Date Received: 2023-04-25
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: Im an XXXX XXXX servicemember who has a Chase Sapphire Reserve Visa credit card. One of the benefits of that credit card is Auto Rental Collision Damage Waiver, which provides primary insurance coverage and reimbursement for up to {$75000.00} for collision damage for rental cars in the U.S. and abroad. That benefit is administered by Card Benefit Services. On or about XX/XX/2022, I initiated an Auto Rental Collision Damage Waiver Benefit claim ( # XXXX ) with Card Benefit Services in the amount of {$2400.00} to be reimbursed for rental car collision damage. To date, I have yet to receive reimbursement despite providing all required and requested documentation. Instead of processing and completing my claim, Card Benefit Services continues to request documentation that has already been provided. There has also been a clear, designed pattern of delay. Card Benefit Services state in emails that they will review supplied documentation within 5 business days and review correspondence within 2 days, however that does not occur. Additionally, " necessary '' documents were not initially supplied for completion of requested. It's as though there are different requirements for the claim each time I follow up on the status of the claim. My claim shouldve been paid out months ago. Card Benefit Services behavior is unacceptable, especially toward an XXXX XXXX servicemember.
Company Response:
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-24
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: Chase Bank has accepted, and the business has accepted the mistake made by the business and has resolved it. Then, two months later, Chase decides to reverse the decision because of an internal glitch. They are now harassing me and continuing to try and make me pay for an already accepted disputed charge.
Company Response:
State: IL
Zip: 61108
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-24
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 have explained to JPMCB card services several times about the issues with Amazon. I clearly selected returns go back to original payment method, and for months they put my refunds on a gift card account without my approval. JP Morgan Chase Bank now raised my interest dramatically and will not help me with the Amazon situation. I spoke to multiple managers at both Chase and Amazon and they both were very rude to me. I have been hung up on 4 times between the two companies. This is very unfair and a violation of the credit act and my rights. I have asked the company in 2022 of XXXX to send me proof with my wet signature that I opened this account because around this time I suffered from Identity theft. JPMCB just sent me a new card and I had to speak with I.T with Amazon to fix my account had been hacked. I explained this to Amazon Management, and i was hung up on and yelled at in a angry tone, also played with on hold for hours sent from department to department. This has made me very stressed and brought my credit score down dramatically. I asked JPMCB to dispute the Amazon charges because they committed fraud by moving my funds to a different account without my approval or knowledge. I am asking for this account to be removed from my credit file.
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-24
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened a checking account with Chase Bank. Less than 6 months later, it was closed by the bank. No explanation was given. I had never bounced a check and kept substantial amounts in the account.
Company Response:
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2023 : {$330.00} online charge with my debit card by XXXX XXXX for 3 travelers ( none of whom are me nor do I know ) from XXXX, FL to XXXX de XXXX ( continuing flight {$2700.00} for 4th passenger name, XXXX de XXXX to XXXX, XXXX was declined due to insufficient funds ) XX/XX/2023 : notified Chase of fraudulent charge ( Chase records show the following reviewed my account on that day XXXX XXXX and XXXX XXXX ) XX/XX/2023 : temporary credit put back in my account XX/XX/2023 : notified by Chase after review, it was a valid charge and they would be debiting the funds back out of my account XX/XX/2023 : contacted Chase to dispute, after several attempts and escalation to a supervisor, I was told to go to the branch where the branch manager could be sent an email with the supporting documentation they used to make their determination XX/XX/2023 : went to branch, worked with XXXX who called and was told it would only be provided via mail, again call was escalated, she was able to get the documents for me ( Chase records show the following reviewed my account on that day XXXX, XXXX XXXX ) XX/XX/2023 : documentation shows receipt for ticket ( s ) none of the names listed were mine, nor was the email/telephone number used to make the reservation mine, I