Date Received: 2023-03-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Chase bank is blocking ALL avenues of communication to resolve freezing $ XXXX & even harassing us my mocking attempts to talk! My brother 's inquiry into his old acct had been mis-labelled " fraud '' ( by bank teller ) on my mother 's new checking acct. They froze my mom 's new acct. I submitted POA in order to resolve. Chase will NOT honor POA. Now Chase REFUSE to speak to any of us my mother-owner of acct my brother who wants to withdraw inquiry & is trying to eliminate claim of fraud or me -- I've gotten a Power of Attorney in order to speak for my mother, but Chase refuses to honor it Chase instead sends us on ENDLESS loop of call this dept who transfer & disconnect & /or say they can do NOTHING Finally a person from " escalation '' ( XXXX ext XXXX ) phones me & asks ME to verify myself -- since she called me & I'm tired of jumping thru hoops that DO NOTHING I say no. You can verify by calling me back. She does not call back I call her back & she refuses TO SPEAK TO ME TIL 3 MORE DAYS. That's just a control & HARASSMENT move to let us know they are in 100 % control. There was NO REASON to not speak to me & make me wait 3 more days while my mom has XXXX money for food & to pay bills. Her $ XXXX is frozen with NO AVENUE for resolution. Chase is just keeping her money & MOCKING our endless attempts to resolve this. Their whole strategy is to keep my mom 's money & NOT speak to any of us! Chase needs to open avenues of resolution not play control games to NOT speak to issue
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX. # XXXX XXXX, IL XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX Re : Complaint against JPMorgan Chase Bank , N.A . regarding Identity Theft and Discrimination Dear Sir/Madam, I am writing to file a formal complaint against JPMorgan Chase Bank , N.A . for their mishandling of an identity theft case, apparent discrimination, and failure to provide proper guidance or assistance. This ongoing issue has severely impacted my financial well-being and caused undue stress and hardship. Back in XX/XX/2021, I discovered that four accounts were involved in an identity theft case : two legitimate accounts ending in XXXX & XXXX that I had opened, and two fraudulent accounts ending in XXXX & XXXX. One of these fraudulent accounts belonged to another Chase customer who was also a victim of identity theft. When I contacted Chase 's Claims Department in XX/XX/2021, I was advised to complete claim forms. I visited a local Chase branch and was assisted by an employee named XXXX XXXX who filled out the forms on my behalf and faxed them to the Claims Department. After multiple attempts to fax the documents, I had the Branch Manager personally handle the situation. Despite following up with the Claims Department for seven months and speaking to numerous agents and supervisors, I was later informed that the claims were approved for the other victim but not for me. After more than 100 calls, I was finally told by a manager in claims that I should have completed a Fraud ID claim instead of the teller withdrawal claims I was initially advised to complete. It was acknowledged that this mistake was made by lower-tiered agents who could not understand the full scope of the issue. As a result of their misguidance, my accounts were left with a negative balance of over {$28000.00}. I then submitted the Fraud ID claim as instructed, and a supervisor informed me that once the claim was approved, it would resolve the other claims for teller withdrawals. However, no resolution has been provided despite my persistent follow-ups. I even had the Branch Manager XXXX XXXX escalate a complaint on my behalf, but I never received a call or follow-up from Chase. This ordeal has cost me not only my own personal funds but also the money from my payroll checks deposited into the affected accounts. I am deeply disappointed in the lack of accountability, empathy, and professionalism displayed by Chase in addressing this matter. I believe I have been subjected to discrimination, as the other victim in this identity theft case received prompt attention and resolution, while I continue to suffer the consequences of the bank 's negligence. I kindly request that the Consumer Financial Protection Bureau investigate this matter and take appropriate action against JPMorgan Chase Bank , N.A . I seek a full and fair resolution, including the reversal of all fraudulent transactions, reimbursement of any lost funds, and the removal of any negative credit reporting due to these fraudulent activities. Thank you for your attention to this matter. I am confident that with your assistance, justice will prevail. Sincerely, XXXX XXXX
Company Response:
State: IL
Zip: 60201
