Date Received: 2023-11-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, XXXX ( XXXX ) separate transfer transactions whereby a XXXX party criminal transferred over {$85000.00} from my savings account to a bogus saving account and Chase Bank let it happen. On XX/XX/2023, this criminal again transferred over {$8800.00} from our Chase Checking account, again nothing from Chase, no notification no alerts. This criminal impersonated me walked into a Chase Bank branch and authorized the 9 transactions, Chase Bank did nothing. This person was not me, I did not authorize the transactions. This criminal wiped out of our life savings. Chase has done nothing. We contacted the Fraud department of Chase and Fraud department agreed the transactions were not ours. We contacted the Claims department of Chase to open a claim and first were denied be able to request a claim, we called Fraud back and Fraud indicated claims would be taken. Two separate claims were taken one for checking and one for the savings. Chase Claims denied the checking claim indicating the transaction resembled the history of transactions, which it did not. We never transferred {$8800.00} to any savings account. We filed a police report indicating all of the thefts. Chase Bank seems to be only in it for its own profit and not looking out for the consumer. the accounts are insured yet Chase refuses to give our money back.
Company Response:
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: Commencing on or about XX/XX/2023, I fell victim to two multi-layered scam operations run by XXXX which involved me making deposits for a total amount of XXXX USD from my Chase Bank account to fraudulent investment firm ( s ).
Company Response:
State: CA
Zip: 91607
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Incorrect and illegal late payments reporting in violation of FCRA ), 15 U.S.C. 1681
Company Response:
State: NY
Zip: 10550
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX, the NJ division of taxation advised me I did not submit a tax payment in XXXX. On XXXX I provided a copy of the check from my XXXX account that was cashed. On or about XX/XX/XXXX. I complained to my state senator who in turn contacted Nj division of taxation. Nj division of taxation requested that I ask XXXX XXXX where the check was cashed. Trowe price advised me the check was cashed by JPMorgan Chase and provided the routing number. JP Morgan Chase cashed my check which was NOT properly endorsed by the Nj Division of Taxation. New Jersey does not cash checks through JPMorgan Chase. It uses XXXX XXXX XXXX JP Morgan Chase does not respond to my calls because I do not have a checking account with them. They owe me {$2200.00}. Plus approximately {$200.00} in interest penalties that I have to pay NJ Division of taxation. PLEASE NOTE I DO NOT HAVE A CHECKING ACCOUNT WITH JP MORGAN. They improperly cashed the attached check which was payable to the NJDivision of taxation not to the individual or entity which endorsed the check.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: In XX/XX/2023 I was admitted to the hospital with a tear in my XXXX. I attempted to chat & email chase at the time. I could not call from the hospital. I was there XXXX weeks. I then had to continue recovery at home. It was XXXX weeks and then I could return for light duty. I emailed chase bank at least XXXX times through the secure messaging center. I never did receive a reply. Meanwhile I was trying to stay afloat and pay my bill. All I needed was to skip XXXX month & have my fees removed then we had XXXX hurricanes back to back. Everything was shut down & again no work. Chase still charged us late fees through this time. Even when we did not have power in our home, we were charged late fees! Well today they finally told us theyll remove the fee for XXXX but they cant do anything else. All I am trying to do is catch up my account & keep it from going over 30 days late. I keep paying the payment that gets sucked up in late fees & interest. If theyd just remove all those fees my card would not even be over the limit at all. I technically only missed one payment but the fees have made it near impossible to catch up. I just need them to skip one payment & remove the fees. I will continue to pay my payment & work on my account as I always have. They just refuse to work with me. Im unsure why as until this, my account was always paid on time. I never asked for a thing until now.
