Date Received: 2023-08-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XXXX XXXX while attempting to withdraw funds using my ATM linked on my XXXX XXXX app ( i've done this before multiple times ). I got a message saying my that ATM card had been cancelled and that the replacement has been activated. I tried a few times more. Then went int to speak to a teller. The teller verified that the card linked to my XXXX account was the current and valid one. I asked how we can fix it. The teller said I would have to call the phone number. I said I want to fix it now and here. He claimed he couldn't fix it. I insisted it be fixed. The teller then said the manager could help me. I said I'll wait here, the teller went and got the manager and the manager said he could help me in 2 minutes. I said fine and stated I would wait here. The manager and teller then proceeded to count money for a client a process that took longer than 2 minutes. Then the teller moved windows, I moved with him. The teller than said he had to help customers I said you're helping me. He then went and got the manager who said, " if he ( the teller ) doesn't help you, you're not getting help ''. The teller already said he couldn't help me. He's denying my access to my funds and the service Chase charges me for. I reminded him that he said it would be 2 minutes. He then lied and said he never said such a thing. He then told the teller to call XXXX. The teller called XXXX lied claiming I was harassing customers and being " aggressive ''. I was neither. This all happened at the Chase bank located at XXXX XXXX XXXX, XXXX CA XXXX. The bank Manager name was XXXX XXXX. The first office to respond from the XXXX XXXX XXXX XXXX badge # XXXX. I reached out to Chase via the in-app chat. They have yet to respond, besides a generic Chat Bot response. Is this wire fraud? How are they allowed to deny me access to my money and services I pay for?
Company Response:
State: CA
Zip: 90602
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX XXXX applied for a Chase Credit card online. We were approved and received an email stating we would receive our cards in 5 to 10 days with a credit limit of {$700.00}. We have great credit score but wanted to do a balance transfer. After 10 days we did not receive our cards but did receive an email stating if we made a {$4100.00} purchase, Since we didn't received our credit cards nor made any purchases. I called chase fraud department right away. I stood on the phone for XXXX XXXX to find out what was going on. I was told that we made a purchase of {$4100.00} dollars, I told them that we have never received the cards. Chase stated that they were mailed to XXXX XXXX XXXX XXXX # XXXX, XXXX. I told them why would they mail them to our old address since we lived at XXXX XXXX XXXX XXXX Az XXXX since XX/XX/XXXX and that we changed all our addressed before we moved out and when I filled out the application I put our new address so why did they mail them out to our old address. They apologize and said that they will send out new cards to our new address right away. On XX/XX/XXXX we received the new cards so I wanted to do a transfer but the rep XXXX from Chase accused me of stealing {$4100.00} from them. I was really upset and told him that his departments mailed them to our old address and that when I filled the application I typed in our new address and if they look at my chase account they will see that I made the changes with our Banks, all our creditors, and Post Office and that when I applied on the application I put our new address so why would they mail it to the old address, and why were they accusing me of fraud. I have great credit, because I care about my credit, I even called the same day that I received a text message that there was a {$4100.00} charge on my credit card that I never received. I called them back today XX/XX/XXXX and his name was XXXX who accuse me of fraud WHAT!!! I told him how dare him accusing me of fraud when I never received the cards at my new address and that the mistake was from their Company who mailed them out to the wrong address. I want this resolved, XXXX then hung up on me. I just want chase to get this resolved, We never received the credit cards and when we did receive the text message about a {$4100.00} charge we called them rights away. I want this to be resolved right away and I do not want their credit card after. I have 2 bank accounts with them for the last 10 years and never had any issues so we decided to apply for a credit card so we could do a balance transfer. Now I want to take my money out of my accounts because of how i was accused by XXXX of fraud
Company Response:
State: AZ
Zip: 86442
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX This company reached out to me on XX/XX/XXXX threatening to take me to civil court for a debt. I inquired about this debt and they said it was a line of credit from XXXX that I had opened. The original debt they said was approx. {$3500.00} but is a lot more now without giving me a number. They said this is from JP Morgan Chase. I let them know I never had an account with JP Morgan Chase. Once I hung up I called JP Morgan Chase and they verified that I have never had an account with them. Furthermore, they can not collect on a debt from 21 years ago. OR even the default date in XXXX is still 19 years ago. They can not supercede federal law with any toll provisions they may have. They refused to provide me a copy of the original contract as well. Also, I check my credit reguarly and this has never appeared on my credit report. I feel this is fraud meant to intimidate people into paying.
