Date Received: 2023-05-16
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: Chase Sapphire credit card provides car rental insurance benefit for damages which is handled by XXXX XXXX. I had a XXXX euro damage charged when my rental car was damaged on XX/XX/2022. Despite following the required procedures and submitting all the necessary documentation, my claim, relating to damages sustained to a rental car has been in pending state since XX/XX/2022 without any resolution. Initially, my claim was outright denied, only to be re-instated after I lodged a complaint. However, even after reinstatement, the claim has been subjected to extensive delays and numerous requests for additional documentation. The most recent communication from XXXX demanded proof of the car 's return, specifically requesting " the final bill. '' Unfortunately, due to the damaged state of the vehicle, it was towed away, and I was unable to obtain the final sign-off documentation. In lieu of the final bill, I provided a comprehensive letter from the rental company, which clearly outlined the rental agreement bearing my name, detailed the extent of the damage, and confirmed that the necessary repairs had been carried out. Additionally, I furnished proof that the rental charges were charged to my Chase credit card, substantiating my eligibility for the insurance claim. Regrettably, my experiences thus far lead me to believe that XXXX and Chase are deliberately prolonging the resolution process by incessantly demanding further documentation, perhaps in the hope that I will eventually abandon my claim. This sentiment is further reinforced by the numerous similar complaints documented against XXXX, which can be found at the following sources : The Points Guy : XXXX : XXXX XXXX XXXX XXXX XXXX XXXX : XXXX Considering the evidence I have provided and the considerable delay in reaching a resolution, I kindly request your immediate attention to this matter. I insist on a thorough review of my claim and a prompt resolution in accordance with the terms and conditions outlined by Chase Sapphire 's car rental insurance benefit.
Company Response:
State: NY
Zip: 11217
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: As a result of my previous CFPB complaints ( XXXX and XXXX ), Chase Retirement services, provided me with a blank Traditional IRA Distribution Request by Beneficiary form. Below are the errors by Chase Bank : 1- On XXXXXXXX XXXX, Bank Associate , XXXX XXXX only faxed one side of the double sided form at the local Chase Branch located XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX. Hence, the referenced missing pages 2,4 and 6 in the follow up letter from Chase Retirement Services which I have attached dated XXXX XXXX XXXX.The entire list of missing items in this letter are due to the missing pages as mentioned. XXXX XXXX, the Multi-Site Branch Manager was also present. 2- I was notified by representative XXXX XXXX during a follow up call on or around XX/XX/2023 that Chase Retirement Services had provided me with an " outdated '' form '' and that once again I would have to complete another form! XXXX suggested I go into my local Chase Bank Branch ( XXXX XXXX XXXX, XXXX XXXX, Fl XXXX ) and request the updated form that I should have been provided with the first time. In or around, XX/XX/2023 I went into my local branch located atXXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXXand met both XXXX XXXX and XXXX XXXX and informed them what had happened re : Missing Pages of Fax and Outdated Form. XXXX XXXX stated that the missing pages were not their fault and it was the fault of Chase Retirement Services. It became clear that the missing pages of the double sided form were 2,4 and 6 ... the back sides of each of the 7 pages. I strongly suspect that XXXX XXXX had only faxed one side of a double sided document. Additionally, When I asked another Associate Banker XXXX XXXX who was also present at that Chase Bank on XXXX, why she never notified me about getting alerted in her email ofChase 's error ( the form and missing pages ) I was told that XXXX had inaccurate contact information for me and was unable to reach me. This was bewildering as all of my current contact information was on the first page of the form that was faxed from that very same branch. Due to the errors made by the Associate Banker, I felt more comfortable and confident to ask XXXX XXXX, Multi-Site Branch Manager to assist me. On XX/XX/2023 I emailed XXXX XXXX requesting an appointment with her to just simply ensure the document was faxedcorrectly. XXXX XXXX called me at XXXX on XX/XX/2023 in reply to my request for an appointment and refused to assist me in faxing theform for me, stating that she does not have " any '' time to meet with me as she has workshops and multiple branches to look after. Stunned, I pursued in our conversation as to why she couldn't give me 10 minutes of her time and her reply was " It's nearly closing time before a weekend and I don't have time to discuss why with you ''. She continued with, '' My associates are competent and faxing is their job to do, not mine. '' I subsequently sent a follow up email on XX/XX/2023 to XXXX XXXX letting her know of my disappointment. XXXX called me back shortly thereafter and told me that she is unable to send out any reply emails to customers so I responded to her voicemails in writing via email. On one occasion on XXXX, I answered her call. In response to one of my emails requesting a reply in writing, she replied, " I can not send out any sort of letter. '' When I asked her to repeat it, she accused me of recording her - ludicrous! I have also attached these emails for your reference. Additionally, I have a voicemail from XXXX XXXX on XX/XX/2023 after she viewed the email regarding XXXX XXXX actually suggesting I go back to the XXXX XXXX ( the associate that only faxed one side ) to fax my updated form. On XX/XX/2023 at XXXX, I went to a local alternative Chase Bank branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fl XXXX as I made an appointment to meet with XXXX XXXX who subsequently faxed the new updated and completed form. XXXX also stated that she mailed a copy as well to Chase Retirement Services. Incidentally, XXXX XXXX was present at that branch when I was there.
