Date Received: 2023-12-21
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have had several complaints with Chase Bank -specifically my Chase United Airlines Card- and these complaints have not been thoroughly addressed and answered. First and foremost, I have been a victim of identity theft, and my credit reports reflect this and as a result, there has been severe damage to my credit report. Chase has been nothing short of a nightmare to deal with and they have caused me great XXXX and stress and have been a detriment to my mental health. Chase closed my United Card unbeknownst to me and I never received and notification stating that the account would be closed and closed without notifying me. In addition, Chase sent me several letters stating they investigated my fraud claims and that I " received benefit '' on the fraud claims that I clearly did not receive benefits on. Therefore I want to know extensively and a detailed report on the " investigation ''. Not to mention, Chase suddenly decreased my credit line without notification either. Chase has caused me to have severe XXXX and I am unable to sleep and it has affected my work and home life I have had nothing but a terrible experience with Chase Bank and their representatives. They were never helpful and were always quick to be rude and make me feel the lowest I have ever felt in my life. I deserve an explanation to my complaints and concerns and I want them to be addressed thoroughly in writing. It is my right as a consumer to have complaints sent to me in writing only. Per 15 US Code 1681a ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( I ) report containing information solely as to transactions or experiences between the consumer and the person making the report In addition, I have reported this to the FTC, XXXX CFPB, and Credit Bureaus/Agencies .
Company Response:
State: TX
Zip: 773XX
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Chase notified me by letter on XX/XX/2023 that it was closing my Checking, Savings, and two credit card accounts. The accounts closed on XX/XX/2023. I understand the reason they closed ( there was an unfortunate instance where my accounts were compromised. Chase resolved this at the time by re-papering my accounts and they were able to stop hackers from using my personal data to open fraudulent accounts ). I have no issue with this. In the letter, Chase outlined very specific action steps to take before XX/XX/XXXX. My complaint is they never listed that they would not allow me to electronically download my Statements. I have a lot of activity and I need to download activity electronically into XXXX XXXX. I work for a XXXXr and we offer access to electronic statements for up to 2 years after an account is closed. I made a formal complaint with the branch. Chase did provide me with printed statements but the need is for electronic access to PDFs or XXXX. Please ask Chase to be more specific in their formal letters to clients when they act to close a client 's account. To be specific about not having electronic statements when notifying clients about their account closure. XXXX XXXX
Company Response:
State: CT
Zip: 06824
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: Dear CFPB, I used the Chase online wire payment to send in my escrow payment in XXXX XXXX, XXXX. The escrow company provided the XXXX and account numbers to their XXXX XXXX XXXX escrow accounts. When I typed in the provided XXXX code, Chase 's website automatically accepted and updated the routing number to XXXX XXXX XXXX routing number. As I continued to type the account number, the system didn't tell me they had converted my XXXX code. I didn't understand the conversion it used and switched to a different XXXX XXXX XXXXXXXX routing number in XXXX. Unsuspectedly, I sent out the wired payment of {$10000.00} USD using the incorrectly converted routing number by Chase on XX/XX/2023 at XXXX XXXX XXXX. Chase did not eject the transaction nor notify me of the conversion. At XXXX XXXX XXXX on XX/XX/2023, I confirmed with the escrow company that they didn't receive the wired money. I went to the Chase Bank branch in XXXXXXXX XXXX. They asked me to call the Chase Wire tracking team and report the issue. I did open the case and asked for the wire to be recalled. They only said they couldn't guarantee the recall of my wife, and I would need to wait until XX/XX/2023 to find out. I didn't have any other choice except I had to agree with their term. My wife and I called back at a later time, but the Chase rep just repeatedly said that they couldn't help us and that we had to wait until the receiving bank did their investigation. My Chase case number is JPM-XXXX My wife and I appreciate help from CFPB.
