Date Received: 2023-03-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Theft from a Chase Bank Account occurred and so far Chase Bank has been less than willing to correct the errors. The theft is in excess of {$69000.00}. The theft occurred against my brother 's bank account after his death on XXXX XXXX XXXX
Company Response:
State: TX
Zip: 75220
Submitted Via: Web
Date Sent: 2023-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-18
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX insufficient funds fee XXXX pass XXXX insufficient funds fee XX/XX/XXXX XXXX XXXX XXXX caused XXXX insufficient funds fee XX/XX/XXXX XXXX payment on XXXX ( XXXX insufficient fee ) XXXX XXXX XXXX XXXX XXXX insufficient fee ) XXXX XXXX XXXX XXXX ( XXXX insufficient fee ) Small business affected by covid Recieved insufficient funds fee for transaction above. XX/XX/XXXX my debit card was locked and those were Reoccurring fees. Contacted institution XX/XX/XXXX in regards to some of these fees and was denied a reversal / waiver on the credits by supervisor name ram.
Company Response:
State: CA
Zip: 92308
Submitted Via: Web
Date Sent: 2023-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-19
Issue: Other service problem
Subissue:
Consumer Complaint: On Wednesday, XX/XX/XXXX, at around XXXX PST I entered the Chase Bank at the address of XXXX XXXX XXXX XXXX, XXXX XXXX XXXX CA XXXX For some context, I have been banking with Chase since at least XXXX, and Im a person of XXXX on the XXXX XXXX. The incident Im complaining about is the second time something of this nature has happened to me since Ive moved to XXXX XXXX about a month ago. Just before walking in on XX/XX/XXXX, I could see the security guard through the glass doors eyeing me intensely. I was with my partner, and she had noticed the same. As soon as I had entered, this security guard approached me and was clearly suspicious of me. He stepped in front of me, as to block me from proceeding to the tellers, and asked me what I was there for. Shocked, I mentioned that I was there to withdraw cash. He insisted I use the ATM machines at the front of the bank. I complied. Shortly after trying to withdraw cash from the ATM machine, which was challenging to use, I noticed a white woman enter the bank. The security guard was very friendly and hospitable with her, in contrast how I was treated. As it was now clear to me that I was being discriminated against, I asked the security guard if I could see the tellers to help me withdraw the cash as using the ATM was too much of a challenge. I voiced my concern that this was the second time Ive now been treated poorly and with such suspicion in their bank. I was then allowed to see the tellers and resume withdrawing cash. I intended to call and follow up with this particular Chase Bank immediately after the incident, however, my partner and I have been beyond busy with preparing for a trip internationally. Therefore, I did not have any time to follow up and write a complaint letter to Chase Bank. In addition, being on the XXXX XXXX, I require the accommodation of additional time with my communications, and have been acting as promptly as I possibly can to complain to Chase Bank. I had left written complaints on their XXXX page and on XXXX, and have not since heard any response to those. Dealing with the discrimination, intimidation, and aggression from the security guard was highly stressful to me and was not justifiable. I am requesting a formal apology from this bank, and corrective action be taken towards the security guard who worked at that time and date at that bank.