Company Response:
State: FL
Zip: 33432
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/23 I went to a Chase drive-through ATM. I put my debit card in the ATM and deposited {$420.00} cash. XXXX {$20.00} dollar bills, XXXX {$50.00} dollar bill and XXXX {$10.00} dollar bill. The ATM said take your card and gave me a receipt that said call this number to the claims department. I immediately looked on my online banking and saw the money was not in my account. I went into the chase bank and told the teller what just happened and she said they do not service those ATMs. I then called the number and they gave me a {$420.00} credit. This morning on XX/XX/23 I woke up to that credit being reversed. I called the claims department they said there was no error on their part so they reversed the credit. I finally talked to someone above them and they gave me the number to their executives office, saying they will be able to do a full investigation looking at cameras. When I called them they said I had to call the police and file a report, they don't deal with customers directly. I called the police, they said there is no crime so I was unable to make a police report. Chase has no other options for me. I need this to be resolved please.
Company Response:
State: AZ
Zip: 85382
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: I believe my information was mailed to an old address or I believe it took place when I lost my wallet for years back.
Company Response:
State: HI
Zip: 96813
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/XXXX a cashiers check was issued by me with the help of a chase rep in the amount of {$2500.00}. The amount taken from my account for this transaction was {$7500.00}, and the ledger supports this. An additional {$5000.00} was taken from my account with impunity and no accountability as far as the bank is concerned. Had I not gone back into my statement and looked at that transaction no one would know and based on this experience Chase does not have the process or procedure in place to prevent this sort of mishap. As a result I did not have access to said funds and have been paying carrying costs on cards that could have been payed off using said funds, in addition to any other use profit making use I would have been entitled to had Chase not made this egregious error.
Company Response:
State: TX
Zip: 78731
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Managing an account
Subissue: Problem with fees or penalties
Consumer Complaint: On XX/XX/XXXX, I called Chase customer service about an upcoming CD maturation on XX/XX/XXXX, which I read will auto-renew unless I explicitly requested for it not to be within the 10 day grace period. I asked the representative assisting me to " cancel the renewal '' of the CD as I did not want it to be renewed. The representative then relayed to me that she had completed my request and canceled the CD. She followed that up by saying I will receive the {$100000.00} amount I had invested back in my account. When asked about the interest I had earned, she said that it would not be included since that is the penalty for the cancellation. I responded that I had not requested a cancellation of the CD and she had not confirmed neither my understanding of the fees associated nor her understanding of my request to " cancel the renewal '' of the CD. Since she had already submitted the cancellation request, she told me she would have another team create a case for the cancellation request to be " cancelled ''. No one had reached out to me following the creation of the case and when I followed up a week later, I was told the case did not exist or was closed because no one was able to contact me. For the record, I have my cell phone number on file and they have confirmed that the number matched their records. A new case had to be created. it has now been several weeks since the new case has been created. I have spoken to at least 5 different representatives in that time who each have told me that the " research specialist '' has tried contacting me and was not able to reach me. I have 0 missed calls or voicemails. On XX/XX/XXXX I received a secure message in my Chase account from the research specialist with the below text. ( I have removed the phone and case numbers ) Hello, We'd like to talk to you about the issue you are having with CD accounts. We tried to call you at the number we have on file, but we haven't been able to reach you. If you are still having issues or need to speak with us, contact us. You can call us at : Chase Personal Banking Customer Service : XXXX Chase Business Banking Customer Service : XXXX We accept operator relay calls. Your XXXX ID is # XXXX Thank You. XXXX | Retail Research Specialist | XXXX XXXX XXXX XXXX XXXX XXXX I have tried to call the phone number XXXX extension many times at all times of the day any have never been able to reach the number. I have also tried replying to the message but have not received any follow ups. Calling the chase personal banking customer service number just leads to a dead end since only the research specialist is able to provide updates on my case. I have asked the representatives to escalate the matter to their supervisors or the supervisors of the research department but am told that the supervisors have no power either and the research department does not take phone calls. At this point I am out of options. Chase has shown that they do not respect or care about their customers or their customer 's money. I have spent many hours of my time trying to resolve this to the best of my ability. All I am requesting is that I receive the interest that I am owed due to the careless and clumsy actions of their customer service representative.
