Date Received: 2023-05-19
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I have travel insurance through my Chase Sapphire Reserve credit card. This insurance is offered by XXXX. My mother and I had a trip planned from XXXX to XXXX, but had to cancel due to her falling acutely ill. I submitted a claim on XX/XX/2023 for reimbursement of our covered costs ( flight, and hotel ), per their policy, including all requested documentation. I provided this documentation directly on their site, as well as via email to be sure. After not hearing back from them, I contacted them. They claimed I had not submitted a physicians statement or monthly billing statement document the charges, both of which I had done. I resubmitted this documentation on XX/XX/2023. On XX/XX/XXXX, they again requested my monthly billing statement, which I had now submitted to them three times. On XX/XX/XXXX, I was told that I was missing the monthly billing statement, relationship to traveler, physicians statement. After reviewing again, the agent told me that she had found the billing statement, but couldnt find the physicians statement and relationship. I asked to speak with a supervisor who told me that they had all documents but was missing diagnosis. I explained that would be a HIPPA violation. Supervisor requested proof of reimbursements in the form of monthly billing statement. I provided this. The supervisor told me that they were going to proceed to " final processing '' of my claim, and from what he could see, the documentation was in order. On XX/XX/XXXX, I received an email, with a copy of their physician 's statement document that they requested me to fill out. After explaining that the documentation I had provided should suffice, the examiner told me they would not proceed until they had this specific form filled out. Nowhere on their site, or Chase 's site does it cite this specific documentation as necessary, or the information they are saying they must have ( diagnosis and date of onset ). It seems as if the insurance agency is clearly drawing out the claim in the hopes that I abandon it.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was checking my account and noticed a charge on XX/XX/XXXX in the amount of {$440.00} from a debit card I dd not recognize and from Florida. I called to dispute the charge only to find out that it was made by a card assigned to my ex wife, who was removed from my account on XX/XX/XXXX. While they filed a claim to have the funds back into my account, no one can tell me : 1. How a card assigned to her was able to access my funds given that she was removed from my account? 2. How she could get a card with access to my funds given that she was not an authorized user on my account? 3. No one could assure me that this would not happen again. 4. Chase is now denying my claim to have the fraudulent withdrawal of funds added back to my account I have contacted Chase Customer service who denied the claim and the Executive Office who have been non respondent after initially acknowledging receipt of my complaint.
Company Response:
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Chase bank has denied a claim for fraud on services not rendered. For a claim that is {$1200.00}. I didnt receive the services and they dont care because the company had my account info. They were paid so of course they do but the didnt actually do the services. I am hoping to get the reversed before they come out of my account on XX/XX/26.
Company Response:
State: CA
Zip: 95610
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Good Morning, I am writing this express my displeasure with the experience I had with Chase Bank on Wednesday XX/XX/XXXX. I had recently filed my XXXX tax return through XXXX XXXX and I made a human error of putting in the wrong checking account number ( the 4th number was off by one digit and should have been a XXXX instead of a XXXX ). I didn't realize this until XX/XX/XXXX, but a week prior I had called to speak to a customer service representative at Chase to check on my refund and they had told me it has not been received. As per the IRS.gov refund tracker, it stated that the amount of {$3700.00} should have been deposited into my account via Direct Deposit as of XX/XX/XXXX. There was also a payment for the amount of {$900.00} that should have been deposited as of XX/XX/XXXX, as per the NYS.gov refund tracker. The initial customer service representative told me to wait 21 days to see if the payment will be received. After waiting for a few days, I took the initiative to make sure everything was correct with the checking account number. I then realized the error and called Chase immediately to have the situation rectified. In my first call on Tuesday, XX/XX/XXXX, I was told that there is nothing they can do to have the payment rerouted and that I have to call the sender to have them retract the payment. I was told that the payment was already applied to another customer 's live account, which means Chase Bank did not verify the identity/name of the receiver for Federal and State Tax Refund. Even with human error, I believe this is a security concern for the best interest of the bank and its customers that needs to be addressed along with all of the information I am about to give you. I called the sender XXXX XXXX, which is a service used by XXXX XXXX to send payments for tax refunds. They stated that their bank ( XXXX XXXX XXXX ) can not retract payments unless Chase Bank cancels the payment and the customer then provides them with a trace # to track the rejected Direct Deposit. On XX/XX/XXXX at XXXX I called Chase and got another