Date Received: 2023-10-22
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I requested they correct the escrow analysis to reflect the correct taxes due. They have completed the escrow analysis and my account still shows the higher taxes due for the XX/XX/23 and XX/XX/23 payments due. I have paid a mortgage payment of {$1400.00} on XX/XX/23 and they sent me a letter stating that they can not apply the payment and that its in suspense until I pay the complete amount that they are charging me. My mortgage will be transferred to chase bank on XX/XX/23 and is currently being handled by XXXX XXXX XXXX XXXX that have told me they have taken care of the situation but the mortgage statements dont reflect the corrections to my account. Also, I live on a XXXX XXXX property and lot # XXXX is tax exempt as you can see in the tax statement I attached. The bank is charging me {$3100.00} taxes on this property which is why the mortgage payment on XXXX and XXXX is increased and not correct.
Company Response:
State: OR
Zip: 97080
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
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: Between XX/XX/XXXX- XX/XX/XXXX, a plumber that was formerly employed by me made 7 individual fraudulent charges in the same amount of {$5400.00}, totaling {$38000.00}. I contacted Chase in XX/XX/XXXX to dispute the charges. By XX/XX/XXXX, Chase decided the charges from the vendor were " valid '' because the vendor could produce false receipts from XXXX, the app used to make the charges. The vendor had my credit card number on file from having worked with me previously and charged it without permission and without signatures. In XX/XX/XXXX, the COVID pandemic shut down companies, and Chase was unresponsive. In XX/XX/XXXX, Chase reopened the dispute case but only reversed 1 of the {$5400.00} charges while it was being investigated, which meant the other 6 charges totaling {$32000.00} was still being charged on the credit card, collecting late fees and interest. Chase also closed the previous account and reissued a new account number. Chase once again found the vendor 's charges valid and placed the {$5400.00} charge back on the credit card citing that the vendor could produce receipts. In XX/XX/XXXX, I tried to contact the dispute department at Chase again, but they said it was a fraud case so I contacted the fraud department. Chase 's fraud department said it was a dispute case so they told me to call dispute. I was given the run around and told to contact the " other '' department on many occasions. In XX/XX/XXXX, I consulted an attorney who wrote a letter to Chase on my behalf. Chase sent a letter of acknowledgement and said I did not have to pay for any disputed amounts during the research period of dispute ; however, they did not reverse any charges and continued to charge late fees and interest. From XX/XX/XXXX- XX/XX/XXXX, the lawyer sent Chase 4 letters, and Chase sent 4 letters of acknowledge, each stating that disputed amounts would not have to be paid during the research period. No adjustments were ever made during this same period on the credit card statements. In XX/XX/XXXX, I filed a police report against the plumber for fraud and an investigation was made using the dates and times on the receipts provided by Chase. It was found that the plumber was on his XXXX inside the XXXXXXXX XXXX on the specific dates and times the fraudulent charges were made. The plumber 's personal casino card was tracked. 7 charges of XXXX over {$1200.00} and 7 charges of misuse of a credit card were brought against the vendor. Chase never reversed any charges or further investigated the fraud. Over the course of XXXX and XXXX, there was a total of {$340.00} in late fees and {$3800.00} interest charged to this account due to this incident. I did not want to continue to incur late fees and interest charges. In XX/XX/XXXX, I paid the outstanding balance on the credit card because it seemed like nothing could be done. Chase had been negligent and unresponsive for over a year.