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On or around XX/XX/XXXX, I opened a Southwest credit card that was through Chase. There is a {$140.00} annual fee and one of the perks is that each anniversary year, you are comped for 4 upgraded boardings. ********* My annual fee was charged on XX/XX/XXXX and on XX/XX/XXXX, an upgraded boarding was posted. There was another one ( for the return flight ) that posted on XX/XX/XXXX. While checking my statement, I noticed the XX/XX/XXXX one had been credited but not the XXXX one. I opened a secure message on XX/XX/XXXX to Chase and asked if someone could clarify why one didn't get credited. ********* When I received no communication by XXXX, I sent a follow up question asking about the status. What followed was a comedy of errors that was decidedly unfunny. ********* I received a phone call on XXXX from Chase stating that they needed more information to research my " dispute ''. When I called back, I explained to the rep that I wasn't aware there was a dispute that I was just asking for clarification. She asked for details about why I thought that the charge was supposed to be credited back and she stated I needed to send documentation to prove this claim. After trying to figure out what paperwork I had that Chase didn't already have ( this was THEIR card and THEIR perk ), I tried sending in screenshots of when my annual fee was charged, the date the flight took place, and that I still had ( and to this day still have ) 3 remaining boardings that could be used this year. ********* After much back and forth, I get a mailed letter that states " this is not something that can be resolved with a dispute ''. The end. No instructions as to who to contact, why they tried opening it as a dispute to begin with, nothing. ********* On XX/XX/XXXX I called the number on the mailing and asked what the next step was. The rep that I spoke to said they couldn't help because this was handled through XXXX and transferred me to the XXXX XXXX service line. The rep that answered that call was as confused as I was as to why I ended up there and said that I probably needed to talk to XXXX XXXX XXXX, and transferred me there. That rep confirmed what I had thought all along that this was a CHASE card with CHASE perks and CHASE was the one that needed to sort this out. She tried transferring me to a Chase line but it didn't work correctly so she just gave me the number to call. ********* Calling that number put me in touch with a rep who, upon listening to me tell the same story for the fourth time that day, was apparently very helpful and understanding. He looked into my account history, confirmed my opening date is in XXXX, confirmed that I had slots open for the boarding credits, and that it appeared to just be a slight glitch in the software. I work in the banking industry so this was not an unreasonable assumption. He stated that he was sending my case with the write-up to his marketing team because of my poor customer service experience and I would be getting a letter " shortly '' confirming the credit had been issued. I asked him for a confirmation number or something that could verify that this was going to happen and he said he didn't have that but his name was XXXX and that this was a recorded line so the logs could be pulled ( again, not unreasonable given my experience ). ********* Fast forward to XX/XX/XXXX when I receive a letter in the mail from Chase stating that the charge stands. Since I didn't get home before their support line closed for the night, I reached out to their help on XXXX who said that they couldn't help because the charge was before my upgraded boardings reset for the year. ********* I was very annoyed at this point because 1 ) I had someone already confirm that this should have been a credit and 2 ) IF that was the case, that this was before the reset date WHY didn't anyone say that when I asked the FIRST time? Why did I have to go through all the hoops of a dispute that wasn't a dispute? Why couldn't that have been stated by ANYONE I talked to at ANY of the times I called in? ********* When I saw that Chase was not accredited with the XXXX and the score they do have is very low, I posted on my XXXX page this morning ( XX/XX/XXXX ) and tagged @ chase. One of their team reached out and said send them a DM and they'd look into it ( same as the XXXX one ). Feeling like I had nothing to lose, I sent them a message. They came back and said they were reaching out to the marketing team and would reply with an update. They finally came back and said the " transactions do not qualify at this time ''. They didn't address the fact that there was ( or least 'should ' be ) a recording of an agent telling me the exact opposite.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
