Date Received: 2024-01-05
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have been banking with Chase for a few years. I have XXXX personal credit cards, XXXX business checking and XXXX business credit card. Back in XXXX, my ink business card was used to make unauthorized purchases online for XXXX airline tickets. I called the fraud and dispute departments to dispute them since the merchants directed me to my bank. I provided Chase with a copy of all the evidence such as my tax returns and lease to prove that I had no tie with the person who used my credit card but I was still made liable for those charges around {$1600.00} that has been accruing interest since XXXX. I enjoy banking with Chase and have been a loyal customer and want to preserve the relationship so I really am hoping Chase can help me resolve this issue as it is causing me a lot of stress. Thanks in advance.
Company Response:
State: TX
Zip: 77045
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
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 XXXX XXXX XXXX I had a tree removal company out to remove several trees from around my property. On the final day at around XXXX I paid them for their services, they still had a few trees as well as quite a bit of cleanup to go but the boss needed to leave and said everyone else would stick around until completion, so I paid the full {$9100.00}. About an hour later they drop a tree on my porch / deck ( caught on camera ). The owner and I discussed what we would do and came to a compromise that they would come out and work for another day ( their day rate was about ~ $ XXXX ) and attempt some repairs on the deck. They did not come when they said they would, nor did they call me. The next day I called them to see what was up and ended up rescheduling for the next day. Same thing happened again ( no show, then me calling to end up rescheduling ). This time I got a call very late ( XXXX ) the day before asking to reschedule which I agreed to. They then proceed to not show and no call again ( XX/XX/XXXX ). I sent ( XX/XX/XXXX ) an email to the owner informing them that they needed to just refund me instead and they had lost the opportunity to fix this themselves. My roof was leaking so I had hired a company to replace it and could not afford for the roof repairs to be delayed if there were other people in the way / safety concerns about felling trees within range of a different company 's workers. By XX/XX/XXXX I had not received any word from the tree merchant about refunding me so I called Chase ( my credit card company ) to seek their opinion. They suggested a partial chargeback of which I choose the number $ XXXX ( based on the amount of work said by the merchant ). I asked if they wanted the video of the incident/ pictures/ texts/ emails and they declined saying they couldnt use them. That confused me a bit so I asked why, they informed me that the material needed to be neutral, of which I am not sure how I could ever provide anything neutral if videos/ photos/ texts ( and later third party quotes ) are not considered neutral. A while later I am called by Chase asking if I have any evidence of damage of which I respond with the same video/ pictures/ texts/ emails and they say that is not usable, but also not required so they are proceeding ahead. A few days later I received a near identical phone call of which got the same response except this time told the information was required. I ask both why it is now required and exactly what is required and did not get a straight answer. In the end I was told they would proceed without additional information ( so I guess not actually required so the first agents statements were correct ). Still havent resolved what they would actually use. On XX/XX/XXXX I got a call informing me that the merchant had rejected my charge back and was asked if I had any receipts for the work to fix the porch. I had not had the porch fixed yet ( other house repairs were more pressing ), but offered Chase to come out to estimate the damage themselves. In the end we came to the compromise that I would call some contractors for quotes and give that to the agent on XX/XX/XXXX. In the meantime they agreed not to send anything back to the merchant. When I asked about issues of timeline / delay they said not to worry as there would be plenty of time still. On XX/XX/XXXX I call in to give the estimate which was at least $ XXXX to get it back to being safe but instead was told the dispute had already been sent back to the merchant on the XXXX. This confused me as it went against what I was told and repeatedly confirmed in the previous conversation on the XXXX. So I asked if there were any notes attached in their system about waiting until the XXXX for the additional data and was told it was in there. Since they had already sent the dispute back I was told there was no way to edit it and instead once that dispute completed they would follow up with a dispute for the remaining amount. A bit annoying but acceptable. Asked about giving them the quotes and they rejected them saying it was not acceptable, so not sure why I was asked to get them ( which required me taking time off of work to be available for the contractors visits ). On XX/XX/XXXX I see the dispute is marked as closed and there isnt a new one opened so I call in to see what is happening. At first I am told that they cant open a new dispute so I ask to speak to a manager as something has apparently gone very wrong. I describe what happened and ask what I need to do to resolve this ( file a formal complaint / call a different office/ open a new dispute/ etc ) and the manager just responds with no, then proceeds to say I am threatening them by saying I will file a complaint and lying because they reached out late XXXX with the merchants documentation. They went on to state if I continued threatening them they would refuse to help and hang up. I do not see how asking about how to file a grievance is threatening, especially considering I did not direct any malice to an individual and instead was about the point that something was either miss-communicated or a mistaken action occurred, but do to their behavior decided to pivot and just ask about the documentation and dispute process. I was told the merchants documentation was sent to the same place where I receive all other documents/ statements ( which in my case is electronic ). I check that place and see nothing related to this dispute ( just Taxes / change of address notifications / normal monthly statements ). The manager re-iterates they sent it and it is there so I ask for assistance finding it and they decline and instead state they will resend it. I ask what format they will be sending it in and how long it would be and the response was electronic and up to two weeks. They finished by also filing the secondary dispute for the remaining amount ( $ XXXX ) and then immediately hanged up. Post that call I proceed to write this complaint and submit it.