Company Response:
State: UT
Zip: 84118
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I left my phone at a restaurant and did not return to pick it up until around an hour later. When I retrieved my phone I immediately noticed that there were 3 unauthorized XXXX payments for {$250.00}, {$1000.00}, {$260.00} back to back in quick succession to an unknown LLC. I immediately called Chase Bank to contest the unauthorized access to my account which was done through my phone. I spoke with a representative and explained my issue and was told that within 10 days I would receive an update on my claim. Over 10 days pass and I called back Chase Bank for an update. When I called this second time I learned that a claim had never been created and I was forced to repeat the initial process and give the details of my situation. I was then told to wait 10 more days for an update. After these 10 days, I called Chase Bank for a third time and was notified that my claim had been declined and that I would need to provide additional documents to support my claim. An example given was documents from the restaurant proving that I had lost my phone. Obviously, at this point nearly a month has passed and it is impossible for me to obtain these documents. Had my initial claim been filed when I immediately called I would have been in a position to obtain corroborating evidence from the restaurant. I was then told that my claim would be looked at again and to wait 10 more days. I wait 10 more days and call back in and it has been closed and can not be reopened without any additional documents supporting the claim.
Company Response:
State: GA
Zip: 30269
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: It all began when I received an email from my school on the XX/XX/2023 that there is this job available for Students and students with XXXX XXXX, to work after school. So, I replied that I was interested. They asked for details, my name address, gender etc. They said they will email me a cheque which will be cashed and used in sending money for purchase of the equipment to work with. They sent the Cheque the next day. I responded that this is new as Im aware Companies will procure the equipment and send to the employee. He responded that they the equipment will be allocated for my work, it must be linked to me hence the mode of purchase. I deposited the Cheque, and which cleared. The Cheque is for {$3900.00}. Asked me to take {$3400.00} to buy money order and the remaining balance will be Salary for the month. When I went to the post office, I could not purchase the money order as I did not have the details requested as they needed the social security details and date birth of the recipient. The address is South Carolina On theXXXXXXXX I withdrew the money from the bank and went to the Post Office but due to not having the details, I couldnt make the money order purchase and tried calling the guy, but the line was picked by a lady speaking in a foreign language, that the number was a wrong number. I told the guy that Im not comfortable with the process and no longer interested that I want to return the money that Im not interested in the job anymore. He said, XXXX send me the account details to return the money sent. He sent me a JP Morgan Chase bank account details for ( XXXX XXXX XXXX XXXX, Acct XXXX, Routing - XXXX, Address XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX XXXX XXXX GA XXXX XXXX ) where to return the money. I thought the cheque had a value as XXXX XXXX credited my account and made the money available to me. The account he gave me is a Chase bank account which the money is to be sent to. I went to the bank, and they said I should use my app but I told them Id rather have it transferred by the bank. They did the wire and I left for home. It was less than 2 hours later, that the XXXX XXXX called and said the cheque paid into my account was fraudulent and that where did I get the cheque from? I went to the bank and was shocked about the revelations. I called Chase bank where I deposited the funds so I can alert them. I was told that the funds are still pending, and they will relay the details to their Fraud/Claims department. They said the funds are still pending and the refund will be made when the Fraud unit concludes their process. The branch advised me to call the police as to make a statement on the matter. But because I was working that day, I couldnt go in person to the police station but make the complaints over the phone to them. I called the next day and was told that the pending is still on. The claim dept says the transaction is still pending but they may not refund the whole money as I may be able to collect part of the funds. The Manager of the bank asked me to show him the evidence I had, the cheque from the XXXXXXXX XXXX. The claim department told me that they have flagged the account and the owner can not take the money as the account has been flagged. Two days later they still sent me a letter that the claim has been denied. This is an experience that has been harrowing for me. I believe the Chase bank know the
