Date Received: 2023-04-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I deposited a check and on XX/XX/XXXX Chase Bank put a hold on my check, I called and sent XXXX messages. I was told that an extended hold was placed on my check, and that I would receive an explanation via Chase messages, I never received anything and I had to keep calling for them to remove the hold manually and when they agreed they did it because they could not figure out why a hold was placed. On XX/XX/XXXX I deposited a check and noticed that no funds became available. I called, tweeted, and went into a bank, and was told over the phone by the holds department that they have the right to place a hold on my check for no reason, and they do not have to tell the customer why a hold was placed on their money. Today is XX/XX/XXXX and a hold has been placed on my check for no reason. I have worked for the same company for about 11 years, and deposited my checks bi-weekly for around 11 years. My account is in good standing, and nothing has changed with my employer 's checks.
Company Response:
State: KY
Zip: 400XX
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: The company ( Chase ) sent me a letter stating that they will close my account, and didn't provide a reason. The letter looked unusual and suspicious, and listed a phone number to call for more information, that I did not recognize. Due to the suspicious nature of the letter, I called the number on the back of my card to verify, and the Chase representative assured me that my account will not be closed ( XX/XX/XXXX ) and that the letter must have been either a scam or was sent by mistake. Today ( XX/XX/XXXX ), I have learned that the account has been closed, and the Chase representative can not tell me why.
Company Response:
State: OH
Zip: 44121
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I have the Chase Sapphire Reserve credit card, and one of the benefit of this card is trip delay reimbursement for up to {$500.00} per passenger for trips paid by the XXXX card. On XX/XX/XXXX, my husband and I were supposed to board a plane from XXXX to XXXX, XXXX, but the flight was delayed to the next day. This delay forced us to book last minute accommodations in XXXX on a Friday night, incurring {$860.00} USD. I immediately filed a trip delay reimbursement claim on XX/XX/XXXX through eclaimsline.com, the third party vendor that Chase uses. On XX/XX/XXXX, I was told that the documentations I had submitted were all accepted, and that my claim was in the final stages of being approved and paid out. However, it is now XX/XX/XXXX, and I have not received my payout. I called eclaimsline.com on XX/XX/XXXX to request a status update. The representative said she would schedule a claims adjuster to call me directly. By XX/XX/XXXX, I have not received any calls and so I called XXXX back. This time, the representative said he was scheduling a call from the claims adjuster for XX/XX/XXXX, but also stated that " due to high claim volume, the adjuster will most likely not call on XX/XX/XXXX. '' I expect that I will have to call XXXX again next week to inquire about my case status. The annual fee for the Chase Sapphire Reserve is {$550.00}. The reason I have been willing to pay such a high fee was because of the card 's travel benefits, like the trip delay reimbursement, and the customer service that comes along with the benefits. However, I have not received any of the benefits or customer service.
Company Response:
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hello, On XX/XX/XXXX I mistakenly sent a XXXX payment of {$1000.00} to the wrong recipient XXXX XXXX XXXX ) XXXX. I immediately contacted her and let her know that I mistakenly send her the funds and if she could please return them. She said she opened a case with XXXX XXXX XXXX XXXX XXXX. I also opened a case with my bank Chase Bank Claim number : XXXX and XXXX. XXXX says the funds are not in her account, and XXXX XXXX is in possession of the funds. Chase claims they have been unsuccessful in retrieving the funds. I called XXXX XXXX to sort out the recovery of the funds, and they said due to internal procedures they are not able to return the funds directly to me and that Chase would need to file a claim on my behalf. Chase bank refused to contact XXXX XXXX to assist me in retrieving the funds. XXXX XXXX has confirmed that they are in possession of the funds. The recovery ID on XXXX XXXX is XXXX XXXX Any intervention will be greatly appreciated. Thank you Please reference previous case # XXXX
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied for a Chase Mortgage on Friday XX/XX/XXXX for a closing XX/XX/XXXX. Our mortgage advisor XXXX XXXX assured us we were well qualified and would have no problem with an on time close. We submitted all documents initially requested within one business day, and then we had no further document requests for weeks. After several weeks with no action from chase, i emailed asking for an update and our mortgage advisor apologized to us in an email for in his words a severe breakdown in the mortgage underwriting process. XXXX advised us he expected loan approval the next morning XX/XX/XXXX. That afternoon of the day he told us to expect approval, XXXX emailed us document requests and today XX/XX/XXXX, one week before our scheduled close, our advisor XXXX informed us Chase was unable to meet our closing. XXXX misled us throughout the process telling us to expect no problems with the timeline or approval and Chase failed to meet their responsibilities on their side of their lending process. Chase failed to close on time despite assurances. Our own mortgage advisor acknowledged and apologized for their severe breakdown in process leading them to be unable to provide the loan on time and forcing us to pay cash to close.