Date Received: 2023-09-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Made two payments to XXXX XXXX by mistake on XXXX. I contacted Chase bank the next day and the merchant to let them know a payment was made by mistake as I also paid the merchants what I owed. I immediately called the bank and asked for a return of one of the payments which the merchant was aware of. A k told me funds would be back in my account within 3 business days. After 10 days the funds have not been deposited. I called chase bank theee times and each time they would tell me the funds would I. My account within 2-3 hours, again no return of funds. Called bank back again just run around and terminated call. XXXX Transaction just gone. Funds were returned to chase bank after two days but still not returned my funds into my account
Company Response:
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I had 6 business and 10 personal credit card accounts all closed in early XXXX. I requested information over the phone but was not given a reason for account closure. A letter was mailed saying rewards misuse was the stated reason, however no specific action that I took was mentioned as a specific instance of rewards misuse. I pay all accounts in full every month, and had initiated a large transfer with my Chase rewards during a bonus transfer period to XXXX. I imagine this may have triggered a shutdown of my account, as this was the only significant use of rewards I have had in the last 6 months, but I do not know why.
Company Response:
State: ND
Zip: 58703
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
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 filed a dispute about two electric scooters I had bought, which did not meet advertised specifications, and I had therefore returned scooters to merchant, XXXX XXXX XXXX, XXXX, XXXX. Chase then called on XX/XX/2023 and stated merchant denied having received return. I provided reference numbers for the two returns to Chase, per return receipt, which is all Chase requested, they specifically said they did not need copy of return receipt. I was then contacted by Chase again on XX/XX/XXXX, and they stated they had closed dispute, upon review by Chase representative, she admitted this is was closed by mistake, apologized, and said only way to continue was for me to file an appeal by fax, to reopen case, which I did with all documents. I then called Chase on weekly basis and was told all was OK. When I called on XX/XX/XXXX, they told me they had again closed the dispute. The reason was very strange. They said the first dispute was still active in " another department '' when I filed my appeal, which they had asked me to do, and so, due to appeal, the first dispute was closed. But because the first dispute was still active, also the appeal was closed. So today, on XX/XX/XXXX they asked me to again file a second appeal! Which I have now done. But, when I look at my online account statement, it says dispute is still open! So nothing Chase says make sense, they have an utter mismanagement of this case, and meanwhile I have no merchandise, I am being charged {$1100.00} for something I have returned, since Chase also failed to issue a new credit and instead refilled full amount on XX/XX/XXXX. Not only this, but merchant has called and stated they will charge {$60.00} for every month I do not pick up the scooters! So I am now between a rock and a hard place because of Chases utter mismanagement of this situation.
Company Response:
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: This is an email I sent to the company today XXXX that summarizes the problem : Dear All I CAN NOT BELIEVE I HAVE TO TAKE YET MORE TIME TO SPEND ON THIS SERIOUS SITUATION. I AM DISGUSTED WITH THE BANK AND NEED RESOLUTION NOW!!! I am the Primary Card Holder ( PCH ). XXXX XXXX was the Authorized User ( AU ) on the Chase Sapphire Card ( XXXX, now XXXX ). I REMOVED him from the account XX/XX/XXXX XXXX Prior to removal, I noticed that he created over 34 different merchant linkages using the Digital Wallet and/or Stored Card function, several with Repeating functionality. According to your Terms and Conditions ONLY the PCH has the ability to perform this task. How did Chase Sapphire allow him to do this? This means that even though I have REMOVED him from the card, he can STILL use the card with whatever merchants he had previously established linkages with! And he can even ask those businesses what the full number isnot just the last 4 digits. I have spent the last 