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: XX/XX/XXXX, I contacted Chase Bank travel department to make arrangements to book a flight from XXXXXXXX XXXX to XXXXXXXX XXXX, The reprke with " Mesentative that made the travel arrangements told me that I could " change '' the reservations within 24 hours if necessary. I took notes on our phone call as I had a problem with chase travel when booking a flight in XX/XX/XXXX. I spoOn XXXX '' I realized later that same day that my relatives were returning on a day earlier than my flight was initially scheduled, I called back chase travel the next morning XX/XX/XXXX much earlier than the required 24 hours were set to expire. I explained my need to change the reservation to return on monday XX/XX/XXXX, instead of Tuesday XX/XX/XXXX to the representative who said his name XXXX XXXX. XXXX at that point told me that the reservation could only be canceled within 24 hours without a fee and that the 24 hour poilcy does not apply to changing to the existing reservation. I explained to XXXX that this was not explained to me in my conversation I had with the representative I spoke with on Sunday XX/XX/XXXX. Due to the need to attend My sister 's funeral being held on XX/XX/XXXX, ( I can supply a copy of the Obituary ), I had little choice but except to pay an additional amount of {$170.00}. I requested to speak with a supervisor. I was transferred to XXXX XXXX.I explained the problem, XXXX said she would investigate the call by listening to it and call me back on Tuesday XX/XX/XXXX, XXXX finally called me back that Wednesday XX/XX/XXXX. I missed her call but immediately called back and got transferred to another supervisor by the name of XXXX. XXXX read the notes that XXXX had left in my file stating that XXXX told me the 24 hour policy only referred to cancellations and not flight changes. I explained to XXXX that I dissagreed with XXXX 's findings and requested to be conferenced in on my call with XXXX so that I could be satisfied with what my notes indicated, XXXX agreed that my request was reasonable and that she would call me back possibly that same day.XXXX never called back. Finally on XX/XX/XXXX, I did a follow-up call and spoke with yet another different supervisor who said his name was XXXX. I yet again explained everything. I advised XXXX that a fair solution would be to credit my charge card for the additional {$170.00} since they will not allow me to listen to the call. XXXX said it is against Chase policy to allow customers to listen to a call of them speaking with customers. when I asked XXXX where I could review this poloicy on chase website, he couldn't or wouldn't provide me that information, neighter would he agree to email me information for my review of this policy. I then asked for the internal dispute/appeal process and he said There is no internal process that I can access to either listen to my recorded phone call or have my credit card credited back the additional funds of {$170.00}. This is not fair as It is chase respresentives word against mine. Why should I accept what they are telling me. THey are acting as judge and jury, They expect me tojust accept what they are telling me without any proof. my notes clearly indicate that I was not told about the change in reservations within 24 hours only applied to cancellations and not actual flight changes. I
Company Response:
State: NJ
Zip: 07871
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My account was overdrawn by a fraudulent merchant, I advised and alerted chase. Upon review and escalation of the overdrawn funds, chase asked me to deposit funds to make it to event. I then said I can not deposit funds due to it being fraudulently taken out my a merchant. Chase then closed my account in the midst of the investigation and stressed me out.
Company Response:
State: CA
Zip: 91387
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
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 am disputing any and all charges From XXXX XXXX. This was a free trial offered, see attached emails from XXXX XXXX. This was cancelled within the time period allowed. XXXX XXXX has continued to charge me for the original amount of {$310.00} if even though it refunded me initially but charged it back again. XXXX then charged me an additional charge of {$530.00}, which I disputed the charges immediately, but to no avail. The credit card company resolved the the dispute in their favor before I even had a chance to reply. See attached dispute, dates and correspondence.
Company Response:
State: NM
Zip: 87107
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Today on XX/XX/2023.. i talked to someone on the XXXX about a service.. I requested XXXX $ from me to start.. when I sent to him by XXXX ( chase bank ) .. he tell me he want XXXX $ more .. i knew from that he scammed and stole my money and i tell him to send it back but he blocked me on the XXXX and he doesnt send it..
