Date Received: 2023-12-29
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: In XX/XX/, I realized my wallet, containing my driver 's license, had been stolen. Initially, I thought I had just misplaced it, but this oversight soon spiraled into a significant ordeal. By XX/XX/XXXX, after returning from a trip, I discovered that my account with XXXX XXXX XXXXXXXX XXXX was frozen due to fraud detected at the end of XXXX. In a bid for safety, I transferred my funds to a Chase Bank branch in XXXX. The same day at the branch, I was informed of a {$4000.00} withdrawal that I had not authorized. The situation quickly escalated. On XX/XX/XXXX, I learned of another {$4000.00} fraudulent withdrawal from my account. Alarmed, I immediately contacted Chase 's fraud department and continued to do so daily as the attack unfolded. This was needlessly difficult and rarely helpful. I also filed a police report to document the incident. Despite my prompt actions, the fraud persisted. I appeared in person at a branch where an agent advised me to open a new account and move money there, as it might dissuade the thief. I moved {$40000.00} into the new Personal account, trusting the advice of a Chase representative. Previously, I had filed a complaint with the XXXX ( XXXX XXXX ) which was referred to the CFPB regarding fraudulent transactions in my business account. Chase then acknowledged the fraud in my business account and reimbursed me the {$12000.00}. However, despite the evidence and the other fraud taking place at the same time, mirroring the method used in the previously acknowledged fraud, Chase bank has reviewed it and doesn't believe my story. The response from Chase was dishearteningly inconsistent. Despite my immediate and continuous reporting, the fraudulent activities continued unabated. Now, I am facing collections for the {$5000.00} fraudulently withdrawn, a charge incorrectly attributed to me due to Chase 's mishandling of the situation. They've told me this is their final decision, and I feel helpless. I am hoping for the CFPB 's intervention to find resolution. I seek your assistance in addressing the ongoing issues with Chase Bank, particularly the mishandling of my fraud claim in my personal account, the incorrect collections action, and the inconsistency in acknowledging the legitimacy of similar fraudulent transactions. My desired outcome is a thorough investigation, reimbursement for my losses, and rectification of the collections issue.
Company Response:
State: CA
Zip: 90026
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: 2023-12-29
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I opened a new credit card with Chase mid XXXX this year, for a trip I was taking. The card did not arrive in time to use it, so I used an existing card I had instead. When I arrived back home about a week later, the card had arrived in the mail. Inside the packet included instructions for activating my card etc. I opted to wait to activate the card until my next upcoming trip. I tried to activate my card on XXXX XXXX XXXX by calling the number I had received with the card and instructions that read " To activate your card, visit or call ''. When calling didn't work, I visited " chase.com/verify card ''. There, I was able to see my existing credit card account with Chase, as well as my new credit card account which I was trying to activate, but that account said it had been closed. I called the customer service number on the back of my card and was told that I had failed to pay the annual fee when my card was activated at the end of XXXX. I told them that wasn't possible, because I had never activated it, and they told me they " automatically activated the card upon delivery ''. I asked them why they never called me to pay the annual charge or to alert me before they closed my account. They informed me that is not their policy. I asked them how they can expect people to know that they automatically activated their customers ' cards, if the introductory instructions provided to their customers state and instruct self-activation. I informed them that I never received another piece of mail from them after I had received the card. They said they have no control over the US postal service. I asked to speak to a manager for better explanation, because I was/am concerned how this will impact my credit rating. I was placed on hold and was connected with a manager who told me that I should have received statements for XXXX, XXXX and XXXX, and that they likely went to spam in my email. While we were on the phone, I searched my spam account and found a statement had been sent XXXX XXXX XXXX ( the same day my credit card account had been closed. ) I asked the manager why no one ever called me to inform me that my credit card had been automatically activated, and how I was supposed to know to keep an eye out for monthly statements if I didn't know I had a card activated. I told her I was concerned that a {$11000.00} credit card account being closed without my knowledge would negatively impact my credit score. She agreed that it could and suggested that I reach out to the various credit reporting agencies to see if it shows up in a month or so on my account and then file complaints with each of them and eventually request to have the closed account removed from each. I told her that's an awful lot of work Chase is expecting me to do for something I had no knowledge or part in. I told her that I would have gladly paid the annual fee, had I known the account was active. I requested to pay the entire balance if they would reopen the account and reverse the action they had taken. She agreed it would be a lot of work for me and apologized and said she couldn't help me. After we hung up, I looked further into the credit card account, and learned that the company had charged the annual membership fee directly to my card in the amount of {$95.00} on XXXX XXXX XXXX ( a week after I received the card in the mail ) which triggered the online statements to begin- what they considered " card activation ''. A XXXX XXXX XXXX statement reflected a {$2.00} fee ; XX/XX/2023, a {$29.00} late fee ; XX/XX/2023, a {$2.00} fee, and account closure. All fees have since been reversed and the account shows a XXXX balance. I would like to know if it is legal to automatically activate a customer 's card without their knowledge and to charge annual membership fees before a card is activated by a customer. Especially alarming to me was that all of this was conducted without requiring a phone call or other form of contact ( mail ) to ensure best practices are conducted for their existing customers.