Company Response:
State: MA
Zip: 02124
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX XXXX I called Amazon for assistance in placing an order, using the same phone number I had relied on for years. A recording informed me the number was no longer in use but didnt provide me with a new one. I XXXX Amazon and clicked on a number that came up on a website, and a supposed Amazon representative picked up the call. He told me that an air purifier had been ordered on my account by an unknown person. Eventually I was transferred to XXXX XXXX who told me a huge spy network had managed to remove XXXX from my Chase savings account. He gave me specific details as to exactly what had taken place and assured me that he and the investigative team at Amazon could get my money back through a method he referred to as a duplicate charge over. I would need to withdraw XXXX in cash right away, after which he would tell me the next step. I was frantic and felt helpless so never questioned the plausibility of what he told me. At the XXXX XXXX branch of Chase Bank, I told the teller that I needed to withdraw XXXX from my savings account. She said that normally the bank asked for a phone call prior to a request for such a large amount. I asked to speak to someone else and a woman came from the back and asked me several questions. I explained that I planned to use the money to help my granddaughter who had lost her mother (my daughter) a month and a half before and then XXXX XXXX two weeks later. Both these things had happened, however, I obviously did not intend to use the money as I said. I confirmed that I wouldnt be giving the XXXX to my granddaughter in a lump sum, but would be doling it out, which should have raised the issue as to why I needed to withdraw the whole amount at that time. When I told the representative where my granddaughter lived, she said that she felt better to learn that it was within the country. During the conversation I was presented with the issue that scams were often targeted at the XXXX and I remember that a reference was made in the bank lobby after I had received the cash. I acknowledged that I had heard that this was happening, however, l completely believed that, although I had been the victim of a scam, what was taking place now was in order to fix it. Had the bank described the earmarks of this particular type of scam, I would have been able to recognize that it applied to me. Instead, they allowed an XXXX XXXX XXXX woman to leave the bank with XXXX which had been put in a box that had held penny rolls, and walk across the parking lot to her vehicle, without a bank employee involved to see that everything appeared to be under control. On XXXX XXXX a courier came to my house in the morning and picked up the money. Soon after, the perpetrator of this cruel scheme called to inform me that the bad guys had now gotten ahold of XXXX more of my savings, so we would have to do another duplicate charge over, this time by a wire transfer. The agent who assisted me at the XXXX XXXX, apparently did not have a problem with the fact that I had just made a large withdrawal the day before or that the money was being sent to a bank in XXXX XXXX When she asked if I knew the recipient (who had a distinct XXXX name), I explained that he was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I dont think either my reason, or manner were convincing, however, she completed the transaction. Although she did mention that cases of fraud were often directed at the XXXX, she didnt point out any similarities between any of those and the transaction that I was requesting. I have become aware of actions taken against Chase by victims of scams with the same warning signals as my own. If I know of these other incidents, surely Chase does, too, but turns a blind eye, even though it is in a position to help protect its customers. In fact, a second bank representative actually sent my wire transfer, meaning at least two people at Chase ignored the red flags. On XXXX XXXX, Chase confirmed that the wire had been sent that morning. Soon after, XXXX XXXX informed me that now the balance of my savings account would need to be wired to a different recipient at the same XXXX XXXX bank. This was perhaps the turning point in my realization that I was possibly dealing with the real scammers. On XXXX XXXX I was feeling even more convinced of what had really happened to me. Toward the end of the day, I turned off my phones, went to my neighbors to use hers, and called Chase Bank to report that I was the victim of fraud. I spoke to up to four agents, the last wanting to make sure I knew that Chase was not responsible for anything in any way, since I had authorized the transactions. I returned to my house, completely devastated to face the weekend and what seemed to be a hopeless future. On XXXX XXXX I contacted law enforcement in the morning and made a police report. I also submitted an IC-3 report by email to the FBI. On XXXX XXXX, I called Chase in the morning to ask some follow-up questions about the wire transfer. I learned that by reporting the fraud to Chase I had essentially opened up a claim, so I was put in touch with that department. In an attempt to get more concrete information, I ended of speaking with several people, the last one finally saying, Well, I guess I could let you talk to Wire Recall. After she transferred me, that agent immediately sent a wire to the bank in XXXX XXXX and then told me that each person I had spoken with at Chase regarding my being the victim of a scam (approximately XXXX), was obligated to tell me of the wire recall process which sometimes resulted in ones money being returned. In a conversation later with the wire research department , another representative confirmed this. On XXXX XXXX, I received a call from an investigator from Chase who specializes in fraud cases involving vulnerable adults. When I described my experience in withdrawing the cash, she responded by saying that she was surprised that a person of my age would be given that much money, especially in a box that was obviously from a bank. Several days later I received a