Company Response:
State: AL
Zip: 35802
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I notified Chase on or around XX/XX/XXXX XXXX of fraudulent transactions I have noticed on my debit card .The charges started XXXX XXXX in the amount of XXXX, XX/XX/XXXX XXXX in the amount XXXX, XXXX XXXX in the amount {$50.00}, and XXXX XXXX in the amount of XXXX. The representative stated that within 2hrs I should receive a provisional credit that day from the fraudulent charges. It is now XX/XX/XXXX XXXX and my account is negative with overdraft fees, account fees, and 1 charge has been reversed of XXXX.
Company Response:
State: FL
Zip: 33181
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: We live in the twin cities area in Minnesota. My family was a victim of a scam. My wife was brainwashed for 3 weeks and told to send all our savings to an unknown account. It was a huge loss for our family with two young kids. We reported to our bank a few hours after the transaction ( XX/XX/XXXX ) and the bank told me after 20 days that the funds can not be recovered. The main reason I would like to file this report is that the current Standard Operating Procedure ( SOP ) for dealing with scam crimes between banks leaves time for the criminals to exploit vulnerabilities and execute their fraudulent activities with calculated precision. Three main factors from my case : ( 1 ) the Scam Victim Acknowledgment document needs more than 24 hours to get to the victim via email ( if using regular mail, it will take more than 48 hours ). ( 2 ) The receiving bank ( Chase bank ) did not take any action for more than 2 days after the recall request was sent ; ( 3 ) XX/XX/XXXX was Thanksgiving, many people working in the banks may be out for the holiday. Criminals may use this holiday window plus weekends and the reaction time of the two banks to successfully complete crimes. I hope some actions can be taken to prevent something like this from happening to other victims of scam. Here is what happened to my family. On XX/XX/XXXX, my wife received a few calls from XXXX customer service ( It was a part of the scam ). The agent was a XXXX speaking person ( our family is originally from XXXX ) saying that my wifes personal information was stolen. Another person in XXXX used her information to apply for a credit card and had purchased a lot of things, some of them were with a 36-month payment plan. My wife should contact a local police department in XXXX. It was in XXXX XXXX, XXXX XXXX. My wife was suspicious but still wanted to make sure. She googled the phone number of that police department and called to report the XXXX issue. The police officer over there ( also a scam, they were able to transfer calls from my wifes phone to their number. That is, you think you called the police department, but your phone call was transferred to another number ) told her that she was involved in an international child trafficking case ( did not care anything about the XXXX case ). Her information had been used in XXXXXXXX XXXX and the XXXX XXXX XXXX XXXX had been investigating this case. My wife was XXXX of the suspects that they had been secretly following. They also told my wife our familys travel records, even websites we visited in the past year. My wife started to believe this case was real. All of sudden, another police officer made a loud announcement in the background that they needed to arrest my wife immediately. My wife was terrified and deeply believed that her personal information was stolen and used in this child trafficking case. She agreed to cooperate with the investigation and agreed to keep this secret without telling anyone including myself ( her husband ). Then for about 3 weeks, she reported her daily activities, sent photos of her, facetimed with the police officers. My wife still has the chat history and the XXXX ( for facetime ). They usually chat with the web camera off, just occasionally used the camera to show themselves in an office with uniforms, but they all wore face masks. They asked my wife to report our savings in our bank as well as XXXX. A senior XXXX expressed that if my wife followed what was told, he could help my wife to proof that she was not related to this XXXX XXXX case. On XX/XX/XXXX, they showed an arrest warrant to my wife, and she was totally terrified. They asked my wife to transfer all the money in our bank account to a Chase bank account with a New Jersey address, saying this person was an undercover detective and this account was associated with the XXXX XXXX XXXX XXXX XXXX XXXX ) of XXXX XXXX. They needed to make sure these funds were not related to the child trafficking case. My wife went to a Bank XXXX XXXX and wired $ XXXX to the Chase account between XXXX and XXXX on XX/XX/XXXX. When I came home from work that day at about XXXX, my wife cried and told me the whole story. I was totally shocked, and my brain was empty. I told her that it was a scam. She still believed by doing this she would not be arrested and still being able to be with me and the kids. She still believed in after XXXX weeks XXXX will return our funds. After helping the kids with dinner, I called XXXX XXXX XXXXXXXX ( XXXX ) to report this issue and asked for the cancellation of this transaction. It was XXXX. The bank agent told me that they can not stop the transaction, but a recall request was sent. I will receive and sign a scam victim acknowledgement document, so that XXXX can send it to