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I purchased a flight on XXXX that was supposed to earn 6.5 % cash back as per the link. Upon checking and confirming with customer service representatives I received less than that. I signed up for a 6.5 % rewards rate for travel purchased through Chase Ultimate Rewards. I have shared link below but also provided screenshot in case they end up changing the page. Anyways this screenshot shows the rewards rate I signed up for in XXXX, which I also called to confirm. But NOW, when I call I am being given the run around no one can answer why my rate is not 6.5 %. I sent multiple secure messages through chase portal, called and nothing. XXXX XXXX XXXXXXXX? XXXX & XXXX & XXXX & XXXX Then after calling today on XX/XX/XXXX and being transferred multiple times and being on hold for over an hour the call mysteriously dropped. Seems no one can answer my questions directly and are instead sending broad responses to specific questions that still have not been answered.
Company Response:
State: FL
Zip: 33619
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2023 I filed a dispute with Chase bank concerning my deposit of {$1600.00}. I received an error message saying were having trouble and printed out a receipt. Upon receiving the printout, I called the bank to make them aware of the error and which I provided the information off the printout and was told it will be investigated. Fast forward to XX/XX/2023 I checked my documents and letters to check the status and saw the claim was denied so I called the bank. I spoke with the first representative who told me the only way I could reopen the claim if I have the paper and I did not keep the paper because I thought once I provided the information, it would be resolved. She basically told me, theres nothing they could do without that receipt. I asked to speak with a supervisor name XXXX and he told me the same thing so I filed a complaint with XXXX.
Company Response:
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: Good afternoon, an apology for my bad XXXX, the problem is the following, I was looking for a house for rent because I urgently need to move, browsing the internet I came across an ad that sent me to XXXX, it was a house I agreed to what I was looking, I contacted the person, he gave me his phone number, we talked about the house, about the application requirements, etc., we made appointments for the tour of the house, we did the physical tour, I signed a physical contract and also by email ... everything was normal, that happened on XXXX, XX/XX/XXXX, I paid the deposit and the application that was a total of XXXX dollars, supposedly the only thing left was for them to clean the house and send me the keys to move, but it never happened, the person stopped Answering the calls and messages never gave me a reason for anything, supposedly he was a Real Estate agent, in the photos I will leave proof of everything, the contract, the bank information to which I made the payments, telephone number, email, etc., if you could help me please This is the email and number of that person XXXX - XXXX
Company Response:
State: TX
Zip: 77090
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My checking account disappeared from my online banking and app of chase. The situation started sometime between XXXX. XXXX and XXXX. XXXX. The situation ends on XXXX. XXXX. However, I am writing to complain several things during the time period. XXXX. There was a customer service person reaching out to me regarding management and investment for my other accounts. I complained about this. He promised me this can be resolved and the rent I already scheduled out on XXXX. XXXX will arrive on time. He also made a follow-up call for XXXX. XXXX, after assuring me the rent I paid will be received by my landlord. Turns out this is not the correct information, which results in a {$37.00} fine from my landlord. XXXX. From the XXXX, I tried to reach out to chase in other means than phone call because I was sick and wasn't able to speak at that time. The chat bot on the app was not helpful. But later I I can contact chase on the social media, therefore I contacted it through twitter. I believe this was how the disappeared checking account got restored. XXXX. On XXXX. XXXX, the customer service person reached out to me again. Since he doesn't has accession to resolve my issue, he redirected my call to another customer service person ( the second customer service person ). The second one wasn't able to listen to my problem or understand it, because he insisted to look for a {$37.00} charge on my account. Therefore, he transferred me to a third customer service person. XXXX. The fourth customer person seems to be trying to trick me to say something against my advantage. She tried to make me say I didn't make the phone call regarding my account. However, I was reached out to by a customer service, and I reached out to chase by other means when I was not able to speak. She then said my account was frozen at that time because it was suspected having some fraud. I asked her why chase didn't give me any notification about this suspicion or account frozen issue, she said she need to redirect me to the security department but then the call was hung up. Moreover, the " fraud suspicion '' was incompatible with the explanation in the secure message on XXXX. XXXX, which states that the account was dormant, not frozen.