Company Response:
State: FL
Zip: 33756
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: Consumer Finance Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX To : Consumer Finance Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dear Sir or Madam of CFPBs Complaint/Dispute Department , I would like to draw your attention to the complaint letter of XX/XX/XXXX - I sent it for your attention, in which I clearly stated how I was affected personally, psychologically, and financially by the scam in which XXXX failed to protect my funds. However, it is over 30 days and I have yet to receive a response regarding my claim. I wish I can do anything to get this complaint done or get a resolution as soon as possible, seeing as the issue at hand is a matter of urgency for me. My complaint is against XXXX which did not do its job properly ( could not prevent/foreseen fraud and could not conduct a proper investigation ) and not against the vulnerable customer who fell victim and lost all the savings due to the misconduct of XXXX XXXX and other banks do have a duty to protect customers against the risk of financial loss due to fraud and/or to undertake due diligence on large transactions to guard against the aforementioned fraud. Your prompt attention to this matter would be greatly appreciated! Kind regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Consumer Finance Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This is to complain against XXXXXXXX XXXX URGENCY : HIGH IMPORTANCE : HIGH [ WITHOUT PREJUDICE ] I wish to practice my right as a customer of XXXXXXXX XXXX to use your organization 's service, seeking a formal, impartial investigation to amicably settle my dispute with XXXX XXXX In order to clear up the letters and correspondences I have hitherto sent to XXXX XXXX respecting my complaint, I believe it will substantially strengthen both my case and your understanding, by taking a deeper look at the happenings of my case and analysing the relevant facts in an objective and comprehensive fashion. It is crucial to note that I have been manipulated, socially engineered, and coerced to engage these fraudulent criminals. Much to my embarrassment, I recognize that I am the victim of an investment scam. My complaint to the CFTC has arisen as I do not consider, by any stretch of the imagination, the conduct of XXXXXXXX XXXX to be commensurate with their legal role and responsibility to their customers. They sell a service to look after their customers, and protect their money and are a financial institution that maintains a traditional relationship and way of working with its customers. During the complaints process with XXXX XXXX, I found their communication ineffective, which further hides their conduct to management and diminishes the service offered to their clients. They are struggling to adapt their business offering in the ever-changing world of IT development. The internet is presenting a real problem that they choose to manage in a way that is not in line with the rules and regulations of CFTC as well as their own internal policy and procedures sold to their clients. General Obligation : Commencing on or around XX/XX/XXXX, I fell victim to a multi-layered scam operation run by XXXX which involved me making deposits for a total amount of XXXX XXXX from my XXXXXXXX XXXX account to the fraudulent investment firm. When determining whats reasonable and fair, we should focus on the issue of liability ; common queries include, but are not limited to, the following ( i ) whether XXXXXXXX XXXX did not take notice of any rule, law, or regulation, and/or possibly missed any material elements of the relevant bylaws or codes of conduct, that may have prevented them from protecting my financial safety ; ( ii ) whether by virtue of XXXX XXXX custodianship over my funds or by its control over them, they owed a fiduciary duty to the me and if so, whether that duty was breached ; ( iii ) whether XXXX XXXX promoted the transactions in question despite being aware of the nature of the transactions in question ( iv ) whether XXXX XXXX was in compliance with its own policies and procedures ; ( v ) whether XXXX Bank owed duties to myself, what the scope of those duties was, and whether XXXXXXXX XXXX did not uphold those duties ; ( vi ) whether Chase Banks conduct Page 2 of 5 XXXX XX/XX/XXXX was unfair ; and ( vii ) whether XXXX XXXX has within its power the ability to, and should, compensate me for the harm that has befallen me. Upon identification of such unusual or suspicious activity, it is crucial that the relevant staff member adequately describe the factors making an activity or transaction suspicious, thoroughly depict the extent and nature of this activity and properly communicate to the customer that such activity meets the relevant criteria of fraud. In providing its services to a customer, a financial institution is required by law to exercise the care and skill of a diligent, prudent banker. In this case, this means that the payment service provider should not turn a blind eye to known facts pointing to a real possibility that their customer