Chase to recover the funds. The XXXX agent also told me that the funds XXXX show up to my account soon because a recall was sent, sounded like they have confidence that they can recall the funds ( I called XXXX a few times to get updates about this case, all but the last XXXX told me that they should be able to do so. The last one only said they could not recover my fund and will close this request ). I also called the police department in my town. An XXXX documented this case and gave me the case number and told me to contact her the next day for any updates. The officer was concerning whether there was any loss. I felt like she was also optimistic about getting the funds back in a day or two. However, there are two factors here as I mentioned in the beginning of this report : ( 1 ) the Scam Victim Acknowledgment document needs more than 24 hours to get to the victim via email ( if using regular mail, it will take more than 48 hours ). ( 2 ) XX/XX/XXXX was XXXX. XXXX might not send the signed Scam victim acknowledgement document to Chase that day ; if sent, Chase bank might not process the Scam victim acknowledgement document right away. In addition, many people working in the banks may be out of the office for the holiday. Moreover, there was a weekend one day after the XXXX holiday, which may further delay the processing in the bank. This gives time for the criminal to successfully complete the crime. Here is the timeline of my case : XX/XX/XXXX XXXX : My wife went to XXXX to transfer the funds from our account to the fraudsters account in Chase bank. XX/XX/XXXX XXXX : I reported to XXXX XXXX local police, FBI XXXX federal trade commission ( FTC ). I also called the police in XXXX XXXX. They told me that they wont do anything until the local police from MN contacts them. I called Chase customer service, they said they wont do anything unless law enforcement interacts with their legal team. XX/XX/XXXX about XXXX : We received a message from XXXX that our transaction was debited to the fraudsters account. XX/XX/XXXX XXXX : I received the Scam Victim Acknowledgement form from BOA in the email XX/XX/XXXX ( XXXX XXXX ) XXXX : I signed and emailed the Scam Victim Acknowledgement form back to XXXX. I called the XXXX department of Chase bank. I was told that they could not help me over the phone ; I had to visit a local bank branch and talk to an agent on XX/XX/XXXX XX/XX/XXXX XXXX : I went to a local Chase bank near my house. The bank agent did not disclose any info about the fraudsters account but said would contact the fraud department and gave my some information later. That agent called me at around XXXX and said that as soon as they received the acknowledgement document from XXXX XXXX they will freeze the recipients account. I also called XXXX and confirmed that they had received the signed Acknowledgement document and sent it to Chase. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, I called XXXX on these days and was told no updates. One agent also told me that the funds needed time to show on the recipients account and on XXXX day, the recipient can not do anything through the bank because of the holiday. So it was highly possible to recover the funds. XX/XX/XXXX XXXX : My wife and I went to Chase bank again to get some updates. Like last time, they couldnt disclose customer information but told us that the fraudsters account has been frozen since XX/XX/XXXX ( did not disclose what time ). XX/XX/XXXX XXXX. I received an email from XXXX with a document saying the fund recovery was not successful. XX/XX/XXXX XXXX. I called XXXX and was told that the recovery was not successful because there was no fund in that account. XX/XX/XXXX, XX/XX/XXXX I called the local police department and the XXXX who was in charge of my case was out. XX/XX/XXXX : I reported to the same XXXX again about the loss. It seems like this time my case was taken more seriously, and this case will be sent over for investigation. I dont have any information from XXXX or Chase regarding when the funds were moved from the fraudsters account. From this timeline, it tells me that the funds were already gone between XX/XX/XXXX and XX/XX/XXXX. This whole process makes me feel quite helpless and upset. I admit that the starting point was my wife being brainwashed and authorizing the transaction. After reporting this scam, both XXXX and the police XXXX gave me the impression that the funds should be able to recover. Not a big deal. However, it failed eventually. I feel that at several points the XXXX banks could prevent this from happening. It takes too long for XXXX to send out the scam victim acknowledgement document for the victim to sign and send to Chase bank. When there is a scam, there is no quick response mechanism between banks, e.g., temporarily freeze a susceptible account and give time for investigation. In addition, Chase bank took no action for more than 2 days after the recall request was sent based on the limited information I received. It also took a long time for Chase bank to inform XXXX about the failure to recover the funds. After 20 days, the police wont be able to react to this crime quickly. I am not sure whether there is an investigation within the Chase bank regarding whether the fraudster uses fake or stolen identification for this account. Because of this delay, law enforcement will miss the opportunities to quickly identify the fraudster and protect more people from scams.
