Date Received: 2023-11-21
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: I filed an insurance claim in XXXX. I received the claim check in XXXX. I endorsed the check from XXXX XXXX and sent it to XXXX XXXX. In that time XXXX XXXX sold my loan to Chase Lending. I sent in the endorsed check XX/XX/XXXX. The loan transferred XXXX. I specifically asked if it would be an issue to receive the check back from them since they were selling the loan. They said no. After XXXX business days passed after XXXX XXXX received my check I called to check on the status of the check because we needed to replace the roof from hail damage. XXXX indicated that they now have nothing to do with me since Chase took over the loan. I called Chase Lending. They told me it was XXXX XXXX 's problem. Caught in the middle I made many phone calls night after night trying to get to the bottom of the situation. After weeks of phone calls Chase and XXXX XXXX got on the phone together with me. XXXX told Chase that the check was sent to them the week before. Then a week later, after it had not yet been received I called both of them back again. Finally XXXX XXXX provided a wire transfer number that occurred XX/XX/XXXX. I gave this information to Chase. Chase researched this and told me they had no such record of the transfer. Here we are XX/XX/XXXX and I still have no resolution. The roofer installed the roof and completed the work XX/XX/XXXX. He is requesting payment and I still have no check back from either of the mortgage companies. Everytime I call I get the same answer, that they are working on it. I do not know what to do. I feel like they essentially stole the money and are refusing to accept responsibility for the misplacement or loss. Please help me. It is a lot of money and I can not continue my insurance claim until the check is received and the home requires more repairs.
Company Response:
State: MO
Zip: 63128
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: Problem using a debit or ATM card
Consumer Complaint: My name is XXXX XXXX and I live in XXXX CA XXXX. I am XXXX XXXX XXXX and in excellent health and am fully mentally capable.Among other things I have a XXXXXXXX XXXX XXXX from XXXX as well XXXX from XXXXXXXX XXXX and am XXXX XXXX XXXX XXXXXXXXI mention this simply to establish my mental acuity. On Saturday, XX/XX/XXXX, I went shopping with my son, as we usually do on weekends.Since I no longer drive, I rely on my son who visits on weekends from XXXX XXXX ( about an hour-and-a-half commute ) to drive me around to do my errands.As we were paying at the checkout counter of one of the stores, we discovered that my Chase debit card no longer worked. We tried it several times at several different stores and each time the card was declined.Once we arrived home, we called the bank only to discover that the card had been cancelled and that my bank balance was significantly lower.It was evident that my account had been compromised.As it was a government holiday ( XXXX XXXX ) we had to wait until Monday to contact the Chase Customer Fraud line. On Monday XX/XX/XXXX, we called the Chase Customer Service line and were informed that beginning XX/XX/XXXX, charges were made using the debit card ( which we still had in our possession ) in XXXX XXXX NV. Please note that I have always been in possession of my debit card, have NEVER used an ATM machine to withdraw cash or make deposits, and for the last year have never used my credit or debit cards without being in the presence of my son XXXX, since he is the one who takes me to stores where the cards could be used.I DO NOT buy anything online ever, and none of my credit or debit cards are stored online or are attached to any online retailer sites. When we asked the Chase Bank fraud representative about my account details, we discovered that the account address was incorrect and had been changed to an unfamiliar address The email address had been changed to a similar but fraudulent address ( XXXX instead of my correct email address XXXX ) The account phone number had also been changed also incorrect We also told them that I never received my XXXX bank statement, which would have alerted me the fraudulent charges.Unfortunately nothing can be done via phone in regards to customer service at Chase Bank.Everything must be done online, including making appointments at a local branch or requesting statement copies.Since my son lives in XXXX XXXX, and is not always able to visit each weekend, I can not follow up on these tasks alone.I also depend on my son to collect my mail from the mailboxes located on the XXXX XXXX, which is located a fair distance from my house.I suffer from XXXX and XXXX so walking to the mail boxes is not an option. Upon conclusion of our call with the Chase Fraud line, we were told that 2 claims would be filed : Claim # XXXX for {$8600.00} Claim # XXXX for {$960.00} During this same call on XX/XX/XXXX, I also specifically verified my correct account details with them ( home address, email address, phone number ) and they assured my that these would all be recorded and changed immediately. We were told that funds would be reimbursed into my account within 2-3 days, and that I should visit my local branch with 2 forms of identification to verify my account details in person, although they said it was not absolutely necessary. On Wednesday, XX/XX/XXXX my neighbor was able to drive me to my