representative in the claims department who told me that the payment was rejected on XX/XX/XXXX, XXXX and gave me 7 digit claims number after I asked for a trace # for the alleged canceled direct deposit of the funds. After calling back to the XXXX XXXX, they told me this was supposed to be a 15 digit trace number so I then called back Chase at XXXX and got a claims specialist who told me that these funds were again deposited into the wrong customer 's live and active account without them verifying the identity. After being bounced back and forth between two entities that could not resolve my issue I began to get frustrated so I called again at XXXX, and asked to speak to a manager. I did not appreciate the lack of accountability that XXXX of the top banks and companies in the world had in regards to allowing my funds reach someone else 's account. The manager had even used words like " assuming that you're telling the truth '' after I was lied to by one of the representatives by them stating that these funds were rejected and returned. As if I wanted to spend my actual birthday trying to resolve an issue that could have been avoided by me and also a bank I've been banking with for close to 10 years. The manager reiterated that the funds can not be retrieved once they are in the possession of another customer, which I find to be a flawed policy which needs to be review. This is basically giving a customer who is not entitled to use my funds, entitlement to use funds that DO NOT belong to them. I had asked the manager to provide information or an employee ID for the employee that I could have reprimanded, and I totally understand why that information may or should not be given out. I do not appreciate the tone and the lack of initiative that I experienced by someone in the managerial position of a XXXX XXXX company. It would have been appreciated to have been pointed to the direction within this 40 minute call instead being told " I'm upset because I'm hearing what I want to hear '' or " I don't know what to tell you, there is nothing we can do for you. '' I asked him if it is in good business practice to have reps lying to the customer and he just gave me a corporate address to write a complaint. I was also hung up on by this same manager who took the call. After reaching out the IRS as my last resort and calling the bank one last time XXXX to see if they can have these funds returned to the IRS XXXX a claims specialist told me at this point I just have to go to the IRS with no further resolve or restitution. Needless to say, this was the WORST experience I ever had with Chase Bank because this is something that should never happen regardless of human error. With all of the identity and scams going on in today 's times there is no way there should be a lack of security, especially when it comes verifying or matching names and account numbers for a tax refund being deposited into a bank account. Whatever extra steps have to be taken in order to avoid these issues should be taken to avoid something like this in the future. The bank should always be the last SAFETY net when it comes the electronic transfer of funds.
Company Response:
State: CT
Zip: 06840
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I called on chase bank on XX/XX/XXXX to report fraud via someone using the XXXX app to siphon XXXX ( XXXX charge of XXXX and another of XXXX ) dollars out of my savings and checking accounts. I filed a claim with chase and after 2 days of investigation, chase decided that I authorized these transactions and that I received emails and texts about these transfers ; both of which never happened. I then grew very distressed and discouraged and implored to chase that I hadnt done any of this and what to do from this point on. They proceeded to tell me that I must prove that I never made a XXXX account via faxing documentation ( like Id have that in the first place ). I called XXXX customer service, and by the grace of XXXX, was able to get a representative that explained to a chase claims representative that I never made a XXXX account and also that someone elses name was under the account with my banking info. If this wasnt enough proof then there wouldnt be. I opened a second claim for the same theft but what I had to do to get my money that chase lost was very sickening to say the least. Chase banks needs to be investigated promptly as I believe their own staff is stealing from clients. Also, I believe you do this by way of XXXX transfers which I had to look up.
Company Response:
State: CA
Zip: 95630
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I reviewed my Consumer Reports and noticed that I had two late payments on an account that I was never late for. Consumer Reporting Agencies have assumed a vital role and have a responsibility to report Consumer information to the best of their ability with Maximum Accuracy. I have never been late on payments for the account : ( Enter Account Name ) : ( Enter Account Number ) Please investigate and provide Proof with statements showing that these payments were late. If proof can't be provided I demand these payments be updated to on time as they should be as I was NEVER Late. Thanks, XXXX XXXX! Update the account to Paid on time and never late. Or remove it from my consumer report.
Company Response:
State: IL
Zip: 60074
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Three of my personal accounts, three of my credit cards, three of my business checking accounts, overall 10 of my accounts have been closed by chase with no reason given. They have also locked my online account and do not allow me to access my funds.