Company Response:
State: MI
Zip: 48228
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: To whom this may concern, I, XXXX XXXX XXXX, hereby that this statement is true to the best of my knowledge. On XX/XX/2023, I received a text message at XXXX from XXXXXXXX XXXX XXXX XXXX XXXX ( XXXX ) asking if I attempted a XXXX transaction in the amount of {$3500.00} and to respond yes or no. I responded no and was told thanks for the confirmation and one of our representatives will be contacting you shortly. I received a phone call from XXXX XXXX customer service department ( XXXX ) shortly after XXXX. The caller introduced themselves as a XXXX XXXX representative and said their name is XXXX XXXX. I was asked to confirm my first and last name, verify the amount in my checking and savings account for confirmation. I was then asked about the XXXX transaction and two wire transactions from my savings account in the amount of {$9000.00} and {$8500.00}. I explained that Ive never done a wire transaction and was asked if I was traveling because the two pending transactions from my savings account were showing an IP Address in XXXX Georgia. I logged into my account and told them I didnt see anything pending. I was told I wouldnt be able to see it on my end yet and could revert it back to myself before it started reflecting on my end. He then proceeded to walk me through a XXXX XXXX process on how to reverse that payment. He told me to go to my savings and make a wire transaction to myself in the amount of {$9000.00} and {$8500.00}. Told me this was a Manual Reversal. Told me to put my number in and myself ( XXXX XXXX ) as the recipient and label it as a Manual Reversal. I asked if I should use my account number when sending and he said not to use my account number because whoever was trying to get the money could possibly see my account and try to intercept. He gave me a number to enter and said it would show XXXX XXXX that the transaction is unauthorized and that Im trying to recall it to myself. The number he gave me wasnt as long as my account number with XXXX XXXX, so I didnt believe it was an account number. I later learned that the number was an account number to a JP Morgan Chase account. The account number he provided me with is XXXX and the routing number is XXXX. The account is still active at Chase and Chase is aware of the situation. He ( XXXX XXXX XXXX explained how I would receive a code via text message. I provided them with the code and was told that I would have to confirm the reversal. After doing so I explained that I could now see those two pending transactions leaving my account and was told I was suppose to see that and the money would be reimbursed to my account within 24-48hrs. Told me if I needed money to go inside of a branch. I started recording the conversation because I felt it could be a scam. XXXX asked if I would like to law enforcement involved and told me to file a police report. XXXX asked if I had to use my account any that day and informed me not to do any online ordering and to not use my debit card at any stores or outside gas pumps because it could interfere with the payment process being reversed. XXXX then said he would call me back with more details about this case & provide the case number. Told me he was my case manager and asked when would be a good time to call me back and that I would not need to call them because XXXX XXXX would call me once everything was handled. I questioned the call and he read out my email, the number he was calling from, his name and employee ID number ( XXXX ) to verify who he was. We talked for a total of XXXX. After ending the call, I immediately called that same XXXX XXXX number back, went through the automated system, spoke with a representative about the situation and was informed that I was indeed scammed. At this point, while on the phone with the real XXXX XXXX representative, I received two more calls from the same XXXX XXXX number that I was currently on the phone with. After not answering, I received two private calls. After not answering that, I received a text message asking the same question about a XXXX transaction but this time from a different number ( XXXX ). Later that night at XXXX, I received a call from ( XXXX ) which is a XXXX XXXX XXXXXXXX number. I feel as if this was the same scammer calling me back. The scammers continued to call up until the next morning XX/XX/2023. That afternoon, I went to the XXXXXXXX XXXX Department, XXXX XXXX and from there was told to contact XXXX XXXX XXXX Department to file a report. I called and requested for a deputy to come out to my home. XXXX XXXX XXXX and XXXX XXXX XXXX XXXX took my report. From there, XXXX XXXX XXXX was assigned to my case. Ive reached out to Chase and XXXX XXXX plenty of times throughout this process and have been passed around from person to person. When questioning their shady behavior