Company Response:
State: HI
Zip: 96793
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: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2023, I received a call from Chase Bank, calling to confirm if I had submitted a new credit card application. I informed them that I had not, the lady on the phone was very nice and stated that they would send a report to the credit bureaus to erase the hard-inquiry. On XX/XX/2023, I received an email from Chase congratulating me on my new credit card. I immediately called Chase and informed them that this was a continuation of the identity theft, and that this was not me. They immediately closed the account, and again, stated that they would have the hard inquiry pulled from my credit report. I check my credit report on XX/XX/2023 on XXXX, and they still have these hard on my credit report. The other credit bureaus, do not have this hard inquiry on my credit report.
Company Response:
State: FL
Zip: 33028
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: My daughter sent me a referral to sign up for Chase Bank there was a sign up bonus for {$100.00} all I had to do was open up a checking account and do XXXX debit transactions and when my daughter signed me up she received the money for signing me up and she also received the money for opening the checking account I never received the bonus when I opened the account I showed them the paper or the referral with the coupon code and the terms of it and they told me that it was not right but I had in black and white clear term saying that if I sign up through this referral I will receive a hundred bucks and my referee would also receive cash they told me I had to set up direct deposit when the statement clearly says 10 debit transactions I did it in the right time frame I did everything right and they refuse to give it to me and this was my first opened it months ago I want my bonus and I feel I should be compensated for having to wait so long and being called a liar I feel I basically had my patience provoked and my intelligence questioned.
Company Response:
State: FL
Zip: 32257
Submitted Via: Web
Date Sent: 2024-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: I had Chase checking account for more than 10 years. That Chase checking have military benefit. After married, I added my wife name on that account. On XX/XX/2022, I checked my email and received an email, which show me that a bank wire is processed, {$10000.00}. I see a problem and I call Chase bank customer service right away. After a few time transferring calls, I talked to a person in Chase wire fraud department. They said they would take care of it, and they will mail me some paper to sign and send it back to them. After a few days, I received a mail from them, I signed and mailed it back as they requested. After a few days, I called them back, a person said the same thing, I explained that I mailed papers they requested and they told me to wait for 3 weeks to process. After three weeks, I called them back and another staff told me that case is closed because they have to wait for document which I have to signed and send it back to them via mail. I explained last few phone calls with their department, and that person helped to check to see if they receive it or not. They found the documents and told me to wait for processing in 3 weeks. After three weeks, I called them back and one staff answered and told me that the case is closed because they haven't received document which I supposed to signed and mailed to them. I explained all over again and they went and check to find that documents. One more time they told me to wait for 3 weeks. I knew that they don't work as what they supposed to do, I called them back in a week to check the progress, they told me that it in under review and investigation. That was good, and I called them back after a week later, they told me that the claim is deny and they said they mail me a letter. I haven't received any letter from them and asked reason for a denial, they said that is authorized transactions and they get a code from my wife 's phone. I requested them to reinvestigation, because I and my wife didn't know about that transaction. And my wife was sure that she didn't touch that bank account or gave a code. Chase staff asked if I can provide any support document for them to do investigation. I told them that I checked my email, saw money sent out of my bank account, I called them to stop and process investigation right after it. What kind of support evident I should have to provide to them. They said whatever work, and I don't know and don't have any thing to provide. Because they said that bank wire get a code from my wife 's phone number, I told them that my wife can call and talk with them, and provide whatever they need to solve the issue. But they denied and said it wouldn't help. After two weeks, I called them back. ( Every time I call, I get transfer a few time before reaching to them, because their staff transfer to wrong departments, transfer back and forward ). They told me that claimed is closed and denied, I asked more info, they told me that transaction is authorized, and they got a code from my wife 's phone, with a note in wire transfer XXXX '. I keep requested them to send me all info they investigate, but they said it is internal, and they will mail