Company Response:
State: FL
Zip: 33327
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: ****not a duplicate complaint**** On XX/XX/XXXX, I deposited a check from XXXX XXXX into my Chase savings account. The following day, on XX/XX/XXXX, I discovered that my account was frozen when attempting to transfer funds from savings to checking. After contacting Chase on XX/XX/XXXX, I was informed that the entire account was frozen due to check holds, and I was advised to call back on XX/XX/XXXX to resolve the matter. Despite my efforts, on XX/XX/XXXX, I was told that the account remained frozen, and they needed to verify the check from XXXX XXXX I was instructed to call back the next day. On XX/XX/XXXX, during my call, I learned that my account would be closed if not resolved by XX/XX/XXXX. During the attempt to verify the check, I was informed that there was no associated phone number for XXXX XXXX in the Chase system, rendering verification impossible. I discovered that the funds would be held for 2 to 3 years and, if not verified, sent to the state. Despite my pleas, the representative provided no steps for verification and claimed there was nothing they could do. Having deposited all my money and transferred my direct deposit, I now face months without access to my funds, causing significant stress, inconvenience, and financial hardship. The lack of transparency in this process is deeply concerning. I was not informed about the need for verification until XX/XX/XXXX, with no guidance on completing this process or registering XXXX XXXX XXXX phone number. Additionally, Chase waited until after the check cleared to notify me that it was being held, which feels extremely predatory. Had I known sooner, I would have asked XXXX XXXX to put a stop on the check with his bank. Chase 's verification process is flawed, and their phone number verification system is inaccurate. To verify the check, Chase must match XXXX XXXX XXXX name to a phone number in their system. Despite having his actual phone number, they refuse to use it, citing that " it's not verified. '' His actual phone number does not verify to him in their system, which contains wrong and outdated numbers for him. When I ask how to get a number verified or where they get their phone numbers from, they say they cant share that. I have made upward of XXXX calls, visited the branch, and filed a complaint with the CFPB in an attempt to find a path to verify the check. Every response I receive is that there is nothing they can do, and until they have a verified number for XXXX XXXX, they will continue to hold the funds. ( Though they cant tell me how to get his number verified ) I have proposed several alternatives, all of which have been declined : 1. Provide instructions on how to get his number verified. 2. Both of us walk into a Chase branch together. 3. Provide a notarized letter. 4. Chase can contact his bank for verification. 5. Return the funds to him ( an obvious solution if they suspect fraud and won't release the funds to me ). Looking for any advice on how to resolve this. At this point it feels like Chase has taken the money and have no intention to release it.
Company Response:
State: TN
Zip: 37421
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am writing to formally file a complaint regarding a series of fraudulent transactions that occurred on my Chase bank account. My name is XXXX XXXX, and I am seeking your assistance in resolving this matter. On XX/XX/23, I reported two unauthorized transactions ending in XXXX, amounting to {$350.00} and {$320.00}, to Chase bank. Subsequently, the bank canceled my card and assured me that a new one would be issued. However, on XX/XX/23, I discovered two additional pending transactions, also ending in XXXX, with amounts of {$320.00} and {$350.00}. Additionally, two transactions ending in XXXX, totaling {$350.00} and {$320.00}, were debited from my account, accompanied by foreign exchange fees of {$10.00} and {$9.00}. Notably, these transactions occurred before I received the replacement card, indicating unauthorized card use. Despite filing claims for all four transactions in person at a local Chase branch on XX/XX/23, the bank rejected my claim for the two transactions ending in XXXX. I made additional efforts to address the issue by contacting Chase customer service on XX/XX/23, explaining the situation three times. Unfortunately, I was informed that the bank requires further documentation to substantiate my claim of non-involvement in these transactions. I believe this matter requires urgent attention and investigation to safeguard consumer rights and financial security. Please find the attached documents for your reference. Your prompt intervention and guidance in this matter would be highly appreciated. Thank you for your attention to this serious issue.
Company Response:
State: AZ
Zip: 85013
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Chase Bank fraudulently charged my credit card ending in XXXX interest of {$22.00} not {$2.00} even after I paid off my credit card and it didn't go into the next billing cycle. They have also been charging me {$28.00} on credit card ending in XXXX while I paid off my credit card in 2019. They have charged me an excess of {$1200.00} and I am due a refund. I have left messages without a response. I have also sent an email to XXXX without a response. Nothing has been resolved. Also, my banking information was provided without verifying that I am XXXX XXXX with phone number, address, credit card or banking information by XXXX from the XXXX and XXXX XXXX XXXX Chase Bank location. I am concerned how easily my private banking information was provided without verification. Nothing was addressed nor have a I received a response from the company at their email no did they provide a phone number to call.
