Date Received: 2023-04-28
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: Dispute claim number : XXXX Credit card ending XXXX XXXX XXXX XXXX XXXX XXXX XXXX, 2022 Billing address XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Reason for decline : Customer did not return purchased item as documented in the original response. Customer swapped items with garbage and returned just a XXXX pound package as shown and evident on the XXXX confirmation documents. None of this was addressed by the cardhold-er. The documents also show the cardholder was the shipper as indicated on the documents under # shipper : XXXX CA. The merchant states it would not provide a prepaid label for customers ' returns unless a defective item was shipped. Issuer provided no supporting documents to allege the merchant was the shipper. Since the cardholder was the shipper, the cardholder is responsible for the pack-ago. 1. When I returned my item to the merchant I returned as 100 % original package and item, not swapped with garbage. 2. When I received the package I received as defective condition with arrived. I contacted the merchant the first with in 3 days since the return period is 30 days. They told me that they can offer exchange, and provide me a exchange label, then I ask for refund, They told me inorder to get return for refund it need the manufacturer documentation, so they ask me to provide them with the manufacturer notes stats the item is truly defective. So I call the manufacturer which is apple Then I provide them with the next business day, with a email response both picture and written, XXXX case number XXXX, After that then send me a return label for return. 3. Customer swapped item with garbage and returned just a one pound package as shown and evident on the XXXX confirmation documents. For this first, the exchang label that send to my email, the refund label they send me to email, also the original order shipping tracking number are ALL XXXX tracking label not XXXX as they mentioned. Second for The one pound package both the return label and exchange label they offer me are the Pre paid label, the one pound information is what the merchant they write it on my label, is not the actual weight of the package really is. ( please see DetailedTRACKINGRETURN and DetailedTrackingEXchange PDF ) for reference. Also the original XXXX order tracking number according XXXX website not really indicted what the original package really weights. ( please see orginaltracking.pdf ) 4. All the following information are the correct. I have all the Email history, PDF, XXXX tracking number, manufacturer ( Apple ) documentation support on myside that supports my claim. 5. Overall : There are many inaccurate information from the merchant, Including XXXX documentation ( actually is XXXX ), One pound ( merchant are the once who put this incorracte imfomration on the label, not I am swapped the item due to the weight no match ). not provide prepaid label for customers returns unless a defective item was shipped ( confirmed with the manufacturer as the merchant requesr as fact a defective item was shipped ). ( And they did provide label ). All the evidence that merchant provided all failed to support their claim. 6. I returned the item in the original condition as it was delivered in my hand. They must provide a picture when they open my box that garbage is in order to have a strong evidence. I knew that all return must be same item, so I have check my invoice check all the serial number, documents matches on the invoice before I repackaged the original box. If they really have detailed documentation when they check the package, they will not come a garbage answer, because everything are the same. 7. If they are unable to provide the picture evidence of garbage is when they did the inspection, i will consider it as fraud chargers, in addition, if when they provide a picture for a computer at the time they did the inspection came the answer the garbage it must be the same serial number on my invoice ( so that this can ensure that they did not pick a random computer to titled as garbage or not in original condition ) ( for the serial number on the invoice please see serialnumberontheinvoice.pdf ). 8. After they approved my return for refund, provide my shipping label with XXXX pound on the lable. And after receiving my return, then they send me an email saying they won accept the return. ( please see the XXXX and XXXX ). This is possible that they did some modification on my package, take evidence submitting as valid charge to the bank. 9. On all the email I send them, and all the communication. They never told me I was returned garbage Nor provide me the picture in the email. Just simply says won accept the return even as defective. This is against their quotes it would not provide a prepaid label for customers ' returns unless a defective item was shipped. Also this is against their return policy ( please see Returns Policy.pdf ). Or below. Defective or Damaged Items Defective items may be repaired, exchanged, or refunded at our discretion for the same model or manufacturer 's equivalent model. The credit card company declined my dispute with ignore the evidence I provide, and can not prove a strong, directly evidence to prove this order is no issue at all.