me a letter. That letter only say that the claim is denied, that's all. I requested them to do more investigate because it is not right. One more time, my wife and I didn't process that transaction, and we don't know about it, that is a wire transfer, and we don't know any support evident to show to Chase. They said in their system, they have a note 'investigate multiple times ', and they don't work on the claim any more. The conversation is long, and I have to hung up. I also work in financial environment, I keep my voice professional because I don't want to ruin someone's career. I called them back after 2 days to hope to talk to another staff and find a solution. This time a staff told me it is denial, no more work needed for this claim, they refused to do anything for it. I asked if a police report or anything I can do to help the claim and myself. But they said nothing they can do. I asked them that 'if you wake up, go to work, check your email, and you see your money transfer out of your account, what can you do, you called the bank and ask for help right? ', the staff doesn't wan na hear it and just wan na tell me that they can't do anything with it. We go to a police station to file a report, we have to wait a few weeks for a report. And I received a denial letter from Chase, I visited a Chase branch to help fax document to Chase fraud department, they printed out previous bank statement for me and told me the branch couldn't help, I have to work with fraud department. I recently visited another Chase branch and talked to the manager, she told me that she couldn't help because it is more than six months. I researched and file Internet Crime Complaint IC3, I haven't got any response. I found some posts from social media regarding wire fraud and decide to report with CFPB, please help the claim and to refund my lost. I would write more to find a solution for this Chase fraud wire, to whoever can read my email, such as CEO, XXXX XXXX- respectfully. Personal feeling : disappointed and untrusted bank system, unfortunately I have to deal with banking everyday.
Company Response:
State: CA
Zip: 92703
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 lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: The man " XXXX '' took {$2000.00} recurring weekly via XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I didn't notice until a couple months later as I was graduating from college and preparing to move home. When I saw it I filed a claim as soon as possible with Chase Bank. I don't even know this man and so I tried to track him down, but apparently he moved to XXXX to evade a warrant for arrest for a DUI! He is a horrible person and the bank wouldn't reverse the payments to give my money back because it is on XXXX. I am homeless and angry since I graduated and don't know what else I'm supposed to do. I hate this system!
Company Response:
State: CA
Zip: 91405
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 lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Chase dispute department refunded my account XXXX dollars from a auto insurance company that took it out of my account then they reversed the refund saying that I authorize the transaction which I explained that the certainly auto insurance company only does insurance payments through your bank account only I open a policy in XXXX but the policy got cancelled bye someone that got into my account and the employee at the insurance company didn't ask the security question I provided so they cancelled my policy the only way to contact the company is through text messages or email only. They with not reinstate policy after telling them it was not me who cancelled they took XXXX dollars from my account which I sent them a email saying that I didn't not authorize no money to be withdrawn from my account and they don't have permission I contacted Chase Bank and told them and filed a claim which the refunded but then reversed it saying it was authorized try several times that yes it was authorized when I started my policy but I also sent a email to chase under the claim upload documents that said that certainly auto insurance company does not have authorization to take out any money. Chase reverse the claim for the second time after sending the email about not having permission I have try to talk to dispute department but they are not understanding or not listening I live on a fixed XXXX income and every bit of my money goes to pay bills now with the money they again took out I'm not going to be able to pay one of my bills they keep saying it was authorized but no the XXXX was not authorized only the down payment of XXXX in XX/XX/XXXX was authorized then my account got hacked and my policy got cancelled because the person on the text messages did not ask for the security question and just cancelled my policy when I went to open a new policy they charge me XXXX which included the XXXX dollars and the down payment I sent all the information to chase but they still keep saying I authorized it not listening that only the down payment on XX/XX/XXXX was authorized
Company Response:
State: AZ
Zip: 85029
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 lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My account is XXXX XXXX from a car I had over 15 years ago with chase bank I had no knowledge or warning of this matter chase didnt let me know this was even possible