Company Response:
State: CA
Zip: 91356
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Back in late 2019 I filed this complaint with CFPB : Claim # XXXX " On XX/XX/2019, a charge was made at XXXX XXXX XXXX in XXXX XXXX XXXX Florida XXXX for an amount of XXXX US . The transaction was not approved by me and the method used was chip and pin. My car was not stolen from me and was in my possession when the charge was made. When I checked my statements about a week later and saw the charge I instantly contacted chase bank, to let them know that the charge was fraudulent and submitted a claim for that charge. Initially, my claim was approved but after further internal investigation they denied the claim saying that the charge was made via chip and pin thus it had to be me. Since It was not me, I went ahead and filed a police report for this charge to get my money back as advised by one of chase claims experts. Upon submitting the police report, the department investigated the charge and would confirm to me that the charge was not made by me. This is actually when the horror began. I called up chase to tell them about the updates and submit the police report. I was harassed for 3 days by 5 different 'experts ' who would each tell me different things and told me there was nothing chase could do about it since the claim had already been internally investigated and shut down. They said they can not accept a police report as a proof. Finally after returning to the police department where CSO XXXX XXXX spent hours trying to help me on call with chase, they gave us a special police line number. When we called on that, we were told that the police report would be accepted as a form of proof. About a week after submitting the police report, I called up for a follow up and the chase expert told me that the claim had been denied again as they can not accept the police report as proof that the charge was not made nor approved by me. She used the words 'sorry sir, we have run out of ideas, you should just move on with it as the transaction was made by you. ' Ive spent XXXX hours trying to talk to someone at chase and its truly dumbfounded me that they can not accept a police report as a proof and keep asking me to go to XXXX to dispute the charge with the merchant. The merchant tells me they can not do anything about it and I should dispute it with me card issuer, the card issuer tells me they can not accept the police report and I should go to the merchant. I've been stuck in this loop for a long time and that XXXX $ was essential for me to pay rent and without that I've had to resort to borrowing money for daily tasks. '' Chase bank responded saying that the transaction was authorized since it was made with a chip and pin transaction in a zip code I regularly shop at, and that it is impossible to steal info or clone a chip card. Since then, multiple articles have shown how scammers can steal chip data, put it on a magnetic strip card and bypass the chip and pin protection. I did not buy anything from XXXX on that day, and certainly not for that high of an amount. The police confirmed that it was someone else and not me who made the transaction, but chase bank would not accept the police report as proof of theft and maintain that the chip and pin transaction make it authorized. I'm asking CFPB to please help me in getting my funds back. https : XXXX # : ~ : XXXX % XXXX % XXXX % XXXX % XXXX, to % XXXX % XXXX % XXXX % XXXX. A link showing that chip and pin can be cloned. Please help me. I've attached the police reports again too.
Company Response:
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went into chase to put my insurance check into save keeping while renovations are happening. Chase took the check with my name and mortgage company name and put into account. I got a letter mailed to my house that I am not even living at due to the reconstruction from chase saying that the check put in account for save keeping looked fraudulent and I needed to call to clear up, no phone call or anything. Thinking everything was good because it was in account and nothing was said we have bought stuff for the house. No my joint account for mortgage to pay my house off is being closed. The teller should have never allowed the transaction and chase is not being very helpful through this stressful terrible time. Now I have no way of paying and have to wait extra weeks to pay the team. Super unprofessional. I called and ask for multiple house how I can fix it and they told me they just need them to say yes and that my account will be back to normal. That is no longer the case and it is closed indefinitely. All the pain, stress and suffer is not what should be happening to make sure I dont lose my money.
Company Response:
State: CA
Zip: 92115
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Other service problem
Subissue:
Consumer Complaint: Asked Chase to fill out a XXXX form from the treasury, They closed my bank account. Then when I fought against it they said : The Deposit Account Agreement ( DAA ) allows us to close an account other than a CD at any time, for any reason or no reason, and without prior notice. What I say that is : # 1 Please return me my WET ink contract with you # 2 I have never heard of DDA? first I've ever hear of, I'm sure its some inhouse Chase talk, because I know nothing about it. # 3. I enter a complaint on XX/XX/23 issue they respond with a XX/XX/23 response ( not relevant to this particular case DO NOT mix the two ) # 4. We will Clearly stay on the XX/XX/23, when you closed my account for asking for a medallion stamp? # 5. Now either you are misrepresenting yourself as a security transferring agent or the Treasury is? # 6. we already know Chase is representing itself as a FDIC when it is clear Non FDIC insured. # 7. These people are so inhumane. I have not spoken to a human person about this matter yet. # 8. Who does it help to treat customers in a mean an inhumane manner?
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A