Date Received: 2023-08-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I recently opened a business checking account with Chase Bank for my XXXX XXXX small business. The first check I deposited was for {$3700.00}, on or around XX/XX/2023, which was payment from my first client. Chase proceeded to put a " Fraud Hold '' on the account while they verified and processed the check, locking me out of access to the account and only providing a hotline phone number. After calling the Fraud Department I was told that Chase has to contact the issuer ( " Maker '' ) of the check to verify that I, their client, have not committed fraud. To satisfy this verification process Chase told me that the Maker would have to provide a verified phone number that they can contact. I found this very odd because I have worked in financial crime investigations for 6 years and am certified by the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and have never heard of a financial institution contacting a non-client for investigations. If fraud is suspected a XXXX is filed and if a certain threshold of risk is crossed the account is closed, but the funds are returned to the client unless there is law enforcement intervention, or a civil hold has been placed. Through further discussions with managers in Chase 's Fraud Department I found out that they use a third-party screening tool, XXXX, to verify business contact details. The manager also notified me that the business from which I received the payment from did not have a verified number in the system and he was unsure of the process to add any information to the profile since it is a third-party tool. This began a series of circular conversations where they say they need a verified number, I ask how that would be possible since none exist in their system to confirm with, and they say it is not possible to add one. After one of these particular frustrating conversations the manager admitted that there is no way to reverse the suspension without following this procedure and that my funds will remain in Chase 's custody until the account is deemed dormant. I have begged them to just send the funds back to the Maker 's bank, XXXX XXXX XXXX if they view me as a fraud risk, but they refuse even after XXXX has requested on behalf of their client. My funds are being held hostage in an infuriating Kafkaesque spiral of bureaucracy. They will not even provide contact to their legal department for further dialogue outside of their Fraud Department. This was my first experience with banking in the small business world and it incredible discouraging that a financial institution has the power to extrajudicially seize funds under the guise of fraud protection, but does not even see fit to return the suspected funds to the presumed victim. This is nothing like I have ever seen in my many years in Anti-Money Laundering and frankly it feels predatory and targeted to small accounts that they feel will not have the resources to push back.
Company Response:
State: MD
Zip: 20706
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Chase Private Client consumer compliant : On XXXX XXXX, I checked the online XXXX app to ensure that a wire deposit had been made to my estate account. At that time, I recognized that a deduction of {$220000.00} was made from the same account. I called the branch and rushed to meet a banker. For more than two hours, we worked to discover that my estate documents were inaccurately handled by the compliance department. My banker, XXXX approved the documents and they also went through several rounds of approval with the Legal Dept. at Chase. Once the documents were approved by Chase, I went into the branch to open up an Estate Account with the estate EIN number. Once the account was opened, I transferred assets into the account from banks in Washington and several other financial institutions. There are still more assets coming into the account. When speaking to the banker and the compliance dept. an XXXX for remediation including a stop payment of the cashier 's check and reinstatement of the funds as well as a reopening of the account was stated ( on a recorded line ) at 48 hours max. That max XXXX remediation timeframe was met and exceed on XX/XX/10 at XXXX XXXX. I have called my bank XXXX without answer. I have sent email requests to the branch manager and private banker that go unanswered. I have reached out to contacts on XXXX, via email, on XXXX, on XXXX, and via contact us forms for Chase and Private Client areas of the bank. I have received NO response outside of one in which the banker stated that they were looking into it and would get back to me. That was at XXXX this XXXX and I have called the branch XXXX today, but no one answers and no one responds to my email requests for an update. The funds have not been reinstated into my account and I have no idea of the status of the cashier 's check. There has been no follow up and the entire handling of the situation has been irresponsible and dangerous. My assets are not safe with Chase and my assets are not safe with Chase bankers or representatives handling them. I need assistance getting my funds returned to me so I can close out my Chase accounts. I also want to avoid a situation like this happening to another customer due to the lack of checks and balances, error prone processes that leave customers vulnerable to negative impact, and the horrible customer service that Chase provides where they blatantly disregard the best interest of the consumer.
