Date Received: 2023-06-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: After having been away from Chase Bank as a depository customer for several years due to bad service, incompetency and apparent corruption, I decided to take advantage of a new depository offer that promised a bonus if certain products and balance requirements were met. On Friday, XX/XX/XXXX I used my existing Chase online profile ( I had a current credit card account ) to open a checking and a savings account. Later that afternoon, I withdrew the entire balance of my cash savings from XXXX XXXX and went into my local Chase Bank in XXXXXXXX XXXX, CA to deposit it into my new savings account ; {$16000.00}. I told the teller that this money was coming from my savings account at XXXX XXXX and that I was depositing it to meet the balance requirements of the promotional offer I'd received. She stated that the majoring of the funds would be restricted for a few days while the money cleared. I stated that was not a problem. Upon exiting the branch, I decided to try to set up automated transfers between XXXX XXXXk and Chase Bank via the Chase app - this would allow me to move any remaining funds in my checking account without running around town with paper checks. The transfer " test debits and credits '' appeared to fail, so I abandoned the attempt and decided to simply deal with moving my money after the next pay period that ended on XX/XX/XXXX. The following week, I updated my paycheck information via my employer 's payroll site. I added my new Chase Checking account and made it my default deposit account for my paycheck. I was unaware during this entire time that Chase had flagged my new accounts for fraud. Apparently, my large deposit into the savings ( a balance amount that THEY required in order to qualify for the new account bonus ) in combination with the Chase app 's failure to link to my XXXX XXXX account triggered some sort of fraud scenario. I went out of town on Thursday, XX/XX/XXXX for an extended vacation for XXXX XXXX. On XX/XX/XXXX, Chase generated a generic, boiler-plate letter that was sent to me regarding the fraud scenario. This letter likely arrived on the morning of XX/XX/XXXX, but I was already away on vacation. This was the only direct communication from Chase suggesting that there was a problem with my accounts. On the night of Tuesday, XX/XX/XXXX, I checked my Chase app to see if my paycheck was deposited successfully. To my surprise, my checking account had disappeared from the app. On Wednesday morning, I called Chase to begin what was to be a 4 hour phone call where I was passed between no less than three departments and five different people. The last person I spoke with, who was in the Fraud Department, asked for information about the large savings deposit and about the micro-transactions related to the failed external account linking. This person, XXXX, then stated that he was submitting a request that my accounts not be closed. I advised XXXX that my paycheck was supposed to arrive today, Wednesday, and that I had monthly bills coming due on Saturday, XX/XX/XXXX. On Thursday, XX/XX/XXXX, I woke up and checked my Chase account immediately. Now, to my horror, I discovered that Chase had closed my Savings account as well - it was not present on the app or online banking. Now, I had no paycheck and no savings ; effectively I did not have money to pay my upcoming bills. Another three hours on the phone with Chase... I was eventually elevated to an " executive complaint department. '' They took my information and gave me a case number ( case # XXXX ). Still, no promise of a reversal of my account closure ; no promise to return my savings or capture my direct deposit. Early on Friday, XX/XX/XXXX, another representative ( XXXX ) called to state she was working on my case. I reiterated my complaint, the entire sequence, my emotional state of absolute disgust and anger, and that I needed to have this all corrected by XX/XX/XXXX in order to pay my bills. It should be noted that, in between attempting to resolve the problem with various customer service entities that constitute the sea of confusion that is Chase Bank, I also engaged local branch managers at both the XXXX XXXX XXXX branch in XXXX, CA and the XXXX XXXX branch in XXXXXXXX XXXX, CA. While both managers attempted to help, neither resolved the issue. It is now late night on Monday, XX/XX/XXXX. Still no corrections of any kind in the Chase system related to my account. This is unacceptable and seems to border on criminal. Please advise on next steps. I may be at risk of defaulting on some of my bills at this point. Thank you.
Company Response:
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2023 I cancelled a trip I had purchased through CHASE using my CHASE Sapphire credit card. The trip was 100 % refundable per the terms of CHASE. CHASE agents and supervisors have falsely stated on several occasions that I would get my money back in XXXX business days from the date of cancellation. The money has never arrived within the XXXX day time frame. The supervisor I spoke with yesterday ( XX/XX/2023 ) stated that he " had reviewed the documentation about my prior inquiries about the status of the refund '' and stated that " my ticket has never been returned '', which was " none of his fault '' and " other CHASE employees had been stating false information '', which was also " none of his fault ''. He also stated that now the refund will take a longer than anyone had ever stated before. He stated that he had no idea about where my refund was and when I would receive it, due to " lack of visibility '', therefore he bounced me off to a general customer service representative, who also did not solve my issue. CHASE has never refunded my money for a refundable trip within the time they had stated they would. Apparently, the agents at CHASE XXXX are not following internal guidelines or procedures during trip cancellations because the information they feed to customers are inconsistent with the outcome the customer has. The supervisors at CHASE XXXX are more focused on blaming everyone else than providing truthful and correct information and a solution. They explain the process incorrectly and set incorrect expectations. There is no transparency regarding the status of the refunds. The quality at CHASE is unfortunately no longer the same, their agents seem poorly trained and do not seem to be able to tend to the client 's needs beyond repeating some scripted sentences like " I understand your issue. Is there anything else I can do for you today? Thank you for choosing CHASE ''. Not enough. Experiences like this do not build or reinforce trust in the company. To those who'll listen at CHASE : Show respect to your clients rather than complete disregard to their time and needs, and do not retaliate or discriminate against your clients when they lodge a complaint. Make your internal procedures CLEAR and EASY TO FOLLOW to the agents who answer the calls. Train your agents to tell the truth and not feed incorrect information to clients. Train the supervisors to be accountable and to work with the client to find a solution that is acceptable to the client rather than pointing fingers and blaming everyone else. Currently, these employees convey a message that CHASE is a mess and is unprepared to handle simple requests such as " Cancel my trip and give my money back within the time frame you promise you will ''. The agents and supervisors need to tell the truth and not set false expectations. Right now they show absolutely no regard for the client 's time and needs. None of this is consistent with excellent customer service. This XXXX be the norm in some third-world financial culture, but I thought this would be unacceptable at CHASE in XXXX XXXX century.
