Date Received: 2023-06-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Was charged TWICE for items that were never delivered, once by merchant and once by Chase. Need to be reversed.
Company Response:
State: CO
Zip: 80207
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, I received a letter from Chase, stating that all accounts of our family : checking/saving accounts for me, my wife, and XXXX kids, plus associated credit cards and safety deposit boxes, would be closed on XX/XX/XXXX. The reason given in the letter : " because of unexpected activity on this or another Chase account ''. That is absolutely incorrect! We have no " unexpected activity '' whatsoever during the past 17 years banking with Chase. I called Chase customer service. The agent was sympathetic but could not offer any further explanation. This kind of sudden closure without any alert, inquiry or specific reason is not only shocking, but it has created lots of hassles for payments of family expenditures, linked utilities, and other payments. Particularly the letter for the safety deposit box said " if you don't pick up the contents by XX/XX/XXXX, we'll send them to the state as abandoned property, or auction them ''. What kind of bully notice is this?! What if we were traveling and did not receive the letter in time? I am sure we are not alone. How Chase treat their customers is unprofessional, disgusting and frustrating! We demand a solution for this issue and reinstatement of our accounts.
Company Response:
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My information is being shared without ever receiving notification of my ability to opt out of having my personal information shared
Company Response:
State: CA
Zip: 92707
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
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 use my Amazon VISA issued by Chase bank EVERYDAY! It's statistically possible that I need to dispute transactions. Last month XXXX XXXX wrongfully charged me {$16.00}. I initially attempted to resolve it via dispute and an evil Chase phone representative has not put a BLOCK on my credit card preventing me from placing disputes online!!! Fortunately XXXX XXXX ended up doing the research and credit my account {$16.00} THREE TIMES! However because of the evil Chase rep, I can no longer place disputes online. Therefore I have started to use my OTHER XXXX XXXXXXXX card. IF CHASE BANK DOES NOT RELEASE THE ABILITY FOR ME TO DISPUTE ONLINE I'M SUING THEM!
Company Response:
State: CA
Zip: 90266
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am writing this letter in reference to XXXX, XXXX that your company is currently reporting to XXXX, XXXX, and XXXX under my name. The account is being reported to have a derogatory rating which is very troubling to me! Ima worried about my credit because I was recently denied a loan and my existing credit accounts have increased my current interest rates. Please be advised that this negative rating has caused me some serious financial distress & will continue to cause me financial and emotional distress until it is resolved.
Company Response:
State: FL
Zip: 33166
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am writing this letter in reference to XXXX & XXXX that your company is currently reporting to XXXX, XXXX and XXXX under my name. The account is being reported to have a derogatory rating which is very troubling to me! Ima worried about my credit because I was recently denied a loan and my existing credit accounts have increased my current interest rates. Please be advised that this negative rating has caused me some serious financial distress & will continue to cause me financial and emotional distress until it is resolved.
Company Response:
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Other service problem
Subissue:
Consumer Complaint: Wire transfer returned but not reported for days. At first they didnt know, then they sent it back, then they returned it they said my account was not available for Wire transfers. I never knew that and they never called me. The sending bank was not notified for three days and by then the long weekend was upon us. I have been with out my XXXX dollars for 5 days now. I finally got them a federal transfer return number and they issued a check that was overnighted but then Chase would not cash it and wanted to hold it for another 10 days.. Chase is fired and I still have no access to my money 5 days after the original wire. There was non-disclosure, dishonesty and they simply sucked up that money for the entire 5 days the original bank will not get their money back until Tuesday the XXXX and were out XXXX for that time as Chase was making interest on money that was not theirs. I plan to charge them for everything. My time, the overnight, and the money I could have made with the XXXX for what will be an entire week until I can get another wire transfer tomorrow to another bank and another account .they are sorry.. yes and they are sorry they know they screwed up by not contacting me but there is nothing the Saturday manager could do about it.
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
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: Previously contacted chase pertain to cancel recurring payments to XXXX service cancels back on XX/XX/XXXX through XXXX. The company cant find my credit card ( over seas department ) or my charges. 3x times called today XX/XX/XXXX XXXX and spend over an hr.