was also not in XXXX where XXXX appears the online charge was made only thing that connects the charge to me was the use of my name for the debit card charge, and my debit card number ( the receipt indicates card was not present XX/XX/2023 : was assured the claim would be re-opened and a resolution within 3-4 business days which was critical as they refused to stop the funds coming back out of my account on or before XX/XX/2023 and would cause autopays to overdraft my account including car insurance which if not paid would have resulted in my premium being cancelled XX/XX/2023 : When to XXXX XXXX to find out how to file a fraud claim and received the necessary packet XX/XX/2023 : returned completed packet and received case number from the police department for my claim XX/XX/2023 : charge was taken back out of my account XXXX : numerous calls and requests for status updates made only to be told on XX/XX/2023 ( Chase records show the following reviewed my account on that day XXXX XXXX ) that the claim had never been reopened and that 2 attempts had been made to have a re-review done however the back office declined the requests ( none of this information was provided to me verbally or in writing nor was it indicated on my account ) XX/XX/2023 : attempted to close the account however they denied the request as the account is now $ XXXX XX/XX/2023 to present : multiple overdraft fees, and bank charges have been applied to the account XX/XX/2023 : opened new account with different bank, switched all autopays to them and set up direct deposit XX/XX/2023 : went to branch and spoke with branch VP XXXX XXXX who took all supporting documentation and police case number to submit to an alternate area that could re-review the case XX/XX/2023 : again asked the account be closed and charges removed, was advised they can only remove 2 overdraft fees per calendar year ( currently there are XXXX generated due to the payment of a fraudulent transaction XX/XX/2023 : update from PD detective investigating my claim said airline is refusing to provide information and continues to refer him to Chase he is waiting on results from a subpoena but has little luck verifying the email addresses and/or phone number used in the transaction I am infuriated that Chase can get away with charging their customers for debits that only contain the name and card when making an online purchase with no other connection to the customer. Communication from the banks fraud department, the need to escalate each time to get something accomplished, the fact that each call took anywhere from 40 minutes to hours, the lack of empowerment they give their front facing agents who answer the initial calls, lack of follow-through, unwillingness to listen or entertain the idea that they could have made an error is appalling. I will say the 3 individuals Ive worked with at the XXXX XXXX XXXX branch in XXXX XXXX, TX have readily seen that the charge strongly indicates it could be fraud and have been nothing but kind and willing to try and help if they can.
Company Response:
State: TX
Zip: 77802
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-24
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Chase charged me a {$95.00} annual fee for a credit card that I have not used for 9 months. I called to ask to have the fee reversed and close the account. The representative ( XXXX with an XXXX accent ) stated repeatedly that the fee could not be reversed even if I closed the account. The fee had only been on my account for 20 days, so I was surprised that they could not reverse the fee. Right before hanging up in disappointment for paying a worthless fee, as a last resort, I asked to speak to a manager. While waiting for the manager, I searched the internet and found that it is in fact Chase policy to refund these annual fees within 30 or 40 days of posting date. When the manager came on the line, she confirmed that policy and closed my account. ** My complaint is that Chase Policy is being completely misrepresented by their agents. ** This is infuriating. It's bad enough that I have to waste time on this XXXX. A bank 's agents CAN NOT misrepresent their policy in favor of the bank. This agent did it REPEATEDLY. That is straight up fraudulent. They are probably rewarded for this XXXX or instructed to do this XXXX in some XXXX call center. Customer Service first tier is clearly intended to deflect and frustrate customer to give up. THIS CAN NOT BE ALLOWED TO CONTINUE. Especially for a BANK!!! Y'all should fine them or force them to send out proactive notifications of Annual fees and force them to have a one-click button on their website to refund the fee and close the account. That would torpedo this scammy behavior of charging fees for cards that are not used. Or maybe require that annual fees are automatically waived if a card is not used for the preceding 4 months. These are great ways to make them fix this XXXX!