letter from the Claims Department dated XXXX XXXX, which states that my claim was denied since I had authorized the request. On XXXX XXXX I returned to the XXXX Branch of Chase for the purpose of changing my savings account number. The fact that I had been scammed, indirectly via my savings account, was discussed, of course, but not to great length. During the following week it came to my attention that I could check the status of the wire recall through the Wire Research Department and attempted to do so, but was unable to reach it until XXXX XXXX. I was told that they needed a police report number which, if asked for when the wire recall was sent XXXX XXXX I would have given. I dont really know if it was Chase or the XXXX XXXX bank that was requesting the number. In any case, I then provided it to the agent, and when I asked the date of that request, he informed me that it was XXXX XXXX In a later update I was told that four attempts had been made to recall the wire transfer prior to the one sent on XXXX XXXX However, I dont know whether or not they had included the number. It wasnt until XXXX XXXX that the XXXX XXXX bank reported that the recipient of the wire transfer had not responded to attempts to contact him. Chase never informed me of any of these things. Im only aware of them through having contacted wire research on my own. If the wire transfer had taken place as soon as I had reported the fraud to Chase, and if the follow-through had been handled efficiently, perhaps my XXXX could have been recovered. On XXXX XXXX I received a call from the Executive Office informing me that they were investigating a complaint against Chase from a third party. However, the representative refused to give me that name and when I followed up a few days later, I was told there was no new information and was still unable to find out who had placed the complaint. to give me that name and when I followed up a few days later, I was told there was no new information and was still unable to find out who had placed the complaint. Like countless other elderly people, I was duped by a vicious scheme that Chase Bank had reason to recognize. Because of that, XXXX from my savings account is now in the hands of people that I was convinced were helping me. The majority of these funds came from my parents who, by making sacrifices and careful decisions throughout their long lives, were able to leave me. One fourth of that total was the result of my having recently sold some small XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I considered my savings an emergency fund that could get me through a month when my social security check fell short of covering my expenses. It would also be there for things like repairs to my 25 year old car, an occasional trip to visit my grandchildren, and overdue home repairs that would help insure that I could safely stay in my home for as long as possible. And it would be available for my burial expenses. But besides the financial cost, the effect on my emotional and physical well-being, as well as on my long term health, are incalculable. My life has been impacted in countless ways and will continue to be. Because Chase ignored the red flags, this scam, not an uncommon one, I have been told, was allowed to succeed. I am also pointing to its careless and negligent business practices, for instance putting cash in a conspicuous container, and the delay and inefficiency in handling wire recalls. It may be that Chase did not even follow its own protocols. Obviously they did not adhere to the Consumer Financial Protection Bureaus Elder Abuse and Dependent Adult Civil Protection Act, created by legislature in1982, which is mandatory in California. Nor did they follow the CFPB Guidance Recommendations established in 2016. I dont know if Chase filed an SAR report, as they were no doubt required to do. For my part, I am working to raise awareness, not only with regard to the scam itself, but to Chases failure to intervene on behalf of their clients. On XXXX XXXX, I will be featured on the XXXX podcast, XXXX XXXX XXXX, and I intend to use other venues as well, in order to share my experience with the public. Lawmakers, too, are becoming more involved in how banks handle questionable transactions like mine. Bill SB278, introduced by Senator XXXX XXXX of California and supported by Consumer Attorneys of California and elder rights advocates, is aimed at holding financial institutions liable in situations in which they, knowingly or otherwise, assisted in financial abuse. Through combined efforts like these, elderly people will be better protected against losing their financial resources to scams that could have been avoided with the help of their bank.
Company Response:
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: Between XX/XX/2023, I fell victim to a multi-layered scam operation run by XXXX which involved me making deposits for a total amount of XXXX USD from my JPMorgan Chase account to fraudulent investment firm.
Company Response:
State: IL
Zip: 60616
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: On XX/XX/XXXX in good faith I applied for an auto loan with JP MORGAN CHASE BANK and was denied an extension of my own credit. This is hindering my livelihood as a consumer.
Company Response:
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
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 recently submitted a request for an investigation of the accounts, which you denied. I submitted sufficient information for you to perform a reasonable investigation of my dispute. Unfortunately, you neglected to do so. If you had investigated properly the results would have proven that I have never been late on this account. Actually, I am not sure that the account is even mine though your company claims to have verified this. Depending solely on your flawed XXXX XXXX has proven to produce less than accurate and fair information. I request that you take a more active and accurate approach to investigate this for me. JPMCB - CARD SERVICE XXXX. I have never been late on these accounts so please remove the late dates on these accounts ASAP.
