Date Received: 2023-07-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On Monday, XX/XX/2023 I received my paycheck from my employer. I then used Chase Bank online deposit like I always do to put the money into my bank account. The check was accepted and was I told that I would receive {$400.00} of my check instantly ( which I did ) and the other half of the {$900.00} the next day, Tuesday. While on the app that Monday night I saw that my Chase bank saving account was opening and told myself that when the check completely clears I will put {$400.00} into my savings. When I woke up the following morning Tuesday XXXX XXXX, I saw that my full check was cleared and my savings account was no longer showing up. And I understood why, because I didnt have anything in it for a while. So right away I went to apply for a savings account again. I think maybe 30 minutes or an hour later I got an email saying that my request for a savings account was denied I thought to myself that they denied it because it was too soon after to get a new one when my old savings account was just removed. That same day I went about my day, until I went to go check my checking account on the Chase bank app to see that they were not letting me in and that my account is locked due to suspicious activity. I went to XXXX to see if anyone was going through the same things and maybe it was just a glitch in the Chase banks system. When I went online I saw that they were having a system crash and people couldnt send or receive money. I then called the number that kept popping up every time I tried to log into my account. Right away someone picked up and told me that she/he could not help me because Chase bank entire system was down, and to call back in two hours. Two hours went by and nothing was fixed. I did figure out that just because I couldnt log into my account doesnt mean that I couldnt use my card. I used my card a couple of times that same night. Finally i came home and tried calling again to see if they could fix my account. This women picked up and told me that the suspicious activity was me trying to open a savings account. She didnt sate why that was suspicious though, only asked if that was me and when I confirmed that it was she gave me access to my online banking and approved the request for my savings account even though I didnt apply for another after I was denied earlier that morning. Everything with my account after that was great. I got to put the {$400.00} into a savings like I wanted and could see my bank statement and balance again. The next day Wednesday XX/XX/2023, I had no issues the whole day. Fast forward to today, XX/XX/2023, around XXXX I went to go log into my Chase bank app and the same thing popped up like it did two days prior, on Tuesday. I thought the bank was having another problem again and that all I needed to do was go call them and they could fix it as easily as last time. When I called I was transfer to another department and was told that my account would be closing permanently and they dont know the reason why. This representative that I was talking to said that it showed in my account that I applied for a SBA loan. That was not me. I have never applied for a loan in my life. When i looked up what SBA meant it said its for loans for small businesses. I dont have a small business. I then went to a Chase bank in person right after and the manger there was nice but was unable to help me find out why my account is being closed for good. I was also told that I couldnt take my money from my savings and checking out right then and there, that I have to wait a couple of weeks for a check in the mail with my money. But while there the manger and the lady she spoke to on the phone didnt mention anything about a SBA loan that the first representative that I talked to first on today. So being confused and emotional because no one was telling me anything and I wasnt getting my money I left the Chase bank near my house and called to talk to a representative again to get more information about this SBA loan that Ive never heard about before. When I talked to this representative she didnt even want to tell me that my account shows that someone tried to get a SBA loan like the other representatives did. So now Im confused as to why the first guy I talked to today told me about this loan but when I called again to get more information on that she didnt even want mention that loan and said she couldnt tell me if she even saw the Lon attempt on my account.
Company Response:
State: FL
Zip: 33410
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: About XXXX months ago i believe it was XX/XX/ I deposited a check for the amount of {$2700.00} on the outside atm, the check was under my moms name but we unfortunately both forgot to sign the back which caused my account to be restricted after calling the bank to figure out what had happened they informed me that due to the check not being signed the account had to be restricted while they figured something out, after 10 days of not having access to my account they closed it, I got a check of XXXX mailed which I had on my savings but not the {$2700.00} I physically went in person to see how to get that money back they told me the only way to get it back was having the maker, the person whos name is on the check and owner of account which was me there we physically all went XXXX times in separate occasions, I went in multi times myself I even went to the main branch where they had me go just to tell me I cant get the check back because my moms number isnt verified we dont understand why if she has an account t with her phone carrier and its under her name but thats aside the point Im now finding out that because her phone cant be verify we cant get OUR money back. This has been a big inconvenience they want to make it seem like we did fraud for forgetting to sign the back but right now chase is doing fraud for trying to keep something that doesnt belong to them. Chase ignores us we have spoken to about XXXX different employees including the executives and until now we are still being ignored and they are still keeping something that doesnt belong to them. I have called multiple times the number I was provided with and every time I ask for the lady Im charge of my case she is never there and always busy I leave messages to have her call me back she has not once called me back but through other employees we are being told she has called in various occasions which is a lie she has not even tried to reach out to me and always has other employees tell me shes away from her desk. When does this lady actually work because it seems like she doesnt.