Company Response:
State: CT
Zip: 066XX
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Hello, XX/XX/XXXX - I booked a flight reservation through the Chase Travel Rewards Center ( Chase ) for a flight from XXXX, XXXX to XXXX, XXXX for the dates XX/XX/XXXX, XXXX XXXX, XXXX, for a friends wedding for my fiance and I. XX/XX/XXXX - We fly to XXXX for the wedding. XX/XX/XXXX - I received a text from XXXX XXXXXXXX XXXX XXXX XXXX requesting if we would take a {$1000.00} voucher each to take a different flight as they had overbooked. When we attempted to collect the voucher, we were informed by XXXX that we could not since I booked through Chase and to contact Chase. I spent approximately 3.5 hours on the phone with a Chase agent requesting what options we had. We were informed that we could receive a flight credit from Chase. I verified that the credit would be good for international travel and not just XXXX to the US since we had no plans to return to XXXX. The Chase agent confirmed that we could travel internationally with the credit. As a note, we did not ever receive the {$1000.00} voucher from XXXX and also did not make the XX/XX/XXXX flight back to the US. XX/XX/XXXX- We attempted to book international travel using the flight credit only to be informed we could only use the credit to fly from XXXX to the US. I informed the agent that that was not the information we were originally provided and he said he would investigate and call back. The Chase agent never called back. XX/XX/XXXX - I called Chase to see the status of our flight credits only to be informed that we were unable to utilize them since it was over a year since I had booked the flights. I informed the agent that I was informed in XX/XX/XXXX that we could only fly from XXXX to the US and that the agent said he would confirm whether or not we could use the credits to fly internationally and I had never heard back. They informed me that they would look into the matter. XX/XX/XXXX - I called Chase back and was informed that I could use the flight credits to travel anywhere, even domestically so long as it was before XX/XX/XXXX. I informed them that I could not easily travel and would have to think about where to go. ( Please see email ). XX/XX/XXXX - I called Chase back and was informed that I could travel anywhere, but that I would have to fly a class higher than our initial booking of economy. I informed the agent that I would have to think about where we would go since now we had to travel either Business or First Class. XX/XX/XXXX - I called Chase back and with a flight plan, only to be informed that we could not use the flight credits since it was over a year since we initially booked the original travel. I requested the matter be investigated as that was not what I was originally informed. ( Please see email ). XX/XX/XXXX- Again, I called Chase back to see if they would provide a different answer as they had done so each time previously. I was told that I could travel but it could only be from XXXX to the US and had to be done so before XX/XX/XXXX. I informed the Chase agent that was not what I was initially told and he said he would look into the matter and contact me. XX/XX/XXXX - I have not received any additional contact from Chase since XX/XX/XXXX. At this point, I have spent approximately 12-15 hours of my time attempting to utilize this flight credit only to be misinformed almost every step of the way. Consumers should not have to work for credits that they were promised. I can not imagine how much money Chase receives by employing these tactics because consumers simply give up. At best, this type of behavior is negligent, at worst it is abusive and in bad faith. Thank you for your time and attention to this matter.
Company Response:
State: TX
Zip: 78744
Submitted Via: Web
Date Sent: 2023-06-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/XXXX This is my complaint against CHASE BANK. URGENCY: HIGH IMPORTANCE: HIGH [WITHOUT PREJUDICE] I would like to draw your attention to XX/XX/XXXX - I had sent my complaint letter to CHASE BANK, in which I clearly stated how this scam has affected me personally, psychologically andfinancially. I am afraid I have had to go through so much "bureaucracy" thus far in order to catch their attention to my concerns. This really doesn't show their complaints department in a good light, to say the least; and certainly, does not contribute to my overall satisfaction and peace of mind. My complaint is against the bank that did not do its job properly (could not prevent/foreseen fraud and could not conduct a proper investigation) and not against the vulnerable customer who fell victim and lost all the savings due to the misconduct of the bank. I feel very distressed and cheated, all because no one took action immediately and practice their duty of care, therefore I only request what I believe to be rightfully mine, as all institutions were more than negligent in protecting my account and handling the complaints. I comprehensively provided explanations and proof to my claim, even so, CHASE BANK never acknowledged my complaint, therefore, I have approached you CFPB and I would like to receive your assistance on this matter. General Obligation: Commencing on or about XX/XX/XXXX, I fell victim to a multi-layered scam operation orchestrated by XXXX XXXX, XXXX XXXX, and XXXX XXXX (the Scammers), all of which aim at contributing to the goal of robbing and defrauding innocent people. When determining whats reasonable and fair, we should focus on the issue of liability; common queries include, but are not