Date Received: 2023-06-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2023 XXXX XXXX XXXX XXXX XXXX initiated an ACH from our XXXX XXXX XXXX to a Chase Bank account. We were given the wrong account number and Chase Bank FAILED to reject the transfer when the account number and the account name did not match. XXXX XXXX maintains that they have no way of knowing that Chase Bank will do their due diligence and make sure ALL information matches the ACH instructions. Chase Bank did not perform their " best practices '' and failed to red flag the transaction. This ACH was for {$13000.00}. I would think ACH transfers over $ XXXX should be flagged if the recipient does not match the account number given.
Company Response:
State: OH
Zip: 43228
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On the afternoon of XX/XX/2023, I was bombarded with an insane amount of emails, only to find out later on that this is referred to as e-mail XXXX while something more sinister is happening behind the scenes. Later in the evening I received a text alert from CHASE asking me if I had authorized an {$800.00} payment. I went to my online account and saw that there were in fact several ( 18 ) unauthorized transactions to XXXX. I immediately called CHASE and informed them as to what was happening. They cancelled the debit card and transferred me to the fraud department. Needless to say my bank account was totally drained and it even went into overdraft. CHASE assured me that they will do their best to investigate and come to a resolution. After a week of waiting and no updates, I called CHASE on the morning of XX/XX/2023. They informed me that they had finished their investigation and that my claim was denied because the payments, all 18, were processed and issued to a third party merchant, in this case, XXXX. CHASE said that I needed to contact XXXX and seek a resolution about getting my funds returned. I called XXXX on three different occasions, each time speaking to different people, and each time I gave them all the information from the Chase transactions. XXXX kept saying that they can not find the transactions in their system so they can not do anything and that I needed to go back to CHASE. Basically I was being ping-ponged back and forth from XXXX to CHASE. I can understand if XXXX says that they have no records of the transactions but I can not understand why CHASE would deem those 18 transactions as NOT fraud. In all there were 25 transactions to XXXX at the time when the incident was occurring. Four of those were rejected and three cancelled. If this is not a red flag for the CHASE fraud squad then I don't know what would be. Also, while speaking to the last CHASE fraud specialist, I was told that part of their thorough investigation would have been to contact the merchant ( XXXX ) and verify the transactions. When I called XXXX there were none of those 18 transactions in their system? My position now is that my bank account has been wiped out, CHASE tells me that they transferred the money but the onus is now on me to figure out where it went. So much for helping the customer.
Company Response:
State: FL
Zip: 33772
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My Chase Sapphire Credit card was charged with a fraudulent transaction. As someone used it to rent a car from XXXX. I had contacted XXXX multiple times and they are not responding to my requests either. My credit card was charged approx. $ XXXX for a rental car charge which I did not rent at all. I have asked chase multiple times to dispute this charge but they are not listening to me instead they are asking me to pay this amount. I am not sure what other options I have as I never charged or use this card for such transaction.
Company Response:
State: TX
Zip: 78754
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Prior to XX/XX/23, as my partner and I were planning our wedding, our families had transferred money to our individual accounts ( not with Chase ) to help us pay for wedding expenses. On Saturday XX/XX/23, I got married to my partner in XXXX ( pending legal marriage once we returned home to XXXX ) and received XXXX in cash and XXXX in checks from friends and family. On Monday XX/XX/23, after coming back to XXXX we went to our local Chase bank to open a joint checking and savings account. We brought a voucher for a XXXX bonus for setting up direct deposit. A Chase representative at the branch opened both accounts for us and applied the voucher. He then demonstrated how to do mobile deposits by having me deposit a check from my step-father for XXXX into the newly opened account. He showed us some more features with the mobile checking app. We then deposited the XXXX in cash and the remaining XXXX in checks ( 3 separate checks for XXXX, XXXX, and XXXX} ) Upon returning home after opening the account, we settled the rest of our wedding expenses and found we had an extra {$970.00} from the wedding budget in my personal checking account at XXXX XXXX XXXXXXXX. I wrote myself a check from my personal account and deposited it into the new joint account with Chase. My partner and I set up our direct deposits from our jobs into the joint account and switched over our monthly utilities to the new joint account. We began the process of verifying our external accounts with the joint account ( where small amounts are deposited and withdrawn and the specific amounts are used as verification ). We finally set up monthly automated transfers of XXXX into the joint savings account, and transfers out of the joint account into our personal accounts. The combined transfers and payments out of the account would have been less than our combined direct deposits in, so we would have built funds together in the checking account together every month. On