Company Response:
State: CA
Zip: 94555
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I had a chase credit card freedom card account number XXXX unfortunately this card was fraudulently charged back in XXXXand I was told by multiple chase agents on recorded calls to not make payments due to the fact that if I made a payment it would look as if I made those transactions. after the dispute they settled it and ended up refunding the card only problem is they reported the account late. The late payment is on XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92865
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On the evening of XX/XX/XXXX, we deposited money at the ATM of this chase bank, and then it malfunctioned and swallowed us {$5300.00}. Then we called the customer service of the bank as soon as possible. We also went to the bank the next day. The bank said it only found {$1000.00} and gave it a credit, and then made up a {$4300.00} order and told us to wait for news. Every time we went in, it took 10 working days to reply. A month passed with no progress, and they said they only found {$1000.00} and another {$4300.00} was not processed, then said to check the camera and reply us after XXXX hours, and finally another week. Still haven't waited for any reply from them. We've been to the bank five or six times, back and forth. Until now, even when they said they found {$1000.00}, it was not in our account. We havent received a penny until now. Its been more than a month, and their attitude is very perfunctory, saying that we have no choice but to wait. That's a lot of money for a big bank to treat its customers like this is very rubbish service
Company Response:
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I user Chase 's website at XXXX XXXX XXXX XXXX XXXX to manage the credit card account I have with Chase. In the process of logging the Chase website displays a web page shown in the attached document " Chase login verification problem.pdf ''. The issue is that I do not have a telephone number ending in XXXX, and I do not know to whom Chase would be directing the call. I spoke with Chase Customer Service and Chase fraud department about this today, and neither was helpful in resolving this issue. I believe this exposes my Chase account to potentially fraudulent activity.
Company Response:
State: SC
Zip: 29707
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My account was either hacked or someone stole my debit card info. I had money save in my account that I was barely touching because I was getting me a house. I left my card at XXXX is the only thing I could think of to how my card could fraudulent charges. But looking in my account the fraudulent charges goes back as far as XXXX where someone kept trying to take XXXX dollars out my account. I had my debit card in possession while these charges was being charged to my account. I NEVER TOLD THEM MY CARD WAS STOLEN. I told them it was misplace. I ended up locking my card because I couldnt find it then end up finding it. They try to say someone was using the pin to make purchases and purchases was made on apple pay which o never saved that card to my XXXX XXXX. I asked to close the account entirely and open a new one. I was denied the option and they said it was just the debit card. They opened my claims and a couple days later closed my claim and added the purchases back to account. My account is still getting charged from food lion, a store I dont go to! Someone tried to open a chase credit card in my name where I had to lock my credit. Its also showing my account is sharing access with lenders. I havent applied for any loans due to me trying to buy a house. I will sue them if this issue isnt resolved. Im out of almost XXXX dollars. It shows atm withdrawals and everything. I just want this rectified so I can close the account. None of this started happening until I started banking with chase! I have proof of them sharing my information!
Company Response:
State: SC
Zip: 29488
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Want to file a CFPB complaint against Chase Bank Credit Card Services for misleading, confusing, and unexplained interest rate increases that dates all the way back when I open my credit card account on around XX/XX/XXXX. I also, reach out to Chase Credit Card Services numerous of times between XXXX and XXXX to try get assistance for forbearance or secured credit card insurance plan due to my annual income being cut in half but was given the runaround and Chase Credit Card Services was not able to assist me properly at getting a forbearance or secured credit card insurance plan. So therefore, I tried one final attempt to reach out to Chase Bank Credit Card Services around XX/XX/XXXX for assistance at getting a forbearance or secured credit card insurance plan but again was given the runaround again. So then I was forced by Chase Bank Credit Card Services to file XXXX XXXX Bankruptcy with XXXX Attorney of XXXX Texas because Chase Bank Credit Card Services didnt properly assist me at getting a forbearance or secured credit insurance plan. So therefore, I feel Chase Bank Credit Card Services should refund me half my attorney fees and XXXX XXXX Bankruptcy fees which is around {$40000.00} to {$45000.00} dollars that dates all the back to XX/XX/XXXX!
Company Response:
State: TX
Zip: 76522
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I sent a check to a vendor via mail. Somehow someone else intercepted the check and deposited it via a phone app into their account. after months of filing claims and paperwork the depositing bank has now denied the claim. It is a stolen check and yet I have to pay for both banks failures. This is not acceptable the banks involved are Chase Bank and XXXX XXXX XXXX The check amount is $ XXXX and because Chase has not received a reply back from XXXX XXXX they are closing the claim. Money was stolen from me and no one will do anything other than send a letter and call it a day. When I spoke with XXXX XXXX they informed me that they will not accept any emailed documents and the request need to be in writing. Chase has sent the information to a different mailing address and has not received a reply so the issue has closed.
