Date Received: 2023-10-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: To Whom it May Concern, As a part of a XXXX between my ex-spouse and I, I was to assume the mortgage on my residence, for which the loan was previously in his name only. I originally contacted Chase Bank at the end of XXXX, 2023. I was told that I would receive a loan application by XXXX mail. I did not receive the application until midXXXX. I completed the application in a few hours and returned by fax. Since that date, I have been forced to wait for XXXX mail for any documents. Each time I have received any request for information, I have immediately faxed back my documentation within a half an hour. My finances are very simple and straight forward : I work a XXXX XXXX, making ample money with my base pay to qualify to assume my mortgage. I have an additional income from XXXX XXXX. I owe no debts, paying any credit card statements off completely each month. I have cash savings and a XXXX ( k ). Proof of each of these was provided by fax as requested to Chase Bank on XX/XX/2023, XX/XX/2023, and XX/XX/2023. After a significant and unnecessarily long delay, I received a XXXX Commitment letter on XX/XX/2023. On XX/XX/2023, I spoke with XXXX XXXX, a representative from the Chase assumptions department. She told me on that date that the last pieces of information needed from me were a copy of my newly recorded deed and a copy of my XXXX 's Policy and proof of payment of the premium. I faxed both of those documents on the same date. In that conversation, XXXX XXXX advised me that the Underwriting department only had to request the Title report and that within XXXX weeks from that date- I should receive a call from XXXX Title to schedule the closing. Instead, to-date, Chase has not finished the loan processing or forwarded the loan to XXXX XXXX. When I did not hear from Chase or XXXX within the specified timeframe, I began to call for status. I informed each Chase representative that their delay in processing my loan had placed me in contempt of the XXXX XXXX in my XXXX, which gave me only until XX/XX/2023 to assume the loan. XXXX XXXX ignored my voice messages on at least XXXX occasions. Instead, due to the significant delay, Chase began requesting updated bank and payroll statements from me. On Tuesday XX/XX/2023, I was advised that because Chase had delayed the processing of my file so long, they would have to pull my credit a second time. This caused a decrease in my near-perfect XXXX XXXX, caused purely by their malfeasance and lack of due-diligence. On Thursday, XX/XX/2023, I spoke with XXXX XXXX and asked her to escalate my case to a supervisor in the underwriting department and to transfer me to that person. I also asked for a specific listing of the underwriting steps that remained for my loan, since I had been told on XX/XX/XXXX, that all that remained was the titling report. She refused to allow me to speak with a supervisor and refused to provide any specific information regarding my file. After XXXX and a half months, I have also never received a XXXX XXXX XXXX XXXX or a Statement of the Funds I will need to close the loan. I have stressed the urgency of Chase completing the underwriting and that their malfeasance has placed me in jeopardy of court action by my ex-spouse and has placed me in contempt of court. And still, I have received no answers and no aid to complete a loan which was approved nearly XXXX days ago. I am requesting a formal investigation into this process and I am begging for your assistance to expedite this matter so that this loan can be closed as soon as possible. I am also formally requesting that Chase bank remove their second " hard credit check '' from the XXXX credit bureaus, in order to restore my XXXX XXXX. Please contact me at XXXX for any further information you may need to investigate my complaint. I will provide any needed documentation at your request, once an investigation has been opened.
Company Response:
State: VA
Zip: 23234
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On Monday, XXXX XXXX XXXX, I used the drive thru atm at a Chase bank at XXXX XXXX, XXXX, Texas, XXXX. I tried to withdraw {$900.00} out of my checking account. So I did the normal routine to withdraw, I usually click on no receipt because transactions also reflect on my online account. So while I was waiting for my money to be dispensed a red banner popped up saying there was an error. So I went inside the bank and tried their ATM in there, it told me I had insufficient balance but I never got any money, I got confused so I talked to the teller. The teller checked my case and she told me she just saw a ticket from their ATM machine for an error. So she helped me file a claim. They gave me a temporary credit while theyre investigating so I left. Then the next day XX/XX/, when I checked my account money was gone again. So I called and now a lady told me that she was giving me a provisional credit and also, I asked her about the investigation and she literally told me it was already resolved and I asked her 2 or 3 times to confirm. So I hung up, the next morning, Wednesday XXXX XXXX XXXX when I checked my account the money was still not there so I called up chase again. Then this guy from their claims department started lying to me that the money that they credited me on Monday was not taken out, but as I checked in the morning before calling chase I only got {$60.00} left on my account so it seemed that he was lying to me about the credit not being taken out again just to simply reverse the situation and because I was already really frustrated with the call. And also, the lady I spoke to on Tuesday just lied to me outright telling me that their investigation is already done when it is not. Now Im reaching out to yall because Im afraid to get scammed by my own bank. I know they have security cameras that they can check to really confirm my claim, and theyre just dragging it out. Ive read on the internet that some people dont get their money back even if its not their fault and it needed for them to complain to yall just to fix the problems they caused. So I got anxious that they might deny my claim and tell me that they cant review their cameras anymore because its too long already. Im just trying to be proactive here and get this over with and file a complaint so this can be resolved soon cause this is bringing me a lot of stress. Hope to hear back soon. Thank you.