Company Response:
State: MN
Zip: 55347
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: on XX/XX/2023 @ XXXX i deposited {$1000.00} into an atm machine at chase bank XXXX las XXXX XXXX . I have used ATM no issues but on this date I had alot of $ XXXX and {$5.00} along with a few XXXX dollar bills. I deposited it in the ATM it was alot of bills when i placed them im atm it said in atm to straighten the bills i was scared to put my hand in there because its metal and once before it started closing before i was done depositing that being said i took my keys and tried to straighten the money as the bank wasnt open yet and didnt want my hand to get stuck and possibly hurt due to metal thing closing on me a previous time. So as i was straighting bills my hand was in there and atm made weird sound and started closing on my hand i quickly reacted pulling out some miney which at the time not sure what it was because it happened so fast it was {$280.00} bucks. I was so scared and a bank person was coming in bank and said she couldnt help me as the bank didnt open til XXXX saturday. I was there from XXXX prob till sbout XXXX pacing back and forth hoping the atm would open but there was an error message. at approx XXXX the worker at bank tried to reset the machine it didnt help she told me to call the number on the machine which was linked to chase claims which i did. I will provide a picture of the receipt that came out of the machine. I called the number and woman said there would be a temp credit in XXXX hours. I finally got the credit and was relieved. Fast forward to today ( XXXX ) and my account is negative {$990.00} dollars. I was at work when this happened and started to get upset. I called and they said they didnt find no money in the atm and that they took back the {$1000.00} bucks. This is 100 % incorrect. I asked them to check the cameras they said they did investagion already and its been closed. The thing is this happened to a person i know about XXXX weeeks ago and they did the same thing to him but his deposit was {$2100.00}. He was the one that told me to contact you guys to help me as you guys helped him and he eventually got his money back. He told me after he wrote you guys chase magically found his money. After stating to him before that he only deposited {$100.00} whwn in fact he deposited {$2100.00}. But back to my claim they did issue me a credit for {$1000.00}. I explained to the claims person i grabbed back what i could before it almost closed on my hand. So in fact i do owe {$280.00} to the bank not XXXX dollars. I have never had to contact you guys before. Can u help me please this is so stressing me out and there are camera on the atm. Why wouldnt they look at the cameras? I went to the branch today the same branch where this happened with atm and same branch i opened my account years ago. The branch manager said she couldnt help me and i had to call the claims number. This is untrue because my friend this happened to XXXX weeks ago told me branch manager helped him after he put in a complaint with u guys and somehow they found his money. This is affecting me alot and im super stressed as i dont owe {$1000.00} and now my account is negative. I do not want this to affect my credit as i havent been late or missed a credit card or any kind of payment in over 4 years. Please help me and guide me what to do. Someone tomd me to call the news channel or the police. Im scared. Also i told the manager of branch that money just doesnt go missing from a deposit especially when it was alot of bills. I explanied the situation to XXXX the branch manager and she said the money would go to a different slot when the machine malfunctions. I just need help.
Company Response:
State: NV
Zip: 89119
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Applied for promotional offer. I was excepted to apply for tonight to get the promotional offer misleading and unfortunate.