Company Response:
State: FL
Zip: 32164
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
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 noticed a charge on my card I didn't make. I called the credit card company and they said it was fraud and sent me a new credit card. The charge continued to appear on my card. I called the credit card company fraud department and they said the charge came from my phone, I explained my phone was lost during this time and they didn't care, they said I made the purchase and it wasn't fraud. I sent them all the backup emails I sent to the merchant informing them about this order, and a copy of the merchant package I refused and returned to the mailman but the credit card company refuses to reverse the charge I didn't make or receive. I was then told by the credit card company it shouldn't be fraud but rather a dispute, so I opened a dispute with the credit card company and sent them all my supporting documents, they told me they needed 10 days to contact the merchant and it would be reversed as I didn't order and refused the product, but today when I called as the charge was still on my card, I got an entirely different story again, saying the merchant already gave me a credit, which is not ture. When I contacted the merchant they said I had to work with my bank and they couldn't do anything further to help me. I received email notification fr this merchant confirming my purchase when this happened, I emailed the merchant back immediately and informed them the same day I received their email that I didn't make this purchase and to cancel the order and refund the charge. I received another email a day or so later telling me they shipped this order. I informed the merchant again I didn't make this purchase and to not send the order. The merchant sent it anyway, I refused the order and the mailman took it to return to them. I have attached all supporting documents sent to the merchant and credit card company.
Company Response:
State: MI
Zip: 48152
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
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: A charge to Chase XXXX XXXX XXXX Credit Card was completed for our cruise, on XXXX XXXX XXXX XXXX for the full cost of a cruise on XX/XX/2022 in the amount of XXXX. The Cruise line cancelled the cruise in XX/XX/2022 a few weeks prior to the XX/XX/2022 departure. The Cruise line offered to rebook on another trip or a full refund. As the alternate cruise did not fit our schedule we opted for a full refund. Since XXXX we have made several attempts via email and through the travel agent to request a date for our refund. XXXX provided only standard texts with no dates- The following is what was received from XXXX. Thank you for contacting XXXX XXXX XXXX XXXX. I do see where you have a pending reimbursement on your account. Unfortunately, I am unable to give an exact timeline for when your refund will be processed. Our XXXX team is working on all refunds as quickly as possible in the order in which they were approved, but they are unable to provide exact timeframes for any specific refund. We understand the frustration this delay can cause, but appreciate your continued patience. Warm Regards, XXXX XXXX XXXX Thank you for contacting XXXX XXXX XXXX XXXX As Im sure you know, the coronavirus world event has caused severe disruptions throughout the travel industry, and our company is no exception to this. Our team is devoted to delivering exceptional customer service- however there were a number of departures that needed to be canceled due to government restrictions, and we are working through processing thousands of requests as a result. We have a limited number of team members, but we are working diligently through each and every request in the order in which it was received. As a result of the amount of refunds to still be processed, there is no time line on when your refund will be done. Following these recent emails, the XXXX website no longer exists, there are no responses to calls or emails. Having no other recourse to negotiate with the merchant, I requested assistance for a charge back from our XXXX card for Lack of Service. The claim was denied because we do not have a specific date of the refund from XXXX. I explained the company is no longer active and I can not make any further requests and XXXX would not provide a date or timeline despite our multiple request to do so. According to the XXXX XXXX like with any other charge, the consumer has the right to dispute a transaction involving a non-refundable charge as long as they believe they have a valid claim. Valid claims include not receiving the product or service or not having signed or authorized the non-refundable charge. I believe we have met the criteria for the XXXX and Visas denial that a specific date for a refund does not meet with the XXXX of the XXXX guidance. It further seems it is a criteria set up by XXXX as a means to deny claims that is unrealistic and does not provide the consumer protection for cancelled trips claimed on their website.
Company Response:
State: PA
Zip: 159XX
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
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: On XX/XX/XXXX, I authorized the merchant, a XXXX taxi company at XXXX XXXX, to process a {$10.00} USD charge only for a taxi ride from terminal A to terminal C. We were short {$10.00} cash because an extra person rode in the taxi with us. Then I asked for a receipt, they said they could not provide me with one because the card reader didnt allow it. They processed at total of {$2000.00} USD on XXXX separate cards ( XXXX {$990.00} and Chase {$1000.00} ) by telling me the cards were not working. I disputed both charges initially on XX/XX/XXXX. XXXX XXXX conducted their investigation and sided with the merchant and brought to my attention the merchant provided a fraudulent receipt with a forged signature. I explained to XXXX the situation, they were able to re-dispute and give me my money back. Chase, however, sided with the merchant on XX/XX/XXXX due to the same forged receipt. I'm attempting to re-dispute for the full amount charged. Chase never provided me with ruling or documentation until I called to follow up on XX/XX/XXXX. The dispute with Chase is unresolved. I am still pushing for a re-dispute which they're pushing back. I've provided Chase with emails I've sent the merchant ( with no response on XX/XX/XXXX and XX/XX/XXXX ), proof they received their {$10.00} USD payment from XXXX XXXX, and a copy of my actual signature to see the merchant has forged my signature. I have also attached these documents below for CFPB to review. I've also attached what the original charge was for the taxi ride from the resort to the airport, for which we paid mostly cash.
Company Response:
State: TX
Zip: 75056
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A