Date Received: 2023-08-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: After reviewing your response to the complaint that I submitted to the CFPB, I find your response to be grossly incorrect and inadequate. Your response includes assertions that are false, misleading, and completely unresponsive to the facts that I presented in my complaint. In Chases response, you claimed that I stated that my pin was not written down. I never stated this. Your letter states that we have enclosed copies of the claim letters for your records. There were no claim letters attached. Im beginning to think this is a form letter. Im also thinking that I am communicating with a robot not a person. Your letter states that there are undisputed transactions at the same merchant location/terminal with similar dollar amounts. Yes, I have made numerous withdrawals of money from the same ATM over the past years, but never six consecutive withdrawals at the same time. For example, if I walked down a street with money in my pocket and was robbed by a thief, I would go to the police and file a complaint. If I walked down that same street and was not robbed, I would have nothing to complain about. Right? Also, as soon as I was advised by Chase regarding the {$370.00} fraudulent transaction ( literally minutes after the six fraudulent transactions were posted ), I responded by answering NO to whether I made this transaction. So, Chase was aware that I was disputing the transaction. Yes, I didnt dispute the other five fraudulent transactions. Because I wasnt aware of them at the time. Then you go on to state that we are not able to prove fraud occurred. What? You already suspected fraud by asking whether I made the withdrawal on XX/XX/XXXX. ( See above. ) Why would anyone make six consecutive withdrawals moments after midnight? ( One of which was flagged by the Chase security system. ) I have never made more than one withdrawal in a day. Not six consecutive withdrawals in a few minutes! In fact, I thought that I wasnt allowed to do this? It seems that the only basis for your decision is that my password was used. In any case, you must be aware of scams that are employed to steal a customers password? I have heard that sometimes copies of an ATM transaction can be illegally made from an ATM machine. Why should I, a Chase customer for over 25 years with six accounts maintaining an average balance of at least {$150.00}, XXXX a month, be held solely responsible for this apparent fraud. THIS IS OUTRAGEOUS! HERE IS THE RESPONSE THAT i RECEIVED FROM CHASE BANK We aim to give exceptional service and are sorry if we did not meet this goal when you contacted us about the ATM withdrawals from your account. We will address your concerns about your customer service experience internally. We reviewed your claim numbers XXXX and XXXX on XX/XX/2023, for the ATM transactions totaling {$940.00}. We denied the claims because we show the transactions were authorized and were completed without any invalid PIN attempts. You also stated your PIN was not written down. There are no signs of account takeover, and there are undisputed transactions at the same merchant location/terminal with similar dollar amounts. We are not able to prove fraud occurred. After reviewing our denial, we did not change our decision. We can not credit your account for the loss. We have enclosed copies of the claim letters for your records. The security of your information is especially important to us. We strongly recommend protecting your debit card, checks, and other account information from theft and unauthorized use. You can see suggestions for safeguarding your information in the Deposit Account Agreement and at chase.com/security. You were provided a copy of the agreement when you opened the account. You can review the current agreement by signing into your account on chase.com. MY INITIAL COMPLAINT LETTER SUBMITTED TO THE CFPB ON XX/XX/2023 XX/XX/2023 Chase by Mail XXXX XXXX XXXX XXXX XXXX, OH XXXX Re : Account Number XXXX To Whom it May Concern : On XX/XX/XXXX there were six fraudulent transactions in my Chase Safire bank account. ( See Attachment 1 ) The fraudulent transactions were made at an ATM machine, operated by the XXXX XXXX in the XXXX XXXX. I have been using the ATM at this bank for six years. Apparently, someone was able to hack into my account and made six fraudulent transactions during a short period! Chase must have realized that fraud was being committed because they sent me a message at XXXX XXXX on XX/XX/XXXX, asking me whether I attempted a withdrawal of {$370.00}. When I saw the message at XXXX XXXX, I replied No. At that time, I was not aware of the five other fraudulent withdrawals. I immediately received a message from Chase saying that my atm card was closed and that I would receive a new card. ( See Attachment 2 ). On XX/XX/XXXX I noticed that in addition to {$370.00} fraudulent transaction, Chase had also credited me for the other five fraudulent charges. ( See Attachment 3 ) So, you can imagine how shocked I was on XX/XX/XXXX when I looked at my account online and discovered that all the fraudulent charges had been re-applied to my account! ( See Attachment 4. ) Of course, I called Chase immediately and they passed me on to the Fraud Department. There I