6 days on the phone with Chase Sapphire Customer Service and Fraud over 15 hours of my time-EVEN GOING INTO XXXX XXXX XXXX XXXX XXXX HOURS speaking with at least 17 different people including supervisors in both departments attempting to get this AU FULLY OFF THE CARD! I am even on the phone RIGHT NOW! During these phone calls, I have been subjected to : inconsistent lists of Digital Walled and Stored Card merchants where what I see is different to what Fraud sees and is different to what Customer Service sees. Why? All lists should be IDENTICAL! Being told that all merchants he linked were blocked and or deleted -- BUT THEY ARE STILL THERE! being told that I just need to watch the statement every second and if a charge comes in from the merchant of the AU, to call Chase Sapphire Fraud being told by a supervisor ( XXXX XXXX XXXX approx XXXX XXXX XXXX check your phone recordds ) when I asked to talk to another supervisor because she was rude, that there was no one else to talk to and even if there was she could not until she verified me with security questions. XXXX XXXX She also told me that we would be working on her timeframe/schedule, not mine, when I told her I have been inconvenienced time and time again with the bank. IF A CUSTOMER ( ME ) ASKS TO TALK TO A SUPERVISOR, EVEN WHILE TALKING TO A SUPERVISORTHE CUSTOMER 'S REQUEST NEEDS TO BE GRANTED, PERIOD!!! SO WHY DID THIS HAPPEN? being told that the AU was on the XXXX account but that XXXX was a DIFFERENT account. What? XXXX is the SAME account as XXXX, just a different number! call being disconnected after talking to Fraud for over 1 hour, but then NO ONE called me back. You have my phone number! Fraud continuously trying to transfer me to Customer Service when Customer Service does not handle Fraud Fraud sometimes being able to see the linked merchants, but talking to someone else in Fraud, they can not see the linked merchants. I had to JOIN Fraud and Customer Service 3 times on 3 different calls so we could all talk to each other. Waiting on hold for 45 minutes to talk to Fraud to just be transferred over to Customer Service when I told them I do NOT want to be transferred because I needed to talk to Fraud. being told that the recurring linkages will last for 3 months or more, even when removed and that I just have to watch the card charges myself to see what comes in and if something comes in, to call Fraud being told that the AU user is off and I have nothing to worry about being told to call all 34 plus merchant linkages individually ( ( REALLY?!? ) and tell them to remove the card from their records. HOW AM I SUPPOSED TO DO THAT? SHALL I JUST PRETEND MY NAME IS XXXX XXXX? BECAUSE HE CREATED HIS OWN ACCOUNTS WITH THESE BUSINESSESWHICH HIS THE PROCESS FOR CREATING THESE LINKAGES ON THE MERCHANT END. If I am told by Chase Fraud to just " call the merchants myself '' well that is FRAUD BECAUSE I AM NOT XXXX! I was SUBJECTED to all the above because all I wanted to do was SIMPLY REMOVE the AU from the card - which I did XX/XX/XXXX, but then look at this XXXX XXXX XXXX XXXX XXXX BOTH XXXX AND XXXX XXXX ( WHICH IS NOT THE PRIME STREAMING SERVICE- AT LEAST THAT IS WHAT ONE OF THE MANY SUPERVISORS SAID ) ARE FROM THE AU 'S LINKED MERCHANTS. THIS IS FRAUD! HOW DID THIS HAPPEN? So this means that all the time and energy I spent sifting thru your garbage mess of your " Fraud '' department results in -- guess what -- FRAUD! I had the cops here last night because the former AU is STILL GETTING THRU, so basically he is using MY CARD. An XXXX charge from XXXX and and a XXXX XXXX movie charge from XXXX. Both of which I did NOT make. The AU did! I AM FED UP! Spending my life on the phone with Chase for over 15 hours has given me XXXX, WORRY and DISGUST with the bank. I have gotten less than 4 hours of sleep. I wonder, does he have my full 16 digit number and is he shopping elsewhere? When is he going to strike next!? There are clear issues where Fraud does not know what Customer Service is responsible for handling and vice versa. It was not until the XXXX hour spend on the phone when I was provide the Terms and Conditions where only the PCH could create these merchant linkages. Everyone else I talked to acknowledged that it was OK for the AU to establish these linkages. I have been a loyal customer for OVER 35 YEARS. Are your departments so poorly trained that I have to suffer? The Customer, at least by your mission statement, is supposed to be treated with professionalism, respect, and above all, given