Date Received: 2023-12-28
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 rented a car for XXXX day from XXXXXXXX XXXX XXXX company in XX/XX/202. They charged me for XXXX days although I returned the car within the allotted time and have a photo that proves it. I disputed that amount. Chase denied my claim in a XXXX letter and reversed the charge-back saying that the services were received or available for use. I appealed. They denied the appeal on XXXX XXXX saying that the merchant had provided me with the services. When I called, they said too much time had elapsed and there was nothing they could do. However, they shouldnt have denied the XXXX dispute given that I had proof.
Company Response:
State: MD
Zip: 20886
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I opened a Chase Marriott XXXX card in XXXX, and be advised that for using {$1000.00} dollar for the first three-month purchase, I will be receiving XXXX bonus points. On XX/XX/2023 I fulfilled the terms and requirements and EARN the XXXX, posted in my Chase account. But then without my consent, Chase Automatically transferred my point to a UNKNOWN Marriott account " claimed '' to be me ( XXXX XXXX XXXX. In which the whole process I am not aware of nor permitted. Of course, I do not have access to this UNKNOWN account. Then on XX/XX/2023. I have contacted Chase to make sure my account is correctly linked to the correct Marriott account. My true Marriott account is XXXX. This process has been " concluded '' so-called finished by CHASE. For XXXX, XXXX, and XXXX, each time I contacted, Chase Agent always had only one response saying " The account is linked correctly, and the points will reflect in my XXXX Marriott account. But each time I checked and contacted Marriott, Marriott did not have my point, they claimed Chase had not transferred any points over. Now today, XX/XX/2023. About four to five months later, my Chase account is ZERO, my Marriott account is XXXX. My Earned XXXX points have disappeared on both ends. Both Chase and Marriott refuse to communicate on behalf is customers for their cobrand cards. Chase insists " Transfer completed to Marriott, but refuses to track the points, nor provide and information to customer, keep saying it transfer, nothing can do. '' Refuse to track with Marriott indeed received and post the point to a customer membership account. Failed to deliver reward system within a XXXX card controlled by Chase. Contacted Chase again on XX/XX/2023, during the phone call of one of the supervisors at around XXXX in the afternoon. The lady refused to provide additional help, saying she could not do anything because the point was transferred to Marriott. Claiming " What else want me to do for me, there is no other solution. '' After that, She did not care about the customer and just hung up and disconnected. For a Chase and Marriott XXXX XXXX, served and operated by Chase. Chase offers XXXX points for using {$1000.00}. After the customer earns the points, when the points disappear and customer can not track and use the point. Chase, the issuer, refused and unprofessionally left the customer out of the solution, which this action is causing me, a customer, serious damage in using the points and future trust with the bank reward system. I sincerely believe Chase 's act is a scam act of causes customers to lose points and earn rewards.
Company Response:
State: CA
Zip: 94121
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: At the beginning of 2023 I did not receive my monthly statement from Chase Freedom Credit Card. I called but was told to wait, that it was probably delayed in the post-XXXX backup at the Postal Service, etc. It still did not come. I complained again. Eventually I was given the balance information and we agreed that I would send payment right away AND that any fees or late charges would be reversed. I paid. My account was corrected. However, J P Morgan Chase still reported me as late on payment the month of XX/XX/2023. For all the years before - and - the time since - I was NEVER LATE. The bank refuses to delete the one month of late payment to credit reporting agencies. This is both very poor customer relations and is offensive to the public because the bank failed to mail me my statement. The problem was caused by J P Morgan Chase 's own operations, NOT BY ME! I voluntarily contact the bank multiple times, but it still did not send the statement. I ACTED IN GOOD FAITH by paying without a statement to verify charges. J P MORGAN CHASE BANK HAS ACTED IN BAD FAITH throughout.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Credit was ran twice XX/XX/2022
Company Response:
State: TX
Zip: 77099
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Regarding XXXX XXXX XXXX on mobile phone cancelled XX/XX/XXXX. Called and chat XXXX XXXX to canceled insurance on mobile phone. Dispute charge with chase on XX/XX/XXXX and reverse the charge after a month. I went to chase branch and have them talked to fraud department in XXXX? But never refunded. No response from chase. Went back to chase branch and banker called XXXX sevrify, request for refund. Nothing happen after 10 days or so. No refund of {$240.00} sonce first attemp on XX/XX/XXXX. In addition, i even changed my debit card number for security purpose because there XXXX un recognized charges and after i sent back old XXXX XXXX XXXX XXXX for an exchage with new XXXX XXXX XXXX XXXX charged me {$750.00} and Even after I changed my Debit card number due to fraud chages before, Chase paid my {$750.00}. I had to investigate and i had to present XXXX all the proof. Good thing i took all the pictures of mobile phone, tracking record and insurance. Finally i was able to get money back. However Chase allowed charges from XXXX and just paid even it is fraud transaction. XXXX should never charge {$750.00} and Chase paid even after i got reissued debit card with number changed due to fraud charges before. Chase has paid several times to fraud chages and some of them were difficult to get money back from chase. On the other had Chase has blocked my card for some occasions when it was legitimate charges. When they do that i had to call chase to correct. Mean time when they do with at hotel check in or making reservations and travaeling, it really causes a lot of problems. Money got short so i had to sell my stocks. I see that when chase has out sourse to like XXXX, XXXX? I often experience many problems. For example, lock out my online banking access and in order to unlock, i have to call chase and goes to XXXX etc. To unlock my online banking to access my checking account. Unless i unlock i am not able to access my JPMORGAN investments. I wish all thr XXXX banks would not out sourse outside of united states on XXXX customers. Personal information gets out to foreign country and it is not safe. I need to have Chase reverse the charge immediately or send me a check for {$240.00}. Asap by XXXX XXXX XXXX I do not want to hear any excusese from Chase. Note. Chase XXXX XXXX and bankers were very professional and courteous and tried hard to resolve this issues at XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. I strongly believe management issue that outsourcing to overseas for us customers.
