not received any points since I opened my card in XXXX. I want my Chase Credit card to be linked to my Marriott account and all of my points, elite night credits and free night award to be transferred, if this can not be accomplished, I will need to cancel my card and my XXXX fee refunded as it would be pointless to keep. I also have an error message stating " We couldn't load your Marriott Bonvoy Benefits in the Chase Mobile App '', but the Chase representatives just ignore my concern. I have attached screenhots of my error message in the Chase Application and all of my Marriott Points earned in the past 6 months, which does not show the chase points. Everytime I call Chase Customer Service they say my Marriott Bonvoy number is linked and it is not, it does not show it in my Chase Mobile App.
Company Response:
State: GA
Zip: XXXXX
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: Problem using a debit or ATM card
Consumer Complaint: I was involved in cryptocurrency scam. I followed the ads placed on XXXX to invest into Cryptocurrency. I was direct to XXXX XXXX to communication in a group and with Professors and assistants. The require a deposit to start some continue to ask for more and other won't tell you when its best to not invest and you lose your money. After the money is lost they will tell you your money is too little and request you to add more funds. If you are successful, they will prevent you from withdrawing or won't allow you and will continue to ask to have more funds deposited. Some companies like XXXX and XXXX also know as XXXX have completed deleted the sites. This leave no access to your funds or customer service if they have not contacted you through XXXX XXXX. These companies offering to teach you about investing in cryptocurrency while allowing you to make a one time withdraw of {$100.00} or {$1000.00} to prove you can withdraw. Then on the second withdraw you won't be able to withdraw again. That being said, I purchased most of my investments with my debit and bank withdraws from my Chase account. After realizing that I would not receive what I was purchasing, I contacted Chase Bank. I reported the companies and the date involved. I answered all the questions asked to be told that I could not make a claim on my debit transaction and that a claim could only be made with my bank wire transfers. I received in the mail that no action will be taken and the claim is complete. Other companies or websites involved includes XXXX, XXXX, XXXX, XXXX, and XXXX. The transaction inquiry involved includes 1.Misc debit XXXX {$1500.00} no claim and no action taken per customer service agents 2.Wire transfer XXXX {$3900.00} claim sent and no action taken per mailed letter 3.Misc Debit XXXXXXXX {$5000.00} no claim and no action taken per customer service agents 4.Wire Transfer XX/XX/23 {$900.00} claim sent and no action per mailed letter 5.Wire Transfer XXXX {$1100.00} claim sent and no action taken per mailed letter I have also made a statement and filed a police report and report to the FTC.
Company Response:
State: AR
Zip: 72802
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: Problem using a debit or ATM card
Consumer Complaint: XX/XX/ I made a purchase online at XXXX using my Chase Debit Card XXXX XXXX XXXX XXXX. The purchase was in the amount of {$72.00} XX/XX/ In reviewing my online checking account ledger, I saw two pending fraudulent charges, dated that same day, XX/XX/, the day AFTER I had made a legitimate transaction at XXXX. One transaction was made at XXXX in the amount of {$490.00} The other transaction was made at XXXX in the amount of???. ( I dont have that amount, as Chase Bank erased it from my online ledger before I could record it. I believe it was between {$100.00} and {$200.00}. ) I immediately locked my debit card and called the bank, reporting both fraudulent transactions and requesting a new debit card. I told them that the debit card was in my possession, and that I had not made either of those purchases. The bank cooperated and reversed the BOTH of two debits ( XXXX and XXXX ) on my account, explaining that the reversal was only until they had determined the outcome of their investigation. XX/XX/ I received a letter from Chase stating that they were debiting my account the {$490.00}, ( the XXXX claim ) but they did not state that they had completed their investigation. Nothing was mentioned about the other amount in the fraudulent XXXX transaction. XX/XX/ I called the banks Customer Claims Dept. and reiterated that the transactions were fraudulent. They said they would reopen their investigation. XX/XX/ I received a letter stating that another temporary credit of {$490.00} was being applied to my account while they researched the transaction ( s ) I had reported. Again, no mention was made of the fraudulent transaction at XXXX. They had credited that amount at first and reported nothing to me about any investigation they had done on that transaction. XX/XX/ I received another letter from Chase saying that they had found that the transaction ( s ) was authorized. They again deducted {$490.00} from my account. Which deduction occurred on XX/XX/. They advised me that I could call them to request the information they used for their research. XX/XX/ I called Chase Customer Claims Dept. to request the information they used in their research. I was told that the transaction at XXXX was done with my Debit Card number, expiration date, and security code. I reminded the agent that the card was in my possession on the date of that transaction, and that I suspected that my card info was hacked when I made the XX/XX/XXXX purchase online at XXXX. I reminded the agent that there was another claim of fraud at XXXX, and the agent didnt even respond to that. I believe that Chase Bank has not made a good faith investigation of my claim as evidenced by : 1 ) The bank totally ignoring the claim on the XXXX Transaction, although they did restore those funds, but then never followed through. The XXXX Transaction disappeared from my online ledger and bank statement and has never been brought up by the bank again. This implies that they know it was fraudulent. 2 ) The bank contending that the XXXX transaction was authorized even though it is obvious that the Debit Card information was hacked at the XXXX website the day before.
Company Response:
State: CA
Zip: 93277
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A