Date Received: 2023-08-02
Issue: Credit monitoring or identity theft protection services
Subissue: Received unwanted marketing or advertising
Consumer Complaint: XX/XX/2023, My name is XXXX XXXX a former Chase banking member. I opened an account on XX/XX/2023. I had the account opened only for a short period before the account closed earlier this year ( 2023 ). I continue to receive regular emails from Chase Credit Journey regarding my credit score and activity regarding an open account with Chase Bank and my credit rating/score. To the best of my knowledge, I no longer have any accounts with Chase Bank. On XX/XX/2023, I received an email from Chase Credit Journey recommending that I, ... head over to Credit Journey to see what you can do next to help strengthen your credit. Again, I am a former Chase Bank consumer, no longer choosing to bank with Chase Bank and I am not seeking credit tips/advice from Chase Bank . I no longer want to receive emails from Chase Bank. My name and former account information should have been removed from your companys Chase Bank email or mailer contact list months ago. XXXX XXXX, Former Chase Member Email Contact : XXXX XXXX
Company Response:
State: CA
Zip: 91950
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: I spoke to the disputes team at JP Morgan Chase on XX/XX/XXXX, during the hotel reservation that I was being overcharged for. I was instructed to wait until the reservation was completed and then ask the hotel to bill the unauthorized upgrade amount to a separate card and to have itemized billing for the unapproved, unauthorized upgrade fee. I followed those instructions to a t and had a significant amount of evidence to help validate my dispute but the dispute team immediately dismissed my claim without seeing a single document on XX/XX/XXXX. They later reviewed the decision without taking into considering all of the evidence that the reservation was for a fixed fee and stated the charge as valid on XX/XX/XXXX. I think the least they could do is ask for all of the documentation before reaching a decision. Below is a copy of the appeal I filed with JP Morgan Chase. Formal Appeal : Dispute Case XXXX - Reason Codes 12.6.2 and 12.5 I hereby submit an appeal relating to dispute case XXXX, involving a charge levied on my account. This appeal is predicated upon reason codes 12.6.2 ( Paid by Other Means ) and 12.5 ( Incorrect Amount ), as detailed by XXXX 's chargeback management guidelines. Under reason code 12.6.2, I provide evidence that I paid for the transaction by other means with the XXXX card ending in XXXX in the amount of {$4700.00}. Proof of payment is attached with the title Room Charges Folio. Secondly, I am including the contract/reservation document titled XXXX XXXX XXXX Reservations, outlining the room type, the price, and the dates of my stay. This document clearly states the terms of the reservation in every aspect. For reason code 12.5, I challenge the incorrect charge amount. Per the contract, the total should have been {$4700.00}. However, my XXXX ending in XXXX was charged an additional {$2500.00}, amounting to upgrade fees. I have also attached a document titled Upgrade Fees Folio charged separately to the disputed card. Lastly, an upgrade fee was applied to my charge without my prior consent. The merchant did not provide me with the standard document to sign at check-in agreeing to an upgrade fee, nor did I sign such a document. I have a blank copy of the Guest Room Upgrade Agreement form for your reference. The issue persists despite several attempts to resolve this directly with the merchant, the corporate office, and the concierge assigned to me. Given the evidence, I maintain that the initial dispute resolution must be corrected. Please reconsider my dispute, with the understanding that I called during the reservation while the charge was pending and was told by the dispute agent ( XXXX ) to let the charge post, get the upgrade charges on a separate folio, and then submit this documentation to evaluate my claim. Despite having substantial evidence, I did not have an opportunity to present it and was dismissed under an indiscernible premise. I trust your diligence in upholding the protections to prevent these unethical and scrupulous issues. Thank you for your prompt attention to this matter.
Company Response:
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
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: the merchant gave me a preferred rate through my education institution of {$99.00} per night and the merchant falsely told me that they will adjust the rate but took my credit card and charged me double the rate so I am disputing {$680.00} charge from Chase credit card. the merchant duped me and Chase told me that since it wasn't a billing error they wouldn't refund me. but this is a clear violation from merchant where they misrepresented and falsely defrauded me.
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I paid off my XXXX XXXX on XX/XX/XXXX and was told that the lein would be released and that the title would be mailed. As of XX/XX/XXXX I've not received the title. I've call 4 times during the wait asking about a status and they said it was mailed and would be received within 10 business days. The 10 days have come and gone twice and still no title. Today when I spoke to Chase they said a new title was mailed on the XXXX and I needed to wait another 10 days. I've not been able to sell this car and have continued to maintain insurance. In addition, a dealer offered to purchase but said the new XXXX XXXX XXXX value book would be coming out in XXXX and he expected the values to show a decline. Therefore, because of these deceptive practices I have been financially impacted through no fault of my own.