Company Response:
State: AZ
Zip: 85255
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2023 I wired XXXX from XXXX XXXX to chase bank checking nr XXXX because the recepient has an account with the Chase Bank, the XXXX went thru. After I noticed few days ago that it was scammed, I immediately reoietec it to my bank which is the XXXX XXXX, then XXXX XXXX started their investigation hoping to recover my XXXX, they sent three times request to the Chase Bank however, the Chase Bank did not reply. I wrote this complaint to you so I can get my money back hopefully.
Company Response:
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Chase has caused me sever emotional distress to the point where I had to check in at the XXXX XXXX today. I have been experiencing a XXXX XXXX I left XXXX to visit LA. I had called the bank to file disputes on some charges for some refunds I am entitled to and Im supposed to get which never arrived. Me and my partner XXXX who I have this account together with, are in LA. My card had been closed cause of the claims and I was issued a new card which was shipped to my address that I dont live in anymore despiste me updating the mailing address at the branch. I was trying to use my digital card to place a food order it declined. I called the fraud department and they said the card has been locked due to suspicious activity ( mind you its a XXXX charge ) and I cant verify you over the phone youll have to go to the branch tomorrow morning. Im like okay thats fine. I went back to the branch to unlock my digital card and I asked if they can expedite me a new card to my hotel so that I can live and function since this is my account I use for work as well. While I was at the branch, I spoke to a rep there for 1 hour she called the back office to unlock my card which they did and she made sure everything was good in my account and Im good to go. I went to grab lunch my card was active again and I was able to purchase food. I walked over to a different store to grab some vitamins, I was trying to transfer money from my savings into my checking, the app wouldnt allow me to transfer any funds from both ends. It wasnt working for me or my partner either who was there with me. I called costumer service AGAIN, she said your account has been restricted by the back office and its asking that you go to back to the branch and we apologize cause you did mention you were just there. Im like okay Ill go back to the branch. I went back to the branch I spoke to the same rep XXXX XXXX and she called the back office to see why my account is restricted when she just asssured me that everything is good. The gentleman from that back office asked to speak to me and asked me a bunch of security questions about my past addresses to verify me even though I was present at the branch with an ID, PASSPORT, SOCIAL and other debit cards I have with other banks. He proceeded to ask me if I remember filing disputes on my account for some charges, which I gave him a full explanation that yes I did file disputes cause Im entitled to file them for refunds Im entitled to. He said let me check all the information I wan na make sure that we are not removing the restriction prematurely. He put me on hold and came back told me that my account will remain restricted until the claims are settled and you can not withdraw, use or make any activity on the account until then. Im stuck in LA with no access to my funds. Yesterday when my bank was restricted I had {$300.00} on my savings and I had {$9.00} usd on my checking, I had no access to it the entire day so no activity was made on the account from either of our accounts. Today this morning, I woke up and logged in to check what the status is of all of this restriction situation or if I see any new letters my balance has updated to this : - XXXX negative and no transaction documented on the actual account as to where this balance came from. And our savings went from {$300.00} to {$800.00} overnight while we were asleep and we didnt have access to any changes on the account everything was restricted including payments coming in. I called costumer service right away after seeing this, I was told that they dont know either and i got transferred to 4 different departments who couldnt give me any answers as to whats happening with our accounts and the balance changes when we dont have access to any function on the accounts. Restricting an account, not giving me any answers to whats happening with all of these constant balance changes but no transaction history when we dont even have access to it its just insane and we/me and my partner have both been extremely distressed by this situation and my partner has had this account for years I joined his accounts when we moved in together. We are in LA still and stuck with no access to our account. Chase wont provide any help neither any helpful information besides to wait. I have been crying all day I dont know what to do and I dont know what steps to take. This is just a bizarre situation. Blocking our entire account cause of disputes that Im entitled to file for payments that were supposed to be returned to me is bizarre to me especially when I cant even access our funds. Im truly devastated and depressed from this especially being on another state. I feel like a crazy person checking chase mobile every 2 seconds to see if they have unblocked our account. Im stressed the account was brought from XXXX yesterday ( the account was restricted the entire day yesterday as well according to chase no activity was allowed and we certainly didnt have access to any features on the account ), today the account is still restricted however this morning the account has been overdrawn by XXXX usd which will cause of overdraft fees. Theres no transaction history on the account since yesterday that could explain this negative balance, no transaction to explain as to why this negative balance appeared magically. An additional of {$500.00} usd was added to my savings which made it {$800.00} and no transactions listed since yesterday morning on that either that can explain where this {$500.00} came from. We are confused, angry and very frustrated to say the least. We did not overdraft this account. And no one on the phone can explain why its over drafted they also didnt see any transactions on their end. I have documented every time I have logged in on Chase mobile and Chase records phone calls they can simply listen to every phone call we have made to them.