Company Response:
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2023, at approximately XXXX to XXXX, I logged onto Chase to view my account balances and to my horror I saw the 4 XXXX payments listed on the accompanying webpage. The status was Pending. I immediately printed out the page on my screen and took it to my Bank branch at XXXX XXXX XXXX XXXX, XXXX, AZ to have these payments stopped! Since the status said Pending, I believed that they could do that. I spoke to a very nice lady named XXXX XXXX I didnt ask her last name ). She took me to a booth and placed a call to the claims department and reported what had happened. I was eventually put on the line and spoke to someone from the claims department. I dont remember if she shared her name with me, but she asked me if I was familiar with the persons named XXXX XXXX and XXXX XXXX XXXX both of whom had been added to my recipients list on XXXX XXXX one-half hour prior to my discovery of the withdrawals made from my checking account. I replied that I didnt know either person. I was then told that the fraud department would conduct an Investigation which would take from 5 10 days. After this, I thanked a young man named XXXX, for the assistance I received ( XXXX, had to hand it off to XXXX because she had an appointment with another client ). Up to this time, no one disavowed that I would be able to get my money back. Again, I thanked XXXX and went home believing I had done the right thing. I had no idea what was going to happen next. I went home and did two virus scans on my computer, as I had been instructed to do by the bank. This, with the help of my adult son who is very computer savvy. Im not. I also called the number I was given to change my username and password with the bank. I had also changed my email password. I was instructed by the people I spoke to at the claims department to do both things. I even acquired a new computer for extra security. On XX/XX/XXXX, I received the attached notification that my claim was denied. I called the number listed on the letter to ask my questions. I spoke to a man with a heavy accent named XXXX. He said the reason is that I had authorized the payments. I protested that I did not and asked why he thought I went to my bank branch to report this. Our discussion became somewhat heated, but XXXX seemed very obtuse and kept insisting that the transactions had been authorized coming from my device and there was no question about it. I protested that they were not authorized by me, and it should be obvious that someone had hacked into my computer. He said I would have to provide documented proof that it wasnt me. When I asked what kind of documentation he was talking about, he replied he couldnt/wasnt allowed to tell me that. Indeed, what kind of documentation could there possibly be? He said there are things, but he couldnt tell me what they were. On XX/XX/XXXX, I wrote a letter to the claims department touching the same points listed above. I again went to the branch to fax the letter directly that same day. I have not received a response. I find Chase Banks unwillingness to stop the transactions and subsequent refusal to refund my money unacceptable. That they didnt tell me up front that it possibly wouldnt be, is intolerable. It seems that their telling me they were going to investigate gave me false hope. I recently learned Chase Bank is one of the seven banks that owns the company that manages XXXX. The fact that these banks made it so that payments made through XXXX would be virtually immediate, with no real chance of stopping these payments, is dangerous and irresponsible and in no ones best interest because it opens the door to this type of scam!
Company Response:
State: AZ
Zip: 85024
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I asked permission to deposit a financial aid check my mother received and owed to me and was told sure. They held it for XXXX days and released the funds today and they were showing in the account but debit card did not work. Called support who placed me on with fraud and said they were closing my account due to not being able to verify the check and it being fraudulent. I contacted the school who after a long hold told me they were looking at the transaction, that the check had cleared XX/XX/XXXX and they were considered done as far as they were concerned. I called the bank and told them this and they said no that was incorrect and promptly closed my account which now shows XXXX dollar balance where it did show the check amount. Where is my money? Also was told I couldn't deposit the check and i told them to check the messages and they would see where I messaged and asked permission and was given some. I want my {$4500.00} because I will be out on the street Monday without it.
Company Response:
State: KY
Zip: 403XX
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am sending a XXXX & XXXX for JPMCB stop giving my non public personal information being disclosed without my consent. I never instructed them to give out my XXXX to non affiliated third parties. Their agreement does not have an opt out clause. Theres no signature from me ( for written consent for them to report to the CRAs ). Per 15 USC 6802 & the Gramm Leech Billey Act of 1989, a furnisher has to clearly and conspicuously offer a non disclosure clause for consumer reporting, this was never done. Also they are reporting on my credit report inaccurately. I have attached a copy of the inaccurate reporting to this complaint. This has caused me a lot of damage on top of stress. I have been denied credit due to this account and I want it removed immediately. According to the FCRA my credit report should be reporting accurately and it is not.
Company Response:
State: MO
Zip: 64118
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am a victim of fraud as someone opened a account under my name and business
Company Response:
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A