Company Response:
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2023 a Business account of JP Morgan Chase Bank was wired XXXX from my SBA loan account. Immediately upon not receiving the merchandise Chase was warned that the account the funds were wired too was a deceptive business who had been pirating photos of equipment on the internet and selling via multiple mediums to multiple people. Evidence was provided of piracy, and other victims. Chase said only the sending bank needed to reverse the wire. When sending bank attempted to reverse it, instead of letting the reversal go through or temporarily freezing the funds and opening an investigation, Chase took the response of the accused business that they " by terms of contract " they had 30 days to ship. There were no such terms, with out investigating or asking for proof Chase denied the reversal. Over 30 days past the incident sending bank asked for follow up and again Chase did nothing. I have researched and believe the offender does not have a Federal tax ID number and should have never been granted a business bank account. Chase representatives have not followed up with me or sending bank. Lack on their part of any investigation or attempt to stop this criminal
Company Response:
State: GA
Zip: 30342
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-24
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I recently identified fraud on my Chase Amazon card, going all the way back to the beginning of XXXX. The fraudulent transactions were also made at amazon.com, so they blended into my regular amazon purchases. Because the fraudulent/unauthorized charges were made by a family member, Chase considers the charges legitimate/authorized and expects me to pay for them ... even though my credit card was stolen, and I didn't approve any of these transactions. This is a clear violation of the Fair Credit Billing Act ( FCBA ) and fraud liability guarantee. XXXX XXXX XXXX
Company Response:
State: NV
Zip: 89178
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-24
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Chase Bank is employing an induvial who is scamming and frauding their consumers. I have an account with Chase bank, a credit card account specifically. with this credit card account, I accumulate points and rewards based on my purchases which is what initially enticed me to open this account. I've had this account for about a year now and have gained travel points throughout this time. Below are the series events that have transpired with Chase bank, Chase Travel, and Chase Card Services : On XXXX, XX/XX/XXXX, I had called to book a flight reservation for XXXX adults and XXXX XXXX in seat, I was advised that this could not be done online and must be done over the phone with a Chase travel advisor, I understood this and continued to do it over the phone. As we went through the process of my first flight reservation, the travel advisor informed me that these flights each came with a checked bag, which is what I wanted. Once the flight was confirmed and my account was charged, I found out the flight reservation did NOT come with checked bags and I had to call immediately to cancel the flight reservation. On XXXX, XX/XX/XXXX I call the next day to rebook my flights with the correct information and in hopes that I have a better experience. This time, I was informed by the travel advisor that they are NOT about to book and infant in seat over the phone with my reservation and I must book online for the adult passengers first then call back to add my infant in seat exactly 2 hours after I book online. I found this odd as it contradicted what I was told by another Chase travel advisor. The Chase travel advisor, a Chase senior specialist travel advisor, to be exact provided me with a phone number to call to add my infant in seat. I wrote down the number, booked my adult passenger tickets online, waited 2 hours and called the number provided. The number provided to me asked for my information and informed they would be able to add an infant to my flight reservation. I went though the steps only to find out at the end of the call that it was a scam number that had frauded me from my money. The Chase employee had provided me a scam artists number that they are working with to fraud Chase consumers. The number the Chase employee provided me with was this one : XXXX. The scammer provided me this number once they have received all my information to fraud me : XXXX. Chase cancelled my credit card and has yet to refund me the $ XXXX that was meant for two flight reservations. I had called Chase immediately to let them know what had happened and received no resolution. I have emailed but again, with no resolution. They told me they are expediting me a new card which was false as I am still waiting for a new card. I now an unable to book any reservations until this is resolved causing me to lose out on decent air fare prices. This process has taken time away from my work, as each phone call took over 2 hours, I lost money, I lost out on good, decent airfares. What Chase has put me through is unacceptable and I hope that there can be a resolution to this. I hope to protect myself and any future victims of Chase from this scam/fraud hassle that they have put me through.
Company Response:
State: MA
Zip: 01810
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-24
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2023 I see that a check was cashed for {$1500.00} dollars. I see that the intended recipient which was a previous landlord did not sign the back of the check, it was a different name. I called my landlord immediately who confirmed they did not cash the check. I reached out to chase who told me to submit a form in order for them to start the process. It required information about the check and it required my previous landlord to fill out the form confirming they did not deposit the check. After providing all this information to chase they continue to deny the claim for different reasons that don't really make any sense. I also had a roommate at the time who has chase as well we both submitted the same exact forms even compared them and his went through fine and got his money reimbursed as soon as chase sent the form to XXXX of XXXX stating there was a fraudulent check cashed. Chase refuses to send my forms despite constant calls. They also don't let me speak directly with anyone at the claims department it's only a call center that relays information and refuses to put me on with someone actually managing the case.
Company Response:
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A