Company Response:
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2023 {$2800.00} taken from debit card XX/XX/2023 {$2800.00} reversed back to account Chase took the money back on XX/XX/2023 {$2800.00}. My XXXX XXXX credit card was compromised but XXXX XXXX reversed the charges back to my account. Reported identity theft to police office and send the police report to Chase bank fraud. They denied the claim they say the transaction was authorized. Do not know how that was possible because I have never used it.
Company Response:
State: LA
Zip: 70458
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am writing to address a critical issue related to a wire transfer intended for my Chase bank account, which was erroneously redirected elsewhere. The transfer was intended to come from XXXX XXXX, who banks with XXXXXXXX XXXX On XX/XX/2023, XXXX XXXX initiated a wire transfer of {$20000.00} to my Chase bank account. Unfortunately, due to an error in the provided account number, the funds were not directed to me as the intended recipient. The error originated from the reversal of two digits in the account number used for the transfer. Key details of the erroneous transfer : Date of Transfer : XX/XX/ Amount Transferred : {$20000.00} Sender 's Information : XXXX XXXX, XXXXXXXX XXXX XXXX Account Number : XXXX Incorrect Account Number : XXXX ( I am not adding the entire account number but the only mistake was in the first two numbers being flipped by the bank teller ). Subsequently, XXXX XXXX received a letter from XXXXXXXX XXXX on XXXX XXXX XXXX which stated that the funds were transferred. However, it's crucial to note that the letter did not address or correct the account number error but instead informed XXXX XXXX that they havent received a response from Chase Bank. I am perplexed by the discrepancy in the handling of wire transfers versus checks with differing names. Chase bank accepted and deposited the transfer despite a discrepancy in names, whereas conventional banking practice restricts cashing checks with differing names. This inconsistency raises concerns about the handling of such transactions and the protocols followed by banking institutions. Moreover, I contacted Chase bank regarding the accidental recipient of the wire transfer. They informed me that the individual who mistakenly received the {$20000.00} has already spent the entirety of the funds. Chase mentioned they are working on the matter, but their inability to guarantee the recovery of such a significant amount is deeply troubling. As a financial institution, ensuring the accuracy and security of transactions is fundamental, and the inability to ensure the recovery of substantial funds is concerning and unsettling. As the intended recipient, this situation has caused considerable inconvenience and financial hardship. Despite efforts to rectify the error and clarify the correct account details, the funds have not been redirected to my Chase bank account. Over the phone Chase bank said that there is nothing they could do because it wasn't their fault and that they just " hope '' that the person who accidently received the transfer returns it but there isn't anything that they can do. I really need help.
Company Response:
State: NV
Zip: 895XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XX/XX/XXXX - I opened a business account with Chase Bank for my partner and I. They sent us each a card, which we activated and started using. They charged us the {$450.00} annual fee on the first statement, which we paid. We paid our card in full every month thereafter. XXXX, XXXX - while out of the country my partner and I tried to use the Chase credit cards and they were declined. I called Chase to learn that they can closed our account and deactivated both cards. They had apparently snail-mailed my partner while we were out of the country with a request for her to again verify her address at our joint home. They gave her a XXXX week deadline that expired while we were out of the country. So they closed our account and deactivated our cards. After spending XXXX hours on the phone with their representatives she uploaded the info they asked for while we were on this trip in hopes of having the cards reactivated. XXXX, XXXX - we returned from our trip, spent hours on the phone with Chase attempting to resolve this issue. We each uploaded proof of address in attempts of them re opening the account. We were told that we would get a call from the representative if they needed anything futher to re open the account. Nothing happened. XXXX, XXXX - I called and talked to a manager, so I was told. I told them that after wasting XXXX hours of my life trying to get this account reopened, I no longer want to do business with an organization that has no care for their clients, and asked for my {$450.00} annual fee back as I would no longer get to use the benefits of this card, which is the only reason I signed up for it in the first place. XX/XX/XXXX - I am just off the phone with another manager at Chase who is telling me that " they '' refused to refund the {$450.00}, and that she would fill out a petition for me. Any institution that will simply close the account of a client in good standing without calling, texting or emailing is clearly not in the business of building relationships. I have actual relationships with a few other financial institutions that would never disregard their clients experience like this. I not only want a {$450.00} refund for the annual fee that I paid to Chase but I want a written apology for the horrendous disregard of my experience with their bank practices.