Company Response:
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I deposited a check from a customer on XXXX XXXX in the amount of {$6200.00} and allotted several days for the funds to deposited into my account. Chase Bank deposited the check into my account and I utilized the funds only for check to be canceled on XX/XX/XXXX leaving me debt and over extended my account. After numerous hours/days, Chase Bank informed me there is nothing they can do despite me trusting their resources only to pull back the funds. Chase informed me the check was fraudulent but they deposited the check and only advised me a week later that the check was fraudulent. I already utilized the funds and Chase is now shielding themselves and leaving their customer, me, to absorb the fraudulent activity. I requesting Chase to cover the {$6200.00} expense - nothing more.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Unfair Treatment Regarding Advertised Bonus : Chase Checking and Saving Account Opening To Whom It May Concern, I am writing to file a formal complaint regarding the unfair treatment I experienced while attempting to avail myself of a promotional bonus advertised by XXXX. On XX/XX/XXXX, I initiated the process of opening both a checking and savings account via the provided email link, specifically aiming to qualify for the {$900.00} bonus after fulfilling all stated requirements. The advertised bonus was explicitly outlined, detailing that it comprised {$300.00} for meeting the checking account requirements, an additional {$200.00} for meeting the savings account criteria, and a further {$400.00} bonus for successfully completing both sets of conditions. Notably, the button indicating " Coupon code applied when you click 'Open both accounts ' '' was prominently displayed in the advertisement. I had previously held a XXXX college checking and savings account, which I closed around XXXX of this year ( 2023 ). Per the terms, the bonus was not eligible for customers who closed their XXXX accounts within 90 days. At the time of my application, it had been over XXXX months since the closure of my accounts, rendering me eligible as per the stipulations. On XX/XX/XXXX and XX/XX/XXXX, I fulfilled the criteria for the checking account by making direct deposits totaling {$500.00}, as required for the {$300.00} bonus, diligently meeting all the specified conditions by the given deadlines. Also, I made the deposit of {$15000.00} to fulfill the saving account bonus requirement. However, on XX/XX/XXXX, upon inquiring about the status of my bonus via customer service, I encountered conflicting information. The first representative claimed my ineligibility due to an existing account, which conflicted with the terms outlined. Subsequently, a second representative asserted that I had failed to apply a coupon code during my application process. However, I was under the impression that the coupon would automatically apply upon using the designated link, as indicated in the advertisement. In an attempt to rectify this discrepancy, I visited a local branch on the same day at XXXX XXXX, hoping to clarify and resolve the issue. Regrettably, the branch representative could not identify any coupon associated with my application and advised against further online attempts, citing the branch 's lack of access to application information. This left me feeling incredibly frustrated and aggrieved, especially considering that I had diligently fulfilled all stipulated requirements, only to be met with a lack of acknowledgment and accountability on XXXX 's part for their apparent technical shortcomings. I strongly urge the Consumer Financial Protection Bureau to investigate this matter and ensure fair treatment for consumers like myself, who have acted in good faith and complied with all advertised terms, only to face undue complications and denied entitlements due to apparent systemic issues within XXXX 's application process. I would appreciate a swift and thorough investigation into this matter and a resolution that upholds fairness and accountability in consumer dealings. Thank you for your attention to this issue. Sincerely,
Company Response:
State: NJ
Zip: 07094
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A