Date Received: 2023-06-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an account with XXXX roughly three weeks ago. I then deposited a paycheck for roughly {$2600.00}, from my employer as well as a direct deposit payment of roughly {$1300.00} from the same employer. They restricted the account, eventually suspending it, then closing it, this is after countless calls each ending with them not able to verify the check, even with the phone number provided on the check, as well as 7 other phone numbers, including the personal phone number and signer of the check XXXX XXXX XXXX. Initially they said they were able to verify it and spoke directly to the accounting department for the company which is named XXXX XXXX XXXX, located in XXXX XXXX, California. This was through a 40 year old phone number which has always been connected with the company, but they said they could not use it the next time I called and continued to withhold the funds. They then closed the account, and said the only way for the funds to be released is if a phone number I provide comes up as verified within their person verification tool, which seems to have limited if any information about actual phone numbers. I escalated several steps up, as well as had the CFO of the company on the phone with me to better understand whats going on. Its 6 weeks of my pay, and am without much needed finances due to this. I read online its a common issue and to file a complaint with this agency.
Company Response:
State: CA
Zip: 91977
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I received a call from the number to the XXXX XXXX Chase branch. The person identified himself as XXXX XXXX ( sp? ) and told me there were fraudulent charges on my account. He had my address, zip code and PIN number. He asked for a code that he texted to me and told me my account was being red flagged. After hanging up I called back and the actual branch said nobody named XXXX XXXX works there. I explained what happened, the employee checked my account, didnt see anything and told me to just keep an eye on it. A few minutes later multiple {$100.00} ATM transactions totaling {$1800.00} took place at the XXXX XXXX branch in XXXX and our account was drained. I called back the same number and the employee advised me to go to a physical branch, close all accounts, open new ones and get new debit cards, which is what we did. They told us Chase has to investigate the claim. When i called on the XXXX I was told that the claim was denied and there was nothing Chase could do for us to get our money back.
Company Response:
State: WI
Zip: 532XX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: The negligent mishandling of fraud situation by Chase with my Chase account, it was reported to the branch on XX/XX/2023 in person at about XXXX XXXX, my account was compromised by a XXXX group after responding to an e-mail ( Phishing e-mail ). Chase issued a wire transfer that afternoon for {$9000.00} to the scam, they had time to freeze the account prior to the issuing the wire transfer, this was never approved by me or my wife. The person who received the wire transfer was : XXXX XXXX, XXXX XXXX. XXXX XXXX XXXX, XXXX, Arizona XXXX ew Chase denied the claim stating " We are denying your claim because during our review we found that you did not take the appropriate steps to protect your account from theft or unauthorized use. We will not reimburse your account. '' I have requested a copy of the claim file but was denied by Chase. Thank you for your assistance. XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, CA XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 91406
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My NAME is XXXX XXXX XXXX. According to Early Warning System : Chase, XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, These accounts are not mine. this is fraud please delete. Please DELETE all other names as they do not belong to me. The following addresses do NOT belong to me, please delete them ASAP : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Please ALSO delete : Phone Numbers : XXXX ; XXXX ; Also please delete the following inquiries that do NOT belong to me : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX A PART OF XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX My name is XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX Billing Servi are NOT my accounts. Please REMOVE THESE ACCOUNTS AND THE NAME XXXX XXXX OR XXXX XXXX XXXX. MY name is XXXX XXXX XXXX Also please IMMEDIATELY REMOVE THE FOLLOWING INQUIRES WHICH ALSO ARE NOT MINE : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Chase XXXX XXXX card at a XXXX balance for a year. Paid off in XX/XX/XXXX. In XX/XX/XXXX they charged a my account a {$49.00} annual fee when I thought that would not happen on a paid off account. Did not send me a bill, did not attempt to make live contact even though had phone numbers, have never been late before. Customer Service said they sent me an email notifying me of the charge but I never opted out of paper statements. I dont use my email address much at all and chase sends multiple spam emails a week so I would probably never have known. I would have expected a bill, notice of past due account, or even a call or text. Nothing. Charged me a total of {$110.00} from that {$49.00} plus fees and interest. Found out while loading applications on to a new phone and signed into the app. Otherwise would have never known. I tried to pay the bill completely off immediately upon discovery but the only over the phone option is to give Chase your full bank account number and routing number giving them full access to your personal accounts. Asked them to close the card and notified I would send them an electronic payoff from my bill pay service today which I did. Most upset that they potentially will report this account past due and could continue to affect my credit for many years if they report closed in past due status never turning back to an XXXX. I feel this was an error and lack of effort on their behalf. Error by claiming I opted out of paper statements. And lack of effort to make live contact with in a reasonable time period. Seems predatory and they were able to charge me {$110.00} for a card not used, tack on fees and interest because I was not adequately notified, and then try and convince me to give them access to my back account rather than providing additional payment over the phone or online options. They have caused a dropped our credit score which means other creditors will now charge more. Credit score was XXXX prior to this. Always make sure our bills are paid on time and they have hurt our perfect record. Customer service supervisor did not help in any way or agree to discuss credit reporting corrections. I paid the money, though deceptive practices were in place that caused the charges, but Im not okay taking a credit score hit with no accountability on their behalf.
Company Response:
State: NC
Zip: 28752
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I received a call from someone claiming they were with Chase. You're fraud department they said my card was compromised and that they were going to send me a digital card. I told them I didn't authorize anything. At the time this happened I was at work and at the time they stole all the money out of my account I was still at work. When I called Chase Bank and asked how they took the money out of my account. I was told it was taken out of an ATM 30 different times with a card from an XXXX that I do not own. I have never owned an XXXX I own a XXXX. I open the case with your fraud department and they denied me so I opened a second case and I'm still waiting to hear back if if the 2nd case. If the second case is denied I'm going to have to take legal action. I've attached documents to show that I was at work what money was taken and proof that I do not own an XXXX.