Company Response:
State: CA
Zip: 95003
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: At the end of XXXX, I received a letter from chase, informing me that all accounts will be closed on XX/XX/XXXX. The reason given was unexpected activity. I called many departments and wrote many letters. I wanted to ask what was violated. stipulations, leading to forced cancellation of accounts. But the final answer is that there is no reason, and the final decision can not be appealed. I have been a customer of chase for 8 years, and my account status has been good and my credit is good. I guess, it may be at the end of last year, I deposited a lot of checks within a month, and then transferred them to my personal account in XXXX XXXX XXXX because I need to apply for a loan from XXXX XXXX XXXX, so they require me to put down payment Deposit in their bank to approve the loan. These east wast banks can provide proof. And all checks and cash I deposit into chase can provide proof of legal origin. I hope chase can tell me the detailed reasons and accept my legal proof. In the future, I will pay more attention to the regulations of chase, and will not violate the user guidelines.
Company Response:
State: CA
Zip: 91706
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I submitted a letter to the CEO of Chase but only received a form letter response which did not address my specific concern. This will be the 2nd time in my lifetime I have experienced this same problem and ironically both times ( 20 years separated ) it was with Chase. The core issue is I will periodically receive text & email alerts to validate charges. When I receive these and I respond no that I do not recognize the charge they immediately cancel the card and reissue a new one. In most circumstances this would not be so problematic, however Chase did this twice to me within a 60 day period and I was traveling both times. I fully understand this is part of their fraud mitigation but it leaves the consumer in peril when traveling. I recommended they should pick up the phone and call the customer to address intervention if they are that concerned about fraud. I say this because the 2nd time they cancelled my card, although I did not recognize the charge I did recognize the business. I immediately called the business and it was a mistake for which they immediately refunded the charge. If XXXX would have just called before cancelling the card it would have saved me a lot of inconvenience. Their form letter indicates they did nothing wrong and fail to provide any service recovery for the inconvenience they created due to their process. I explained in my letter to Chase that other credit card companies call me before cancelling the card and in most situations we were able to mitigate any concerns with fraud without card cancellation. For Chase, it is crystal clear that they dont care about customer service or any inconvenience they create for the customer. They will just say it is their process. I tried to convey that other banks are more customer service oriented and their company should reconsider their process. All I receive are form letter which I presume are computer generated so the fact is that Chase is doing nothing to address this problem. I believe they should be required to indicate up front boldly the risks of using their credit cards if this is going to be your sole credit card because there is high probability they will cancel the card and if this is done when traveling, for example, it becomes very problematic. Chase could care less about customer impact so there should be an effort to provide warnings to consumers relative to their business practices of immediately shutting down the card instead of having a more proactive approach of contacting the customer directly via phone. As stated, other banks are more proactive so companies like Chase should have more stringent disclosure requirements to protect consumers.
Company Response:
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: Chase Sapphire XXXX advertises XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX I filed a claim 2 months ago over a Trip Delay caused by weather on a flight I purchased through Chase. Our first flight from XXXX to XXXX XXXX was delayed due to inclement weather. This caused us to miss our connecting flight from XXXX to XXXX, which caused us to stay in XXXX center with a friend. XXXX XXXX rebooked us on the next flight to XXXX the next morning. Because of flight delay, I called a Chase travel advisor who said I could pick up my rental car at a new time, any time before XXXX on XX/XX/XXXX at the same location in XXXX XXXX When we arrived to XXXX, we arrived at XXXX to XXXX but it was closed, and the signage said it closed at XXXX. XXXX would not answer their phone number, which the Chase travel advisor had given me. We were forced to book a hotel for the night in XXXX. We were forced to cancel our XXXX reservation because a new Chase travel advisor said we could not pick up the car the next day, so we had to rebook at a higher rate. I explained all of this in the claim, including the proof of purchases and amounts. The Card Benefits Services used by Chase has had horrible service. After 2 months of processing, they denied most of my claim. I tried speaking with a representative multiple times yesterday and today ( XXXX and XXXX of XXXX ). They are either hanging up on me on purpose, or their phone service is severely congested, to where every time I call, the call drops within 5-10 minutes. It is impossible to get anywhere if the call continues to drop. On top of this, the representatives have been rude and give me conflicting information, changing their explanation for why my claim has been denied. Every time I ask for a supervisor, the call drops.
