Date Received: 2023-12-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX about 20 XXXX transactions were initiated to be sent to a person going by XXXX ( totaling {$2000.00} ). After reviewing my account and discovering the multiple XXXX payments, I immediately contacted Chase to report these unauthorized XXXX payments. Throughout my entire history with Chase, I never done any business or sent payments to someone that goes by XXXX. Additionally, a XXXX account by the single letter XXXX '' is already a suspicious red flag. Whats this persons first and last name? I also tried to see what this persons email or phone number was ( either is needed to create an account ) but I wasnt able to see it. I immediately thought that was strange. Also, doesnt 10+ transactions to someone anonymous via XXXX look suspicious? I wouldve sent the money under one transaction, at most 2. Even the Chase operating system detected one of the transaction as suspicious. If one of those transactions was denied because it was detected as fraud, why would I authorize all the other transaction? Since I saw the chain of XXXX transactions. After the very first fraud dispute call, the transactions disappeared and the money was returned back to my account. My account was then locked due to suspicious activity and I had to call Chase to change username and password- happened at least 4 times. After my account was unlocked, those XXXX payments once again appeared on my account XXXX XXXX which a Chase agent said were forced transactions. After the claim was filed, Chase denied my request and closed the claim stating I had " authorized all these transactions '' just because " my phone '' was used to log in to the Chase app since the log in history of this device was " normal ''. To reopen the claim, I needed to support new evidence which I did. I submitted all the proof that I took all steps I could to report these unauthorized transaction especially evidence to refute their evidence. When this all took place, I just so happen to have turned in my old XXXX XXXX XXXX XXXX XXXX to upgrade to the new XXXX XXXX. Trading in my old phone which I had previously used to log into the Chase XXXX would explain why Chases found my phone being used to log into my account. The Chase representative told me each phone would have a unique code ; so someone with my old phone with my usual log in history can still count as me using my account and authorizing these transactions. The Chase representative kept saying it was my usual XXXX used to log into the Chase app. The device history might not be totally accurate since not all the devices used are tracked. When I called Chase on XX/XX/XXXX, I used a XXXX XXXX to look more closely at my account. I also used XXXX XXXX phone to check my account. These devices do not appear on the history. I also wonder why Chase was so sure it was my phone used to log into the Chase app. All it says is XXXX. XXXX XXXXXX/XX/XXXX after reviewing the claims update, I had asked the Chase claims representative what XXXX model was used to log into the Chase app. He could not tell me the model. All he could figure out was that an XXXX was used. To check myself. I used two different phones to log into my account and all it says is XXXX. It doesnt even say the XXXX model. If they couldnt tell me what the phone model was used, how are they so sure it was me who used my phone to authorize it? With technology nowadays a hacker can hack into any device and create any information they need. They can even hack into my current phone and log in via the app that way and it will still be considered me logging in with my usual device. Since the claims was getting nowhere and Chase wouldnt label my claim as fraud, I reported it to the XXXX police to help further prove that I didnt authorize those XXXX transaction. If I had made those transactions, why would I go through all the effort and even report it to the police. I had to drive to 3 different locations to find the correct station for my jurisdiction. This whole trip costed me a day of work ( I missed out on a days salary ) and gas money. The police even told me that this XXXX fraud has happened to multiple people already and all of them were Chase customers. I am not the only victim here. I called Chase again today XX/XX/XXXX to get an updated. They still claim as their evidence that I authorized these transactions because it the usual phone used to log in. Also, claiming all my evidence as insufficient. The agent even told me that a police report is useless because it's a customer report and all customer reports are useless and don't count as evidence. They even told me they are not the police so they can't help me.
Company Response:
State: NY
Zip: 11791
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I sent payments to chase bank c/o chase ink which they are not honoring. i have sent 2 coupons back to the address card services which they said to send the conditional payments. chase has yet to credit my card and continues to report on my business acoount which i gave no authorization to do so.