spoke with XXXX, a supervisor who told me that an investigation had been done, and that since my password was used, I was to be liable for all the charges. She said a letter was sent to me, advising me of the decision. The conversation was very short. When I asked her if she would call me back if we got disconnected. XXXX said, we wont get disconnected, When I asked if there was someone else, I could talk with about this matter, she said I could look that up on XXXX. As of today, I have not received the letter. I have had an account with Chase for over 25 years. During most of that time, I have maintained four accounts with an average balance of more than the {$75000.00} minimum balance requirement to receive free checking. Usually more than twice that amount. In the past I have received excellent service from Chase including several warnings about suspicious transactions. As stated above, I even received a warning about these fraudulent transactions. However, in this instance Chase has let me down. The fact that a thief somehow hacked into my account and was able to make six consecutive fraudulent withdrawals and Chase was not able to stop this is outrageous and unacceptable. I contend that given the information that I have presented above, Chase should restore all of the charges associated with these fraudulent transactions. Sincerely, XXXX XXXX Attachments ( NOT ATTACHED )
Company Response:
State: CA
Zip: 90026
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My name is XXXX XXXX. I am sending this email here because I have exhausted all my other options. I have pleaded with Chase, opened cases, opened disputes and investigations to not availability. I have only been hitting dead ends. I am in dire need for someone to help me. On XX/XX/2023 while I was at work in XXXX New York, I had {$37000.00} stolen from my bank account which I never consented. My card was in my possession at the time of this cyber robbery. I took immediate action the second I saw something was wrong. The money was withdrawn in XXXX, New York through ATMS, CHASE BANK & Money Orders at USPS. Additionally even my cellphone was turned off because someone stole my phone number, which prevented me from getting notifications from CHASE. My manager wrote a letter stating I was at work during this time, I also sent this letter as well as my work schedule. I sent all evidence I had to chase and they refuse to return all the money that was stolen from me. I attempted to find a financial lawyer, I made a police report and am currently awaiting camera footage for over a month. Its extremely hard to get a lawyer to pay when I have existing expenses that I can not cover because my money was stolen. I have been a loyal Chase customer for years and I am appalled at how I am being treated. I am a legal XXXX who is trying to go to school for a better life, I am a woman, I am a human, this was my savings and it is gone. My life is completely destroyed. I am asking for someone to please listen and help.
Company Response:
State: NY
Zip: 11223
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On Wednesday, XX/XX/2023, I received an email from Chase alerting me that someone had requested a new card from my account. On Thursday, XX/XX/2023, I also received a phone call from a man claiming to be from Chase, saying there were fraudulent charges on my card and to confirm my credit card number. I called Chase using the number on the back of my card and they alerted me that someone I did not know had added their name and personal address to my account and added themselves as an authorized user. This person also requested a new card under my account. I worked with Chase to lock my account and issue new cards.
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have a XXXX mortgage with Chase and I am aware that my interest rate will started become a floating rate, which essentially goes up from 2.75 % to 7.75 % in XX/XX/XXXX. I called Chase and even visited Chase Bank in XXXX XXXX, the local branch supervisor assured me that as long as I paid off the entire loan principle by end of XXXX, I will not be paying the 7.75 %. I believed in that. but on XXXX, when I am asking Chase for a payoff quote, it shows even if I pay in XXXX, I will be paid for the new rate, 7.75 %. i called custom service, they did some investigation and saying that for my loan, the interest is XXXX month ahead, so I should be actually starting paying the new rate XXXX month earlier. This is very unfair and not transparent to me, no one explained to me this before and the branch didn't warn me of this as well. They said they had sent a letter to me saying the rate is going to increase on XX/XX/XXXX but I saw in the same letter, they also say " Under the terms of your Adjustable-Rate-Mortgage, you have a 84 month period during which your interest rate stayed the same. that period ends on XX/XX/XXXX, so on that date, your interest rate and mortgage payment change ''. so it says rate changes in XX/XX/XXXX on that sentence. How can a customer believe the rate is actually changing in XX/XX/XXXX by reading such statement. This is very bad and misleading. also the interest they are charging me as of 7.75 % is from XX/XX/XXXX to XX/XX/XXXX, it is even unbelievable, even XX/XX/XXXX is charging 7.75 % now?