Company Response:
State: CA
Zip: 94306
Submitted Via: Web
Date Sent: 2023-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-19
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: The Card was mailed to my old address and someone fraudulently made charges and Chase does not accept the fraudulent charges and wants me to pay for them, I have gotten a police report, letter from my apartment stating my move and they are still not accepting, this is over {$5100.00} Dollars. Please Help, XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92612
Submitted Via: Web
Date Sent: 2023-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: To whom it may concern : Today we learned that our savings and checking accounts at Chase have been frozen and funds have not been accessible. We are unable to pay bills, withdraw money for living needs. We are a family of XXXX people, including XXXX minor children, XXXX XXXX aunt and XXXX dogs. Upon being declined a XXXX payment, XXXX called chase customer service, was bounced around 3 fraud departments, only to finally land with the Compliance Department at Chase. A very rude man indicated that there is a missing document on these trust accounts and the accounts are out of compliance. The man did not want to hear anything. He simply said its out of regulation and to contact the branch. These accounts are about a decade old. XXXX and I have been chase private clients with the bank for many years now. Just on XX/XX/2023, XXXX went into the XXXX, NY XXXX and opened up a CD account in the amount of {$200000.00} with XXXX XXXX. When XXXX came home, I saw the receipt and noticed that on it was an address for XXXX XXXX, in XXXX CA. This was our rental home about 6 years ago. This is now 4 houses ago for us, as we moved 4 times since then. XXXX immediately emailed XXXX ( on XX/XX/XXXX see attached email PDF ), to advise her that the address is strangely incorrect. He asked her correct the address. This was very bizarre because we even had a mortgage with ChasXXXX for XXXX XXXX, a house we purchased after we moved out of XXXX XXXX. We receive other tax statements and account notices on our current New York address. It was very bizarre that the XXXX address was used when we have since purchased a home with Chase at XXXX XXXX and have since even moved twice from XXXX and receive our statements at XXXX XXXX XXXX, XXXX NY XXXX address for over 2 years now. Anyway, XXXX sent XXXX the email to update the address and assumed she did it. Fast forward to today, XX/XX/2023. We learn about a freeze on our checking and savings accounts. We are told we can not get to the money. We are explained that there is a notarized document that is required for XXXX and I to sign and turn in as settlors of the trust. We are told this document was not collected from us 10 years ago when we opened the trust account and now compliance picked up this issue 10 years later. We are then told that a notice was sent to us on XX/XX/2023 to this effect to XXXX XXXX address in California. We are also told that even though the notice was only sent on XX/XX/XXXX, the account was frozen on XX/XX/XXXX ( only XXXX calendar days later ). XXXX is in California this week and Im in NY. We can not get to a notary until Saturday, at which point the document wont even stand a chance of review until next week. We are without money, with bills bounced back and payroll that was sent on XX/XX/XXXX which I can not get either because it went to the checking account. We pleaded with the bank manager at XXXX NY XXXX ( XXXX ), to contact compliance and explain the situation to them. Explain that we never got the banks notice. Explain that the bank had an incorrect address for us for unexplained reasons. I asked XXXX to explain that we asked XXXX to update the address but she never did. All I got back from XXXX was I have been working with the bank for 20 years its compliance department they will never unfreeze your account. I was mentally broken down. I have been unable to function the rest of the day. I can not look the kids in the eyes- we have no money to function. On Sunday this week XXXX and I are accompanying students to XXXX as supervising faculty of XXXX University on a global health mission trip. XXXX returns from CA on Saturday morning. We will be running to a notary to get the paper for the trust notarized and will pray that when we submit it on Saturday at the bank that someone will follow up and send it to Compliance so that they can review and unfreeze our account. We feel completely abused by the system and are victims of this situation. When I went online to chase.com and look at my accounts, I dont see any sign of any notices that have gone out on our account. No one called us to tell us we have some paperwork missing form 10 years ago that urgently needed to be done. No one emailed us. There is no notices on the account ( see screeshot of account that shows no notification past 30 days ). We have never been notified by letter, email or phone to advise us of an deficient trust account papers and have been using these