local Chase Bank branch at XXXX XXXX XXXX, XXXX CA, XXXX since my son was in XXXX XXXXAfter a lengthy wait, I sat down with a customer service person, XXXX XXXX, and was informed that the claims had been denied and that no reimbursement was to be made. On Thursday morning XX/XX/XXXX, I called The Chase Fraud line again to dispute the matter.We were told the two claims were closed on XX/XX/XXXX because a chip was used and a pin was used.I reiterated to them that I was still in possession of my debit card and that I havent been to XXXX XXXX in many years and certainly not in this last XXXX.Ultimately we were connected with the supervisor of the Escalation Team, a XXXX ( he said he was not allowed to provide his last name ). We explained again to him that -I was still in possession of my debit card -I have never used an ATM machine -I was not in XXXX XXXX any time this year -my account details were all changed and thus I never received any fraud alerts which would enable me to respond to this situation more quickly A quick review of my spending activity over the past year ( or two ) shows that -I only uses my debit card in XXXX CA -my purchases are generally small amounts and in usual places XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX -I never makes cash withdrawals at an ATM machine The supervisor asked to put us on hold, and then returned and said that due to certain facts, he was going to reopen and reevaluate the claims and that we should have an answer within XXXX business days.He mentioned also that the card was cancelled on XX/XX/XXXX because fraud was suspected. On Saturday, XX/XX/XXXX at XXXX my son and I visited my local Chase Bank branch at XXXX XXXX XXXXXXXX XXXX XXXX CA XXXX XXXXWe met again with XXXX XXXX and asked for a copy of my XXXX bank statement so we could have details of the fraudulent activity.This is the first opportunity to see a list of the actual fraudulent charges made. We also requested that my son, XXXX XXXX, be made co-owner of the account so that he can help pursue this matter more efficiently and speak with Chase personnel on my behalf, as well as monitor the account activity in the future.We both provided a drivers license and a passport as identification. At that time, we also asked XXXX XXXX the bank customer service person to verify my account details that were supposed to be changed.We were shocked to discover that NONE of the fraudulent information had been changed yet, despite the assurances made to us many days earlier. -account address was listed as XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX ( not my address ) -account email was listed as XXXX XXXX XXXXXXXX ( my email is XXXX XXXX XXXX -account phone number was also incorrect WE know NO ONE in New York and email and phone are completely unfamiliar. AS of that time, XX/XX/XXXX, XXXX PST, no reimbursement of the stolen money had been made. We established that no account details can be changed except at the bank in person. Chase Bank has a responsibility to take special care of their elderly account holders who rely on their bank to ensure the safety of their hard-earned savings. I have kept my money at this bank for many years and in that respect has contributed to the well-being of the institution. So it is only fair that Chase Bank take care of a valued customer in this instance. XXXX XXXX -- -- - Below are details of charges made on my debit card. as you can see, I made legitimate purchases on the same day in XXXX CA as the fraudulent charges were made in XXXX XXXX NV. How is this possible when I have remained in XXXX CA for the whole month of XXXX? XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92504
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Loan estimate or other related disclosures
Consumer Complaint: After applying and getting pre-approved, Chase refused to provide an official loan estimate Sunday XX/XX/XXXX.
Company Response:
State: CO
Zip: 81301
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 a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Had the parking garage wrongly that charge my card for parking that was supposed included in the rent. The leasing office confirmed this was the case but had to deal with the charge myself because it was a 3rd party. They never responded to a single email and dont answer the phone. I dispute the charge and explained the situation and that I need the charge disputed. Then I get a call 4 weeks later saying they didnt start investing and that they refuse to contact the merchant because they felt my proof my insufficient. They want a receipt. A receipt for what? A transaction that didnt place. The entire they tried to transfer me to someone else before just hanging up me outright. This is the last time I used chase for anything. They offer no purchase protection. Their dispute department is intentionally rude and that dont care at all about the customers. Last time I made a report some guy with a staticky phone, probbally intentionally, asked me to email documents to an email that didnt exist before never following up on it again and no way to call them back. I expect this to be the same. Ive banked with chase since XXXX. XXXX never using their services again. If you have a chase on file with someone be careful they dont accidentally charge you for something because their dispute team will do nothing but waste your time before hanging up on you.