limited to, the following (i) whether CHASE BANK did not take notice of any rule, law, or regulation, and/or possibly missed any material elements of the relevant bylaws or codes of conduct, that may have prevented them from protecting my financial safety; (ii) whether by virtue of CHASE BANKs custodianship over my funds or by its control over them, they owed a fiduciary duty to me and if so, whether that duty was breached; (iii) whether CHASE BANK promoted the transaction(s) in question despite being aware of the nature of the transaction(s) in question (iv) whether CHASE BANK was in compliance with its own policies and procedures; (v) whether CHASE BANK owed duties to myself, what the scope of those duties was, and whether CHASE BANK did not uphold those duties; (vi) whether CHASE BANKs conduct was unfair; and (vii) whether CHASE BANK has within its power the ability to, and should, compensate me for the harm that has befallen me. Upon identification of such unusual or suspicious activity, it is crucial that the relevant staff member adequately describe the factors making an activity or transaction suspicious, thoroughly depict the extent and nature of this activity and properly communicate to the customer that such activity meets the relevant criteria of fraud. In providing its services to a customer, a financial institution is required by law to exercise the care and skill of a diligent, prudent banker. In this case, this means that the payment service provider should not turn a blind eye to known facts pointing to a real possibility that their customer is being scammed. In other words, CHASE BANK must have had special knowledge of what was occurring or been alerted to a real possibility of fraud taking place. The financial institution must have known or reasonably ought to have known that I was dealing with a scammer. Granted, there is room for diversity of view insofar as reasonableness is concerned. Indeed, there is a sense in which the standard of care of the reasonable person involves in its application a subjective element. However, it must be remembered that the correct test is always reasonable care in all circumstances, not average care. The fact that most people behave in a certain way may be good evidence that the conduct is reasonable, but this is not necessarily the case. Although reasonableness is a very fluid concept, all of the evidence suggests that CHASE BANK did not foresee the fraud and disregarded even the most obvious dangers in this respect. Situations do tend to repeat themselves and it is advisable to examine previous outcomes to see how the standard of the reasonable person should be applied, and that lessons can be learnt from the errors of the past. Apropos of the fluidity of the concept of reasonableness, all CHASE BANK has done in this regard is set up a dichotomy of having or not having the legal obligation under consideration, however, that does not go one-inch toward explaining why various regulatory authorities, has maintained that financial institutions can, and should, protect consumers using their systems, advanced technologies, and rich experience. SCAMMERS FRAUD SCHEME ALLEGATIONS On XX/XX/XXXX, I received a phone call in the morning at about XXXX XXXX. The caller identified himself as XXXX XXXX, ID ss(or XXXX) XXXX from XXXX. He stated that he was confirming a purchase that was made on my XXXX account of a gold XXXX that was to be delivered to an address in XXXX New York the next day on the XXXX. I told him that I had not made such a purchase and it needed to be cancelled. He said he would cancel it, but he needed to transfer me to their fraud division and asked me to hold for a moment. This was at XXXX XXXX. The next person got on the line (XXXX XXXX), the same phone number. This person identified himself as XXXX XXXX BadgeXXXX XXXX U.S. Marshall. He proceeded to describe that my name was used to open several bank accounts, in Texas, New York, New Jersey, etc. rent a vehicle and that my name was being used in a money laundering scheme and possibly drug smuggling. He then started to tell me that he needed me to talk to one of their U.S. Marshals that were in that department and proceeded to transfer me to yet another person. He had me stay on the line and not hang up for the whole day. The next person got on the line but had a different phone number, 1-XXXX. He identified himself as a U.S. Marshall, XXXX XXXX, badgeXXXX XXXX, assigned to my caseXXXX XXXX, and that he would explain what we could do to protect my money and provide proof that I was not involved with committing any of the fraud. He said I needed to pull all my money out of my bank account and secure it so they could open a new account to put it into at my bank. He then said to stay on the line no matter what and to not tell anyone what we were doing and asked how much money needed to be secured, I then gave him my balance in my bank account. He never asked me for my actual bank account number. He then had me go to the bank and withdraw as much as I could in cash to take to a specific Bitcoin ATM that they provided to me after I let them know what city I was in. I used XXXX all day long because my car was in the shop. I withdrew XXXX cash and proceeded to the Bitcoin ATM address they gave me. He kept stating that my XXXX trips would be refunded after all this was done. They sent me a QRC code to use at the Bitcoin ATM. I deposited the cash into the ATM and kept the receipt. Then he directed me to buy as many XXXX cash cards as I could to secure the rest. I went to XXXX and was only able to