Company Response:
State: CA
Zip: 91950
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Chase Auto has neglected to provide me with required monthly statements, continues to send mail to me at the incorrect address, and does not allow me to have online access to my account despite numerous attempts to get them to resolve all these issues. As a result, often I have been at a huge disadvantage in adequately tracking the proper management of my account, including being able to verify principal, interest, and posting of fees. This month Chase Auto reported my account 30-days late to the credit bureaus, significantly impacting my credit score and rating. I called to dispute the credit reporting because in the last email notifications I received from them, it clearly stated that my account was current and that the only payment coming up due was my XXXX payment in the amount of {$280.00}. They explained that my account was actually also due for the XXXX payment which was due on XX/XX/23. I was never notified that my account was running behind, was never sent a letter, an email or given a call or left a voicemail. The supervisor i spoke to confirmed they did not have my correct address on file and still could not explain why i have not been granted access to my account online so i can keep track of the activity, set alerts or monitoring. On XX/XX/XXXX, i received an email from Chase Auto showing that only an amount of {$280.00} was due on XX/XX/23. On XX/XX/XXXX, i received another email from Chase Auto stating " Payment Due- your vehicle payment is due soon ''. These billing communications never conveyed any messaging to indicate the account was past due, nor that potential credit impact would be involved if a payment wasn't received by XX/XX/23 ( Sunday ). I had no way of knowing the account was late until someone from Chase Auto called me the morning of XX/XX/23 ( Monday ) to let me know that the account was now 30-days late. I was extremely shocked to get a call the day 'after ' my payment was expected, why wouldn't they have called a day or two prior? It certainly appears not only negligent but also very much like predatory practices where they are benefiting of customers being late with payments to charge extra interest and fees. I have on several occasions asked them to fix the issue with my online account access, i have on several occasions asked them to update my mailing address yet they keep sending it somewhere else, it is their negligence that has caused this entire mishandling of communication and billing related to my account which has now also subsequently led to incorrect and unjustified negative 30-day late reporting. I also need to point out that i am a co-borrower on this account, my daughter makes the car payments, however, as a co-borrower i am also entitled to have access to my account so that I can track account activity. The supervisor i spoke to on XX/XX/23 suggested that I " borrow '' my daughter 's log in credentials to access the account. This is simply ridiculous to ask, nor do I think is the way a company as big as JP Morgan Chase should be conducting business as there is clearly no regard for individual customer privacy.
Company Response:
State: CA
Zip: 91326
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I'm receiving emails from chase.com of JPMorgan Chase & Co., I never confirmed or verified that email with Chase.com, there is a serious security risk of phishing and chase.com don't even have an email or form to contact, only phone, I'm not even on US. I receive plenty of personal mails for an account like this : " We posted a new notice for your account Here 's what it's about An Insufficient Funds Notice posted for your account ending in ( XXXX XXXX ) We encourage you to read the entire notice because it contains specific information about your account. '' First email was on XXXX, and there are like XXXX more. Contacted over XXXX weeks ago, no resolution until now.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Dear CFPB Officer, I hope this letter finds you well. I am writing to bring to your attention a troubling experience I encountered while attempting to avail the advertised offer for the Chase Sapphire Preferred Card. My disappointment lies in the fact that Chase has failed to honor the offer they presented, and despite numerous attempts to resolve the matter, they have been unresponsive and unwilling to provide a satisfactory resolution. On XX/XX/XXXX, I visited the Chase branch located at XXXX XXXX XXXX XXXX, XXXX, WA XXXX, with the intention of opening a new Chase Sapphire Preferred Card account. The advertisement at the branch explicitly promised XXXX Ultimate Rewards points upon meeting the requirement of spending {$6000.00} in the first 3 months. Unfortunately, due to glitches in the branch 's system, I was unable to open the credit card account at the branch that day. However, the bank representative, XXXX, assured me that I could apply for the card online ( The online offer is XXXX Ultimate Rewards points for spending {$4000.00} in the first XXXX months ) and that he would make a note on my account to ensure that I receive the in-branch offer of XXXX Ultimate Rewards points once I meet the spending requirement. To clarify the situation, I called Chase on the same day of my visit, XX/XX/XXXX, and confirmed that my credit card application had been approved. The Chase representative confirmed that I would indeed receive the in-branch offer of XXXX Ultimate Rewards points after spending more than {$6000.00} within the specified timeframe. In good faith, I proceeded with my transactions and on XX/XX/XXXX, I spent {$10000.00} using the Chase Sapphire Preferred Card. However, much to my disappointment, when the points were credited to my account, Chase only awarded me XXXX Ultimate Rewards points instead of the XXXX points as promised. Frustrated by this discrepancy, I immediately contacted Chase customer service on XX/XX/2017, XXXX, XXXX and XX/XX/XXXX, consistently requesting a resolution and insisting on receiving the additional XXXX Ultimate Rewards points owed to me. Regrettably, every time I contacted them, my requests were met with rejections, they even refuse to honor the promise of chase phone representative and their own banker