Date Received: 2023-07-11
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Ive been banking with Chase for many years, on the XXXX of XXXX they decided to freeze my account. Keeping me from depositing or withdrawing money which is an essential part of my life. My direct deposit and all my saving account are at this particular bank. They stopped and reversed all of my payments made to other institutions. I visited a branch and was told that I was not allowed to do changes including closing my account. They froze and closed my credit cards as well. Left me with no money having to open new credit lines and loans to get by. I have incurred late charges and my credit score will impacted from this as well. Chase refused to give me an explanation other than they have to power to close accounts to their discretion. All that I want is the money which I have worked for many years to save
Company Response:
State: IL
Zip: 60402
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: While I was on a 2 week XXXX my rental car was broken into and my personal bag containing my wallet, keys, etc. was stolen out so I called the police and and a police report was done. When I returned back to XXXX, Texas I worked with the GM of chase Bank near me and we have both faxed documents that the fraud department asked for and we received confirmation that they got those said documents and when we call for an update they have told us both that they don't have the documents and this is even after we both have sent the documents multiple times. Now they are still denying the claim stating that the documents that they asked us to send them is still not sufficient enough proof and to send any other documents I may have. It doesn't make sense to me how it's not sufficient enough proof when I have provided the axact paperwork that they have asked for.. They credit my account then took everything back and the GM is telling me that he has done everything in his power because we have spoken with supervisors and everything and had each document described to them to make sure it's what they needed and we faxed it and they told us the credit would be back in my account in less than 10 days and they keep denying the claims saying that each transaction was authorized and there are no errors.
Company Response:
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: A while back I did a complaint with online service for 7 payments because they only settle fir 5 of them they took back money that I paid to this company but because Chase didn't get it all they took back 2 of my 7 refunds and put my account in over drafts making me pay this money again talking about they sent me a letter I never got it they send me email for everything else that's how I knew I was overdrawn they do this all the time so we could be in overdrawn status so we can pay them extra fees for overdraft they know we don't want to do that so we pay it I got rob by the online company and Chase I paid twice!
Company Response:
State: NJ
Zip: 086XX
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I used rewards points to obtain gift cards in XX/XX/. They were sent but lost by XXXX. They were reissued but I did not receive the entire order. Two XXXX $ card were missing. I have tried to get these sent on 5 different communications. Latest request was today XXXX XXXX they wanted to file another escalation/ I asked to talk to a specialist and they had me on hold for 30minutes before I gave up. Two month ago the said they would restore the points used on the missing cards but they were never restored. Please stop this kind of incompetence
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am a victim of the Texas DPS drivers license fraud that happened earlier this year which I have provided a link here XXXX XXXX XXXXXXXX Essentially, my drivers license was sent out to a " crime organization '' by the DPS so they managed to use my DL to open fraudulent accounts with various banks and deposit/withdraw money from Chase. On XX/XX/XXXX I first noticed suspicious activity in my Chase Checking account. There were several deposits and a withdrawal that I did not make so I immediately contacted Chase Fraud line to submit a claim and freeze the account. I then went into a branch the next day and XXXX XXXX helped me close the compromised account and create a new checking account to transfer all my funds over. Over the next few days there were several more deposits and withdrawals that carried over to my new account. I also submitted a police report on XX/XX/XXXX as per instructed by my credit monitoring service but an officer has never reached out to me despite me calling over 5 times. I even called today XX/XX/XXXX and the rep told me that he is unable to provide a timeline on when an officer will be assigned to my case and that all he can do is send an email to his sergeant. Fast forward a few weeks and after all the adjustments were made by the Fraud team, my checking account is still missing {$280.00} ( see below for a complete breakdown ). Checking account balance before fraudulent activity : {$1400.00} on XX/XX/XXXX Fraudulent