purchase XXXX cash cards for the amount of XXXX each. Then he asked if I could do an ATM cash withdrawal at XXXX for the rest. I was only able to withdraw XXXX because of limits. I told him I was at all my withdrawal limits and could do no more for XXXX hrs. He then said that once we got all my money secured that he would set up an appointment for the next day to meet another Marshall in person who would help me set up my new bank account and provide me with my new Social Security number and transfer all my money into the new account. He said he would postpone his case for a day so we could continue the next day because if we did not secure my money, they would close my bank account and my Social Security number forever. The next day, XX/XX/XXXX I was exhausted and didnt want to work with him anymore. I transferred my savings to checking for the next round of securing my money. I told him this and told him I did it because I needed to pay some bills with it and was leaving some money in my account, He then got upset and said I broke the rules and hung up on me. Please take notice that my funds were transferred through means of coercion and under false pretenses all along! CHASE BANK is obliged to take some action if it is sufficiently aware of a real possibility that a fraud may be being perpetuated. If you don't question its customers instructions or raise the possibility of a scam with the customer in these circumstances, it may be liable if the red flags indicate the customer is: particularly vulnerable, or if the possibility of fraud was serious or real, not just suspected. There are some recommendations to organisations for protecting customers from financial harm that might occur as a result of fraud or financial abuse; and gives guidance on how to recognise customers who might be at risk, how to assess the potential risks to the individual and how to take the necessary actions to prevent or minimise financial harm. These recommendations are established as a general principle, the organisation should deliver a service that: 1) Takes a proactive approach to minimising risks, impact and incidences of financial harm and it sets out systems and tools for the prevention and detection of fraud and financial abuse. As a general point, it says organisations should ensure that all systems are developed using technologies and methodologies that are effective in the prevention of fraud and financial abuse, through authorised and unauthorised payments, thereby minimising the risk of financial harm to customers. As regards to the detection of fraud and financial abuse, it says the organisation: A) should have measures in place across all payment channels and products to detect suspicious transactions or activities that might indicate fraud or financial abuse. It then lists the following examples of suspicious activity on customer accounts: a. multiple cheque books; b. sudden increased spending; c. transfers to other accounts; d. multiple password attempts; e. logins from new devices, multiple geographical locations; f. sudden changes to the operation of the account; Unusual transactions are transactions whose amount, characteristics and frequency bear no relation to the economic activity of the customer, exceed normal market parameters or have no apparent legal justification. g. a withdrawal or payment for a large amount; h. a payment or series of payments to a new payee; i. financial activity that matches a known method of fraud or financial abuse. B) organisations should have a process in place to ensure that staff make contact with the customer to verify the financial activity, challenge its authenticity, explain the nature of the suspected or detected fraud and discuss an appropriate plan of action. I am deeply convinced that the disastrous results that I have previously elaborated upon will continue to ensue if no responsibility is adopted by CHASE BANK in relation to this matter. I have also thoroughly detailed why they cannot simply dismiss this problem by strictly adhering to legal technicalities which, after careful reflection, struck me as being nothing more than self-interest. Indeed, it seems to me utterly unfair to disregard fragile, sensitive, and vulnerable consumers who are afflicted by such allegedly malevolent acts, thereby keeping an unjust status-quo that is corrupting our society at its core. Conclusion: Based on my analysis, and as confirmed by various authorities concerned with such matters, there is abundant evidence that forward thinking financial institutions ought to take reasonable steps to forestall fraud, or at least mitigate its risk by using an effective risk management system, demonstrating their undisputed ability to responsibly and pre-emptively respond to questionable transactions in the digital arena. The use of such systems, largely based on newly adopted technologies aimed at effectively navigating the evolving threat landscape, is only one of a number of possible endeavours undertaken in this connection, alongside the application of past knowledge and experience related to popular fraudulent practices. CHASE BANKs non-observance of the fundamental principles of justice that is, to completely overlook and not even remotely try to mitigate the suffering of vulnerable consumers is inexcusable given the size of the establishment and the vast resources at its disposal as the direct result of the patronage of clients like myself. In summary, I respectively ask your organisation to consider my points, given your personal and companywide obligation to provide a fair and reasonable