Date Received: 2023-06-08
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I recieved a fraudulent check that I didnt know it was a fraud I deposited the check and my bank decided to close my account I had 11 years with them with no problems I will like to reinstate my account
Company Response:
State: MD
Zip: 21222
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was the victim of fraud which involves the physical stealing of a victims phone and passcode. With this information, a criminal can access all of the victims financial accounts from their phone, while locking them out of the phone completely. I was a victim of this fraud and it resulted in {$2700.00} of fraudulent transactions occurring across multiple mediums including XXXX, XXXX, ATM withdrawals, and XXXX XXXX transactions on my JPMorgan Chase Bank checking account ( and other accounts, but this complaint is related to Chase only ). These were all completed with my stolen phone and stolen passcode information. Majority of the transactions occurred on XX/XX/2023, and I alerted Chase within hours, which fulfilled my obligations under the EFTA which lawfully limits my liability to {$50.00}. Since XXXX ( it is now XXXX ), I have raised multiple disputes and appeals with Chase attempting to resolve this issue with no progress. They have continually rejected my claims, and are not taking into account the significant evidence I have provided them to demonstrate that the transactions were fraudulent. I have spent hours on the phone over many phone calls to try and resolve this issue. The most recent attempt was on XX/XX/2023 and Chase rejected the claims again. They have used the same grounds for each rejection : that "... you must have authorized these transactions because they were completed with your phone ... '' even though I have explained multiple times over the phone that my phone and passcode were stolen from me. I also wrote Chase a 78-page letter completely explaining the situation and how the theft arose, including details of other financial institutions that were affected ( who have refunded me the disputes ), but they still rejected my claims after reviewing this letter. I have attached the letter but truncated some of the pages to meet the XXXXpage CFPB letter XXXX I deleted the phone records and other less necessary pages to meet XXXX pages ). I suggest you review this letter as it gives a complete picture of what has occurred with all of the relevant information required to make a decision. The first XXXX pages discuss this, with the remainder of the pages are comprised of account statements, police reports, phone records, and evidence of fraud.
Company Response:
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Dear CFPB, I made an online purchase on XX/XX/XXXX from XXXX for some tires. My total was {$120.00}. XXXX never did fulfill my order and I have been unable to get a refund from them. I have numerous email 's between XXXX and myself, with them always promising that the merchandise would ship soon. After several back and forth with the company, I decided to dispute the charge with Chase Bank as I used my debit card to pay XXXX. I called and verbally disputed the transaction with Chase on XX/XX/XXXX. They sent me a letter dated XX/XX/XXXX stating that there investigation was that the charges were valid. Perplexed on how they could come to such a conclusion, I sent them a letter by certified mail appealing that decision and sending them copies off all the communication between XXXX and myself. I mailed the letter on XX/XX/XXXX and it was delivered on XXXX XXXX, XXXX. I have yet to hear back from Chase about my appeal. I wish for the CFPB to contact Chase Bank and to help me recover my {$120.00}. Thank you. XXXX XXXX
Company Response:
State: GA
Zip: 31406
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX I wrote and mailed a Chase check # XXXX payable to my XXXX in the amount of {$3000.00} for my monthly maintenance. It was mailed to my building management company " XXXX XXXX ''. I was contacted by XXXX XXXX on XXXX saying they never received my payment. I sent them copies of my cancelled check from Chase Bank and after a period of time they claim that they never received it and started to charge me late fees. At that point I went to Chase and filled out a " Declaration of Unauthorized Endorsement or Altered Item '' My claim number is " XXXX '' I mailed the clam to JP Morgan Chase Bank NA. Customer Claims Department, Attention : XXXX, XXXX XXXX XXXX XXXX XXXX Texas XXXX XXXX have contacted Chase customer claims 4-5 times now and they claim my check was cashed at XXXX XXXX XXXX and they are XXXXuppose to respond to Chase and reimburse my funds. XXXX XXXX XXXXXXXX never contacted Chase regarding my claim and the people at Chase tell me there is nothing to be done. I'm extremely frustrated with Chase for not reimbursing my funds especially since I have a business account with them as well.