deposits : XXXX : {$1800.00} XXXX : {$520.00} XXXX : {$820.00} ( returned on XXXX ) XXXX : {$720.00} ( returned on XXXX ) Fraudulent withdrawal : XXXX : {$1300.00} ( returned on XXXX ) Claims withdrawals : XX/XX/XXXX : {$920.00} XX/XX/XXXX : {$750.00} XX/XX/XXXX : {$920.00} Checking account balance AFTER adjustments : {$1100.00} on XX/XX/XXXX ( not including XXXX transfer {$13.00} on XX/XX/XXXX ) Missing funds : {$280.00}. I made multiple phone calls to XXXX every week since XXXX and even started going into the XXXX XXXX XXXX XXXX starting on XX/XX/XXXX for several XXXX in a row during my days off to speak with XXXX XXXX XXXX XXXX XXXX ) to maintain consistency and carryover. Every time I called Chase claims department the representatives were hard to understand and seemed to disregard the importance of my case. On XX/XX/XXXX I submitted my supporting documents to XXXX as she was instructed by the claims department which included the DPS letter stating that my drivers license was sent out fraudulently, my FTC report, and my police report case # ( keep in mind an officer has still not contacted me yet ). Fast forward again several weeks without any resolution XXXX reached out to the escalation team to handle the case going forward. On XX/XX/XXXX I was contacted by XXXX from the escalation team asking about my case history then she submitted a request and informed that she would follow up in a few days. After several more weeks and more voicemails, XXXX finally reached back out to me on XX/XX/XXXX and stated that the claims department has come to the conclusion that the check maker has filed a dispute against the fraudulent checks that were deposited and that they can do nothing for my case. I explained that my frustrations with the entire process and asked for her to escalate it up the chain of command and she states she is unable to because she is the highest chain of command in the corporate office. XXXX placed me on a hold to get the claims department to elaborate on their decision making process and says she can not do anything about it because that is " just the repercussions of identity theft. '' She said that she is unable to override the claims department decision. She suggested that I reach out to the XXXX office as the last option for any chance. I asked her to transfer me to claims so I can speak to them myself. Upon being transferred to the claims department and being transferred several times to the supervisor named XXXX told me that my claim was in fact still open and that they are still working on the case. XXXX told me that it may take up to 120 days for a resolution which is contradictory to what the XXXX rep had told me. Now that it's been over 120 days, I gave the Claims department a call again today XX/XX/XXXX and the rep I spoke to named XXXX told me that my claim has been denied because the team deemed it as not being fraud. I have been with Chase for over 20 years and I am frustrated, I am upset, and I feel betrayed. I feel like no one is taking my issues seriously and that my voice is not important. This is clearly been stressing me out since I found out my identity was compromised in XX/XX/XXXX. Having to deal with other issuing banks to clear my name has been a nightmare all in itself but this matter has been the most frustrating because of how this process has XXXX handled. I have documented every detail since it all happened in XXXX. I just want my matter to be resolved.
Company Response:
State: TX
Zip: 77063
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XXXX we filled a claim with the Chase Claims Department regarding a purchase my company made where we were victims of fraud. We attempted to purchase a XXXX XXXX XXXX XXXX from a website called XXXX on XXXX for {$290.00}. XXXX XXXX accepted our money and sent us a correspondence the following day XXXX through the XXXX XXXX with a tracking number from XXXX ( XXXX ). On XXXX we received another correspondence from XXXXXXXX XXXX and the XXXXXXXX XXXX that allegedly our package had arrived to my address and that XXXX had confirmed this. To my surprise there was no package at my address. I looked up my tracking number through XXXX and it also said my package was delivered. The zip code it says it was delivered to was XXXX, my zip code is XXXX. I clicked on the proof of delivery picture and it was six huge boxes in front of a garage door that said live plants on the boxes. The package had also come from Maryland when XXXX XXXX claims they are based from XXXX XXXX XXXX. The XXXXXXXX XXXX said the package associated with that tracking number was being delivered to my address they had on file. When I contacted XXXX, they said the company that sent that package was XXXX XXXX from XXXX, MD and they sent that package to someone in the XXXX zip code. XXXX also stated my name, address, and company name were not associated with that tracking number provided by XXXX XXXX or the XXXX XXXX. I attempted to email their customer support and noticed that their email for their company name was spelled incorrectly. Their email was XXXX '' Instead of XXXX. There was also no customer support