investigation into the complaint. I look forward to your input and would gladly cooperate to reach a fair and reasonable outcome. Thank you. XXXX XXXX Page 1 of 7 XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY Re: Demand Letter For negotiation purposes only, without effect as to any and all rights Attn: Claims/Fraud Dept. Dear Sir/Madam, The goal of this letter is twofold: first, it aims to establish that a duty of care was breached, inasmuch as you have failed to perform adequate due diligence or/and have not acted in a reasonable and prudent manner to prevent foreseeable substantial damages I suffered as a result of a fraud [1]. Second, it shall serve as a formal written demand for reimbursement based on the aforementioned grounds, among others. A very comprehensive analysis of fraud prevention suggests that by processing an atypical, non-routine transaction(s), and/or by being aware of other fraudulent schemes similar to the one alleged herein and/or ignorance of obvious warning signs of fraud, you engaged in/ is a pattern or a practice of wrongful and negligent conduct which provided substantial assistance to advance the commission of a fraud that resulted in my financial and psychological damages. The facts and details concerning the actions in question are set forth hereunder. OVERVIEW Commencing on or about XX/XX/XXXX, I fell victim to a multilayered scam operation orchestrated by XXXX XXXX, XXXX XXXX, and XXXX XXXX (the Scammers), all of which aim at contributing to the goal of robbing and defrauding innocent people. Money was transferred from my account via debit card, and through an intermediary named Bitcoin Of America in the total amount of XXXX XXXX USD utilizing your services. This letter shall thrust into the spotlight, inter alia, the increasingly important role financial institutions play in the fight against financial crime and fraud, and the pressing need for higher levels of supervision and vigilance within your organization. Additionally, it is vital that you will immediately take all actions within your power to remedy the situation, whether by raising chargeback in respect of the transaction in question or reimbursing me and crediting my account, for the full amount of these payments, in the total amount of XXXX XXXX USD Heres an indisputable fact: had you looked at the wider circumstances surrounding the abovereferenced transaction, this illicit transfer of wealth could have been prevented. Executing transactions without proper authority is not only a severe regulatory offense but also an irresponsible and reckless disregard for the customers financial safety. 1 FCA: A more effective approach to combatting financial crime (XX/XX/XXXX) Page 2 of 7 XX/XX/XXXX 2 Against this background, and without derogating any of my rights, I hereby hold you liable for financial and emotional harm as well as medical problems relating to this victimization and demand that you reimburse my account in full within 10 days from the date of this letter. INTRODUCTION Financial crimes and fraud investigations often involve a high degree of sophistication, complexity, and sensitivity to detail. Accordingly, this letter aims to address the issue at hand as profoundly and fairly as possible, by taking into consideration contextual regulations, laws, and bylaws, as well as guidance, standards, and rules promoted by supervisory authorities, relevant codes of practice and (where suitable) what was good industry practice (GIP) at all times relevant hereto. The allegations contained herein are predicated either upon knowledge with respect to myself and my own experience or upon facts obtained through investigations conducted by qualified third parties. I strongly believe that substantive evidence in support of the allegations set forth herein will be found after an appropriate opportunity for discovery. Key facts supporting the allegations contained herein are known only to the Scammer or/and are exclusively within their control. I did not know, and through the exercise of reasonable diligence could not have discovered, the fraud that was being perpetrated upon myself by the Scammer. Fraud is commonly conceptualized as withholding from the weaker party in a financial transaction information which is necessary to make an informed, rational or autonomous decision. In this regard, even access to adequate information is insufficient to achieve complete autonomy. A complication here is that the weaker party might have trouble analyzing the data at hand sufficiently well to identify fraudulent schemes. A reasonable solution is that financial institutions would be required to promote transparent communication in which they track the understanding of its customers. The false representations and omissions made by the Scammer have a tendency or capacity to deceive victims, such as myself, into unwittingly providing funds that fueled the Scammers fraudulent scheme and therefore are, by their very nature immoral, unethical, oppressive, unscrupulous, and substantially injurious to consumersall at once. As a result of the Scammers deceptive practices, I was deceived into transferring my funds to them. The false statements of material facts and omissions as described above; and the sham transaction(s) the Scammer perpetrated upon myself; were unfair, unconscionable, and deceptive practices perpetrated on me which would have likely tricked a reasonable person under the circumstances.
Company Response:
State: CA
Zip: 92071
Submitted Via: Web
Date Sent: 2023-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A