is being scammed. In other words, XXXX XXXX must have had special knowledge of what was occurring or been alerted to a real possibility of fraud taking place. The financial institution must have known or reasonably ought to have known that I was dealing with a scammer. Granted, there is room for diversity of view insofar as reasonableness is concerned. Indeed, there is a sense in which the standard of care of the reasonable person involves in its application a subjective element. However, it must be remembered that the correct test is always reasonable care in all circumstances, not average care. The fact that most people behave in a certain way may be good evidence that the conduct is reasonable, but this is not necessarily the case. Although reasonableness is a very fluid concept, all of the evidence suggests that XXXX XXXX did not foresee the fraud and disregarded even the most obvious dangers in this respect. Situations do tend to repeat themselves and it is advisable to examine previous outcomes to see how the standard of the reasonable person should be applied, and that lessons can be learned from the errors of the past. XXXXXXXX XXXX Position : They choose to completely ignore the dispute letters and have never informed me nor have they done the investigation. I no longer have a choice but to turn to you for help and justice. Refuting XXXXXXXX XXXX arguments from a purely logical perspective : While I am appreciative of XXXX responses thus far, I have to admit that, to me, they do not seem nearly sufficient. A bank of XXXX caliber, in my opinion, should provide its clients with thorough responses to their complaints. XXXX XXXX position is that the features of the situation at hand do not generate a genuine obligation to protect innocent and helpless victims ; they are essentially arguing that common-sense-based approaches are doomed to fail, leaving their exclusively technical account of the subject matter as the only meaningful choice. For reasons which are unclear, this extremely serious situation barely gets the attention it deserves even though ample evidence has been offered in support of this complaint. In XXXX XXXX view, it is implied that we should not home in ( and consequently rely on ) unwritten laws, practicality, good judgment, reasonableness, sharpness, sensibleness, past outcomes, and insight when taking appropriate precautions. To underscore, once again, such views are at odds with common sense and are wildly irresponsible. Page 3 of 5 XXXX XXXX XXXX Imagine a view according to which the one and only thing that can make XXXXXXXX XXXX morally obligated to do something is having it written down somewhere. Pursuant to this view, if XXXX XXXX encounters the suffering of totally naive victims, they are only obligated to intervene in or remedy the situation, to the degree required by written material. This is unbecoming for a reputable establishment such as XXXX XXXX I have reviewed the material hereto sent by XXXXXXXX XXXX carefully, and it, unfortunately, provides no response to my fundamental argument concerning the degree of care. Given its size, influence, and the resources at its disposal, this establishment clearly had a far greater capacity than an individual such as myself had, to determine the level and likelihood of risk that a client such as myself is subjected to and had a duty to intervene as they now do to query in particular out-of-pattern transactions of this kind. It is perfectly obvious that XXXX XXXX, inadvertently, employs a subtle approach in addressing some of the key questions in a manner that neither provides me with adequate support nor protects anything other than its own interests. It is XXXX XXXX here, who has the burden of proof, to show that it has exercised the duty of care, that is to say, that XXXX XXXX adhered to a standard of reasonable care in relation to the matter at issue given its extensive experience compared to mine. It is XXXX XXXX that claims that the damages which I have suffered in connection to this matter have not been reasonably foreseeable and that my proposed degree of care is not, and has not been, commensurate with XXXX XXXX capacity, experience, expertise, or scope of services in any way. To re-emphasize, XXXX XXXX indisputable overriding purpose is by no means to purely execute transactions in a blind and blank fashion, but rather to strike a balance between executing those transactions and capitalizing on its undeniably vast capabilities to protect consumers thereby enhancing market integrity. Apropos of the fluidity of the concept of reasonableness, all XXXXXXXX XXXXXXXX has done in this regard is set up a dichotomy of having or not having the legal obligation under consideration, however, that does not go one-inch toward explaining why various regulatory authorities, have maintained that financial institutions can, and should, protect consumers using their systems, advanced technologies, and rich experience. XXXX XXXX is obliged to take some action if it is sufficiently aware of a real possibility that fraud may be being perpetuated. If you don't question its