phone number to call. I wrote a correspondence via email to them letting them know the issue with no response from their company. I also attempted to contact them through the XXXX XXXX with no luck or response from XXXX XXXX. I then looked at my Chase Business Checking Account and realized that I was charged by a company named XXXX XXXX XXXX for {$290.00} and not XXXX XXXX from XXXX XXXX XXXX, New York like what was stated on their website. This is when I realized that we had been scammed. I then contacted the Chase Claims Department on XXXX and provided the Chase Claims Department with this information to file a claim. I then received a correspondence from the Chase Claims Department on XXXX stating Dear XXXX XXXX XXXX XXXX We completed our research for the transaction ( s ) you reported on XX/XX/2023. Here 's what you should know. We found that the transaction ( s ) was processed according to the information you provided or was authorized. As a result, we are removing {$290.00} from your account on or after XX/XX/2023. If the account the claim is related to is no longer open with Chase, and you don't have an open account with Chase for us to debit, we may request you to repay the credit ( s ). Contact us if you would like to request the information we used for our research. I called the Chase Claims Department and spoke with a representative named XXXX on XXXX. XXXX could not provide me with any information that Chase Claims Department used for their research. He told me I needed to fax the Chase Claims Department with evidence that I was defrauded. On XXXX I went to my local chase branch and explained my issue to my business representative there. She helped me get in contact with a representative from Chase Claims Department and we faxed all of the evidence to Chase to prove I was defrauded. On XXXX I received another correspondence from the Chase Claims Department stating the exact same thing I had received on XXXX Dear XXXX XXXX XXXX : We completed our research for the transaction ( s ) you reported on XX/XX/2023. Here 's what you should know. We found that the transaction ( s ) was processed according to the information you provided or was authorized. As a result, we are removing {$290.00} from your account on or after XX/XX/2023. If the account the claim is related to is no longer open with Chase, and you don't have an open account with Chase for us to debit, we may request you to repay the credit ( s ). Contact us if you would like to request the information we used for our research. On XXXX I reached out to the Chase Claims department to find out why my claim was not ruled in my favor and to see what evidence that XXXX XXXX had provided. The representative told me that Chase and XXXX were able to get into touch with merchant and that the merchant had " significant '' evidence against me such as tracking numbers and proof of delivery. When I asked Chase to provide me this information they refused my request. When I asked them to actually look at my evidence, they informed me that my case was closed by XXXX and Chase and that they will not look at any evidence I provided or reopen my case. I was then told to contact the merchant to resolve this issue. I informed them that the merchant has not responded to any of my correspondence to them and that their website was deactivated, they were removed from the " XXXX '' XXXX and that they never had a phone number to provide in the first place. I then asked the Chase representative to provide me with the information they used to contact the merchant to which they refused my request. I then asked to speak to a supervisor at Chase who also would not help me and refused my requests. The supervisor also informed me I could not reopen my case and that " there was nothing I could do about it. '' I then attempted to contact XXXX who just forwarded me back to the Chase Claims Department. I then called my Chase Local Branch in XXXX at XXXX and informed the Branch Manager of the issue I was having and to see if they could intervene since their Business representative had seen my evidence and had agreed with me that my company was a victim of fraud. The Branch Manager informed me there was nothing that her branch would do to help me and that if the Chase Claims Department said that my case was closed that there was nothing I could do but call the merchant to resolve this issue or discontinue my business with Chase Bank. On XXXX I filed a Police Report with the XXXX Police Department because my company, Chase, and XXXX were all defrauded by " XXXX XXXX '' I have attached the police report to this complaint.
Company Response:
State: NV
Zip: 895XX
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Each time that I am notified that I have mortgage docs to review, unlike XXXX, where I can choose to read, but not sign, the system at JP Morgan Chase states that I have signed whatever it has sent through its secure system. This has been going on since XXXX XX/XX/2023. I currently have been notified that there are docs, but given the above, I can't see what they are lest I be deemed to have agreed to whatever they are.