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Problems at the end of the loan or lease
Subissue: Excess mileage, damage, or wear fees, or other problem after the lease is finished
Consumer Complaint: The issue is about the additional monthly lease charge made by J. P. Morgan Chase Bank ( hereinafter Chase ) on behalf of XXXX XXXX XXXX at the end of the Lease XXXX : XXXX of a XXXX XXXX XXXX WA, with XXXX : XXXX. The amount of {$310.00} was erroneously included in the Payoff for Lease Vehicle Purchase Letter issued by Chase on behalf of XXXX XXXX XXXX on XX/XX/XXXX for a total of {$15000.00}. At the time of issuance of the Payoff letter, all 36 monthly lease payments had been completed. This error led to the overpayment of {$310.00} when on XXXX XXXX, XXXX XXXX XXXX received the payoff check issued on my behalf by the XXXX XXXX XXXX XXXX for a total of {$15000.00}, for me to pay the purchase price of the above referenced vehicle. I've had numerous calls with Chase regarding this matter, and my final attempt to amicably resolve this issue was a letter dated XX/XX/XXXX that I sent through certified mail to XXXX XXXX XXXX, to which I enclosed the following documents : XXXX. Letter from the XXXX XXXX XXXX XXXX dated XX/XX/XXXX, with XXXX pages attached to it. This letter and its attachments serve to confirm that Check number XXXX for {$15000.00} was delivered to XXXX XXXX XXXX on XX/XX/XXXX, and was endorsed on the back by Chase Auto Finance on XX/XX/XXXX. XXXX A printout from my Lease account of the above referenced vehicle, which shows that on XXXX, XXXX XXXX XXXX XXXX applied as a XXXX monthly Lease payment the amount of {$310.00}, even though my Lease Agreement on the above referenced vehicle was for 36 monthly payments, and the Lease was agreed to end on XXXX. Since the XXXX payment was processed on XXXX, when XXXX XXXX XXXX issued the Payoff for Lease Vehicle Purchase Letter on XXXX, there was no monthly payment due. Additionally, as the Check issued by the XXXX XXXX XXXX XXXX to pay the purchase price of the vehicle was received by XXXX XXXX XXXX on XXXX, this is prior to the expiration of the Lease Agreement, there is no doubt that the payoff check for a total of {$15000.00}, included an overpayment of {$310.00}, which XXXX XXXX XXXX is obligated to refund. As I never got a response to my XX/XX/XXXX letter, on XX/XX/XXXX, I once again called Chase, and was told to go its branch in XXXX, MO, to fax tmy XX/XX/XXXX letter and supporting documents to their office, which I did on the same XX/XX/XXXX. To this day, XXXX XXXX XXXX has simply ignored my claim that they need to reimburse me the {$310.00}, as this is an additional monthly lease charge that I did not have to pay. I hope through the CFPB we can bring this issue to a final resolution. Sincerely, XXXX XXXX XXXX
Company Response:
State: MO
Zip: 63017
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX my diaper bag was stolen from my car. As soon as I found out cancelled all my credit cards and debit card and got them replace. A week later on XX/XX/XXXX Chase branch XXXX and XXXX here in XXXX TX called me saying someone had tried to cash a check with my driver license and that the person saw they were taking long and run away. The person left my identification and check with them but had already cashed 2 checks with them.The Chase manager from that location recommend me to go the nearest location and get this resolve. I went to a XXXX TX location and the person who help me made a new account and they transfer all my funds from the old account to the new account. The next day on the XXXX of XXXX chase had already taken out my money away from the 2 checks the theft cashed. How was it possible for the teller to cashed the checks with my ID to someone else, that person didnt do her job right! Chase decided to closed my new account as well and left me with no money, they said Im going to receive a check when ever they think the issue is resolve. I need my remaining funds plus the returned checks that I didnt cashed. I have bills to pay and its already XX/XX/XXXX.
Company Response:
State: TX
Zip: 77036
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
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 my second cfpb complaint for this same issue. I have contacted the merchant ( XXXX ) and they have said they issued a refund in the amount of XXXX GBP to Chase for the transaction in question on XX/XX/2022. That refund was never posted to my Chase account. XXXX provided the following information via their online chat : Name XXXX XXXX Email address XXXX Order number XXXX XXXX XXXX XXXX code XXXX Name of the bank Chase Account holder 's name XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX XXXX XXXX Please rectify this ASAP as it has caused my card to be at and over limit for beyond a years time. This has been a back and forth at my expense and now the onus is on Chase to rectify.