Company Response:
State: MS
Zip: 39157
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My Debit card information was stolen and I had my bank account information and other accounts such as cashapp stolen. I filed a claim with Chase bank for multiple transactions. They denied one of my claims leaving me without XXXX XXXX They now have another claim for over XXXX $ and refuse to issue me provisional credit while they due their investigation. This is leaving my family and I without money for days now due to chase bank not caring for their customers. Very upsetting.
Company Response:
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I could not login. I called Chase and left my call back number. The system said it would take 13 minutes for a call back. I did not get a call back and it's been 5 hours.
Company Response:
State: HI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I acquired a simple interest 30 yr loan on my property in XXXX which charged daily interest. When I refinanced to a 15 yr loan in XXXX ( when I was XXXX ), I began making 2 payments per month but the balance has not gone down during the month which means I'm not being charged daily interest. I would like for Chase to refigure my balance using daily interest charges and giving me credit for the 10 years of 2 payments/month.
Company Response:
State: TX
Zip: 75605
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I applied for a Chase Sapphire reserve credit card. In spite of my longstanding and impeccable credit payment with Chase as an existing customer they pushed my credit application to a 1 to 2 week review process. Upon further inquiry I was informed after submitting my application that Chase ( upon pending approval ) is going to be pulling credit limit from one of my other Chase credit cards to use towards the Saphire Reserve Credit card that I had just applied for. Chase made no mention prior to the submission of the application that this approval would be contingent upon reducing the credit limit of one of my other credit cards to be used towards the new credit card. I had no way of making an informed decision about this application with regard for the aforementioned. The addition of this new card would not be decreasing my credit utilization ratio as I had thought it would be. These application stipulations should be brought to the attention of the consumer prior to completing a credit application. In short I blindly applied for a Chase credit card and had a hard pull on my credit report. Had I known they were going to be reducing the credit limit of one of my other credit cards, I never would have applied for their credit card.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My account was hacked at chase my identity was stolen and being used, someone reverse payments to every bill I had ever made using a bad check that chase did not verify, This happened on XX/XX/2023, chase did not do any verification the day of the incident, chase gave them everything, I made fraud reports, police report etcAm now in the hole and I have been paying back money that I already paid, chase didnt protect my account or money, chase closed my account and took all money including the money they gave away, and told me my account is closed and they is nothing they can do and they will not refund my money back, because they gave the credit to whoever hacked my account, I have proof of everything along with the person who hacked my account, am behind on my mortgage and bills because of being hacked and fraud, I blame chase for this and they should pay me back every single thing they gave away they failed to stop the fraud and they failed to stop to bogus check that was used to hack my account. What must I do or what can I do to get my money back from chase they are refusing to refund me and has closed my account due to me being fraud how is this even possible, I did nothing wrong.
Company Response:
State: WI
Zip: 53172
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Chase advertises their XXXX XXXX credit card as offering " trip cancellation and trip interruption insurance '' which is not only misleading but false. I have been a cardholder for many years and use the card for all my travel, believing this " benefit '' actually existed. On a recent trip overseas my passport was stolen and the result was a delay in my scheduled travel plans. When I filed a claim with Chase Benefits I received an email stating that the claim was denied because ( 1 ) the claim expenses were ineligible since they were not for aCommon Carrier Fare '' and ( 2 ) a change in plans caused the trip cancellation. Both reasons were ridiculous since the claim involved XXXX XXXX and there was no " change in plans '' there was a stolen passport. I contacted them again and explained this. They sent another email denying the claim again but this time providing yet a DIFFERENT reason : the claim was denied because the loss was " not covered '' since it was not ( 1 ) a XXXX attack ( 2 ) severe weather or ( XXXX ) airline operational difficulty. Again, I appealed based on the fact that the Benefits Guide provided with the card specifically states that if losses result in cancellation or interruption of a trip the cardholder is reimbursed. It specifically states " The benefit covers a broad array of " what ifs that can impact travel plans ''. I received my THIRD yet different reason for denial : " the benefit does not apply to any loss caused by ... failure of the covered person to obtain necessary passports ''. Ridiculous. I absolutely obtained my necessary passport ( and visas ) yet they were stolen! They did acknowledge that " the Guide to Benefits confirms you may be reimbursed for forfeited, non-refundable prepaid land, air or sea transportation arrangements missed '' but fail to inform the cardholder that they decide when and if at their sole discretion.
Company Response:
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A