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: On XX/XX/2023 we paid {$4500.00} for a set of veneers for my wife using a Chase-branded credit card. The work was performed a few days later on XX/XX/2023. Hours later, my wife was not satisfied with the result. She let the merchant know, and they acknowledged her complaint. That was the last time the merchant ever communicated with us. My wife made a last-ditch effort to contact the merchant on XX/XX/2023, wherein she described additional problems : inability to speak or eat properly and inability to floss. She also continued to experience severe pain. She again received no response, and we flew to XXXX for a long-planned family vacation. On XX/XX/2023 my wife made an appointment with another dentist to have her mouth examined. During the appointment, it became clear that the work performed by the merchant was defective and outright dangerous. It was critical that they be fixed as soon as possible. We made a plan with the dentist to remove the defective veneers and install new ones. The work would be conducted over several weeks and severely disrupt our plans. We paid a total of {$4100.00} for the removal and replacement in a combination of cash and bank transfers. The merchant had been completely non-responsive since our initial complaint, and we felt as if we had been scammed. With no way to contact the merchant and come to a resolution, we placed a call with Chase after the appointment and told them everything that had happened. Chase opened a dispute under reason code 13.3 NOT AS DESCRIBED/ DEFECTIVE and provided us with a claim ID : XXXX. Chase also advised us to get a letter from the dentist detailing all of the issues with the veneers installed by the merchant to help adjudicate the case in our favor. We provided this letter. On XX/XX/2023 we received a letter from Chase stating they consider the disputed charges valid, and that there was no billing error. Chase did not address the reason for our claim that the service was defective and not as described. In their rebuttal, the merchant submitted proof of payment and some photographs of my wife 's mouth. That was apparently sufficient for Chase to side with them. On XX/XX/2023 we submitted an appeal. On XX/XX/2023 we spoke with Chase again. During the call, Chase explained that the reason for the denial was that the merchant had claimed we did not notify them of any problems with their service. This was completely false ; we notified the merchant of the issues caused by the veneers, and they acknowledged it. In addition, the photographs the merchant provided to Chase in their rebuttal were actually provided by us after we had made her initial complaint to them. The merchant was being dishonest with Chase, and we had the text messages to prove it. Chase advised us to send the supporting evidence, which we did. They also provided a new claim ID : XXXX. On XX/XX/2023 we received another denial letter from Chase again stating they consider the disputed charges valid, and that there was no billing error. We again spoke to Chase on XX/XX/2023, and were again advised to send another letter to have the dispute reopened. We did so after the call, wherein we informed them that we wished to continue fighting the charge and that they were not addressing the reason for the claim. We also expressed our disbelief that a merchant can charge for a defective product or service, completely ignore the customer after they voice any concerns, lie to the credit card company in their rebuttal to a customer dispute, and still have a case adjudicated in their favor. Chase reopened the claim with another claim ID : XXXX. On XX/XX/2023 we received another denial letter from Chase citing the same reason as before. Chase continues to insist that the disputed charges are valid, and that there is no billing error. They are not addressing that the service was defective and not as described. The veneers were defective and had to be almost immediately removed and replaced. Chase has sided repeatedly with the merchant based on a photograph of a receipt despite us providing many pieces of supporting evidence that the service was defective and proof that the merchant is being dishonest. We strongly disagree with Chases findings, and feel as if we are being given the run-around. At this point, we are getting nowhere with Chase Customer Service and wish to have this case escalated.