Company Response:
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Hi, I have XXXX credit cards with this " ONLINE BANK. '' That specializes in " online banking ''. My wife is an authorized user and I am enrolled in paperless billing. After I was in an XXXX XXXX XXXX and in a XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, she complained that she had no clue how to pay our bills as I had been handling the bill payments up to that point. With paperless billing, there were no notifications and she couldn't make online payments or check statements. To make matters worse, my phone ( the XXXX factor authentication ) was destroyed in the accident. After I recovered she has periodically asked me to help her set up her own logins for various accounts so she could view statements, check for fraudulent charges and make payments if necessary. I have tried several times over the years that followed to set he up her own login credentials with our cards. For some reason I always started with chase, and give up after hours of research after discovering that Chase DOES NOT ALLOW THIS unless you are in a joint account. Even authorized users can not be granted access. I understand not giving autherized users this access by default, but not even being able to grant them that access is beyond absurd! Moreover, according to their website, there is no way to retroactively add a joint account user, even for a spouse. Again beyond absurd! Apparently they can accept a joint account holder at application, but not after the fact. This time I decided to call Chase and get this fixed once and for all. The first XXXX I talked too had the bright idea that he would help me " disable two-factor authentication '' on my account. Even suggesting that as a solution should get them a major XXXX XXXX dollar regulatory violation fine. If they are actually doing this, then it should be a XXXX XXXX dollar fine. To make matter 's worse his " supervisor '' whom I also talked to vigorously defended this absurd security violation, so this is clearly not an isolated incident. I even pointed out that sharing logins like this is a major security concern, that almost any institution strictly forbids, he then said they don't encourage the practice, despite him having just variously encouraging it. It was also suggested I add my wife as a joint account holder ( I actually had to make that suggestion, if it was a normal option, they should have opened with that, not the security violations ). They seemed ok with doing that, but they required to me to visit a physical branch location. The nearest branch is over an hour away several counties over. I said that wouldn't be possible, since the nearest branch is over an hour away ( XXXX hour round trip to do online banking???? ). Literally all they needed to do was provide me with even a paper form my wife and I could fill out and sign and possibly notarize and mail in. But apparently they can't do this online, over the phone or even by mail. I then objected on the grounds that it was an XXXX violation. I suffer from a XXXX XXXX XXXX after my XXXXt called XXXX XXXX XXXX XXXX, the same one that new XXXX documentary is about. Given that this was now an XXXX request for a routine banking procedure, adding a joint account holder, that they should have already had a process in place for, but it still required submitting an accessibility request that will take another one or two days to process because they need to look into the " feasibility '' of providing XXXX access for a routine banking form ( hello XXXXXXXX XXXX, ever heard of secure email or snail mail? ) This of course raises all sorts of concerns if they don't know how to provide a simple routine banking form to a customer via secure email ). So there are security violations for their lack of respect for two factor authentication. Their bank is falsely advertising themselves as a online bank, since they can't do basic routine online banking tasks like adding a joint account holder or providing authorized users online access. There is the a huge problem in their ability collect payments from customer 's who are in commas, because they refuse to granted authorized users access to online statements and bill pay. However, I am sure that is by design, after all they need to collect those late fees and interest payments on late payments. And while I know it is outside the CFPB 's jurisdiction, their XXXX compliance is lacking, as they should already have XXXX compliance in place for all routine banking procedures. It shouldn't require a feasibility study. Basic access is required to already be in place, by law.
Company Response:
State: TN
Zip: 37043
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I signed up for a southwest rapid rewards offer of XXXX points and 30 % off promotional code after spending XXXX in the first 3 months. After spending the amount in the first two months I expected my rewards to be posted. I was told they would take 6-8 weeks to post. I spent 6 months waiting for points to post that never did. On several calls to customer service I was told theyd show on my next statement. I did received XXXX points and was told that I was mistaken and that I had signed up for another offer. I did not appreciate how business done with CHASE southwest rapid rewards credit card. I am requesting FULL refund of my annual membership fee and CFPB awareness of FALSE advertising by CHASE XXXX rewards credit card offers.
Company Response:
State: AZ
Zip: 85541
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A