customers instructions or raise the possibility of a scam with the customer in these circumstances, it may be liable if the red flags indicate the customer is : particularly vulnerable, or if the possibility of fraud was serious or real, not just suspected. There are some recommendations to organizations for protecting customers from financial harm that might occur as a result of fraud or financial abuse ; and gives guidance on how to recognize customers who might be at risk, how to assess the potential risks to the individual and how to take the necessary actions to prevent or minimize financial harm. These recommendations are established as a general principle, the organization should deliver a service that : 1 ) Takes a proactive approach to minimizing risks, impact, and incidences of financial harm and it sets out systems and tools for the prevention and detection of fraud and financial abuse. As a general point, it says organizations should ensure that all systems are developed using technologies and methodologies that are effective in the prevention of fraud and financial abuse, through authorized and unauthorized payments, thereby minimizing the risk of financial harm to customers. Regarding the detection of fraud and financial abuse, it says the organization : A ) should have measures in place across all payment channels and products to detect suspicious transactions or activities that might indicate fraud or financial abuse. It then lists the following examples of suspicious activity on customer accounts : a. multiple chequebooks ; Page 4 of 5 XXXX XXXX XXXX b. sudden increased spending ; c. transfers to other accounts ; d. multiple password attempts ; e. logins from new devices, multiple geographical locations ; f. sudden changes to the operation of the account ; Unusual transactions are transactions whose amount, characteristics and frequency bear no relation to the economic activity of the customer, exceed normal market parameters or have no apparent legal justification. g. a withdrawal or payment for a large amount ; h. a payment or series of payments to a new payee ; i. financial activity that matches a known method of fraud or financial abuse. B ) organizations should have a process in place to ensure that staff makes contact with the customer to verify the financial activity, challenge its authenticity, explain the nature of the suspected or detected fraud, and discuss an appropriate plan of action. XXXXXXXX XXXX is yet to show, or otherwise provide me with, a compelling argument that their wide-ranging experience and wealth of specialist knowledge in detecting transactional anomalies were not sufficient to avert the fraud at issue. By contrast, I have provided a multitude of sound and powerful reasons by which requiring their involvement has not only been pressingly relevant but also eminently reasonable and well-justified. Rather than empathizing with and undertaking substantial efforts to convey their knowledge of the existence of such regulations abroad and thereafter use it to protect and proactively relieve the plight of consumers who have been cheated out of their money and whose role in society is properly fulfilled, positively contributing to local economic growth, development, and sustainability XXXX XXXX adopts a rather insouciant attitude toward my financial predicament portrayed herein. I am deeply convinced that the disastrous results that I have previously elaborated upon will continue to ensue if no responsibility is adopted by XXXX XXXX in relation to this matter. I have also thoroughly detailed why they can not simply dismiss this problem by strictly adhering to legal technicalities which, after careful reflection, struck me as being nothing more than self-interest. Indeed, it seems to me utterly unfair to disregard fragile, sensitive, and vulnerable consumers who are afflicted by such allegedly malevolent acts, thereby keeping an unjust status quo that is corrupting our society at its core. Conclusion : Based on my analysis, and as confirmed by various authorities concerned with such matters, there is abundant evidence that forwardthinking financial institutions ought to take reasonable steps to forestall fraud, or at least mitigate its risk by using an effective risk management system, demonstrating their undisputed ability to responsibly and pre-emptively respond to questionable transactions in the digital arena. The use of such systems, largely based on newly adopted technologies aimed at effectively navigating the evolving threat landscape, is only one of a number of possible endeavours undertaken in this connection, alongside the application of past knowledge and experience related to popular fraudulent practices. Page 5 of 5 XXXX XX/XX/XXXX Astonishingly, I am pondering how it is that, despite being shown that XXXXXXXX XXXX business conduct was insufficient insofar as background checks are concerned, they keep refuting their indisputable role and responsibility in connection with the matter herein discussed. The points that I have hitherto made are too crucial to be taken lightly. XXXX XXXX non-observance