Company Response:
State: NY
Zip: 10038
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: This is the second issue I have received. The first one was a Chase debit card for a checking account that I never opened and I contacted Chase and got it cancelled. Now, today, I received a Chase Freedom Unlimited credit card. I have never applied for either of these accounts, and I am worried that my social security number is out there and someone is applying for these in my name. What do I do at this point?
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/, my Chase Sapphire card was charged {$1900.00} from a company called XXXX XXXX. I immediately checked my other credit cards and notice an identical charge of {$1900.00} had been charged by XXXX XXXX on my Chase United card on that same day. I called Chase to inform them about the fraudulent charges on both of these credit cards. Chase reversed the charges and began an investigation. In the last week of XXXX, I received communications from Chase that they had concluded their investigation and I would be responsible for both {$1900.00} charges. I called Chase to discuss this investigation. They informed me that they had received an invoice that was sufficient for them to determine that I had received the services. I then called the merchant on the invoice and talked to him. He stated that he had previously closed his XXXX account because of fraudulent transactions by scammers. But he could not provide me with documentation. On XX/XX/, I called Chase again and was connected with their Fraud Recovery Team. I spoke to a XXXX XXXX who again stated that their investigation found that I was responsible for those charges based on the invoices and proprietary information that he could not disclosed. I told XXXX that the company was based in Georgia, and I'm based in XXXX, NY. The company provides power washing services which I would not need since I rent. I told him why would I charge identical amounts on the same day on two different credit cards for the same services. He stated I could have rental properties and that they are multiple reason someone would do that. I stated why isn't my physical address on the invoices or where the services was rendered. I asked him why aren't there any state taxes being charged to me on these invoices. He stated he isn't a tax expert. I told him there is so much wrong with these invoices that they couldn't possibly think these weren't part of the scam. I asked him if my credit card numbers were on these invoices? They were not. There is nothing on the invoices to link my respective credit cards to them. Only my email address and my name, which can be gleamed from my email address is found on the invoice. XXXX stated he would send this for additional review. I am not confident given their secrecy, limited contact, and poor logical reasoning that I will not be forced to pay {$3900.00} for these fraudulent charges.
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Chase failed to close my account and continued charging monthly service fee.
Company Response:
State: VA
Zip: 22043
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: i received two text message alerts from Chase that state : CHASE Mobile Alert We need to inform you that your account has been temporarily restricted due to security measures and theres information required to verify the ownership of the account. it then lists a XXXX url that i have NOT clicked on. i do not have a chase account. the phone numbers that the messages came from were : XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: My son was contacted about a computer he was selling and was convinced to install XXXX on his High school checking account that is attached to my chase bank account. The person said that he needed to send him XXXX to receive the payment. After he did this the person blocked him in messaging, I attempted to contact the phone number the individual had listed and a female claimed to not know what XXXX even was. I contacted XXXX in which they said there was nothing they could do, contacted Chase Bank Fraud dept who closed the case and claimed it was not a form of fraud.
Company Response:
State: WV
Zip: 255XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have an Amazon Rewards Chase credit card that i obtained in XXXX when we signed the contract to 19.24 % -27.24 % Variable APR. Normally the APR rate depends on the creditworthiness of a person. as an immigrant my creditworthiness increased to XXXX and have obtained 3 cards One for my Business Chase ink card XXXX XXXX XXXX from XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX and One this AMAZON Rewards card that has a limit of around {$5000.00} I have a Balance from that card XXXX XXXX and i am paying regularly every month However last 2 years i asked to Chase to review my card and lower the APR I called them many times to the call center and the supervisors also found that the APR percentage is too high for a good credit score However, despite my applications, i was just sent the same paper indicating i have to pay 27.24 % APR Sadly i do not live this problem with my other cards however i live with just an Amazon Rewards Chase card and as i lost my faith to Chase i stopped to purchase with that card and plan to clean my Balance and decided not to purchase until an official gives me a credible explanation why i have a 27.24 % APR i begin to believe they fixed me and despite i do my best i will get the same result I also went to the branch to ask the same question but they can not give me an answer and also advised the wrong opinion that i was told i have to clean the balance and close the card which will also affect my credit score
Company Response:
State: FL
Zip: 33024
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A