Company Response:
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have two Chase credit cards that are currently showing on my consumer report as a charge off. The payments are past due and I have been attempting to pay by negotiable instrument for the last few months and Chase has yet to accept my payment. I have written on the instrument pay to the bearer and I have accepted the instrument as I am supposed to as the holder. I endorsed the instrument and sent the bill back to the corporation for set off but for some reason Chase will not perform their fiduciary duties. I have sent in my durable power of attorney and have instructed Chase to transfer the principal 's balance to the account numbers on the instruments to satisfy the account. Chase needs to respond to me in writing within 5 business days stating the reason to can not complete this performance as the fiduciary.
Company Response:
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: Please see attached documents for a formatted version of this statement that is easier to read. Summary : Last XXXX, an unknown person fraudulently used my husbands drivers license to wire transfer money three times out of our joint personal account. This account is with Chase Bank. The transfers were not flagged and we were not notified of the transfers. Early this year, the person opened a fraudulent business account with Chase, and transferred money out of our legitimate business account. This was flagged as suspicious by the banker who manages our business account. As we were checking through all accounts to see any other instances of fraud, we saw the XX/XX/XXXX activity. We immediately filed a police report, and opened a claim with Chase regarding the wire transfers. The claim was rejected because it was submitted after Chases 30-day timeframe for reporting fraudulent activity. We explained that, due to the lack of communication, we had not even been aware of the fraudulent activity within this 30-day window, but Chase representatives claim that this is not their problem. We have followed up multiple times since then, as it does not seem reasonable that we should have to bear the loss due to Chases lack of communication with us. Key details and dates : XX/XX/XXXX Fraudulent wire transfer of {$50000.00} from our personal savings account with Chase Bank to a fraudulent bank account with XXXX Bank with my husbands name as the account holder. This is not our account and XXXX has already closed this account, but the money has not been recovered. Initiated by XXXX XXXX in XXXX XXXX XXXX Chase in Virginia Wire transfer was approved despite the license being from New York and no evidence that we had ever traveled to Virginia. The signature of the authorization does not match the signature on the license and looks like a random swirl ( See attached document titled Wire Transfer 1 ). This person also does not match the photo on the license, as the photo on the license is of my husband. Email address given for this wire transfer was our email address, but we did not receive an email confirmation of the transaction No notification was sent to my phone, even though I had set up alerts with Chase to receive an alert for any wire transfers over the amount of {$1.00}. Usually, I receive messages about every transaction I complete very promptly, but no message was sent in this case. I verified with a representative on the day we found the fraudulent activity ( XX/XX/XXXX ), and alerts were set up correctly and should have been sent to my cell phone. XX/XX/XXXX Two wire transfers of {$48000.00} and {$42000.00} were authorized to two different accounts at XXXX XXXX Again initiated by XXXX XXXX, the same person who initiated the wire transfer the previous day. The transfers were initiated XXXX minutes apart, but were approved by two separate people. Each of the three transactions had a different approver. Wire transfers were approved despite the signatures not matching the signature from the day before, nor the signature on the drivers license. The signature is just a printed first name and a stylized last name. ( See documents Wire Transfer 2 and Wire Transfer 3 ) Again, the email address given is our email address, but we did not receive any emails regarding the transaction. I also did not receive an alert on my phone for either of these transfers. The transfer for {$42000.00} was rejected by XXXX XXXX due to suspicion of fraud, but the {$48000.00} wire transfer was completed. At that point, {$98000.00} had been stolen from our personal savings account. XX/XX/XXXX The perpetrator opens a business account named XXXX XXXX XXXX XXXX XXXX XXXX with XXXX XXXX from a Chase branch, located at XXXX XXXX and XXXX XXXX, in XXXX, NY. They used the fraudulent drivers license and my husbands social security number. They then linked our preexisting, legitimate business account to this new fraudulent account and transferred {$40000.00} to the new account. They then withdrew {$20000.00} in cash from the fraudulent account. At this point, the Chase Fraud Department flagged this activity and attempted to verify this withdrawal by calling the number on file with our accounts. I answered, but because it was a query about my husbands account, the representative would not disclose any information about the issue. My husband was working ; therefore, he