Company Response:
State: NY
Zip: 11231
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
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: LETTER SENT TO CHASE : XX/XX/XXXX Chase XXXX XXXX XXXX XXXX, DE XXXX Re : Dispute transaction dated XX/XX/XXXX by XXXX XXXX XXXX Dear Chase Customer Service, This is a formal request to reopen a dispute on a transaction dated XX/XX/XXXX by the merchant XXXX XXXX XXXX for the amount of {$4700.00}. The disputed amount of this transaction is : {$3500.00} for merchandise that was never received. On XX/XX/XXXX, an online order was made for two pieces of furniture totalling {$4700.00} ; however, only one item of the two items ordered was delivered on XX/XX/XXXX. As you can see from paperwork submitted by the merchant from XXXX XXXX XXXX, one item ( QTY 1 ) of the item : GREY VELVET TUXEDO ARM LOVESEAT was delivered ( there is also a corresponding photo clearly showing this ONE item delivered ). This item, including all applicable taxes totalled : {$1100.00}. The second item in this combined order : XXXX XXXX XXXX XXXX '' Wide Velvet Reversible Modular Corner Sectional Sofa was never delivered. This item totalled {$3500.00}, and was a significantly large piece of furniture that is clearly NOT in the delivery manifest sent to you by XXXX XXXX XXXX XXXX XXXX XXXX XXXX nor was it included in the photograph the merchant sent you of the item being delivered. As of today, XX/XX/XXXX, I have not received this merchandise. I have spoken with the merchant, who has confirmed that this order was cancelled and never delivered. In addition, the merchant XXXX XXXX XXXX has also stated that a refund of the disputed amount of {$3500.00} was refunded to this Chase account on XX/XX/XXXX. Since then, no such refund has been posted and I have been unable to speak with any manager or the billing department at XXXX XXXX XXXX to resolve this issue. As you can imagine, this has been a deeply disappointing experience. As a longtime Chase customer and cardholder of various lines of credit with Chase, I have found the customer service experience disappointing. I have always recommended Chase to my network and have remained a loyal patron due to your superior customer service and ease of use ; however, with these recent issues, I am afraid I may no longer be able to recommend Chase. I would like to request this dispute be reopened and Chase to investigate the cancelled order in order to fully refund the disputed amount of {$3500.00}. I trust that this dispute will be resolved shortly as this case has been ongoing for over four months. I look forward to hearing from you. Sincerely, XXXX XXXX XXXX LETTER SENT TO THE CALIFORNIA ATTORNEY GENERAL ( Supporting documents referenced are not included as they contain personal information to be omitted per CFPB request ) : I am writing to share supporting documents for a complaint against XXXX XXXX XXXX ( merchant ) that I submitted through the online portal. This complaint was initiated by XXXX XXXX, but was closed based on false claims by the company. Attached are images of : -The delivery manifest, which indicates that only a love seat was delivered ; -An image of the couch that was ordered but not delivered ; -An image of the delivery, which is clearly smaller than the couch ; -The order number ; -The letter that the company presented to your offices ; -The letter that you provided to XXXX XXXX following closing the case. In their response to your offices, XXXX XXXX XXXX XXXX merchant ) claimed that XXXX XXXX refused the delivery, but this is false. She repeatedly requested updates on the delivery, and for 3 months she was told that it was delayed. She eventually cancelled the order, but she found that she was charged for the full set of furniture. She unsuccessfully attempted to resolve this with the company, and now she requires your assistance. XXXX XXXX is a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. She has been financially abused by a predatory company with many nearly identical complaints against it lodged online. We would sincerely appreciate your assistance in resolving this matter. Below my signature, you will find the text of the complaint that I filed through your portal. XXXX XXXX, opened a complaint against XXXX XXXX XXXX, but received a reply to the effect that the company responded that the complaint was invalid, and so the case was closed. This is inaccurate, and I am writing to request that the case be re-opened. The representative of the company claimed in an email to the office of XXXX XXXX that the delivery was brought to the home of XXXX XXXXXXXX, and that she rejected it. This is false. I have emailed the delivery manifest and the photograph of the delivery showing that she received a delivery of only part of her order ( a loveseat ), and she accepted that order, but was charged for the full order including a full couch ( image also sent ). When she inquired about the undelivered furniture she was told that it was repeatedly told that it was delayed. She ultimately cancelled that order, but was then told that it was already en route and that she would be charged a restock fee. There are many complaints against the company found online with this precise pattern. We would like your assistance in resolving this matter as it is currently still unresolved. I have emailed the supporting documents to XXXX. Cheers, XXXX XXXX
Company Response:
State: CA
Zip: 91761
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: My client used Chase Bill Pay to send funds to me. Funds came out of their account but was never credited to my bank. Chase put an investigation in and is claiming that my bank got the money and misapplied it. Chase has provided the details of the transaction they sent, but it is incorrect. It shows an electronic payment but has no routing number and shows my address instead of my bank which would be necessary for an ACH payment. When an ACH can not be used Chase Bill Pay sends a check. Based on their documentation it would have been a check because they show no routing number. Payment was not received by my bank and no check received by me. Chase is unable to provide any acknowledgement showing a receiving party that it was received by my Bank, so my bank having never received anything has no ability to trace or track anything. Chase is not showing or confirming any cleared check if that is how it was sent. And so there is not confirmation of anything but Chase deducting the funds from my client and no audit trail beyond that.