Company Response:
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: Someone hacked into my account on XX/XX/XXXX and reversed payments I made for my car loans and my apartment.I filed a claim for the fraudulent transactions but the bank denied it. Afterwards, my paycheck was directly deposited into my account, my wife also deposited her paycheck into our joint account.I contacted chase bank customer service and requested that they should deduct XXXX dollars from my checking account and transfer the money to the following merchants so that they don't come back to repossess my vehicles.XXXX XXXX {$490.00}, XXXX XXXX {$490.00}, XXXX XXXX XXXX XXXX {$400.00} and XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX {$490.00} On XX/XX/XXXX, I contacted the merchants and all of them stated that they didn't receive any payment from the bank.I called Chase Bank multiple times and they insisted that they remitted the above amount of money to the merchants.I then spoke with Chase XXXX department on XXXX different occasions, some of them told me that they did not pay the merchants and that customer service agents who stated that the merchants were paid did not tell me the truthXXXX department promised to recover my money and send it back into my account, I have been waiting for them to no avail.Some of them also said that they were going to forward the payments to the merchants yet it is all lies, The merchants have not received any payment from Chase, even this evening, I spoke with the merchants and none of them have received any money from Chase Bank..I visited XXXX branches of the bank on different occasions and spoke with the supervisors and bankers, They were all saying differently things which were not adding up.My money is missing, about XXXX dollars and the bank can't give account of it.Please, I will be grateful if you recover my money for me or ask chase bank to remit the money to the merchants.
Company Response:
State: AZ
Zip: 85027
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: i have unauthorized credit inquires on my report that I did not authorize.
Company Response:
State: NC
Zip: 28262
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Trouble accessing funds in your mobile or digital wallet
Subissue:
Consumer Complaint: I opened a business in XX/XX/2023. I chose to I opened a business in XX/XX/2023. I chose to go with XXXX XXXX for my accounting program. XXXX XXXX uses we pay for their payment system to receive payments online for my customers. We ran into problems from the beginning they are now holding {$1100.00} of mine and wont return it. On XX/XX/XXXX XXXX with we pay confirmed the settlement of {$1100.00} was under a normal state of review will take one to three business days. XX/XX/XXXX XXXX with we pay no longer processed my funds and it would be put into reserve for 120 days. XXXX with we pay on XX/XX/XXXX could no longer give me any more information. I contacted fresh books XXXX the senior team lead inform me I just needed to file an appeal. I have not heard anything since I did contact them today XX/XX/2023 we pay, XXXX with pay said that they would send it to the correct department.
Company Response:
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2023 I made a withdrawal from the XXXX Bank ATM at XXXX XXXX XXXXXXXX XXXX XXXX XXXX. I did not guard my input of XXXX XXXX card number into the ATM. After the transaction, while I was sitting in my car, I put my debit card in my lap. Evidently, trying to distract me, a XXXX came to my passenger window and offered me {$20.00}. I lowered my XXXX front windows and said, " The money isn't mine. '' While I was distracted by the XXXX XXXX, a XXXX XXXX evidently took my card through the driver 's side window. I left the premises for home. Once there, I realized I did not have my debit card. I immediately called the Chase fraud line and explained the above circumstances. I was told to destroy my debit card and another would be issued by Chase. I was also told to call the nearest police station. The next day, XXXX XXXX, I filed a theft report with the XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX, La XXXX, CA XXXX. {$1900.00} dollars had been withdrawn from my XXXX checking acct. XXXX concluded : I " authorized the use of my debit card and XXXX number. '' I said, " I did not. The thieves must have seen me put my number into the ATM. '' XXXX countered that and refused to look at the XXXX footage that would have captured the theft.