Company Response:
State: SD
Zip: 57103
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: 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 or about XX/XX/XXXX I filed a dispute with Chase Visa about a charge that exceeded what I was quoted. On XX/XX/XXXX I booked a rental car from XXXX and was quoted a total of {$1800.00} ( unlimited mileage/no additional fees ). XXXX then billed me {$2100.00}. I contacted XXXX and requested an explanation as to why the amount was higher than quoted and they would not provide rationale ( " That's just what it cost '' ). I then filed a dispute with Chase Visa for the difference between what I was quoted and what I was charged. I received a letter from Chase on XX/XX/XXXX stating they had received information from XXXX that appeared to verify the charges were valid and was attached for my review. There was nothing attached ( I also verified online nothing was available ). I mailed a response to Chase on XX/XX/XXXX that there was no evidence to dispute my claim and that I was continuing my dispute. On or about XX/XX/XXXX I received another letter from Chase that they had closed my dispute finding in favor of the merchant. I called Chase and demanded to know the rationale as to why they closed my dispute in favor of XXXX. The agent reviewed the file and stated that the finding merely indicated that they believed I owed XXXX for the rental but mentioned nothing about my actual dispute that I was charged more than what I was quoted. Chase 's agent recommended that I send a letter requesting the dispute to be re-opened ( there were actually two disputes they closed without evidence or rationale but they have only responded to the XXXX one so far ) which I did on XX/XX/XXXX in which I again went into great detail about the basis of the dispute, the amount I was disputing and the fact that I had received no evidence or correspondence from XXXX justifying their charges. On XX/XX/XXXX I received two letters from Chase. The first was dated XX/XX/XXXX and stated they were investigating the dispute and would reverse the charges. The second was dated XX/XX/XXXX ( ONE day later ) that stated they " Confirmed the Transaction '' and had re-issued the charge to me for the full amount charged by XXXX. There was no explanation provided about how they arrived at that finding or and evidence to support same. I am hereby filing a formal complaint against both XXXX and Chase and am requesting assistance in remedying the fraudulent charges by XXXX and further requesting investigation into Chase for their apparent failure to perform due diligence and to execute their responsibilities under the Fair Credit Billing Act of 1975.
Company Response:
State: CO
Zip: 80127
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I continue to dispute unauthorized fraud charges after I called nearly 4 hours after 3 unauthorized fraudulent charges that were charged on a credit card around XXXX XXXX XXXX on XX/XX/XXXX. Two of the three charges have come back on my credit card as of XXXX and I continue to declare in written legible documentation, many examples of proof and over the phone and email that these charges are unauthorized and fraudulent. Despite stating on a phone call to the customer Fraud line to resend the information because the first set of compelling evidence shared by Chase that the documents are illegible and requesting for readable documentation, Chase has failed for the second time to provide any proper documentation that is legible. They said this is only way they would disclose information to us as to why this is not being marked as fraud after I reported the fraud on XX/XX/XXXX and received new credit cards. I am concerned and led to believe that since this is now 2 times in a row that Chase has failed to provide legible documentation that they are withholding information from me and are noncompliant in my dispute as they have failed to provide proper legible documentation. I am exhausting myself and my resources to work with Chase and now time and time again Chase is not cooperating with me since they have continued to provide illegible documentation.
Company Response:
State: AR
Zip: 72703
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: Problem with customer service
Subissue:
Consumer Complaint: I deposit a check for my girlfriend because she is on vacation in XXXX right now and I dont know the rules. And later on Chase bank has sent me a email said my account will be closed. So I called them and went to the local branch. They said they need to get a confirmation from my girlfriend so they called her. But they said the number is not a verified number so they are not be able to reopen the account and let me get the confirmation even she comes here in person when she is back? And according to what they said seems the only thing I can do is to wait my account get closed and this check will be hold for 2 years? Is that even legal?
Company Response:
State: OH
Zip: 43204
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I tried to open a checking account with Chase in mid XXXX. I tried to make transfers into the account throughout late XXXX and XXXX, but my transfers repeatedly were rejected. It was to the point where I was going to get charged a fee for not having an account balance despite REPEATEDLY trying to make valid transfers. I went into the branch, called Chase XX/XX/23 and XX/XX/23, XX/XX/23, so many times on different numbers. I was told by a chase representative that it was simply NOT possible to make external transfers into chase ( false ), which lead to me asking them to eventually close my account. At the time that I asked them to close my account, my balance was XXXX, so I thought, no problems. However, 3 weeks after this call, the account is STILL not closed, and my transfers are going through. So then I have $ XXXX in the account and it is openappears account is not being closed after all. On XX/XX/23, 3 weeks after my last call to Chase, suddenly the account disappears from the website, it is closed, and it says the XXXX is withdrawn. I go into the bank and work with the banker, they call the closings line, who says they have NO idea why the account a ) didn't close when I originally went through, b ) then stayed open and MULTIPLE {$1000.00} transfers went through, c ) then closed arbitrarily 3 weeks later with no notice and d ) where exactly the {$2000.00} has gone. They can not even tell me whether they have mailed me a check and if so where to ( I informed them I do not have residence at my mailing address and CAN NOT receive a check there ). This is absurd behavior by a bank that I literally pay to have a card open on. I feel that Chase stole {$2000.00} from me simply by " not knowing '' what they were doing and having no knowledge of how their own internal banking processes worked. Additionally, while my account was held open for 3 weeks after I made the call, Chase allowed my transfers but did not make my funds available for WEEKS- which I am pretty sure is illegal, without a reasonable hold reason they should not be able to simply hold my funds for that many business days. I have been trying to resolve this issue with Chase for a month and a half at this point and have seen NO resolution.