Company Response:
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023, Amazon returned two charges that were not supposed to come out of my account the week prior. Chase is flat out refusing to reverse the overdraft charges that were associated with those charges that were reversed. They also are refusing to reverse the following two overdrafts that would have been prior to me being over the {$50.00} cushion once Amazon reversed the two charges. They have withheld this money for going on three weeks now and are lying about the whole situation. I originally disputed one Amazon charge but then called Amazon and they gave me both charges back so Chase took that original disputed charge back out of my account but returned only one overdraft fee. There is still one overdraft fee attached to one returned Amazon charge that hasn't been returned to me, and one other overdraft fee attached to another charge that should be returned due to their " cushion '' allowance. They have made it where I can't take any screenshots of what I'm seeing on my app and change what is showing on the notification or letters tabs depending on if I've emailed them about this. They also have shut my debit card off where there is no more cushion allowance on my account. They've essentially held these fees for almost three weeks causing my limited income to be even less. I went two weeks without any money due to them keeping a whole deposit to pay for their bogus overdraft charges. Then they cut into a third of my deposit this week and cut my card off where I don't have any cushion which is fine as long as they returned the bogus fees from two weeks ago but they haven't done that. I'm tired of trying to work with them when they're bound and determined to keep fees that I don't owe to them. I tried to download my banking statements but they show a XXXX once finished with the download so I've got no way to send them to you to be able to prove what is going on. I've tried to download them for almost a week now. Chase is also holding direct deposits for over two days instead of putting them into accounts the day they receive them. I may see the deposit on my end in the app but it's really not going into the account for at least two days after it's seen on the app. This makes debits total more than deposits in the account. I think this triggers overdraft fees but maybe I'm wrong.
Company Response:
State: KS
Zip: 67216
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: Received freedom unlimited card today XX/XX/2023 and never applied for it. Once received I contacted companies fraud department to close account.
Company Response:
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: Good Afternoon, On XX/XX/2023, I received an email from Chase Bank mobile stating congratulations your new credit card was approved, Chase Freedom Unlimited card ending in XXXX.
Company Response:
State:
Zip: 48234
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Iv already tryed to resolve this but since it's not my account I can't get any help. Iv tryed to resolve this irs too. I have proof that it was deposited into someone else account. Why would it be deposited into a account that wasn't mine..
Company Response:
State: NM
Zip: 88030
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On.XX/XX/XXXX I sold a car to an individual. They wanted proof of purchase so she asked to meet at Chase Bank to get a Cashier check. She went inside bought check and gave it to me. I then went in to cash it they said I need to deposit it ( I wanted cash ) so u tried to mobile deposit thinking I would have access to the funds immediately, and it said I would have to wait 1-2 days so I then went back into the bank and told them what I did. They assured me that the check was canceled and that I could deposit it with them and have access to the funds XX/XX/XXXX. I have yet to receive the check. They are telling me to contact the person that gave me the check, which I did. They are still sending me in circles.
Company Response:
State: TX
Zip: 76706
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XXXX XXXX XXXXXXXX, I checked out in XXXX XXXX on XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, SC. The same day I checked in in another XXXX XXXX in XXXX, GA for 7 days. I spent a little over XXXX months at the XXXX in XXXX, I used to pay weekly. While I am in XXXX, XXXX XXXX in XXXX got XXXX USD on my account for the same week of XXXX to XXXX of XXXX. I discussed that with my bank and they reversed the money. Recently, few weeks ago, when I verified my account, I see that XXXX XXXX got the XXXX again. I reached out to chase customer service, I spoke to different agents for a period of two weeks, they requested documents which I provided. At the end of the day they told me that they could not do anything because the merchant said that I checked out on the XXXX of XXXX. I don't have support of that, I requested proof they didn't provide to me but I have my statement from the XXXX XXXX in XXXX where I was, I have my bank statement where I pay extended Stay in XXXX for XX/XX/XXXX to XXXX. I also have the reservation that will be attached herein. They wrongly got my money and the Bank agreed to give my money to the merchant.
Company Response:
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A