XXXX. I was left disheartened by the lack of support and accountability from Chase representatives. This is a clear case of deceptive marketing and false promises. I firmly believe that I am entitled to the full XXXX Ultimate Rewards points as advertised. I have diligently met the spending requirement, and yet, Chase has failed to deliver on their end of the agreement. Therefore, I am seeking the intervention of the Consumer Financial Protection Bureau to mediate this dispute and ensure that I receive the rightful XXXX Ultimate Rewards points that Chase owes me. I kindly request that the CFPB investigates this matter promptly and compels Chase to fulfill their commitment to their customers. Thank you for taking the time to review my complaint. I have attached supporting documentation, including the advertisement, communication with Chase representatives, and proof of my spending. Please do not hesitate to contact me if you require any further information to proceed with your investigation. I eagerly await a resolution to this matter and appreciate your help in resolving this dispute fairly and efficiently. Sincerely, XXXX XXXX
Company Response:
State: WA
Zip: 98115
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: We ordered flooring from XXXX distributor XXXX XXXX CA on XX/XX/XXXX, paid a deposit of XXXX with a credit card. The salesman was supposed to send us an invoice. We received an email XX/XX/XXXX with all the appropriate information of our purchase, invoice etc requesting the remainder amount XXXX due via wire or ACH. This amount was transferred from XXXX XXXX to the account for the company with Chase bank on XX/XX/XXXX. We were notified on XX/XX/XXXX by the salesman, that he may have been hacked an the email was a scam to not transfer money. He mentioned two other clients were involved ( eventually got money back because they were local ). We were abroad, so filed recall complaint on XX/XX/XXXX with XXXX. We were told to give 5-10 business days. Also filed complaint with XXXX XXXX, FBI XXXX. We have been in touch with XXXX almost daily to follow up. We were informed they can follow up after 10days. My wife spoke with owner of the company, on XX/XX/XXXX, who went with her to Chase to see if anything can be done. Chase informed that they respond within 8 days and then close the inquiry. So, another fraud complaint was filed with XXXX. My wife followed up again XX/XX/XXXX with both chase and XXXX Chase informed her they don't see anything, XXXX would have to send swift message. She called XXXX who informed since it's a wire fraud they don't send swift message, recall through wire message. Neither bank is willing to talk to each other, seem like each has a different way of handling the situation. While this happening, we are not getting anywhere, while financially stressed due incurring project costs since the material is not delivered, and as such emotional stress of no resolution.
Company Response:
State: CA
Zip: 94539
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had my phone and my wallet stolen just last week. I filed a police report and a claim with chase to get the issue resolved. Chase denied my claim even after Ive provided evidence ( such as a police report and the fact my phone number has been halted as well ) that my phone and wallet were stolen given those thieves sensitive information and personal access to my data. Chase is the only one that refuses to send back the money that was stolen from me.
Company Response:
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
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 used my Chase Sapphire Card to charge a flight to XXXX on XX/XX/2023 with XXXX XXXX,. I had to cancel the trip due to medical emergency. The Chase ID number for the flight is XXXX XXXX. I called Chase to cancel the flight on XX/XX/XXXX. I learned through both Chase Sapphire and XXXXXXXX XXXX that I am eligible for a refund for my trip because of medical reasons and was told by Chase to send medical documentation to XXXX. I did that twice on XX/XX/2023 and XX/XX/2023. Chase gave me a case number XXXX And a ticket number XXXX. I have been calling Chase Sapphire Travel repeatedly since XXXX XXXX and XXXX and they have not acted in a competent matter to get me my refund from XXXX XXXX. I have to use Chase Sapphire to act as the middle person to get my refund because I booked the trip with them.
Company Response:
State: NY
Zip: 11367
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: please consider our request to release funds for the transfer to the supplier of goods from XXXX. We made a transfer dated XX/XX/2022 in the amount of XXXX USD from the settlement account in XXXX Bank ( XXXX ) to the settlement account of the Supplier of Goods XXXX XXXX XXXX Bank XXXX XXXX XXXX ( XXXX ). The funds were transferred through the correspondent bank XXXX XXXX XXXX - JPMORGAN CHASE BANK , N.A . and on XX/XX/2022, the money was received on the correspondent account of BANK XXXX XXXX, XXXX XXXX : XXXX. swift message number XXXX. to date, the money is in the BANK XXXX XXXX account and is not returned to us or transferred to the final recipient at XXXX XXXX Bank XXXX XXXX XXXX ( XXXX ). XXXX XXXX Bank XXXX XXXX XXXX ( XXXX ) responded to an official request with information that the funds could not be received due to sanctions against XXXX XXXX XXXX ). Please consider the issue of refunding funds to the settlement account of XXXX XXXX XXXX ) from the settlement account XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: We were charged fees on our Chase credit card that had a XXXX balance. We called the company and decided to close the account. The representative on the phone said the charge would be reversed and the account would be closed. We continue to receive emails about additional fees, late notices and threats to report us to the credit bureau. We called the company agian to review the problems and were assured that all fees would be removed and the account would be closed. Last phone conversation was in XX/XX/2023. Just received on XX/XX/2023 an email saying our account had been closed due to non payment and that we still owed all the fees charged.
Company Response:
State: CA
Zip: 95961
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A