Company Response:
State: CA
Zip: 94110
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: Money was not available when promised
Subissue:
Consumer Complaint: In XXXX, I sent XXXX to my contractor from my business account XXXX XXXX XXXX at XXXX XXXX XXXX to my contractor 's business account - XXXX XXXX XXXX at XXXX XXXX XXXX XXXX. Owner of account is XXXX XXXX. Because she wasn't able to receive the funds, I did a wire recall with Chase wire department. After months of waiting, I decided to do a CFBP report and Chase was able to get the funds back, upon receipt, they said XXXX requested the funds back, I called my contractor and she said she never did a recall to get it back. Chase has sent my funds to XXXX and XXXX is stating it was sent the wrong way so they are holding on to my funds- which is theft!!! I've been waiting for a few months for this to be resolved and it isn't so now I'm reporting XXXX XXXX for stealing my MONEY and JPM Chase for not helping me recover it as a member!! XX/XX/XXXX JPM Chase sent my funds back to XXXX XXXX, below is the info : XXXX # : XXXX XXXX # : XXXX The original case # with XXXX is : XXXX I would like to know where my funds Chase sent to XXXX is and I want XXXX to send them back to my Business Chase account so Chase can give me my funds!! This has caused me pain, suffering, and stress for my business. I am reporting XXXX and Chase for not resolving this matter. Thanks
Company Response:
State: NC
Zip: 28278
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Please Help! I deposited 2 checks from XXXX into Chase Bank. However, Chase Bank is not able to verify my checks. I have all the documents and I called XXXX customer service multiple times and XXXX 's back office is able to verify everything. Somehow Chase Bank can not verify my checks. So right now, I can not use my fund, I am not able to withdraw and not able to use it. One check is {$16000.00} and another check is {$3600.00} total is about $ XXXX. This issue happened over 2 months and really affect my life. Please help!
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with non-monetary relief
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: On XXXX XX/XX/2023 my wife attempted to book a room at the XXXX XXXX, XXXX NY using an on line booking service. The booking was made through a third party, possibly XXXX, although on line it appeared that she was communicating directly with the XXXX XXXX. Immediately after the booking had been made my wife received an email from Chase Fraud Alert. The email referred to a transaction with XXXX XXXX , and indicated that it had been declined. She was given the option of confirming that the transaction was legitimate, and trying the purchase again ; or of denying that it was legitimate. As the notification came from Chase Fraud Alert, and the amount shown was much greater than what had been indicated during the booking, {$1800.00}, my wife selected the No, somethings wrong option. Our Chase cards were immediately cancelled. Note that the email stated that the transaction had been declined, and that we would not be charged unless we tried the transaction again. Over the next few days my wife contacted the desk at the XXXX XXXX to make sure they understood that we wished to cancel the booking. She also called Chase customer service to make sure Chase understood we would not be staying at the XXXX XXXX and did not expect to be charged. The third party that handled the booking was very difficult to locate and contact but she did eventually speak to someone who claimed to represent them and advised them that we wanted to booking cancelled. Although my wife notified Chase, the XXXX XXXX, and the third party booking agency that we would not be staying at the XXXX XXXX and that we wanted the booking cancelled we were still charged for the room. My wife disputed the transaction with Chase via Claim ID XXXX, but Chase decided in its own favor that the transaction was valid. We disagree. In summary - Chase Fraud Alert notified us that the transaction might be fraudulent and we moved to cancel it immediately - Chases email said the transaction was declined and that we would not be charged - My wife notified everyone involved in no uncertain terms that we wished the booking cancelled - We never stayed at the XXXX XXXX, XXXX NY - Chase charged us {$1800.00} anyway, and when we disputed the charge they declined to cancel it Attachments ( 1 ) copy of email from Chase Fraud Alert ( 2 ) copy of letter to Chase regarding disputed transaction ( 3 ) copy of letter from Chase regarding disputed transaction
Company Response:
State: NH
Zip: 03833