with me, I mentioned to one banker that Im starting to feel like its an inside job. He was sure to inform me that XXXX XXXX had plenty of money and they did not need mine. I informed him that I would close my account because I didnt feel protected and didnt feel as if I was a valued customer. XXXX XXXX has gave me different answer, three different time for the same issue. I was told there wasnt any money to return. Ive been told that Chase cant get in touch with the account holder to give permission to send the money back and Ive been told that XXXX XXXX is reaching out to Chase but Chase isnt replying. XX/XX/2023, I received another text message from ( XXXX ) asking the same XXXX question except this time, the scammer asked if I attempted to make a {$3500.00} transaction to a Chase Bank recipient and to reply yes or no. After seeing that, I went to my old messages and saw where a Chase bank recipient was mentioned in the second message I got on XX/XX/2023. I did not reply. I called XXXX XXXX and alerted them about the message I received and provided them with the number which the message came from. I was told by a XXXX XXXX representative that it might be best if I spoke with Chase. I went to Chase in XXXX NC and spoke with them face to face, myself. I spoke with a banker by the name of XXXX and her branch manager, XXXX. XXXX explained to me how their poly in place explains how if the account holders name and the recipients name are different, the funds would be rejected and returned from the account in which it was being sent from. She also confirmed that I ( XXXX XXXX ) was not the account holder but I was the recipient for those funds. I explained to her that I never received those funds but I did lose them. She couldnt give me any information on the account being that Im not the account holder but she did try to help as much as she was allowed. XXXX called their fraud department and we spoke with someone named XXXX. XXXX called someone by the name of XXXX and spoked with her privately. Said we couldnt talk to her. Once he returned, he informed me that I need to have XXXX XXXX call JP Morgan Chase so the banks could work with each other on returning those funds. The latest update I have from XXXX XXXX is on XX/XX/2023. I went inside the XXXX branch and spoke with XXXX XXXX about re-opening my claims or opening a new one since mine was recently closed again. By the way, XXXX XXXX went above and beyond to try and help me with this situation for over an hour on the phone getting transferred from person to person. In the end, we were told that no matter how many claims I open, my results would end the same. With XXXX XXXX not returning the money. I was also told the day before by XXXX XXXX that if the money was sent from my card, Id be reimbursed but because it was a wire, its my responsibility although both ways of transactions are linked to the same account. My name as the recipient is different from the name on the account that my funds was illegally transferred to.
Company Response:
State: SC
Zip: 29550
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I recently went into the bank and provided them with my dba which was from 2020. I received a check that was made out to my XXXX XXXX XXXX name and did not realize the bank did not have that info. Then I received a letter that the bank was closing my account. After more than 20 years with various accounts with this bank they are closing my account. It is a hardship to move everything over and it may cause penalties and fees as I navigate a switch during these busy times. Im concerned of fraud as I see no reason to close my account and they wont share. This should not be legal not to disclose. And also Id like to know if they are closing because I am a person of XXXX and they are unjustly targeting me.
Company Response:
State: CA
Zip: 90230
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
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 contacted Chase and XXXX a total of 15 times and this is still not resolved. I returned an item to the merchant and the merchant received it back on XX/XX/XXXX and it was finally credited to my account for {$130.00} but the credit is showing on XX/XX/XXXX which isn't correct, but the credit amount is correct so that is acceptable. Now I have a credit of {$130.00} that was issued on XX/XX/XXXX, this is not correct. My account balance should be {$130.00} as this credit was issued in error on XX/XX/23. Every time I call and try to speak to a manager I am placed on hold - for over 20 minutes. Again, literally 15 calls to dispute this one transaction and it still isn't correct. I need the account adjusted to show that I owe {$130.00} - as the credit issued on XX/XX/23 is in error, I will make the payment and be done with this company.
Company Response:
State: CO
Zip: 80241
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A