could speak on the phone at that moment. Despite the flag and no authorization from our end, the XXXX branch proceeded with the cash withdrawal anyway, and the person left with {$20000.00} in cash. Later that day, the banker who manages my business account noticed this suspicious activity and called me around XXXX to ask if these actions were legitimate. This was the first indication that our accounts and identity security had been compromised in any way. I confirmed over the phone that all of the actions had been fraudulent. XX/XX/XXXX We went to a branch of Chase in XXXX, NY, to review all of our accounts for other fraudulent activity. This is when we found out about the wire transfers from XX/XX/XXXX. Completed two Identity Theft Declarations with XXXX, one for the fraudulent business account and one for the fraudulent wire transfers. We were told that they would need an official police report to submit the claim ( see documents " Declaration 1 '' and " Declaration 2 '' ) XX/XX/XXXX Filed a police report on the stolen money and other fraudulent activities ( see document " Police Report '' ). We submitted this report to Chase the following day ( XX/XX/XXXX ). XX/XX/XXXX Received letter from Chase about the fraudulent account claim, stating that the account has been closed. No communications about fraudulent wire transfers claim. XX/XX/XXXX Called to inquire about the status of the wire transfer claim, as we had received no notifications or messages from Chase regarding this claim. The representative informed us that the claim had been rejected due to out of time frame issues. The rep told us that we needed to file an escalation form to reopen the claim. XX/XX/XXXX We went to the XXXX branch to file the escalation form. They informed us that the form was no longer used, and so there was no way to file it. Instead, we filed an executive complaint about the issue, and this would initiate reopening the claim. XX/XX/XXXX A representative called me to communicate about the executive complaint. I was not able to answer this call, but called back that day. They did not pick up, so I left a voice message explaining the situation. XX/XX/XXXX Chase sent me a letter stating that they will no longer contact me about the executive complaint, but I had not actually spoken to any representatives at that point. I called the number given on the letter, and after being moved multiple times to different departments, was told that the claim was still rejected, never reopened, and to file the aforementioned escalation form to reopen the case. I told the representative that the form does not exist, but she insisted it did and said that we must file that form in order to reopen the case. We revisited the XXXX branch, was notified that the form still does not exist, and so we filed a new case. We were told to follow up after about a week for results. XX/XX/XXXX Followed up regarding second case submission. The representative informed us that it had been rejected again due to time frame reasons. We were also told on the phone that they had contacted the Virginia branch that had authorized the three wire transfers, and that they claimed it was impossible that such fraud had happened. I asked if they were insinuating that we were lying about the situation, to which the representative said she would take a look and hung up the call. XX/XX/XXXX Called Chase to follow up on the previous call. Spent XXXX hours and XXXX minutes on the phone, but was not given a solid answer as to our next steps. XX/XX/XXXX Filed executive complaint about the rejected case. XX/XX/XXXX Was contacted by a representative regarding the executive complaint and was told that they were investigating my case. XX/XX/XXXX Was contacted by the representative about the case. We were told that we needed to file a third claim, with a full, detailed police report. This was already provided in the first claim. In addition, we needed to provide an FBI case submission confirmation. They also said that they would not be willing to communicate directly with me, but that all further communications would need to be through the person who had filed the claim the second time. This is the last communication we have had with Chase. Summary of Major Concerns : 1. Significant lack of communication a. Automatic wire transfer alert did not work, even though I opted-in b. Unusual activity was not flagged or reported to me c. No email confirmation for any wire transfer d. Did not wait for confirmation before issuing {$20000.00} cash e. No notification of claim rejection 2. Wire transfers should never have been authorized a. Three high dollar values in two days, coming out of a savings account b. Completely out of character I have never wired money out of my savings account c. Out of state ( Virginia ) Did not match drivers license d. Sent to three different accounts in three different states ( XXXX D.C., NY, PA, respectively ) e. All initiated by the same person ; should have been noticed by this banker f. Signatures did not match from XX/XX/XXXX to XX/XX/XXXX g. Major noticeable issues with fraudulent ID i. Photo ID picture did not match person applying for wire transfers ii. Signatures did not match that on ID iii. ID issued in NY, but branch was in VA
Company Response:
State: NY
Zip: 11791
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A