Company Response:
State: VA
Zip: 22203
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/XXXX I transferred from my business CHASE account via same day transfer ( XXXXsame day, low value ) to a vendor/ XXXX {$2100.00}. XXXX did not receive the transfer in time to use the funds for a time sensitive transaction to XXXX. XXXXXXXX XXXX deadline had expired. The next day I received a credit from XXXX in the same amount of {$2100.00}. On XX/XX/XXXX CHASE issued a fee of {$21.00} for this botched same day transfer on XXXX. Today on XX/XX/XXXX at XXXX XXXX I called the CHASE customer service line but CHASE refused to credit the fee of {$21.00} which is a 1 % fee of the value to be transferred. The customer service agent escalated the credit request to her supervisor. The supervisor told me that her system is blocking a refund. CHASE claims the XXXX credit received on XXXX was a " separate '' transaction from XXXX ( not a " can not deliver return '' ) so they can not credit me the service fee for the failed same day transaction service. Pls advise. Kind regards, XXXX XXXX
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with Fair Credit Reporting Act XXXX Account has violated my rights. 15 USC 1681 Section 602 states I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 USC 1666B : A 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: IA
Zip: 502XX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Chase bank business account was opened for my dental office XXXX XXXXXXXX XXXX in XX/XX/XXXX and in XXXX XXXX XXXX ACH was activated on my account and was paying that service without using it. i thought it was a fee for having checking account. my accountant brouhgt it to my attention and i called the chase to cancel service and asked them to show me proof that i had given permission to activate that service. they will not give me any credit back other than last four months. the charge was for 8 yrs. that I have been paying for a service I have never used. the institution will not allow me to get any credit for all that time and will not give me proof that i approved that charge. I feel that Chase is targeting Hispanic people by adding charges that were never approved by consumer. like the ACH fee charge that was added to my account in hope I never found out ot the unauthorize charges. all i want is for Chase to refund me that monthly charge or to provide me with proof that i acknowledged or approved the ACH service charge back in XX/XX/XXXX of XXXX. This is a business account with Chase Bank. my branch manager and chase bank cant help me resolve that issue, other than it was done by me using my log in credentials. yet they have provided me no proof. XXXX XXXX XXXX XXXX XXXX XXXX XXXX tx XXXX cell XXXX
Company Response:
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a {$1000.00} check from XXXX XXXX from a friend in Chase bank on Monday XX/XX/XXXX. Chase will NOT put the money in my account for 10 days. I need this money to go to my doctor for XXXX XXXX. It is to rent a car so I can drive from Florida to my doctor in New York. Their excuse is the check is OLD! They need 10 days to confirm that it is good?? This is a friend of 40 years that is loaning me the money so I can get the surgery. Since when does it take a bank to certify that a check is good? I am sure XXXX would tell Chase immediately if there was a problem, no legitimate reason for a 10 day wait to find out. Chase is the biggest bank in the country, I am sure the have the personnel to get it done with a phone call. I need this fixed immediately. My surgery is scheduled for XX/XX/XXXX, Monday at XXXX XXXX XXXX XXXX, XXXX NY. Please advise ASAP!!
Company Response:
State: NY
Zip: 11050
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A