Tuesday XX/XX/23, our individual banking institutions completed the verification deposits/withdrawals for very small amounts ( < {$1.00} ) and we completed the verification processes. I setup our monthly mortgage payment to XXXX XXXX XXXX from the joint account with Chase. On Wednesday XX/XX/23, I received 2 notices from Chase that the mobile deposited checks ( from my step-father for XXXX and from myself for XXXX ) had been placed on hold and that the funds would be available on XX/XX/23. In my own personal account, I see the check had been cleared on XX/XX/23. On Friday XX/XX/23, I received a notice that the new account had been restricted " to protect against potential fraud '' and that it may be closed soon. Additionally, my online profile had been locked, preventing me from accessing my credit card and car loan accounts with Chase as well. I called Chase as soon as I got out of bed and the representative told me the account had already been slated for closure ( both the joint checking and savings ) and that they could not provide a reason over the phone. The representative said that a letter explaining the account closure and a cashier check containing the remaining funds in the account would be sent to me by mail. After getting off the phone, I went to the local Chase branch where we had opened the account. The representative at the branch called on our behalf but also did not receive a reason for the account closure. However, the representative did learn that I was barred from opening any future banking accounts with Chase ( checking/savings ), however my partner could reopen an account with Chase. I was not barred from maintaining my car loan or credit cards with Chase. Later that day, I called Chase customer service again and had my online profile unlocked, allowing me to access all my accounts while the checking and savings account remained restricted. This last representative told me that " Chase had decided to end my banking relationship '', which is why I could no longer open any future banking accounts with them. On Thursday XX/XX/23, I called Chase again and learned that the final account closure date would be no later than XX/XX/23 and that a cashiers check for the remaining funds would be issued no later than XX/XX/23. Again, no reason could be provided for the account closure.
Company Response:
State: IL
Zip: 60637
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have had this Chase Slate card open since 2009. I am paying 24 % interest as an Overdraft Interest Fee. This is not the interest rate for purchases. This is a separate fee every month. I spoke to costumer service. They denied the ability to decrease the 24 % overdraft interest fee. I have no late payments on this card. I also bank with Chase. They were unable to help me in any way. I am desperate to pay this credit card down. With this high interest fee, it has been difficult.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied for and was approved for a united explorer credit card back in XX/XX/XXXX. At the time, I was on XXXX in XXXX. My plan was to use the card to cover several of my expenses and spend {$3000.00} in 3 months to receive the XXXX bonus points that they offer. My address at the time was a XXXX XXXX XXXX XXXX, which is a valid USPS Post office for receiving overseas mail. The address was the following : XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX Unfortunately, due to issues with Chase, they never sent me a physical copy of the card, so I was never able to start spending. Even still, I was supposed to be able to make digital card purchases, however, I was not able to do this because you need a physical copy of the card to login to the account and activate the card. Because I never got the physical card, I was never able to use the card during the promotional period. I left my XXXX in XXXX in XX/XX/XXXX, and immediately upon getting a physical address in the united states, I contacted Chase/United to get a physical copy of the card finally sent out to me. I received the card, and immediately started spending on it. I have since, spent well above the spending requirement for the promotion. Additionally, I did this because upon speaking to customer service, they informed me that I would still be eligible for the promotion despite the time elapsed, due to the mistake that they made. Thinking this was the case, I spent XXXX of dollars on their card, thinking I would be getting the bonus after 3 months. Unfortunately, I then received a letter in the mail stating that I would not be eligible for the promotional offer due to the time elapsed. Essentially, not only did chase make it impossible for me to receive this promotion by not sending me the card in the first place, they also gave me misinformation regarding my ability to receive the promotion after finally receiving the card, causing me to spend money on their card, with no benefit to myself. As a service member, who served overseas on a XXXX, I believe it is unacceptable that I was taken advantage of in this way. And I am writing this in hopes that the CFPB will take action, and investigate this company for its misinformation and fraudulent practices, which are negatively impacting U.S. Service members abroad. I have spoken with Chase 's customer account specialists and supervisors and given then numerous chances to correct this issue, however, every time, I have been dismissed with no compassion, no remorse, and zero semblance of any accommodation for their mistake. They have informed me that there is nothing they can, will, or want to do for my situation. I believe these predatory practices should be stopped. Please help me in getting this message delivered to chase/united, regarding their United Explorer Credit Card . Thank you.