Company Response:
State: CA
Zip: 90746
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
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: This is a Chase Credit Card Complaint I am a senior citizen and have tried reaching out to Chase credit card. Chase credit card is continuing to charge me with interest on a merchandise that I have not received. Chase has not investigated the charges thoroughly and have resorted to confusing charges on my statements and charging interest. Chase has not provided a detailed explanation was provided on WHY credit card charges were valid even if requested. Chase has stated that we will not respond to future correspondence from you about it. Chronology of events : Redacted XXXX Chase Credit card statement containing bill for $ XXXXdisputed amount is Euro XXXX. Filename : XXXXfirst bill-XXXX Redacted XXXX Chase Credit card Statement containing indicating reversal of charges -- {$1400.00}. Filename : XXXX-credit-XXXX XXXXXX/XX/XXXX Chase acknowledgement of Dispute. Filename : XXXX Chase Acknowledgement of dispute XX/XX/XXXX Formal written dispute filed as requested by Chase. This include reasons for dispute. Filename : XXXX Chase Dispute filed ; Supporting Attachments : Filenames : XXXX XXXX Me Cancel ; XXXX XXXX Not shipped ; XXXX Merchandise still in XXXX ( Note : Credit card was charged, XX/XX/XXXX, even if item had not been shipped ) XX/XX/XXXX Chase Resolution to dispute. Request to reopen XX/XX/XXXX. Filename : XXXX Chase Response XX/XX/XXXX Redacted XXXX Statement rebilling {$1400.00}. Filename : XXXX-rebill-XXXX XXXXXX/XX/XXXX Chase acknowledge to reopen, XXXX : XXXX Chase Acknowledgement to reopen XX/XX/XXXX Chase resolution to reopened dispute, Chase representative states that no further responses will be made. Filename : XXXX Chase Response XX/XX/XXXX Appeal letter to chase to reconsider decisionelectronically filed. Filename : XXXX Appeal Letter to Chase XX/XX/XXXX electronically filed Affidavit of non-receipt of merchandise. Note : {$1400.00} includes foreign exchange conversion fee from Euro to Dollar. {$1400.00} is a Euro amount. Filename : Affidavit of non-receipt of Merchandise
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: My daughter and I looking for a place to live so that she can finish high school in a designated school district. I found an ad on multiple websites and proceeded then inquired for the unit availability and it was. Unfortunately, I am under a lot of pressure and burden to move out of my current living arrangement. I had to make a quick decision for my daughter and I to move out by the end of the month of XX/XX/2023. After contacting the said seller/owner of the unit, I was asked to commit to the said unit with a lump-sum payment of {$2400.00} via XXXX. This said seller/owner was a new person in my contacts and I was only allowed to send {$500.00} as a daily limit by my financial institution ; Chase. I had to break down {$2400.00} in to 5 separate payments : {$500.00} x 4 and a final payment of {$400.00} all made via XXXX. During these payments, I was in contact with said owner about meeting up and viewing the unit. I was promised to being able to meet up with this said owner to do a walk-through of the unit and to he provided necessary receipt and keys for the unit for my daughter and I to move in by XX/XX/2023. After last payment, all links to the unit were no where to be found on the internet and I found that suspicious. I started to do a little more digging on the said owner and his information and discovered that I had been scammed. Now I am out of {$2400.00}, about to be homeless with my teenage daughter. My attempt to contact J.P Morgan Chase Bank 's fraudulent department states that there is nothing that can be done since the payment has already been authorized and received by the recipient. I am beyond upset and torn to be in this situation with my daughter. Can someone please please please please help recover my funds as well as catching this said owner. Said owner : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Said XXXX recipient : XXXX Said property address promised : XXXX XXXX XXXX # XXXX XXXX, FL XXXX
Company Response:
State: FL
Zip: 32835
Submitted Via: Web
Date Sent: 2023-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-21
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: On XX/XX/2023, I ordered an 18TB external hard drive from XXXX XXXX XXXX online website. The total for my order was {$270.00} and it was paid for using my Chase Sapphire Reserve credit card. The hard drive was delivered a few days later when I was out of town, so I had my friend unbox it and plug it in to make sure it worked. What we found was that the drive wouldn't be recognized by the PC and a bunch of error messages popped up. The drive enclosure also looked off, with some of the ports not lined up properly. I have timestamped text threads and pictures from when the drive was first unboxed supporting the drive not working. Seeing this, I returned the drive to XXXX XXXX and was assured by their customer service that I would receive