ACCURATE, CONSISTENT INFORMATION EVERY TIME. I can't believe I am having to spend yet MORE TIME writing this letter to you. It is not my job as a Customer to be a guinea pig to TEST OUT your failures with Fraud. I WANT HIM OFF PERIOD! This should have happened XX/XX/XXXX! BUT NO, HE IS STILL GETTING THRU. This is SERIOUS, FRADULANT Situation. AT this point in time, I have ZERO idea of what the Fraud Dept is doing/has done because the call got cut off and the supervisor I was talking to ( XXXX XXXX or XXXX was his name last night ) did not even bother calling me back. I spent 49 minutes trying to call Fraud back but I was on hold, talked to a rude supervisor ( XXXX XXXX ) who refused to get me another supervisor. I want to make sure that if ANYTHING was deleted from the merchant list, that the linkages that I created AFTER XX/XX/XXXX were NOT also deleted. Do I need to get a new card number AGAIN? But if I do, will this be the SAME EXACT XXXX XXXX XXXX XXXX again!!? I EXPECT ANSWERS AND RESOLUTION NOW! AND I WILL ONLY TAKE THOSE IN WRITING SO DO NOT CALL ME. XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2023, My checking account was restricted with Chase Bank. They said my account was being close and wishes to not have me as a customer, did not give any information beyond that. There was {$18000.00} in my joint checking account. I called every week, they told me 10 business days later they would over night a check of my funds. On XX/XX/2023. I called and a representative told me she did not see any funds being released. I escalated to a supervisor that did confirm the funds, but they were withdrawn to an internal chase account to their internal investigation bureau. I asked for contact information with this investigation bureau and was told there is not way to contact them and to just wait. Could not tell me how long to wait, and just wait. Chase did not send me a letter in the mail, or contact me. I only found out my account was restricted when a friend tried to send me money through XXXX, that was when I discovered my account was restricted on XX/XX/XXXX.
Company Response:
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I tried to book plane tickets through Chase XXXX in XX/XX/2023. The customer service specialist booked the wrong tickets but insisted they were right in their system that left me with no choice but to cancel the tickets and to directly book with the airline. One month went by, no refund to my credit card of the amount they charged, I called in XX/XX/2023 and a supervisor confirmed they had an issue and would refund immediately. Another month went by, still no signs of the refund. I spent a total of over 5 hours with Chase XXXX being put on hold. This is some of the worst customer service experiences I've had.
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2023 a business line of credit was opened to send money overseas for a timely procurement of business services. On XX/XX/2023 a wire was initiated but was rejected by the bank on XX/XX/XXXX. I went through multiple security checks to set up the recipient and send the wire through online system, but the explanation I was given by the supervisor of the department who asked me to call and verify the wire was that 'it was cancelled because it was the first time I was sending an international wire '. I called this department as soon as I got a text message asking me to verify the wire, but the wire was already cancelled and I was asked to initiate another wire transfer. I initiated another wire transfer on XX/XX/XXXX, and on XX/XX/XXXX it showed as 'Completed ' in the online banking system. After a series of conversations with the customer service reps on the XXXX number lines I learned on XX/XX/XXXX that the wire was ultimately rejected from Chase bank in XXXX, who was the intermediary to the recipient 's bank. Chase bank in XXXX said the reason for rejection was because of incorrect BIC code ( which is the same as the SWIFT code ) but the code was confirmed multiple time and in writing from the recipients bank to be the correct code. I mentioned to 3 different reps of the bank that the issue may be that XXXX has the wrong address for the recipient 's bank in the system. When I enter the SWIFT code of the recipient 's bank it automatically populates an address that I can not change. And that address is not the same address the recipient 's bank provided. But nothing was done to investigate this. The bank never gave me a reason that I could understand nor provided a solution to the issue.
