Date Received: 2023-10-28
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: My XXXX XXXX XXXX XXXX credit card from Chase required an annual fee after the first year. When the promotional period was nearing its end in XXXX of XXXX, I contacted the bank to see if, in light of my perfect payment history and excellent credit rating, they would consider waiving the fee for a second year. The support rep indicated they could not do this. I indicated that I did not want an annual fee. The rep reiterated that there was no option to waive it. So I asked that my account, which had and remains at a XXXX balance, be closed. The rep did so. I returned to the Chase site to apply for the XXXX XXXX XXXX XXXX card from Chase that has a lower level of benefits but no annual fee. I submitted my application online at the bank 's site and waited. Though I'm an existing customer with an active Chase XXXX XXXX in addition to the XXXX XXXX XXXX XXXX card that I just closed, I soon received an email saying that I need to upload documents to verify my mailing address and date of birth. The email indicated a driver 's license was adequate for both purposes, so I photographed my driver 's license with my mobile phone and uploaded it to the site provided in the email. Again I waited. Next I received another email saying there was a problem with the documents I uploaded and I would need to upload them again. I took another photo of my driver 's license and uploaded it. In addition, I also received a letter in the mail at my home address, which is the billing address on both of my Chase accounts, indicating I needed to provide the same documentation by FAX in addition to providing a copy of the letter itself. The letter said I could send the FAX for free at any Chase Bank branch. After calling to confirm that I did NOT in fact need to send a photo of my driver 's license for a third time, I drove to the branch and asked them to FAX the letter to the number on the back of the letter said requested. Some days later I received yet another letter in the mail indicating that my credit card application had been declined on the suspicion of fraud. The letter indicated that if the application was valid, I should contact the bank. The letter provided two numbers to call, one for fraud specialists and another for a Customer Protection Group. I called both numbers. Both directed me to a general customer service number rather than a team specializing in fraud. On the first call, I was offered the opportunity to provide my phone number for a callback. When I did so, the system asked me to punch in my number but then did not confirm that I had entered a callback number. On the subsequent calls, I indicated I would wait on hold. I was informed that my wait would be over 50 minutes. It was in both cases. When I finally reached a customer service rep, I was told that the only way to get the details about the possible fraud was to check the status of my application, which would require me to again be placed on hold. I pleaded with the rep to not be placed on hold but to simply check the information while I waited. I was put on hold. After another 10 minutes of waiting, I was informed that my application had been approved just within the last few minutes. The card would be on its way to me within the next two weeks. The card has not yet arrived.
Company Response:
State: OH
Zip: 44256
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I applied for a new credit card at my local bank, XXXX XXXX XXXX XXXX, and they stated my application has been unapproved because I have multiple hard inquiries on my report. I do not recognize these hard inquiries.
Company Response:
State: VI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: This complaint is being sent to notify CHASE Card to cease communication concerning the collection of any debts. The company is furnishing information to credit reporting agencies known as, XXXX XXXX, XXXX, and XXXX, without proper authority or consent. Using or attempting to use identifying information of another person without consent or authority is considered identity theft under Federal Law. The company failed to provide me with disclosures to opt out before disclosing any of my personal financial information to credit reporting agencies. As a result, information that has been disclosed to third parties has breached my privacy and damaged my credit rating, which has directly affected my access to credit for personal, family, and household purposes. I have been extremely violated. And I am exercising my rights rights under the Gramm Leach Bliley Act as well as the Fair Debt Collection Practices Act. Despite any " customer agreement '' it is the responsibility of the company to understand and respect the rights of consumers which have been granted by Congress and the Bureau.
Company Response:
State: NJ
Zip: 07032
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I received an offer from Chase that said " Get {$900.00} for both ( an extra {$400.00} bonus ) ChaseTotalChecking + Chase Savings ''. On XX/XX/XXXX at noon, I had an appointment with XXXX XXXX at the Chase Bank branch on XXXX XXXX XXXX XXXX, XXXX, VA. Before opening the account, XXXX and his supervisor confirmed my eligibility for the {$900.00} bonus. However, after the account was opened, I discovered that I would only be eligible for a {$200.00} bonus. Furthermore, my account would not be eligible for any checking or savings bonuses for the next 24 months. Chase and their employees misrepresented my eligibility to the {$900.00} checking and savings bonus. Enclosed is the bonus offer I received from Chase.
Company Response:
State: VA
Zip: 20121
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I was making my car payment by phone because I was late and I send the payment and noticed insufficient funds, unauthorized checks had been cashed against my account draining my funds. I reported suspicious activity to Chase bank and was told they could not help me. I was never notified that fraud was being committed in my account and I.m hoping someone can help with the situation. There were checks from XXXX deposited into my account without my knowledge in the amounts of ( XXXX, XXXX, XXXX, XXXX ) for a total of XXXX and then the funds were fraudulently withdrawn. Chase has not worked with me at all on this, I now have a negative balance of XXXX. I have a child that Im supporting and need help. Im recently new to this country and I am helping family in XXXX.