Company Response:
State: TX
Zip: 77025
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
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 have been Chase-Amazon VISA card holder for about 7 years or even longer. My credit scare is always EXCELLENT over 750-800 in the past three decades. Overall speaking I was quite happy, because Chase always protects its customers. Bu not this timeit is not. I have to complain CHASE, because its action was totally against its own rule and policy, non-professional, which made me very confused, and realized Chases goal is no longer to protect its faithful customers anymore. Why do I need this kind of credit card?? So far I can still not believe that was what Chase did to me! Till I noticed that Chase allowed XXXX XXXX REBILL me {$1400.00} at the end of XXXX ( No charge date, but XX/XX/XXXX on an already closed account, due to other fraudulent charge, particularly the charge {$1400.00} is under a dispute case, no conclusion yet ). Usually, only the credits could be transferred from the old card account to new card account. But wont accept new charges of a closed account. I called Chase Dispute Dept right away. The lady who answered the phone told me that XXXX XXXX claimed THE REBILL WAS AN ERROR, which turned out to be not true. She was lying to me! Not only that, she also told me dispute case was closed without asking me anything as a dispute initiater. I am very regretful that I did not ask her name and write it down. At that moment, I believe she told me the truth. May I suspect a Dispute Department Lady who represents Chase could lie to its own clients? How do I know she was lying to me? The next day early morning, I called again. A gentleman answered the phone, who did not know anything about XXXX XXXX claimed the REBILL was an ERROR. If XXXX XXXX did, there must be a record on file. The gentleman must know. Since he did not know anything, there is no record on file, which proved the other woman that I talked to one day earlier was lying! Did Chase ever ask me whether I agree to close the dispute case? Absolutely not! Chase did it by itself anyway! Even till today, two weeks later after I discovered Chase REBILL me {$1400.00} without receive any products from XXXX XXXX, they even never claimed whether they found the products that I ordered on XX/XX/XXXX, it was obviously an unauthorized charge. And more than 70 days later, they still did not find where the {$1400.00} products are. What was the reason that Chase closed the dispute case by itself? Why my previous impression that Chase handled most of issues professionally disappeared? Did Chase change management? Why did they inform me most of whats going on with email, or snail mail in the past years, such as Chase suspected there could be fraudulent charge ( attachment A ), address or phone number change ( attachment B ), replacement of credit card request ( attachment C ), or snail mail me ). But this time, so unprofessional. Why? Why?? Why??? I have to ask myself over and over but no answer. Even till today, XXXX, at least two weeks later after I found XXXX XXXX REBILL me {$1400.00} without deliver any products ). I still did not receive any email, or snail mail to inform me the reasons that Chase accepted XXXX XXXX REBILL me {$1400.00} without deliver any products under dispute. And the dispute case ( # XXXX ) was closed by Chase itself . Why Chase is so powerful? More than most of the credit card Banks? I have to emphasize when that lady told me the dispute case was closed. I did ask her immediately, Any Conclusion after your investigation? No. She answered. Is it another example that it is very unusual!? No Banks will handle the case like Chase did. I would also say nobody in the world would like to pay {$1400.00} without getting anything! It is obviously an unauthorized charge, Why didnt Chase do as what it usually did? In contrast, Chase let XXXX XXXX do it! Even not let me the credit card holder does! Why didnt Chase tell XXXX XXXX the truth? The account was closed. We can not take any more charges in a closed account. or Since we are still investigate this dispute case. We can not accept any REBILL. It was so easy to find any excuse to reject XXXX. Unfortunately, Chase did not. I really have no idea. The REBILLs were on XX/XX/XXXX, but recharged in XXXX which was very unusual. ( Attachments of XXXX and XX/XX/XXXX Chase Statements on p3. All charges were listed ). If I did not call Chase Dispute Department after I discovered the REBILL {$1400.00} at the end of XXXX, I still dont know whats going on in my account : including the REBILL and dispute case # XXXX is closed. What is the conclusion? REBILL with no reason. Nothing has changed since XX/XX/XXXX. Except Chase sent me one snail mail and stated that XXXX XXXX credited me twice ( {$190.00}, only 13.23454 % of total charge {$1400.00}, It should not be Chases unprofessional actions excuse. ) I did admit that. In fact, I paid back {$190.00} to Chase on my XX/XX/XXXX payment with {$100.00}. But I refuse to pay {$1000.00} ( particularly, I dont recognize what this charge is about? Since XXXX XXXX claimed this is REBILL. May I ask what is this {$1000.00} about on XX/XX/XXXX? I did not order anything with {$1000.00} on XX/XX/XXXX ) + {$190.00} + {$190.00} = {$1400.00}. There is even no description of each charge is