accounts for over a decade. Even so, the bank claims they sent this notice on XX/XX/2023. How can they send a paper document on XX/XX/XXXX and then freeze our accounts only XXXX calendar days later on XX/XX/XXXX without further notice. This created such an unsafe situation for our family. We are stranded. Im unable to pay XXXX for XXXX. We paid IRS tax bill with a check that will bounce since the account is frozen. We are leaving the country on Sunday and I can not even get a couple of XXXX dollars in cash to have on me and to leave for my kids while we are away for a week. This is humiliating, demeaning. I have never been victimized like this by a banking institution and never imagine this kind of treatment from Chase bank, let alone for private chase clients. And for clients who just opened a CD account not even 10 days ago. I am requesting urgent review of this matter. I am requesting immediate extension of the remedial action compliance has identified to accommodate the lack of proper notification of the matter and the numerous mistakes made with the handling of the accounts, including wrong address use for mysterious reason when opening CD account on XX/XX/XXXX. Please unfreeze the account so that the family can continue to survive, function, pay bills, receive paycheck. We are working to get the document for trust notarized, but would like humane treatment and reasonable timeline to fix this issue that the bank has failed to tell us about for over 10 years. Its not our fault the bank didnt ask to get this done when we opened up a trust account. Why are we made to suffer for this oversight from the bank from over 10 years ago? Why are we not given reasonable notice and reasonable amount of time to address the issue? XXXX and I are law abiding citizens, health professionals who work on the front lines every day. On top of that, I am educator and work at XXXX training students to become healthcare providers and good citizens of the world. We have done nothing wrong and do not deserve to be cut off from our hard earned money. Chase please redeem your name and reputation. Please send a kind, compassionate, smart person our way to review the situation and help address appropriately. It has been a stressful 12 hours. I am worried sick about this situation. The branch personnel and the compliance person on the phones so far have not been kind or helpful to understand and intervene on the situation. It just feels like no one cares. I have never had this experience in any bank, let alone Chase. Please fix this.
Company Response:
State: NY
Zip: 10583
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I had a trip delay on XX/XX/2022 and in XX/XX/2022, I filed a claim with Chase and XXXX which is their provider that handles their insurances and claims. I'm looking to receive reimbursement in Chase points ( XXXX UR points ) I used on a hotel stay I couldn't make because of the flight that was cancelled and the airline rerouted me making me unable to make it to the hotel. I have submitted all the documents required numerous times even after the claims agents have kept asking for the same documents I just provided. My claim was closed with no explanation last week, and when I called to check, the customer service agent was also confused on why it was closed and they said the claims agent would call me back. I received no call, and a week later, I find that my claim was closed again with no explanation. I am unable to speak to the agent who keeps closing my case and I don't know why they keep closing it after providing the necessary documents they need to provide proof that I used their credit card 's UR points for payment of the hotel. I believe that Chase 's features on their credit cards that use travel protections are fraudulent because their claims agents keep stringing along to prevent any kind of reimbursement to their customers.
Company Response:
State: CA
Zip: 90048
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On the morning of XX/XX/XXXX at XXXX XXXX XXXX, I received a text message from the number XXXX that stated " Chase Bank alert - Did You Attempt to make a payment in the Amount of {$3500.00}? Reply YES or 1 to authorize ; Reply NO or 2 To Decline transaction. '' I responded NO and received the response " Thank you for confirmation transaction declined case ID # XXXX. '' As I was contacting Chase Bank at XXXX XXXX, I received an incoming phone call from the same number at XXXX XXXX I was calling for customer service ( XXXX ) so I answered. The gentleman # 1 said his name was XXXX and that he needed to verify my Chase account because there were wire transfers by XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. I told him I did not authorized any of the transfers. He verified my information, and even had an OTP code sent to my phone so we could talk further about my account. He also asked for my address and birthdate ( which is what Chase generally asks for to verify my account when I bank over the phone. ) From there, he alerted me my savings account was compromised and recommended