Company Response:
State: NY
Zip: 12590
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I signed up for a Chase Southwest Airlines visa promotion in XX/XX/XXXX. I have contacted Chase on a number of occasions only to be told I " received my promotion ''. The promotion I received is NOT what I signed up for however. I believe a " bait and switch ''. I signed up for a promotion that ran from XX/XX/XXXX through XX/XX/XXXX after Chase relaunched the Southwest credit cards with new benefits, spending categories and welcome offers. The promotion offered XXXX points after spending $ XXXX in the first 3 months, and an additional XXXX points after spending $ XXXX in the first year. I signed up and started spending. I was not focused on the accrual of points until the end of the 12 month period as I had been spending on the card and had used some points flying my daughter home from college. I met all the terms of the promotion, spending over $ XXXX on the card in the first 12 months ( and over $ XXXX in the first 3 months ). In XX/XX/XXXX I noticed I did not have the points. I waited until XX/XX/XXXX to contact Southwest as I thought it could take a month to appear. There was several back and forth phone calls between Southwest and Chase as to who was responsible. Ultimately, Chase awards the points, and Southwest controls them after they are awarded. I have spoken with multiple members of the Chase team who initially claimed the promotion did not exist. Ultimately, they now claim that I " received the promotion I signed up for ''. Logically, why would I sign up for a card that would charge an annual fee only to receive LESS than my card I have had for 20+ years? I would not have. Why would I have signed up for a promotion for $ XXXX miles when XXXX miles were being offered? I would not have. I have contacted Chase through their secure message, phone, a personal banker.
Company Response:
State: OH
Zip: 43016
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I applied for a Chase Sapphire Reserve card at the end of XXXX. I got a letter in the mail dated XX/XX/2023, stating that " Please call us to confirm your application ''. I read the letter on XX/XX/XXXX and called them on the number provided : " XXXX ''. There was an automated message saying " Is this regarding a credit card application or credit line increase? '' I pressed 1. Then it asked for my social security number, which I provided. The automated message said " your application is being reviewed. you will get a response in 7-10 days. this is the most recent update on your application. to repeat the message, press 1. '' Nowhere is this process did any representative talk to me. I have called this number at least 20 times for an update on my application. Today, XX/XX/XXXX, I asked to speak to a representative, and they told me that my credit application has expired because I never called, and I should apply again. I told them that they have already pulled a hard credit inquiry, and I am not going to apply again. They have to fix this, whether it is a problem with their application, their call center, or anything else.
Company Response:
State: PA
Zip: 19103
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Chase Checking account Breach On XX/XX/XXXX Chase received ( what they call a suspicious balance request ) and they provide a balance amount. I did not receive any notice of this call/request until after the breach. On XX/XX/XXXX a fraudulent Chase account check in the amount of {$19000.00} was deposited into my checking account and the teller provided {$18000.00} in cash back to the depositor. On XX/XX/XXXX Chase notified me via email that the above deposit was rejected and my account had been debited {$18000.00}. I then went to my local Chase branch in XXXX Nj to provide additional funding to cover checks I had issued. I was charged for new checks and a wire fee which I have not been reimbursed for. After numerous attempts and requests I have not been provided any of the items below. 1 ) What branch was the fraudulent deposit made? 2 ) what form of identification was used to receive the balance information and the cash back at the branch? 3 ) Why was I not notified on XX/XX/XXXX of balance inquire? ( Especially since Chase tagged it as suspicious ) 4 ) Why was I not notified on XX/XX/XXXX when Chase provided {$18000.00} cash back? All of these questions are critical so I can prevent this from happening again. This breach is entirely due to Chase negligence and appears to be an inside job. I should be refunded all costs related to the breach at include but not limited to : 1 ) cost of new checks for replacement account {$50.00} 2 ) Chase charged me {$15.00} for me to wire replacement fund into mew account. 3 ) Interest charges on the {$18000.00} not redeposited into my account for 12 days {$50.00}
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A