Company Response:
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
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/2023, XXXX charges ( from various towns within XXXX ) posted on my Chase Freedom credit card account that were fraudulent. I contacted Chase right away and informed Representative XXXX of the fraudulent charges and they removed them from my account. Approximately XXXX months later, these same XXXX charges ( with the same original posting date ) posted again on my account. I called Chase again and spoke to Representative XXXX. This person informed me that they had reviewed the charges again and that they found them to be not fraudulent, and thus re-posted them on my account. This person also told me that it was my fault for not reporting the card stolen when I called the first time back in XXXX. I explained that I didn't know the card to be stolen. In fact, I have the physical card to my account in my hand ( in XXXX ). Additionally, when I called Chase the first time back in XXXX reporting the charges as fraudulent, the card should have been marked comprised by Chase. Representative XXXX said they would reopen the fraud case. I received a call back from Chase a few days later and I, again, explained to another person ( Representative XXXX ) everything I've written above. I was even willing to prove that I had all associated cards to this account in my hand in XXXX Representative XXXX said they would get back with me. I have not received a call back but I did receive a letter in the mail indicating that they have again concluded the charges as not fraudulent. Overall I was not in XXXX at the time. I can prove I was in XXXX at the same time because I was getting my marriage license in XXXX, XXXX at the courthouse. Chase has not provided me any proof that the purchases made in XXXX at the same time were made by myself. Additionally, I don't have any proof of the physical card ( including number, expiration date and CVV ) of how the purchases were made. If this does not get resolved, I plan to file a police report and also file a complaint with XXXX. What I think may have happened I'm not XXXX XXXX sure because I don't have proof, but I did try to explain this to Representative XXXX was that the old, metal card that was the same card number as the compromised account, was stolen from the mail and used. I downgraded my Chase Sapphire account to a Chase Freedom account. When this happened, Chase mailed me out the new XXXX card ( plastic ) to replace my XXXX card ( metal ). At the same time, my husband downgraded his Chase XXXX to a Chase Sapphire account. Similarly, Chase mailed him out the new XXXX card to replace his XXXX card. We both mailed back our metal cards ( my XXXX, his XXXX ) in the pre-addressed card-return envelope back to Chase ( specifically used for the metal cards because they're hard to destroy ). In what can't be pure coincidence, BOTH of our associated Chase accounts were comprised on or around the same date in XXXX and also in XXXX. We believe that the cards that we mailed back to Chase- in the Chase provided envelope - must have been stolen in the mail on its way back to Chase. If this is what has occurred, I would ask Chase why the downgraded cards were not placed out of service at the time the account was downgraded and a new card was issued for the account.
Company Response:
State: TX
Zip: 76039
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023 at XXXX, me and my husband went to a local Chase bank branch located at XXXX XXXX and used their drive thru ATM service to deposit money. We had {$1900.00} total in cash that we wanted to deposit. On the first attempt, we deposited {$940.00} which went successful. However, on our second attempt to deposit the remaining {$1000.00}, the ATM took the money in but revealed an error and gave me a receipt showing two transactions, one being the {$940.00} and the second one showing " Not Available ''. My husband and I took the receipt and the first thing we did was we went inside the branch to ask for assistance, the staffs replied saying that we have to call the number on the receipt. As soon as we got out of the branch, I called the number and reported the situation. I told them all the information they needed to file the claim and they told me they will give an reply in a few business day. On XX/XX/2023, Chase Bank deposited a temporary missing credit of {$1000.00} into my checking account and I was informed by email that they still needed to perform an investigation. On XX/XX/2023, Chase Bank took away the {$1000.00} missing credit and never informed me by email or phone regarding this decision. On XX/XX/2023, I logged into my checking account to see that Chase took back the {$1000.00} credit, immediately I called Chase Bank and after I was transferred to the claim department, I told them the situation and asked them the reason for the withdrawal. The claim department told me it was because they did not discover my money in the ATM during the investigation. I explained that I truly did deposit money in the ATM and they replied saying that if I need to provide a proof. I told them that I got this money from my mother who opens an restaurant and gave me the money directly from the cashier in cash and asked them what kind of proof do they accept. The agent did not answer my question and kept repeating that I needed some kind of proof and gave me their fax number to send the proof to their department. Till this day, Chase did not resolve this problem and my money is still not returned.
Company Response:
State: NY
Zip: 12533
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: close account of prepaid card XXXX XXXX over limit request of me customer with Providian bank
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I deposited a fraudulent check then realized it was fake. i disputed the transaction on my account, went to a chase bank branch and they said they couldnt do anything. i called customer service and the fraud department and once again was told they cant do anything. i am in the negatives of over XXXX dollars despite not using the check and taking every necessary step to keep the transaction from actually going through.
Company Response:
State: TX
Zip: 75028
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A