that I transfer all my savings into my checking account. I told him I was not sure this was a valid call and asked to be transferred to a supervisor. He said he would transfer me to a supervisor at we got disconnected, so I called the Chase customer service number back at XXXX XXXX, only to receive a phone call from that same number at XXXX XXXX. I was connected with gentleman # XXXX, at which point I said I'd like to call back to Chase. He said this is an urgent matter and we need to work quickly as these transfers are scheduled to go through within the next 10 minutes. He walked me through what he explained was a reversal by processing a Wire Transfer and typing REVERSAL into the message field. I sent the first one to XXXX XXXX in XXXX, AL at approximately XXXX XXXX for {$3500.00}. He said typing reversal is so that the fraud department can flag the wire transfer and stop it from going through. As soon as I hit send, at XXXX XXXX, I received a call from XXXX. I put the first person on hold and answered the call, ( which I believe was the actual Chase bank calling to verify the funds transfer ). I told him I was already talking to someone from Chase about reversing the wire transfers and he told me to go ahead and hang up with gentleman # XXXX and to talk to him instead. I went back over to gentleman # XXXX and he told me that this was a known scamming number and to give him the number that was calling me. I believe gentleman # XXXX ( or possibly someone else ) then contacted my bank and posed as me to validate the wire transfer. ( I was given confirmation of this later by Chase bank ). He said he needed to transfer me to another gentleman with higher authorization because a wire transfer for over {$10000.00} was coming through. Gentleman # XXXX worked quickly to give me more information and instruction on processing what I thought was another reversal to another bank ( XXXX XXXX in XXXX, FL ). I received another call from the XXXX number but ignored it as they'd let me know this was a scamming number. I NEVER AUTHORIZED ANY OF THE TRANSACTIONS THAT CAME THROUGH. The gentlemen that I was speaking to contacted Chase to verify and approve the transactions. He walked me through 2 more transactions, one for {$13000.00} and one for {$4500.00} before transferring me to another gentleman. ( With every transfer, each person I spoke to, I could hear what sounded like a chirping smoke detector in the background. ) This next guy said he needed to verify my account so asked me to enter my debit card number, expiration date and CVV. I said I didn't feel comfortable saying it so he had me enter it into the IVR. That didn't register for him so he " reset his IVR '' and asked that I enter my debit card number and pin. He then said I needed to enter my existing credit card number that I had with Chase and I said I didn't think I needed to do that. I asked if maybe I should cancel both debit cards for me and my husband and get new ones. He read me the exact same disclosure about getting a new debit card that I have received from Chase, confirmed my mailing address and said I would get them in 24-48 hours. He also said he would like to follow up on XX/XX/XXXX with a phone call at XXXX to verify that the funds have returned to my account. I said that was okay and we ended the call at XXXX XXXX. I immediately called Chase back at XXXX and spoke to a customer service representative, letting them know that I was just scammed and that I needed them to check to see if the wire transfers showing as pending on my account were being reversed. I was told that they were initiated and were not reversed and that no one from Chase called me except to get authorization for the charges. This rep confirmed that they did receive a call from me to confirm the charges ( which is NOT a call that I made at all, and is why I believe the scammers used my information to call and approve the wire transfers. ) I told her it was imperative that these wire transfers get canceled or recalled and that I needed to escalate this immediately. While I was on the phone, attempting to recall the wire transfers, I received FOUR emails from Chase stating that my wire transfers were sent, as requested ( received at XXXX for transaction # XXXX, at XXXX for transaction # XXXX, at XXXX for transaction # XXXX, and at XXXX for transaction # XXXX. ) I was then put me on hold to prepare to transfer me and at XXXX, I received another text message from XXXX that stated Chase bank Alert A debit card pre-authorization hold of {$250.00} was added to account ****. Reply YES If valid, Fraud Reply NO, ; I did not respond to this text message. I was then transferred me someone else who verified my account and again told me that I initiated the wire transfers. I explained that I did, thinking that I was speaking to an actual Chase Bank representative but that I needed them to immediately recall ALL FOUR of those wire transfers. He said that he was filing a claim for a wire recall. I ended that call at XXXX XXXX. One hour later, not sure of what the resolution was going to