a refund ( chat transcript is attached ). When I hadn't received a refund even 4-5 weeks after XXXX XXXX confirmed they had received the return, I opened a dispute with Chase who refunded my money temporarily while they investigated the issue. A few months later, on XX/XX/2023, I noticed that I had received a package from XXXX XXXX in the mail. In it was the hard drive I had returned, along with a note saying they couldn't accept the return since it wasn't the hard drive I had ordered. Since I had returned exactly what XXXX XXXX had shipped to me in the first place, it seems that XXXX XXXX themselves had shipped me the wrong hard drive that had probably been tampered with previously. Since it wasn't recognized by my PC when I tried to use it, I had no way of knowing it was the wrong drive and just thought it was a defective drive. I checked my Chase credit card statement and noticed that Chase had charged me {$270.00} for the drive, overriding the interim refund they had issued me while investigating the dispute. I spoke to Chase 's dispute department a total of 2 times between XX/XX/XXXX and XXXX, and was told that XXXX XXXX had informed Chase that they'd received the wrong return so they couldn't issue a refund. Chase then closed the dispute in XXXX XXXX 's favor. I told Chase I had proof in the form of a text thread with my roommate who tried out the defective drive, pictures of error messages, and a chat transcript with XXXX XXXX customer service saying that I would be refunded. Chase refused to consider this information and said they couldn't reopen the dispute. I then emailed XXXX XXXX 's executive customer service team and asked for help getting a refund. The response I got was that to receive a refund, the product being returned had to match the product that was ordered. There was no consideration given to the fact that the returned product didn't match the ordered product since I had received the wrong product from XXXX XXXX in the first place ( email transcript included in attachments ).
Company Response:
State: WA
Zip: 98122
Submitted Via: Web
Date Sent: 2023-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-21
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Dear sir, Yesterday, XX/XX/XXXX, I received an email to my XXXX address regarding my Chase Bank credit card. I have serious issue regarding your company credit card, that I was closed my original credit card ending XXXX on XX/XX/XXXX due to the illegal transactions as stated below, which I reported to reportfraud.ftc.gov : Today, XX/XX/XXXX, I checked my credit card account of Chase Bank online and found out 3 unrecognized transactions on XX/XX/XXXX and XXXX. On XXXX, there were two transactions : the one by XXXX, which amount was {$89.00}, and another one was XXXX, amount was {$10.00}. The last one was by XXXX, {$100.00}, which was pending on XX/XX/XXXX. I have checked my order history of XXXX XXXX, and checked I did not purchase such amounts. Regarding XXXX, I recently paid only cash ; therefore, it was impossible. After founding online at Chase website, I filed them, closed my credit card, and called the customer service. All available records, including Chase and XXXX, were printed out. Of course, I expect all illegal transactions stated above will be invalid and refund all money {$200.00}, totaled from {$100.00}, {$89.00}, and {$10.00}. After checking my voicemails, I had decided to call back Chase to notify that I had received the call. Later, I had received a call from Chase customer service, either XXXX or XXXX to answer my call on XXXX. Curiously, the person, who had a private company extension number, called me with this probably regular customer service phone number, even though I called the chase bank number that was not customer service number. This customer service call was either at XXXX or XXXX. Later, XX/XX/XXXX, due to the notice from Chase bank to my email, I checked what stated on the website led by its link. And, today, after revisit of all procedure yesterday, I realized that the message on this website stated the issued card number as ending XXXX ; even though the closed card number should be ending XXXX. I enclose both email from the bank and this statement here. Also, I enclose the page of Statements and Documents including the credit card number ending XXXX, which link open or save connected with monthly statement. Because I wanted to check the illegal transactions made by credit card in concern, I made sure the existence of them. I realized one transaction, which I purchased by myself on XX/XX/XXXX was on process to delete/clear from the record ; even though other illegal transactions were stayed on the record. Also, even though I made claim on all this illegal usage of XXXX and XXXX transactions, they needed to be claimed again. Still, after several attempts to claim, they stayed as not claimed. I enclose the printout with orange highlight, and a record of XXXX transaction as a reference. Sincerely,
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2023-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A