Company Response:
State: CA
Zip: 90017
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX deposited check # XXXX In the amount of {$2800.00} from XXXX XXXX, a company that my friends XXXX and XXXX XXXX own. These are friends I have know for 14 years, They have had their company registered since XX/XX/XXXXXXXX and had the phone number used for this company since XXXX. A hold was placed on the check, which I full expected and complied with. XX/XX/XXXX I tried to transfer money I had in the savings account prior to the deposit of the check to cover some bills I paid. It would not let me transfer and I thought it was an error in my Chase App. XX/XX/XXXX, the payments came through and made my checking account overdrawn. I called to see why I could not transfer money and I was told my savings account was restricted due to not being able to verify the owner of the check. I confirmed the phone numbers with XXXX and XXXX XXXX and they confirmed the phone number was correct. I was being asked all sorts of questions as if I was trying to perform something illegal. I explained I was loaned some money for car repairs. I was told that they would not even call the number because it was not coming up as a verified number in the database you use. I asked why the rest of my money that was in the account prior was locked as well, they could not tell me except it was restricted but I could go into the branch and transfer money with a teller. After I got off work I rushed to the branch and transferred the money to avoid any overdraft fees. I then decided instead of pestering the phone reps I would just wait for the check to clear the bank, thinking that would resolve any issues. On XX/XX/XXXX my friends informed me that the check had cleared their business account. On XX/XX/XXXX after the holidays, I called to find out when the check would be released because it had cleared their bank. I was told it was still under review and to call back tomorrow. On XX/XX/XXXX I saw that the funds had been released in my Chase app so therefore I did not call back, and I began getting estimates for my repairs. I want to note that I am moving to XXXX Texas on XX/XX/XXXX and needed these repairs done before I moved. On the evening of XX/XX/XXXX, I checked my account and saw that both the check of {$2800.00} and the remaining amount of my savings {$780.00} had been deducted from my savings account and {$780.00} was placed in my checking account. By the morning of XX/XX/XXXX, my savings account had been closed. Mind you, no notice was ever given to me. I called back and asked the representative to just refund the money to the originating bank so they could get me a cashiers check instead. I was told the only way to resolve this was to have my friends go to their bank and do a stop payment on the check and issue me a new check. I said I would do that, and they would get me a cashiers check but I will be closing my accounts with Chase. XX/XX/XXXX, they spoke to their bank XXXX and asked for a stop payment. The bank told them that was impossible because the check had already cleared, and Chase had the funds for almost two weeks. XXXX also told them they had no idea what database Chase was referring to in order to verify the business phone number. At this point it is too late to get the repairs done on my vehicle and I am going to have to tow my car to XXXX, Texas. XX/XX/XXXX, I called to resolve the situation and was told that the check was suspended and they would not release the funds until they could verify the phone number. I asked to speak to a supervisor and was told the same thing. I asked what database they are using to verify the phone number and she said she could not tell me that. So I explained, that I personally can not change the database to add this number, and I am literally stuck. This is money I have to pay back and I cant access it for my car repairs. They said it could come back as fraudulent for up to 6 months. I have banked with Chase for 30 years and have never done anything for them to think I would deposit a fraudulent check. It is humiliating being treated like a criminal when you are not. XX/XX/XXXX Filed a complaint with CFPB, the Texas Department XXXX Banking and the Texas attorney General consumer complaints. Since the response from Chase I have called on a regular basis to try to resolve this. First, I was told I had to have the company re-call the check by their bank. They tried that and XXXX said that was not an option and had no idea why Chase would tell us that. The business owner paid extra with their phone service to make it a publicly verifiable phone number, Chase said it still was not verifiable. Then I was told it had to do with the credit reporting agency. The business owner checked the phone number with the businesss only credit card and the number was incorrect by one number. I called Chase to verify using the phone number that the credit company had, I was told it was still not verifiable. Next the business owner went and got a new phone number with XXXX, she was using an internet-based phone number so we thought that might be the issue. Chase said it was still not verifiable. XX/XX/XXXXXXXX I was then told what company they use to verify and given a phone number. XXXX XXXX # XXXX. The business owner called to see if she could register her phone number, they had no idea what she was talking about. It has now been 3 months, I have attempted to do everything that Chase has asked me to do and yet the check is still in suspense and I have no idea how to resolve this issue. I am also including documents the business owner has provided me showing that the number on the check is register with the State of Texas as their business phone number, and other documentation showing it is a legitimate business.
Company Response:
State: TX
Zip: 76137
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I received a letter and an email from Chase Credit Card Services saying my payment was overdue. I dont have a Chase card. Im pretty sure Ive never had one. I called the number on the letter and they wanted a lot of personal information. I gave them my name which made the woman sound smug but wouldnt give the last 4 of my social or my mothers maiden name. I hung up. I dont know if the letter and email ( which I deleted without opening ) are a scam or if someone opened an account using my information.
Company Response:
State: AL
Zip: 35242
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XXXX XXXX withdrwal cash from the atms for almost 2 years with XXXX XX/XX/XXXX y XX/XX/XXXX stole XXXX dollars in 2 years order XXXX dollars inXX/XX/XXXX in one day XXXX hacked my phone n make wire transfers usin XX/XX/XXXXapp XX/XX/XXXX
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A