Company Response:
State: MA
Zip: 01902
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: My car became undriveable, the check engine light suddenly came on and the car began shaking. There is a misfire in one of the cylinders more than likely due to the oil consumption issue these cars have. I have tried multiple times to address this issue and have made several claims to my original dealer that my car is consuming oil at an excessive rate. My servicing department at my current dealer is experiencing staffing shortages making it impossible to get an oil change or any service without it being 4 plus months out. I called immediately once my car began shaking I was told the earliest appointment would not be until XXXX. I tried bringing it to another local dealer but the extended warranty that I bought through the original can not be used anywhere else. So not only am I not able to get my car serviced for basic maintenance, I also can not get my car fixed by anyone else but the same dealership who NEVER has availability.. Please tell me how this is okay. I have a job and a child, I need a working car. Why did I pay for an extended warranty that totals XXXX and my car can not be serviced. So now Im paying for a car that essentially going to sit in my driveway for months! With no possibility of being looked at as someone else has mentioned that their car has been sitting for 3 months with 20 cars ahead of them. UNACCEPTABLE! Within the 1st year of getting this car oil consumption issue and the service department can care less. On top of that Im stuck with a car with negative equity and can not get out of this loan .I NEED SOMEONE TO RESPOND AND FIX THIS ISSUE!
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, at the XXXX ATM on XXXX XXXX ( at XXXX XXXX ) in XXXX, I tried to access my checking account two times with no result. The first try was for {$200.00}. The second try was for {$300.00}. I tried a third time successfully and received {$300.00}. At the time I did not expect any deductions for the first and second try as I had not accessed any cash. I didn't know there was a problem until I checked my account days later. On XX/XX/XXXX, I called customer service. They said they would reverse the withdrawal and they did. On XX/XX/XXXX, I noticed the {$200.00} and {$300.00} were showing as withdrawals. I called customer service again but got no explanation other than, " That's what the record shows. '' On XX/XX/XXXX, I went to the bank in person and told the teller that I money I never got out was taken from my account. He said, " That machine has been giving us issues lately, '' and directed me to the branch manager " XXXX '' ( XXXX XXXX XXXX ). XXXX XXXX called customer service and repeated the same " that's what the record shows ''. I asked him to check the camera footage. He totally dismissed me. On XX/XX/XXXX, I gave XXXX XXXX with the XXXX Police Department the information. He left me a voice message saying he contacted XXXX XXXX, a XXXX XXXX, who said he would call me. I never heard from him. On XX/XX/XXXX, I went back to XXXX and asked for XXXX XXXX, but the manager I'd spoken with before, XXXX XXXX, denied knowing XXXX XXXX. The same day I went to the XXXX Police to ask for a copy of the incident report which took about XXXX days to obtain. It is attached.
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On the morning of XX/XX/XXXX I woke up to numerous notifications of withdrawal from my account and discovered I was locked out of my chase bank account with the thief changing my passwords and phone number belonging to my account I called up chase, and they told me theyll mail out a letter for me to sign. Throughout the days I got different notifications from an app called " XXXX '' I downloaded ( XX/XX/XXXX ) with numerous notifications of deposits and orders. Sensing the danger of the situation, I personally go to the very same XXXX branch I opened my account at and always deposited my money at with supporting documents attached. My chase branch and had an employee attempt to help me, the employee and i went into an office she then typed my information into her computer and saw that there were multiple deposits to XXXX roughly $ XXXXshe went through my account more and saw that another email address was added to the account. The employee calls in the manager then calls a chase agent who would be handling the investigation, agent told me to sign the papers the branch employees give me and they'll fax over the documents for me. The agent tells me he'll be issuing me a new card and that my password would be reset. My new card arrives XXXX weeks later while still receiving XXXX notifications this time i got a notification that a " debit card '' was issued by them but clicking the notification leads to attempting to log into the app my password doesnt work i then message XXXX support explaining the situation their response time were EXTREMELY slow, getting responses every XXXX Hour i at that point knew my information on the XXXX XXXX was changed along with the email which added to the delayed responses. After getting on call with agent to help with my case and password reset he tells me that my account was credited for the stolen funds and that the investigation ENDED. Upon entering my account i see that more deposits were sent to XXXX all the " credited '' funds were taken from my account, upon further investigating, the EMAIL ADDRESS i mentioned along with the chase branch employee earlier of the start of the investigation was still on the account with XXXX and " XXXX '' linked to it. i called up chase fraud department again give them my claim id, im told the case was closed and i couldn't open another because they had supporting documents stating i AUTHORIZED the transactions. i ask the agent for the supporting documents to which he shouted at me over the call and gave a " sucks to be you '' attitude, refusing my demand of the documents and ending the XXXX. i go back and forth with chase support for 2 months. in those 2 months XXXX finally gets in contact with me via phone call, they tell me my email, social security and bank account have all been compromised. i tell him " you left me in the dark for months just to tell me something I've already learned? i then proceeded to ask him about the debit card that was issued by them on my compromised account 's location, he tells me he can't disclose that information as that could affect the investigation but still wanted me to cover the stolen funds in