Company Response:
State: TX
Zip: 78109
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: NV
Zip: 89147
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, I canceled my car insurance after a car accident that occurred on XX/XX/XXXX. Subsequently, Chase bank continued to charge my account for three months, with unauthorized transactions on XX/XX/02 ( {$70.00} ), XX/XX/02 ( {$70.00} ), and XX/XX/02 ( {$69.00} ), totaling {$200.00}. I opened three claims with Chase on XX/XX/XXXX, providing evidence such as a police report and text conversations with the insurance company, proving the cancellation. Despite this, Chase denied all claims on XX/XX/XXXX, stating that the transactions were " authorized. '' During the phone inquiry, Chase claims department agent indicated that my information " matched up '' with the transactions, leading to their denial. I believe this process is unreasonable and unacceptable. I am seeking assistance to resolve this issue and recover the wrongfully charged funds. Chase must acknowledge their error and take appropriate action to rectify the situation.
Company Response:
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
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: I opened a charge dispute with Chase on XXXX XX/XX/2023 regarding a purchase from a website that I found to be fraudulent. I have still not received the product ( XXXX XXXX XXXX ) and the company ordered from, XXXX XXXX, can not be reached. Chase told me on XX/XX/2023 that they had to give the company 15 days delivery time as that is what the delivery time on the website stated. Then they would continue the dispute. Today, XX/XX/2023 I looed at the Chase app and the dispute still states " '' Dispute status - Under merchant review ''. I called Chase as I now show a minimum payment of {$40.00} due and the dispute states that while under review no payments are due. Today the Chase operator told me the dispute was closed on their end. My Chase app shows it is still in dispute. The Chase operator said she will open a new dispute as on her end it shows closed. It will take an additional 35 days to resolve she said. This is after I have already waited 35 days. I paid the entire balance on the card today. I now show two disputes that are in progress on the Chase app, each for XXXX XXXX for {$99.00}. No recently closed disputes.
Company Response:
State: TN
Zip: 37920
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Hi. I went to the bank to withdraw money inside of the bank where I am a customer. The ATM never dispersed my money and after filing a claim and calling many many times I was denied. Im being told theres nothing they can do about it. Chase bank stole my money.
Company Response:
State: NJ
Zip: 07010
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I became aware on XX/XX/XXXX that my checking account was still being charged by XXXX for a streaming subscription that I thought was cancelled. I never gave XXXX my new debit card information when I had the old card replaced for security purposes. I immediately did everything I could to go to XXXX to cancel the invalid subscription officially through XXXX. When I researched the account, I noticed that XXXX only had an old cancelled debit card number on file, but they were still somehow charging my checking account. I then immediately called Chase bank to figure out how they were still charging my checking account as I had not used XXXX for quite some time. I had spoken with a customer service representative and a claims representative from Chase bank about this. They gave me information that I could not verify and didn't make any sense to me. This seems like very deceptive business practices. The charges on my statements from Chase bank showed that the charges were coming through on two debit cards that XXXX were never given, a debit card ending in XXXX, and a debit card ending in XXXX. Chase bank representatives mentioned something about a digital wallet that was used to acces my account, but to my knowledge no digital wallet was ever established, or if it was I was never made fully aware. The dates of the charges are XXXX XXXX XXXX {$9.00}, XXXX XXXX XXXX {$9.00}, XXXX XXXX XXXX {$9.00}, XXXX XXXX XXXX {$9.00}, XXXX XXXX XXXX {$9.00}, XXXX XXXX XXXX {$9.00}, XXXX. XXXX XXXX {$9.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX. XXXX XXXX {$10.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XX/XX/XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, XXXX XXXX XXXX {$10.00}, for a total of {$270.00} charged to my checking account. I attempted to file a claim/dispute with Chase bank claims department , but was told that they would only be able to refund one, or two, of the charges due to what they referred to as a 60 day liability policy, so I refrained from filing the claim. XXXX representatives said that they would only refund six months worth of charges when I asked them to refund all charges that should not have gone through. I did not think that only a partial refund is acceptable, only a full refund. I recorded the conversations with both Chase bank and XXXX representatives regarding this matter and below are links to privately posted recordings of those conversations. I also took screenshots and pictures of the screens for evidence. I will include those if possible. I had cancelled the debit card ending in XXXX from Chase bank in XXXX of XXXX and the subscription to XXXX should have automatically cancelled at the end of that subscription period ending at the beginning of