related to. It only indicated that whoever made this REBILL did not know any details of XX/XX/XXXX and thereafter. How could XXXX XXXX claim this is REBILL? To tell lie is not so easy. Only stupid people will believe that. Whether Chase wants to reopen the dispute case or not, its between Chase and XXXX XXXX, I have nothing to do with it. Chase could close the dispute case by itself, it should reopen it by itself also. Although the total amount does match XX/XX/XXXX order, but the details are incorrect. are wrong, are chaos, are unprofessionall! So far I still can not believe Chase accept this kind of REBILL! I have to ask Chase : ( 1 ) Why do you let XXXX XXXX REBILL me on an already closed account? If this is your new rule or policy, why didnt I know as a 7 year faithful and honest customer? If you let all bad merchants to do so, recharge, or rebill more than two months later, why did you close my account at least three times this year - XXXX, from XXXX to XXXX to XXXX? Each time you limited me to use the current account for 5-7 business days. If Chase let XXXX XXXX REBILL me with no reason on an already closed account, what is the reason that Chase does not let me the account holder to continuously use the same credit card? ( 2 ) To me, it was not surprising that Chase did so more than once recently. On XX/XX/XXXX, Chase sent me an e-mail to Confirm you made this purchase. The charge merchant was XXXX with {$59.00}. I would say at that time Chase handled the case professionally. At least Chase informed me, due to the suspicion of fraudulent charge. I selected No, somethings wrong. Under that selection. Chase obviously stated, We will close your current card and send you a new one. If you need to speak with us, please call the number on the back of your card and also We need the fastest way to contact you. No wonder I feel the situation was so different from XX/XX/XXXX to XX/XX/XXXX. How does Chase treat XXXX XXXX which Chase suspect Fraudulent charge and send me email on XX/XX/XXXX to Confirm you made this purchase. I remember it was not the first time that I receive that kind of email from Chase. Whenever Chase had doubt, it would send me email to confirm. That was professional operation. So most of Chases clients feel confortable and ease before XXXX. I noticed that although XXXX charged me earlier. But it intentionally took off the charges. Perhaps due to Chases warning email. But XXXX continuously boasting its product. They secretly charged me again on XX/XX/XXXX and XX/XX/XXXX. The same merchant, Chase suspected FRAUDULENT charge on XX/XX/XXXX, 20 days later, Chase let this suspected merchant charge again and again without sending email as confirmation anymore. Is chases policy changed? Is Chases policy selective? Even though I reported to Chase of this case immediately, Chase does not care. I have to pay {$5.00} and {$29.00} of XXXX charges on XX/XX/XXXX payment. So I said Chase has this kind of unprofessional action, as a 7 year customer, I am not surprised. The way Chase treated XXXX XXXX case was much worse than how Chase treated XXXX. Even though I called Chase many times and tried my best to explain the situation to Chase customer service whoever answered the phone. The answer was always We have a very dedicated Dispute Team But they all admit that they dont want this kind of treatment by their credit card banks : Paid {$1400.00}, patiently waited for three weeks, received no products for a local delivery and paid another {$1000.00} in order to receive products. 70 days later, no condition has been changed, all of a sudden, the {$1400.00} charges were ReBilled in an already closed account, the Bank was against its own policy. Regardless the customer already paid 13.23454 % of the total charge {$1400.00} back to the credit card Bank ( Supposedly, that 13.23454 % of the total charge was the merchant paid back credits to the customer twice. How about they charged the customer twice? Who will pay that back? Any compensation of the customers loss? Does Chase have any special relationship with XXXX XXXX? Why Chases action is so strange and so weird? I realized that I am only a small potato under Chase, I have to rely on some higher authority above Chase. Finally I found one! It is CFPB!
Company Response:
State: PA
Zip: 19403
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am listed as a signer on a Chase Bank account. Their internal systems are erroneously set up in such a way that it does not allow a signer to withdraw himself from a business some accounts but allows it on other accounts. When presented with the issue, they either don't fully understand the implication of refusing a signer to withdraw on his own, or resort to explaining that's just how their system works. They insist an account owner is the only one who can let a signer off of an account, and that is wrong because the moment a signer no longer wants to be on the account, the signer should not need any permissions to withdraw from that account. This only pertains to the 1 named account in my case. Chase 's software prompts are not sufficiently developed to allow for the retail bankers to make the necessary change. Essnetially the system has to recognize that not all " changes '' to an account need an account owner 's approval, in this case an account " signer '' wanting to be removed.