Company Response:
State: MD
Zip: 21030
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/23 XXXX an unauthorized charge of {$0.00} was charged onto my card. I called Chase and was transferred around a few times and the representative assured me that all I needed to do was change my card number. I hope this won't happen again. I spent over an hour on the phone to get to the right department. This has been an ongoing issue with Chase. Out of all the banks I have worked with, their service line is by far the worst. And more often than not, I am transferred to oversea agents who can not understand my issue.
Company Response:
State: TX
Zip: 78258
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
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: This is my 2nd time filing a customer service issue related to Chase in the past month, I stated in the last one which is still technically open that this is unacceptable that Chase is treating me this way. Today I called in at XXXX XXXX EST to open a dispute about a past purchase and I was greeted with nothing but hostility, unprofessionalism, and your representatives giving me the silent treatment and unwillingness to help. The first rep was immediately combative to me and refused to help. When I asked for a supervisor transfer the rep had to make sure that she got the last word in which is EXTREMELY unprofessional! Then the 2nd rep in the end gave me the silent treatment like a disrespectful human. All I called in asking was to open a dispute against XXXX for a XXXX purchase for {$1100.00} as I'm well within their warranty period and they refuse to help me. Before she gave me the silent treatment she stated I should use the purchase protection which I opted to say that I had issues with given how unorganized they were with my last claim and I had to get Chase to intervene. I don't want the garbage product from XXXX and they're refusing to talk to me, my only recourse is through Chase for consumer protection.
Company Response:
State: TN
Zip: 37849
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I had a credit card with Chase Bank, and I called and asked for a payoff amount and paid off the balance immediately on the phone with the rep and requested that the account be closed. Rep confirmed to me that the payment went through, and the account is closed. A month later, i get a statement for amount due. Called the bank and they indicated that it was interest that was due on the last statement. Apparently the payoff balance did not include accrued interest thru the date of payoff. I should not be held responsible for them quoting me an incorrect payoff. I consider the payment to be full and final settlement of my balance. Any system inadequacies on the Bank 's part in arriving at a payoff quote should be their error and their problem.
Company Response:
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have five hard inquiries that I would like removed from my report that still seems to appear on my credit report that inquiries are : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX Jpmcb card, XX/XX/XXXX Jpmcb card, XX/XX/XXXX XXXX XXXX, XX/XX/XXXX Also I have misspelling in my name in my personal information settings, and misspelling in my address also along with additional wording on to my name or address areas of the information provided for me that are incorrect. Also I had a card that recently closed that I am unaware of why it closed, XXXX XXXX card which impact my credit report as well as far as my credit age. Also it seems to me that most institutions such as XXXX XXXX and XXXX XXXX have late updates as far as payment history and other reported updates and I've been having problems with my XXXX XXXXXXXX cards not being up to date with the payments as well so the reports are being updated pretty much late.
Company Response:
State: PA
Zip: 17111
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Credit Reporting Act, this creditor has violated my rights. Under 15 USC 1681 Sections 602 states I have the right to privacy. 15 USC 1681 Section 604a Section 2, it also states a consumer reporting agency can not furnish an account without my written instructions. Under 15 USC 1666b a creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose.
Company Response:
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Credit Reporting Act, this creditor has violated my rights. Under 15 USC 1681 Sections 602 states I have the right to privacy. 15 USC 1681 Section 604a Section 2, it also states a consumer reporting agency can not furnish an account without my written instructions. Under 15 USC 1666b a creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose.
Company Response:
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I paid Chase an amount of {$2500.00} to a wrong credit card account on XX/XX/XXXX. I wrote to them middle of XXXX to get my money back. Chase wrote me back after a month on XX/XX/XXXX stating they would mail me a check. They told me it took two weeks to get my money back. As of XX/XX/XX/XX/XXXXand many follow up calls they can not give me a straight answer as when I will get my {$2500.00} back. This has caused many problems. We told them we want to get refunded right away but they told me they would a month ago.
Company Response:
State: CA
Zip: 94087
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
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: My daughter had a tooth extraction but she didn't provide all the insurance information, so they charged her an extra {$140.00} for the extraction, I called the dentist next day and gave them the correct insurance information and they verified it and they told me they will refund me, but they didn't refund me, I called many times but they didn't refund me yet, they keep saying another week and another week. I called the credit card company Chase Business Ink Credit Card to dispute the charge, but they denied my request just over the phone even without doing any investigation, I wasn't happy with their response as they should have at least refund me back and they will deal with the dentist who will not deny the refund because he over charged me by error.
Company Response:
State: CA
Zip: 95127
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A