Company Response:
State: IL
Zip: 60628
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went to Chase bank and deposited two checks via the atm machine that was inside the bank. The atm machine made strange noises and then a message appeared on the screen that one of my checks couldnt be read, however the machine did not return my check. Then a message appears on the screen that theres a problem and I should call the number on the receipt that will print out. The receipt printed with a number to call. I immediately went to the bank teller to report what occurred and was told theres nothing they could do and to call the number on the receipt. I was distraught because I deposited two checks, only one was imaged and no money was deposited in my account. My checks were stuck in the atm machine inside the bank yet the bank was being very nonchalant and unhelpful. I called the number on the receipt and a claim was opened for me but I still was not able to access my funds. I was on my lunch break and I didnt want to leave without my checks. I was told it could take months for an investigation and no one could open the atm to retrieve my checks. The phone representative hung up in my face after I asked to speak with a manager. I called back again and this time the representative said they were unable to credit my funds because the atm only imaged one of the checks. The atm imaged the insurance check for {$290.00} but not my XXXX check for {$4300.00}! The bank should not be allowed to take my money at no fault of my own, and not be accountable for faulty atm machines! My livelihood was disrupted! XXXX XXXX out and XXXX. This ordeal is very upsetting and I feel like I was robbed by chase bank!
Company Response:
State: CA
Zip: 917XX
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 purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: XX/XX/XXXX I took my truck in to be diagnosed due to low power and a roaring noise. Dealer indicated that it could be transmission and best bet would be have a transmission shop look. Took truck to XXXX XXXX XXXX and gave them same info. Told them i had no apparent issues with transmission ( truck shift smooth, didn't rumble etc. ) but that dealer said they could better diagnose if it was transmission or not. Transmission shop advised that i had a bearings issue and recommended a replacement as the bearing were causing the noise and low power. They quoted {$4500.00} and they replaced the transmission ( rebuilt one ). When i picked up the truck the technician said it wasn't actually the bearings and the transmission wasn't bad. They reused the bearings that were supposedly causing the noise and issue. They took me to the back to show me parts. While there were parts everywhere, there is no way for me to know what came out of my truck vs another. No parts shown actually looked damaged. On a side note, they quoted {$4500.00} and it ended up costing {$5000.00}. When i asked they said that was before tax and that total before tax came to XXXX. Either way they didn't make that clear. On XX/XX/XXXX upon picking the truck up, Immediately upon driving home still had the same noise and now actually had issues with shifting. Took it back XX/XX/XXXX. They had it until XXXX and were not able to fix the noise i had brought it in for. on XXXX took to dealer again. Advised them same noise and they pinpointed to A/C compressor. I paid an additional {$1100.00} to the dealer to fix the ac compressor and that fixed the issue. I never needed a transmission and a new transmission did not fix the issue. I disputed to Chase as my credit card company. The charge was upheld. In the letter from the XXXX Company there were several factors that they stated which were not true. The merchant advised i was happy and while i expressed appreciation upon picking it up that was before i realized the issue wasn't fixed and that i just paid XXXX XXXXXXXX for a transmission i didn't need. I gave them a chance to fix the issue but they could not. When i asked about having to now pay more to have someone else fix the issue they said i got what i paid for with them and that they would not refund anything. I disputed this with Chase due to the fact that the merchant did not fix the issue i brought it in for, sold me a service i never needed and then i had to pay someone else more money to fix the issue. I presented all this to Chase in XX/XX/XXXX. After 3 months i thought the issue was resolved and then around month 4 the charge was put back on my card and they informed me they upheld the charge. There was zero communication in the process. The facts are that the merchant was wrong in their diagnosis of my bearings being bad and presented an issue in bad faith that would make me agree to replace a part i didn't need to replace at all. Then reused the bearings that were supposedly bad, never fixed the issue presented by me the customer, lied on their letter back to chase indicating that there were clogged debris ( even after stating that transmission fluid was new/clean ). I ended up paying an addition {$1100.00} to have the actual issue fixed. So in turn i paid {$5000.00} for a service i didn't need and that didn't fix anything.
Company Response:
State: FL
Zip: 32003
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A