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: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On Monday XX/XX/XXXX at XXXX AM XXXX ( my local time ) 3 unauthorized fraudulent charges that were made on my Chase Sapphire Credit Card. That morning, nearly 4 hours later when I woke up, I immediately called Chase Sapphire to report the 3 unauthorized Fraudulent purchases that were made on my Chase Sapphire Credit card from XXXX XXXX that amounted to {$10000.00}. Nearly a month later, the charges randomly showed back up on our and I again called Chase Sapphire reporting and stating the I did not authorize these charges and that these are fraud. On estimated XX/XX/XXXX I noticed that for an unknown reason these charges got reposted to my account. I called the morning of XX/XX/XXXX to report that these charges for whatever reason had come back a 3rd time without any communication from Chase Sapphire. I then called Chase Sapphire to report the fraud again, but was rerouted to a new team where I was suppose to be contacted by a Chase Fraud investigator in an short period of time. I received only one call, on XX/XX/XXXX from XXXX exceeding the days from what I believe I was told that I would hear back from them. I requested to be called back from the investigating team, and still have not gotten another phone call from the investigating team as of XX/XX/XXXX. I stated over the phone and provided written emailed legible and properly documented facts to XXXX that these 3 charges are Fraud and were unauthorized. I have my local police department in XXXX XXXX Arkansas investigating the fraud : Case : XXXX with XXXX XXXX and XXXX XXXX XXXX Additionally, have submitted a FBI Report, and I have additionally filed under XXXX reference # XXXX because it is now clear that my identity was compromised on XXXX, XXXX, XXXX, & Chase Sapphire. Listed is my statement to XXXX " Good afternoon, I am filing additional information to support the fraud issue at hand. I am extremely disappointed in hearing that the charges were posted to my account and would love to get this fraud resolved as soon as possible. Listed are the timelines that need to be reviewed. XX/XX/XXXX at XXXX XXXXXXXX CST 3 separate fraud charges were posted to my Chase Sapphire credit card. I called as soon as I woke up that day around XXXX XXXX CST. I provided to Chase immediately that these were fraud as I was in XXXX AR at our home asleep at XXXX XXXX. If you need help confirming I was in AR I provided a photo from evidence. My XXXX account XXXX was compromised to make these purchases as well as a XXXX account and XXXX fraudulently a person used my name to make a transfer of these tickets which I have shared that information below. I do not have any relationship with this human nor do I have any contact information ever with the human. Again, I can not stress enough that I did not purchase these and that these were indeed a highly advanced fraud. Of the 3 rounds of tickets purchased I only received one email on my XXXX identifying these as fraudulent. For a reason I do not know, 2 of the 3 showed back on our account. I am both extremely disappointed that Chase viewed only 1 of the 3 purchases as fraud and equally disappointed that Chase did not see that nowhere in my history have I ever spent multiple thousands of dollars on tickets in XXXX XXXX for an event like this nor was I in XXXX XXXX for the event at the time of the tickets purchased which you will see in a document we were in a XXXX in XXXX Arkansas. Please reference the IP address shared by XXXX and my attached IP address to authenticate that it was not me that made the purchase. I was in XXXX Arkansas the day of the purchase and the day before. I have filed a police report with the XXXX XXXX police with officer XXXX XXXX # XXXX Case : XXXX Credit Card Fraud To conclude, I am confirming that these charges are indeed fraudulent that I, XXXX XXXX XXXX, did not authorize and in accordance with your " 0 Liability Protection Policy '' I ask you to remove these fraudulent charges from my account. If you need any additional information from me please contact me and I will be happy to help clear this. '' Chase Visa has been noncompliant throughout this process and continues to share illegible documentation.
Company Response:
State: AR
Zip: 72703
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: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: I booked a hotel room using my Chase Travel Rewards ( XXXX points ). When I arrived at the hotel ON XX/XX/2023 I was told I didn't have a reservation. I produced my receipt from Chase Travel Rewards and the clerk claimed she didn't have that reservation. I called Chase and spent an hour on the phone while they tried to clear it up with XXXX XXXX. In the meantime, I paid the hotel charge of {$210.00} because it was after XXXX XXXX and my wife and I were tired. Chase assured me they would clear this up. It is now XXXX and Chase has closed the case because the vendor says there is no mistake. I paid cash AND points for the same reservation. In 3 months, Chase hasn't been able to get me the money or the points. This entire transaction was done within the Chase program - using my poionts through Chase and paying with my Chase credit card. It is very black and white to even a child that I was billed twice for the same hotel room.
Company Response:
State: PA
Zip: 161XX
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A