Company Response:
State: IL
Zip: 61801
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX at XXXX to XXXX XXXX I deposited funds into a Chase Bank drive up ATM machine on XXXX XXXX in XXXX XXXX. The deposit included {$1000.00} in XXXX dollar bills, XXXX XXXX dollar bill, and a wad of XXXX dollar bills ( either twenty-three or twenty-four of them ), a total deposit amount of either {$1500.00} or {$1500.00}. The ATM took my money and an error appeared on the screen. It said " We're having some trouble. To be sure your deposit went through, please call us at XXXX. We'll print this number on your receipt. A receipt was then issued by the ATM that said the same thing. ( I have a video of this ). I called the number given to me. It was after hours. I then deposited XXXX dollar ( XXXX XXXX ) to make sure my money wasn't stuck in the deposit feeder waiting for the next person to take. The atm deposited my {$1.00} with no problems. The next day I called the phone number again and filed a complaint. The person on the phone took my complaint and said that when the company that services the ATM finds the funds they would credit my account for the correct amount, either {$1500.00} or {$1500.00}. They then issued a temporary credit to my account for {$1500.00}. I waited. On XX/XX/XXXX at XXXX XXXX I called again to check on the status of this. I was told it was still pending and to give it until XXXX. When I was at the bank again today, they said it appeared that the credit was in the process of being withdrawn. I called the complaint line again and was told that it had been finalized for {$1500.00}. I asked why it had been finalized at {$1500.00}, they then read me the notes, and told me I had said that I was unsure if the deposit was {$1500.00} or {$1500.00}, they then asked me why their staff member had put the pending credit in for {$1500.00}. I said they needed to tell me that, since it was clearly in their notes that I had said {$1500.00} or {$1500.00}. I know there was only XXXX {$50.00} bill in that deposit, so mathematically, there is no way the deposit could have been {$1500.00}. I was then told I had waited to long to address this and nothing could be done. I asked why I hadn't been told that when I had called to follow up on XX/XX/XXXX. They said they did not know. I then asked what denominations of money they had pulled out of the ATM. They said they could not share this information with me. They then said that I could send them proof of the denominations I had deposited. I asked since it was cash, what they considered an acceptable form of proof. They said they could not provide an example of an acceptable form of proof. I told them since I deposit large amounts of cash in their ATMs on a regular basis I wanted to know what their preferred acceptable form of proof was for a cash deposit, so the next time this happens and I can have an acceptable form of proof at hand to show them what my cash deposit was. They didn't have an answer. I demanded an answer and told them I would keep calling back until I received XXXX. The man on the phone then said that it appeared that I had only deposited {$1300.00} and when I asked him what the denomination deposited into the ATM had been and again he said he couldn't disclose this information. We went around in circles like this for quite some time. At this point, I don't even care about the {$10.00} or {$30.00}. Its the point that they didn't verify what was deposited, and they are refusing to disclose to me the denominations that were found. They the fact that they followed up with the burden of proof was on me to show what cash amounts I had put in the ATM, and when I asked what they considered an acceptable form of proof of a cash deposit to be so I would have one ready for next time and they refused to give me an answer. I want to know what an acceptable form of proof of a cash deposit is to Chase Bank, because the fact that they told me to send one means that there is one, especially when they refuse to release to me the denominations that were found which places the burden of proof on me.
Company Response:
State: LA
Zip: 70115
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A