Company Response:
State: IL
Zip: 60440
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I met the {$15000.00} spending on Chase Hyatt Card ( ending XXXX ) this calendar year on XX/XX/2023 statement, to be qualified for an additional free night, but not seeing it 4 weeks after qualifying. Attached is a screenshot of the year-to-date spending report - the spending amount is {$15000.00}, and if you search my account statement, any return and fees did not exceed {$800.00}, thus I have met {$15000.00} purchase requirement. Chase online credit card benefits page also the card agreement booklet both say the Free Night Award After {$15000.00} in Purchases - " please allow up to 4 weeks for the Free Night Award to be issued ''. ( relevant language highlighted in the attachment ) The information website link is on Chase.com : https : //www.chase.com/personal/credit-cards/hyatt/world-hyatt/free-awards? chasewebview=false After I made couple of efforts contacting customer service, here are the different versions of the stories that I have been given so far : 1 ) A customer service supervisor said Chase internal procedure document says this free night " should take 6-8 weeks '' to show up. 2 ) I did not meet the {$15000.00} spending threshold. 3 ) This is a Hyatt problem, not Chase problem- of course Hyatt says the opposite so that no one can be responsible for it. Here are my questions that need to be answered officially from Chase : 1 ) How my spending does not meet the {$15000.00} while the spending report shows it's $ XXXX? Please lay out the math so I can understand. 2 ) When after all will I get the extra free night? right now? in another 2-4 weeks? 6-8 weeks? Or even longer? 3 ) If the card membership agreement and website says one thing, while the internal procedure document says another, should it be characterized as " False Advertising '' and be brought to Federal Financial Committee 's attention, and even be brought to some class action lawsuit lawyer 's attention? Thank you! XXXX XXXX XXXX
Company Response:
State: MD
Zip: 21044
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My Tax refund went into someone else 's account, which the account didn't have my name on it.
Company Response:
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
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 my XX/XX/XXXX billing statement, I noticed a charge for {$700.00} at a XXXX on my employee 's card on XX/XX/XXXX. I called Chase 's fraud department and let them know and was refunded the {$700.00}. A few months later on my XX/XX/XXXX statement, I noticed the same charge from XX/XX/XXXX appear. Chase had NOT notified me that they had decided to recharge me, meaning if I was not attentive to my statements, I would have been paying an extra {$700.00} for no reason without knowing. I called them again and this time they said they think the charges are correct because the physical card was used. However, my employee or I have not been to a XXXX in years as you can see we always shop at XXXX instead. Chase said they would file another investigation. I don't believe they did. I called again on XX/XX/XXXX to see what was going on since they have not refunded the charge and this time I learned that the purchase was for {$700.00} in ONLY gift cards. This is THE most common textbook case of fraud and while I explained that to them and they agreed, they said that their chip technology in the credit cards is so accurate that it is impossible that it is fraudulent. The only issue with that is a XXXX minute XXXX search shows that MANY other people have had the same exact situation so Chase is wrong about how secure their chip technology is. Why would we purchase such a large amount in ONLY gift cards? There is no prior history of that activity. I am currently now waiting on another reinvestigation. The agent on the phone told me if I could provide any documentation saying that I was not at the XXXX but how possible is that realistically? This is why I decided to file a complaint through CFPB as I feel I have no other actions to right this wrong. I did nothing wrong but am being punished for it. I am a 10+ years customer of Chase and this is the first time this has ever happened and Chase would rather NOT give me the benefit of the doubt and instead deem that we are trying to scam them after 10 years? Terrible service and unfair treatment
Company Response:
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have a Southwest Airlines Rapid Rewards credit card through Chase Bank. The " XXXX '' credit card that I have through Chase for Southwest Airlines gives me certain benefits every year. One of those benefits is four upgraded boardings. The way this works is that I purchase an upgraded boarding on the day of my flight and Chase immediately refunds the money I paid for the upgraded boarding ( the average upgraded boarding costs {$60.00} ). On XX/XX/ my flight from XXXX to XXXX was canceled by Southwest. I had purchased an upgraded boarding for that flight. Per Southwest Airlines policy, the upgraded boardings do not transfer if a flight is canceled. However, while I received my {$60.00} refund from Chase, Chase did not return the upgraded boarding itself. In my Chase Rapid Rewards account it is showing that I used the upgraded boarding on XX/XX/XXXX, when in fact I did not fly at all that day. I have spent the last four months calling Chase and Southwest multiple times to try and get help to reset the upgraded boarding tracking. Chase is unwilling to give me my upgraded boarding credit back, even though that is part of the contract of the Rapid Rewards credit card. I use all four of my upgraded boarding credits every year, so Chase is taking away one of those that I would have used. I pay a higher membership fee for the XXXX card from Chase to get this benefit. They have made no attempts to make it right in any way, and in fact, I get the run-around from Chase. They tell me it's not their issue, but Southwest Airlines. However, Southwest Airlines does not track the usage of the upgraded boardings, only Chase. I have escalated this matter and still no one even attempts to reverse the upgraded boarding credit in my account. Chase is telling me that since I got my money back, they won't do anything else. However, the four upgraded boardings is part of the agreement/contract with Chase for the use of this card, so Chase is violating its contract with me by not returning the upgraded boarding. Right now my Chase Rapid Rewards account shows that I have used two of my four upgraded boardings for the year. However, I have only used one of those two, since Chase is refusing to credit back the one for the flight that was canceled. I would appreciate any assistance in trying to make this right. Thank you.
Company Response:
State: CO
Zip: 80525
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A