Company Response:
State: TX
Zip: 77024
Submitted Via: Web
Date Sent: 2023-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My debit card and pin information were compromised on XX/XX/2023. A police report was filed ( XXXX ) on XX/XX/2023. The tracking number is XXXX. All my money from my bank account was stolen through ATM transactions, E-Checks, and an in-person purchase at a jewelry store. There were three ( 3 ) ATM charges for {$210.00}, {$190.00}, and {$100.00}. There were three ( 3 ) check withdrawals for {$1500.00}, {$1000.00}, and {$3000.00}. There was one ( 1 ) {$660.00} charge for an in-person purchase at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. All these transactions were made on XX/XX/2023. I called Chase immediately and reported fraud on XX/XX/2023. They opened two ( 2 ) claims on my behalf for the debit card transactions and the E-Checks. I received temporary credit for the debit card transactions on XX/XX/2023. My claim was approved regarding the check withdrawals. I received a statement from Chase on XX/XX/2023, notifying me that they found the transaction was processed according to the information you provided or was authorized. The Chase Claims Department representative told me that the claim was denied because there were no pin errors during the transaction. Im confused as to why the investigation didnt entail camera footage of the ATMs when the transactions were processed or camera footage from the direct location provided on the statement showing the date of purchase from the jewelry store. I also dont understand how a second form of identification wasnt asked for when three ( 3 ) checks totaling {$5500.00} were withdrawn from my account. The Chase Claims Representative told me there is nothing they could do. I feel like my money is not safe banking with Chase.
Company Response:
State: MN
Zip: 55311
Submitted Via: Web
Date Sent: 2023-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-12
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I applied for and received my Chase Southwest credit card in XX/XX/XXXX ; when I received my XX/XX/XXXX bill, I noticed that I had already been charged the annual fee of {$140.00}. I immediately contacted Chase to inquire why I had been charged the annual fee a month later, because with my other Chase cards, I was not charged the annual fee until I had the card for a year. In addition, the Cardmember Agreement Rates & Fees document, made no mention of when the fee would be imposed, and the Cardmember Agreement booklet states that cardholders are responsible for the annual membership fee every YEAR that the account is open. However, I would not earn my promotional gratuities until my anniversary year ; XXXX. Unsatisfied with the service and ambiguity of the representatives I spoke to regarding this issue, I opted to close my account in late XXXX, after my final payment. In speaking with the representative that assisted me with closing my account, I was informed that when I received my final bill, the annual fee would be refunded, and since the calls are recorded, this can be confirmed. When I received my final bill, I had a XXXX balance, and the annual fee was not refunded. I contacted Chase again and spoke to a manager, who then informed me that since I closed my account after 60 or 90 days, they could not refund the annual fee charged. I then asked the manager that this decision and the applicable directive which XXXX what I was told me sent to me in a letter, responding to my request to reverse the annual fee ; to date, I still have not received this letter, but I am continually being charged late fees and interest. How can a company legally and ethically charge an ANNUAL fee for a card/service that amounts to 3 months ; then, tell me that my fee will be reversed, only to say it will not be? This is an unscrupulous and swindling act, and cardholder need to be aware of this company 's practice!
Company Response:
State: IL
Zip: 60517
Submitted Via: Web
Date Sent: 2023-08-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Chase tripled our mortgage by completing an incorrect escrow analysis. They do not understand the nuisance of XXXX XXXX unique way of handling a XXXX family home that has converted to a condo. Their analysis completed on XX/XX/XXXX assumes we will be paying a much higher tax rate than reality. They compounded this mistake by assuming our tax rate was XXXX at the last analysis. The combination of having at XXXX for XXXX months and over estimating future taxes means their escrow analysis is around XXXX XXXX Despite repeated attempts to contact them about the analysis being wrong over the past 12 months they have not fixed the issue.
Company Response:
State: IL
Zip: 60647
Submitted Via: Web
Date Sent: 2023-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A