of the fundamental principles of justice that is, to completely overlook and not even remotely try to mitigate the suffering of vulnerable consumers is inexcusable given the size of the establishment and the vast resources at its disposal as the direct result of the patronage of clients like myself. If it was, indeed, solely my responsibility, we must then believe at least one of the following clauses : a ) financial institutions have absolutely no role whatsoever in preventing and detecting fraud, b ) the fraud in question was not reasonably foreseeable, or c ) the transactions in question were not sufficiently alarming. It is extremely unfortunate that XXXX XXXX pushes quite hard for me to believe all three of these thingsdespite evidence to the contrary. In summary, I respectfully ask your organization to consider my points, given your personal and companywide obligation to provide a fair and reasonable investigation into the complaint. I look forward to your input and would gladly cooperate to reach a fair and reasonable outcome. Thank you. XXXX XXXX XXXX XXXX
Company Response:
State: CT
Zip: 06704
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I used points from Chase Sapphire Preferred card to book a rental car for my trip to XXXX from XXXX. The booking was done through Chase Booking Team. When the booking was almost complete, I was very specific about the type of car ( SUV ) and that I wanted to use my points to fully pay for the car so that I will not have to face any additional charges when picking up the car at the destination and was told during the booking that all is set and I still had almost XXXX points left. It turned out that the car I booked was different than the car I was promised, in addition, accessories like child seats were not installed as promised and in addition, I was charged daily insurance rate for the car in the amount of around XXXX Euros ( {$730.00} ) even though insurance was included, however, rental car representative stated that if I do not purchase insurance policy with them, I will be responsible for any damages to the car. The car that I picked up could not fit all luggage and I had to use second car in order to accommodate the inconvenience caused ( bring 2 other luggage which did not fit into the rental car ). The rental car took place from XX/XX/XXXX to XX/XX/2023. After several months of back and forth with Chase Booking Team, and only thank to the XXXX complaint, I finally heard back from Chase and was informed that Chase will not address the charge for the insurance as that was supplement insurance even though thats not what I was told by the representative from the rental company XXXX. Further, chase offered XXXX points to accommodate for different car being offered and customer service issue with the child seats not being installed which I believe is not sufficient.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: This company I had been with for years has went into my account and checked my information and denied me for credit. They call me all the time once I got them caught up from loosing a job in XXXX.I don't want this company checking anything on me, my account is supposed to be froze and they still got into after the fact I said no.
Company Response:
State: LA
Zip: 71203
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There was a hard inquiry on my my credit report. JPMCB card services inquired about my credit and I have not applied for credit. This occurred on or between XX/XX/XXXX and XX/XX/XXXX. Chase credit card.
Company Response:
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX XXXX XXXX I received a Chase business card in the mail and a copy of a cancelled check for over {$43000.00}. I automatically contacted the bank because I don't bank or own any business accounts with Chase. Just to be clear, I don't have any business banking accounts. The bank refused to close the accounts until I provided proof of my identity which included social security number, date of birth, full name, address, and the name of my employer. I found this interesting because this information was not provided when someone opened the accounts. I explained what was going on and ask for further information and was told to mail in a copy of my ss card, and photo ID to a XXXX XXXX XXXX. From XXXX XXXX XXXX until XXXX XXXX XXXX there has been XXXX fradulent accounts opened with Chase bank under my name. There has been no bank inquiries on none of my credit reports for business accounts. One of the accounts was opened in a brach in which they refuse to provide the information Chase refuses to provide any evidence for me to file a police report until after they have completed their investigation. After speaking with branch employee in person, I was informed this has been a frequent occurrence with Chase online accounts due to lack of security measures. I will be seeking assistance of an attorney, due to the negligence of Chase bank and the number of accounts the person was able to open after flagging the initial account.
Company Response:
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A