be, I contacted Chase customer service again and got instruction that I needed to send a secure message through my online portal in order to initiate a wire recall and that no wire recall notes existed in my account at that point. Frustrated, I asked to speak to a supervisor who again told me that I initiated the wires so it is not considered fraud but that I will just have to wait 1 to 2 days to hear if they were successful in recalling the wire transfers. I have spoken to a total of 9 representatives at different departments by the end of XX/XX/XXXX, including one Virtual Banking Assistant named XXXX XXXX and none of them could give me a definitive answer as to whether this was being handled, if someone was working on it, or if there were any additional levels of security to protect my account since the entire account had been compromised in the last 24 hours. On XX/XX/XXXX at XXXX XXXX XXXX, I contacted the Chase claims department and obtained my claim # XXXX. I spoke to XXXX who told me that she does see an existing claim for a wire recall. I asked how I can find out the status of the claim and she said I would need to wait for a message to appear in my secure message center or for the funds to appear back in my account. At XXXX that same morning the scammers called me back ( from the cloned Chase customer service number ) to verify that the funds had been recovered to my account. I hung up and immediately called Chase and spoke to a customer service rep. I confirmed that a claim had been started for the 4 wire transfers that were fraudulent and asked if I could report someone impersonating Chase to gain information about their customers. She stated that they dont have a department that handles that and that they do not have control over scammers. On XX/XX/XXXX at XXXX XXXX I called and spoke to someone in the Chase Claims department about my claims and obtained confirmation that the wire recalls were going through and that the Wire Research Team would reach out to me on the secure message center with more information. I called back to the Claims department at XXXX inquiring about more detail about what I could do to ensure the wire recalls were being processed. That rep said they couldnt help me with wire transfers and so I asked to speak to a supervisor and at XXXX, I was transferred to a supervisor named XXXX XXXX I explained my situation to him and HE transferred me to a wire expert named XXXX, who was actually in the claims escalation department. She said that Wire Research team was working on my claims. Friday XX/XX/XXXX at XXXX, I called the Claims department after receiving secure messages referencing the FOUR totally separate claims ( for my ONE account ) with FOUR different reference codes. ( XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX ) I was given instruction in the messages for the largest transfer to XXXX XXXX for {$13000.00}, to PLS SEND LETTER OF INDEMNITY TO WIRE-XXXX. I spoke to XXXX who said there were no updates. I asked to speak to a supervisor and she transferred me to XXXX who I explained my situation to and he said he needed to transfer me to the Money Movement Department. I spoke to XXXX in the department and she immediately started direct messaging with the Wire Research Team. I was advised that the Wire Research Team could not be reached by phone, only by secure message or message from someone in the Money Movement Department. She gave me that number ( XXXX ) She confirmed that a claim has been filed ( # XXXX ) and that the wire recalls were confirmed to be sent on XX/XX/XXXX ( one day after I called to report and request recalls ). She asked the Wire Research team to clarify what was communicated to me in the secure message : What is the Letter of Indemnity and who is this letter between, if I am sending it to the receiving bank? She said it is between me and the receiving bank. Monday XX/XX/XXXX : Called the number I was given for the Electronic Money Movement Department at XXXX to speak to someone who could send messages to the Wire Research Team . Spoke to XXXX who said that no one in this department could message with the wire research team. XX/XX/XXXX : I received two secure messages from the Wire Research team that stated that in order for my question to be answered about the Hold Harmless letter I needed to send to the recipient bank ( of which I only received the email address for XXXX bank and not the other bank that 3 of the 4 wires were sent to and not XXXX where they were sent ) I needed to contact the Claims Department. I called the Chase Claims Department and asked my question and the person had no idea so I asked to speak to a supervisor. I spoke to someone name XXXX who stated that We are not able to pursue recovery for your wire recall and that I needed to work with the recipient bank. I asked if she could then message with the XXXX XXXX team to obtain MORE information about this decision and if it included not just the {$13000.00} wire, but the {$3500.00}, {$4500.00} and {$3500.00} other wires that were sent on my account. She said she had