Company Response:
State: NV
Zip: 89506
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Chase Bank mailed my debit card to an address I never gave, where it was immediately activated and used by someone who withdrew all the money in my checking and savings accounts. On XX/XX/23, I received a call from XXXX. The man said his name was XXXX XXXX and he was with Chase Bank Fraud Protection. He said he tried to call me on their main line of XXXX and asked if the number had been blocked in my phone. He stated there was an alert on my debit card and asked if I had bought concert tickets in XXXXXXXX XXXX When I told him I did not, he reported that he would close my debit card and mail me a new one. He asked my mailing address ( I confirmed that it is in XXXX XXXX XXXX ), and he told me I would receive a new debit card. He said if I wanted it delivered the next day ( XX/XX/23 ), they would waive the expedited delivery fee. Today ( XX/XX/23 ), I saw on my account that on XX/XX/23, someone activated the new debit card and made XXXX fraudulent withdrawals and XXXX fraudulent debit transactions from my checking account and XXXX fraudulent withdrawals from my savings account, all of which were in XXXX, XXXX. When I called XXXX at XXXX, they closed the debit card again and will refund the fraudulent charges. They confirmed that a XXXX XXXX XXXX representative had indeed mailed the new card on XX/XX/23 to a different address from the XXXX in my account, which must have been a clerical error, but could not account for why it was mailed to a totally different address where it was immediately used for fraudulent purchases.
Company Response:
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: This is regarding our bank, Chase, and bank fraud resolution on claims we have filed. We have a Chase business checking account. Two checks were fraudulently endorsed and cashed through XXXX in XX/XX/XXXX. I filed 2 claims through Chase in XX/XX/XXXX. XXXX processed one claim in XXXX and one in XXXX. They have issued cashiers checks to Chase, one of which was cashed by Chase in XX/XX/XXXX. It is XXXX, and our bank account has not been funded. When I call Chase claim department about the payment, Chase state they : haven't received the funds, state they email claim inquiries to XXXX but XXXX doesn't response, don't attempt to reach out to XXXX to inquire about the cashiers checks, don't attempt to ensure they are contacting the correct XXXX dept, state they don't use the phone to call XXXX - all correspondence is electronic and refuse to give me any additional information. And, I'm not allowed to talk to anyone higher up than a claims escalation representative whom can only inquire via email to the " back office ''. When I talk to XXXX, they state they have responded to Chase and have notified them of the mailed cashiers checks. They refuse to talk more to me about our funds because I'm not named executrix?!!
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2023, I received a call at XXXX from the Chase Customer Service number XXXX, they claimed to be an Account Representative at Chase and I hung up on them ( the fraudsters ). As I looked up the number they were calling from and confirmed it was the Chase number stated above, they called back immediately & said they were calling from Chase bank notifying me that there was fraudulent activity going on in my account. They told me that someone was trying to wire transfer {$35000.00} out of my account & told me that someone had gotten access to my online chase account. After, the fraudsters said they would guide me through a wire reversal ( to retrieve the funds I lost ) asking me for my debit card information which I gave ( did not give my pin number ). They already had all my information ( full name, phone number ) which they read back to me as soon as I got on the phone call ( only information that Chase would have access to ). We ended up getting disconnected which I thought was very strange after I gave them my debit card information ( What I thought was a standard procedure at Chase ). I checked my chase account & saw a wire for {$25000.00} and my heart immediately sank into my stomach. I was extremely shocked by this because I had received no verification or authentication from the bank telling me a wire transfer had even been attempted ( this would be the largest transaction ever on my account since XXXX was my whole life savings ). Chase has my personal phone number, and they should have contacted me immediately before this wire transfer was even allowed to take place, but that did not occur. I tried calling Chase multiple times to set up a swift recall, but Chase did not cooperate with me- continuously transferring me to the wrong department when time was of the essence. This clearly showed negligence and incompetence on Chases end. At this point I thought something very fishy was going on with Chase, so I kept calling but to no avail. Finally, the next morning after trying all night with no success ( due to negligence from Chase 's wire fraud team ) I was able to put in a swift recall at XXXX - the minute that they opened the lines. After this I went to my local Chase branch as soon as they opened and spoke with an Account manager who told me that the hackers had been in my account for a full 2 hours before calling me ( obviously trying to get the money out of my account before attempting to contact me ). There was no notification sent to my phone or anything while the fraudsters were in my account for these 2 hours before the phone call - showing that they were able to breach Chase 's weak security system. Every time I sign into Chase from a computer that is not recognized or new, there is either a phone call or message confirmation sent or a 2Fa authentication. Neither of these verification methods had been sent to me while they were in my account ( without my knowledge ). This to me is a clear indication of Fraud and security breach - I trusted Chase to protect my assets but they mishandled and lost all my life 's hard work and savings, and I am left with nothing, I am so devastated. Chase denied my appeal today ( 2 days later ). When I asked why, they told me that I was a part of the fraud when clearly, I was not ( their way of not having to compensate me for the money I lost due to their lack of security ).
Company Response:
State: NY
Zip: 107XX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I opened a travel insurance claim on XXXX. XXXX, on behalf of Chase, promises a review within XXXX business days. Despite uploading all required information repeatedly, today on XXXX, I received an email and voicemail requesting the same information again. Chase needs to instruct its vendor XXXX to meet the terms and conditions of its travel insurance benefits.
Company Response:
State: FL
Zip: 32003
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A