the account!? i refuse, and then the call ends. More of my emails and calls go ignored, then sometime in XX/XX/XXXX XXXX XXXX comes out and States they had a XXXX breach in their systems. They stated in earlier emails that they " restricted '' my account which turned out to be a lie as ive attempted to get into my XXXX account for nearly 2 YEARS. to make a complicated story less complicated, XXXX eventually " Restored '' my account temporarily i check the history in the account and all the transactions linked to my chase accounts including my savings appeared including some of the purchases the theif made in PERSON at a store location in California with a number attached again, the location of where the card was shipped isnt shown. i screenshotted as many things as possible after i requested robinhood support in the app to ask for the debit card location my account was later closed. i went to file a police report with the evidence i had but was told they cant investigate something out of state. with the massive financial XXXX I've had to suffer from a lazy fraud investigator at chase i became paranoid periodically checking my chase bank account and went through it more thoroughly and found that another DEVICE was linked to my account with a phone number linked to my savings account and also found that since an email and phone number were added to the account you can swap them and make one the default for all notifications and emails, noticing this i realized my account was still in danger and it turned into a race of taking out the remaining money in my account. it took me all but XXXX mins to go through my account and find it was compromised, and yet a paid chase fraud agent couldn't see that. As i spent the next few days withdrawing the remaining money in my account chase and calling chase support over and over to explaining my discovery on the account they later on CLOSED my account without Notice and even put some kinda block on my credit to prevent me from opening any bank account while Still sending me letters to pay them from an overdraft account that they knowingly admitted to being compromised but still wont stop. The extreme negligence from a chase fraud agent along with chase bank putting me into financial XXXX has caused me SEVERE emotional distress that lead to constant suicide ideations. Imagine having {$75000.00} of 1516 years of hard work, sacrifices and future planning for a new home and a XXXX for a medical condition be taken away from you and then discover that your stolen money and unemployment benefits was used for lavish purchases in a state of California while you suffer barely able to pay your bills and afford to eat?
Company Response:
State: NY
Zip: 10463
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/2023 I received a text from Chase Bank alerting me to possible fraudulent activity on my debit card. Looking at the details of the transaction and being aware that I had not made it, I replied 'NO ' to an auto-prompt to cancel my card. At this time I realised that my card was lost/stolen. XX/XX/2023 Looking through my online statements I saw three additional transactions that were not authorised by me and had occurred prior to my card being cancelled, at a total of {$420.00}. ( These were three in-person transactions, two at a XXXX XXXX and one at XXXX XXXX XXXX XXXX ' all in XXXX XXXXXXXX, WA dated XX/XX/2023 XXXX I live/was in XXXX, WA in the weeks preceding these transactions ). I called Chase Bank and reported the fraudulent transactions and a claim was opened. XX/XX/2023 I received a letter from the bank ( notice date XX/XX/2023 ) that the charges had been investigated and found that 'the transaction ( s ) was processed according to the information you provided or was authorised '. I immediately called the bank and explained that this was impossible and requested they re-open the case. I was told that the money would not be credited and it is up to their discretion should they choose to investigate further. I requested further information and was not given any. I immediately filed a police report over the lost/stolen card and fraudulent transactions.
Company Response:
State: WA
Zip: 98119
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I called Chase Card Services on XXXX XXXX, XXXX and told the XXXX to pay my entire balance on my card that day via a link to my checking account. Around XX/XX/2023, I got my next monthly bill from Chase and found there was a late charge and penalty because my XXXX XXXX purportedly wasn't paid. I spent hour on the phone fighting with various persons at Chase telling them the Chase agent was at fault, that she was clearly directed to pay my bill immediately, not a month later. I paid both my XXXX and XXXX XXXX but refused to pay the late fees. Chase reviewed my case, determined I was correct and their rep was at fault. They removed the late fees. I asked a supervisor if Chase sent negative information about this later payment to the XXXX credit bureaus. I was told they did not. Negative information is only sent if a payment isn't made for two months, not one, was the information I received. I sent a letter of complaint to Chase asking them how this could have happened and why I should trust their customer service people to EVER make a correct debit to my checking account again. Chase responded with a letter that answered none of my questions. The letter was vague and unclear but seemed to indicate they might have sent negative information to the credit bureaus. I contacted the woman at Chase Executive Services who was assigned to my account. I have now called her 15 times. She is never available. I told her voice mail what dates and time I am available ( I have a job and can't answer a cell phone at work ). She called me back once, during a time when I told her I was NOT AVAILABLE. I finally asked for a supervisor to call me. XXXX never did. I called again and asked for a supervisor, gave the times I was available. He also called me during a time I was not available! I have written Chase two letters ; none of my questions have been answered. I don't know if they have contacted the credit bureaus or not because I'm getting conflicting information from them. They won't call me ; they ignore my letters. This is unacceptable. I'm left in the lurch because they have poor staff who aren't trained well. Their errors becomes my problems, yet they won't talk to me.
Company Response:
State: NY
Zip: 138XX
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A