XX/XX/XXXX, but it did not. Apparently, Chase bank continued honoring the charges from the old debit card and converted them to the new debit cards without my knowledge. This seems extremely deceptive to me. I receive a direct deposit once a month at the beginning of the month, and the XXXX charges were buried amongst all of the other transactions that I permitted. It is even more concerning to me that Chase bank would try to excuse away the deceptive charges by telling me that XXXX was using a digital wallet that XXXX representatives never mentioned, and XXXX, to my knowledge, was never listed under Chase bank 's digital wallet section in the Chase bank application ( see screenshot ). I was told by multiple Chase bank representatives that without current debit card information, or checking account number and routing number that no merchants should be able to acces the account which is my understanding as well. I will only accept a full refund of all unauthorized charges. Also, I should mention that in XX/XX/XXXX I cancelled the debit card ending in XXXX for security purposes because I thought that debit card information may have been compromised, and had a new card issued, the one ending in XXXX to protect my account. I don't understand how a merchant can use a backdoor loophole to acces an account to charge fees that are unauthorized when there was no contract with terms established other than a month to month subscription, and they were never given any new debit card information to facilitate a charge. This situation seems extremely deceptive to me, and I require Chase bank and/or XXXX to make this right. Thank you for your time and attention to this matter. Should you have any questions, or need clarifications, feel free to reach out anytime. Links to XXXX XXXX, channel is not monetized, and only used for ease of access. All linked recordings are privately posted. Chase bank conversation # 1 : XXXX XXXX XXXX XXXX XXXX conversation : XXXX XXXX XXXX XXXX Chase bank conversation # 2 XXXX XXXX XXXX XXXX XXXX
Company Response:
State: OH
Zip: 43213
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
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/ I booked a hotel for my upcoming trip to XXXX XXXX XXXX. They charged my chase freedom credit card XXXX. For the XXXX XXXX XXXX XX/XX/XXXX to the XXXX XXXX On XXXX XXXX XXXX XXXXXXXX I contacted the XXXX hotel to confirm my hotel reservation. I was told they didnt have a reservation and I needed to contact XXXX I contacted XXXX and chase bank that there wasnt a reservation on file for me and I disputed the charges. XXXX requested booking confirmation etc. which I could only provide the charges. I communicated with them up through XXXX XXXX I have gone back and forth with chase and XXXX I have provided the following information to chase bank in writing : Email from the XXXX hotel in XXXX that they never had a reservation for me nor received any payments from XXXX covering a reservation. XXXX XXXX from the XXXX hotel XXXX Copy of Credit card charges. I want my money back. I had to book with another hotel for my trip. Ive attached documents to this complaint. Please advise if you need any additional information.
Company Response:
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Bank used my Social security for verification to open a CD & now I was notified that my XXXX was found in the dark web. Chase Bank ( Branch : XXXX, NY ) initially transferred money from my checking account to the CD but they did not do the transfer right so the money went missing as per bank staff & later found in their " unused funds '', they tried to correct it after I made a complaint although initially bank manager did not do anything to correct this. So this has occurred after talking to several people in the bank 's complaint department so my Social security was used.
Company Response:
State: NY
Zip: 11581
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I had a Chase Reserve credit card with {$620.00} annual fees ( It is now downgraded to Chase freedom - no annual fee credit card due to how badly their customer service handled my request for info on why so much interest charged for a small underpayment ) and recently faced two problems. 1. I had the above card for several years and never missed a payment, always paid in full. In XXXX 2023, I was traveling and setup an estimated payment of {$3500.00} a week before due date and didn't notice some tail end charges that added up to {$3700.00}, so it was {$260.00} shy. For this miss, Chase charged an interest of {$56.00} within 2 months ( i.e {$330.00} per year ). This seems like predatory, loan shark kind of behavior. 2. On their website, they boldly advertise " Complimentary Airport Lounge Access '' ( please see : XX/XX/XXXXXXXX ) and we paid the fees for that advertised benefit. On XX/XX/XXXX, when I tried to use this benefit, I was denied access to the empty lounge - they stated " it was reserved for VIP passengers ''. I asked Chase to compensate me for this experience ( expecting maybe a {$50.00} credit - typical lounge paid access cost ) but instead their customer service chose to point me to the fine print which I am sure is buried in there somewhere. So at this point, I am requesting a refund of the full {$620.00} paid in annual fees for this card for the last year - I was advertised a benefit that they were unable to provide when it mattered- and that is false advertising imho.
Company Response:
State: WA
Zip: 98052
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A