NO WAY TO MESSAGE WITH THEM. I told her how frustrated this made me because I have been contacting them every day for status updates and for CLEAR instruction on how to proceed and what I can do and have gotten nowhere. She stated that there are gaps in our departments and that we are not equipped to handle these things and that feedback has been sent on these things, maam. I asked her to clarify what things were being provided feedback on and she said your case. I asked what that meant and she just said unfortunately we are not able to pursue this wire recall any longer. I told her that I have already contacted the FBI, my local law enforcement, the FTC, the attorney general and am talking to the media about this. XX/XX/XXXX : Called Claims dept and spoke to XXXX. I asked if this crime had been reported to the IRS under the Bank Secrecy Act and she said she didnt know what that was so I asked to speak to a supervisor. I was transferred to XXXX, a Claims Supervisor, who stated this is not considered a crime or fraud because you were scammed. Because of that, we wouldnt have any knowledge of whether this was reported to the government or not. I advised her that Ive spoken to a reporter and she said she needed to escalate me to the Executive Office. I asked if thats all I had to say to be escalated and that I had notified several reps before her that I was speaking to the media. She put me on hold to transfer me but I got disconnected before that went through. XX/XX/XXXX Spoke to XXXX in claims who confirmed that Chase is not pursuing recovery of my funds through wire recall. I asked if this was for ALL of the wire transfers that occurred ( all 4 ) or just the {$13000.00}. I was not informed via message center or by anyone other than on XX/XX/XXXX that recovery was halting. She said all the transfer recoveries were stopping. XX/XX/XXXX Met with XXXX XXXX at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I told her what happened and asked if she could find out if ALL the wire recoveries were ceasing or just the largest one. I also asked what the Letter of Indemnity was that I was told to send to the recipient bank in order to continue pursuing recovering the largest transfer of {$13000.00}. I gave her my Claim number as well as all 4 reference numbers for each of the wire transfer recalls. I also showed her a series of Secure Messages I received that I had printed out. She called the Claims Dept. and was told that she needed to direct message ( through a system called XXXX XXXX ) to the Wire Research Team. After speaking with them via chat, she was directed to talk to claims. She called back into claims, escalated to a supervisor who told her she needed to ask these questions to the Wire Research Team. XXXX advised me that the 3 transfers to XXXX Bank were still being pursued but that the other one was halted. She then showed me the Wire/ACH Escalation form that she submitted for all 4 of my fraudulent wire transfers. She advised me that a supervisor in the Executive Office would be contacting me and if they did not by Monday, to let her know and she would continue to help. She said she will be my point person going forward. I received a call from XXXX in the Executive Office Branch of Chase bank letting me know that someone named XXXX would be handling my case and calling me from XXXX ext. XXXX and that their hours are XXXX XXXX XXXX XXXX. My case is under review. I believe that the handling of this is flippant and negligent and I have no trust in my financial institution to work for my good. I do not believe that Chase appropriately and urgently requested a SWIFT Recall of the 4 wire transfers when I called in to request it ( as I was advised that they were not filed until one day after I called to have them recalled. ) I also did not give verbal authorization to Chase to process any of the wire transfers completed. The people committing this crime impersonated me, contacted Chase bank and authorized the wires to go through. Additionally, I have been advised that I need to send a Letter of Indemnity to the recipient bank of the largest transfer and was given an email address to XXXX XXXX that is not for clients or customers, but to be used by industry partners. I believe that Chase is trying to shirk responsibility of this process. I would like this to be resolved by receiving the amount of all FOUR fraudulent wire transfers back to my account in the total amount of {$25000.00}. FBI : Internet Crime Complaint Center : https : XXXX/complaint.ic3.gov/ Washington State Office of the Attorney General : https : //www.atg.wa.gov/file-complaint Federal Trade Commission : https : //reportfraud.ftc.gov/ # / FTC Report # XXXX Office of the Comptroller XXXX Currency : https : //helpwithmybank.gov/ Case XXXX Referred to file a complaint with the CFPB Consumer Financial Protection Bureau : https : //www.consumerfinance.gov/ XXXX Local Police Report XXXX XXXX XXXX XXXX Washington State Department of Financial Institutions : https : //dfi.wa.gov/ 1. https : //dfi.wa.gov/banks/faqs # federal-agencies
Company Response:
State: WA
Zip: 98198
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I reached out to CHASE regarding a COVID Forbearance in XX/XX/2022 due to being impacted by the ongoing pandemic. At that time they explained to me that at the end of my COVID Forbearance, my options would be to extend the forbearance further, defer missed payments to the end of the mortgage, extend the mortgage term by the number of missed monthly payments, or a repayment plan or modification. I am now coming to the end of my COVID Forbearance and they are no longer offering me the option to extend the mortgage term by the number of missed monthly payments. They have told me I can either refinance, apply for a modification, make a balloon payment now or have a deferment applied to the account and make a balloon payment when my loan reaches maturity. A balloon payment is not an option after having not paid my mortgage for 11 months. I didn't come into a windfall of money just because the pandemic is winding down. But they are refusing to honor our agreement to extend the mortgage term by the number of missed payments and return my account to good standing as the COVID Forbearance comes to an end. This is very stressful. And I am concerned that doing a COVID Deferment will impact my ability to obtain a future home loan or refinance should I choose to do that when interest rates come back down. Refinancing right now and doing a modification right now is also not an option because my existing interest rate is 2.8 % and with current interest rates sitting at approximately 7 % my payment would significantly increase. At the time I applied for the COVID forbearance, they made it seem as though extending the mortgage term by the number of missed monthly payments would be done automatically leaving my interest rate as is. What they have done should be criminal. It was deceptive at the very least and it appears as though they want to encourage foreclosure later on leaving me stuck with nothing when the CARES Act was enacted to protect consumers not negatively impact consumers.
Company Response:
State: MO
Zip: 64068
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: for the last two and a half years I have had approximately 10 transactions from the ATMs that either did not give me my money, gave me partial money, would not accept my deposit or accepted only a partial deposit and did not register it or didn't register my entire deposits. The very worst part of this is that before the last two and a half years I trusted the bank to count my money and deposit it Yes that was not the smartest thing of me but I made good money I didn't accept credit cards at the time and I just was in a hurry I threw my money into the ATM without counting it and there were times that I said to myself no no no no no no I had way more than that but of course I trusted the bank knew how to count the money so I didn't say anything at all and I know that I have been stolen from by Chase Bank because they never notified me and said hey you're deposit was incorrect we took more money than what you deposited. I feel I've been robbed by my bank. regardless if I was not smart enough to count the money at the time I trusted the bank to do that for me and they took advantage of that with their machines I requested for them to check on my transactions but they wanted exact times and I didn't know the exact dates. Chase Bank ATM machines are notorious for being down, inoperable. This is caused me to use nonchase ATMs for transactions this has caused me to have to run around sometimes to three different banks to find a working ATM when the bank is closed or when the bank is open because I don't have time to wait in lines or possibly I've just run out in my pajamas to make a deposit doesn't matter why ATMs are down all the time I hear people frustrated as I walk up saying the machine 's down again imagine that! ATMs are supposed to be an are offered as a convenience to their customers Chase is not supplying what they promise that we will have and that is the convenience of an ATM. when they're closed at night there's noone to tell thee ATM ook your money. it's frustrating to deposit money and walk away knowing that you have no receipt that you have nothing to show that you put money into that bank account because it's not registering. they've said they'd fix the problem over and over and over I've complained. so now I'm trying to go above them because it's been 2 and 1/2 years and nothing has changed. unfortunately I do not keep my dispute papers after their resolved but the bank has records so I don't have documents to upload but the bank has them
Company Response:
State: AZ
Zip: 85051
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Please remove all late payment reporting from my credit report. In accordance with the Fair Credit Reporting Act XXXX Account # XXXX has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open ended consumer credit plan a late for purpose.
Company Response:
State: FL
Zip: 33414
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A