Company Response:
State: NY
Zip: 10039
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Someone used my identity to try and gain an auto loan at XXXX company 's on XX/XX/23 only XXXX company has been good about removing the inquiry from my credit report. The other have either given me a hard time ( XXXX XXXX ) or they have tried to help but not sure whats going on now.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Thursday, XX/XX/XXXX, my fianc and I went to a Chase Bank location in XXXX, WA to deposit a check issued to him from XXXX XXXX and endorsed over to me for the amount of {$27000.00}. After around 2 weeks, Chase froze all of the funds in my checking account including the above check and is currently in the process of closing my account as they believe the check is fraudulent. After speaking to Chase on 3 separate occasions on XX/XX/XXXX and XX/XX/XXXX, the only way they will release the funds to me or back to my fianc is by calling a verified phone number. When they run his phone number in their system, it does not verify. They also refuse to release the funds to him or me in person with government issued IDs as well. We have also called XXXX XXXX to see if they can claw the funds back, but are unable to as Chase has now froze them. We need this money as soon as possible and the other money that was in my account to pay for my education and Chase is making this impossible. Please help!
Company Response:
State: WA
Zip: 98144
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Dear Chase Card Services, I am writing this letter to express my deep disappointment and upset regarding the way my situation has been handled by your organization. As a long-standing customer who has faithfully maintained an account with Chase since XX/XX/XXXX, I expected to receive better treatment when faced with an unforeseen circumstance. On XX/XX/XXXX, I was unfortunately diagnosed with XXXX, which resulted in a XXXX XXXX that rendered me unable to work and significantly impacted my financial stability. Given the circumstances, I reached out to Chase to communicate my situation and seek assistance in managing my account. However, I was met with actions that have left me deeply disheartened. Despite having maintained a stellar payment record over the course of nine years, it was demoralizing to experience how swiftly my account was closed, further exacerbating the challenges I was already facing. Additionally, the subsequent reporting of the account closure to my credit bureau has further damaged my chances of achieving any financial redemption. In an effort to rectify the situation and fulfill my responsibility, I promptly contacted Chase to discuss my XXXX hardship and arrange for a payment. I was relieved when a representative assisted me in enrolling in a hardship program, assuring me that it would not result in any further damage to my credit and would correct the status of the previous months. It is important to note that I did not request the reopening of the account ; my intention was solely to fulfill my obligations by settling the debt owed. Subsequently, I diligently fulfilled the requirements of the hardship program, making payments to catch up on the past due balance. I adhered to the agreed-upon payment schedule, with the payments being automatically withdrawn from my account as arranged. However, to my dismay, I have recently discovered that my credit report now reflects multiple delinquencies and an incorrect past due balance. The impact of these damaging entries can not be overstated, and it is disheartening to realize that Chase has chosen to kick someone when they are already down. As someone who had dedicated XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I can not adequately express the devastation I felt at being treated in such a callous manner during a time of personal vulnerability. I wish to emphasize that I followed the steps as instructed by Chase. I promptly communicated my hardship, fulfilled my financial obligations, and placed my trust in your organization to handle the situation fairly and responsibly. I had reason to believe that the monthly payment would persistently be deducted from my account, just as it had consistently occurred throughout my history, including the two most recent payments. Regrettably, my expectations were not met, and I find myself deeply let down by the actions taken by Chase.
Company Response:
State: FL
Zip: 33016
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: A fake email from XXXX was sent to me saying I need to authorize in order to receive the money. Instead of receiving the money and selling the tickets I was scammed and taken {$300.00} from me. Chase bank did say it was a scam but they were not able to give me my money back. That person is out there scamming people and taking so much money. He cant get away with it.
Company Response:
State: MI
Zip: 48036
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A