Date Received: 2023-03-14
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Ive been a Chase Freedom Unlimited card holder since XX/XX/2022 with 100 % perfect payment history. Sometimes even making 2 payments per bill. I was approved by Chase for a credit line of {$8100.00} in XX/XX/2022. On XX/XX/XXXX, I was blind sided by a letter from Chase that my credit line was reduced to {$6400.00}. I found it completely insulting that Chase would randomly take away {$1700.00} in credit from me given my payment history and never being late or missing a payment once. 150 % unjustified. Additionally, I have 100 % perfect on time payments with other card accounts and my credit reports show that. Chase has maliciously hurt my credit rating as my usage percentage has now gone up as a result of their reducing my limit. Chase reducing my credit line has put me in a major bind as I planned on using the card for something and now can not. Chase customer service and executive relations staff are rude and not helpful whatsoever. Now im told by Chase that if I want to see about getting the original credit limit CHASE gave back, I will be subjected to an additional hard inquiry on my credit. Chase already did a hard inquiry and approved me in XXXX for the {$8100.00}. A card holder with perfect on time payment history shouldnt have to go through all this and be subjected to further inquiries just to get the original credit limit back. Chase should be going over and above to help me in this matter and does the complete opposite. What if I had been in the middle of a trip and a hotel or car rental tried charging my card and it was declined due to this? I could have been in major trouble if I was unable to pay a bill. Chase never thought about me in all this. What Chase did was insulting and disrespectful to me. Attempts to resolve this matter in getting my original line back have failed.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: Dear Sir/Madam, My name is XXXX XXXX and I have a terrible experience with Chase recently XXXX By now, I still couldnt get my money back from them. I made a big transfer from an external bank to Chase about a month ago. A few days later I saw the transaction completed on my Chase bank account so I started to spend the fund on something else. However, just 2 days later, my Chase account showing the money was returned to my original external account, leading to my bank account as a negative balance! The worst is that almost two weeks later, my external account didnt receive the return at all! When I called Chase, they kept saying this because my external account didnt have sufficient fund. When I initiated the transfer, my external account has almost double of the amount I transferred. Therefore, this is just an excuse for them to explain the disappeared money. I tried to contact them multiple times and every time they told me the same thing, even though one of their colleagues at Chase branch verified my external bank account record and witnessed the sufficient funds when the transfer was made. Bottom line here, Chase made my money disappear with an unacceptable excuse. They should be responsible for what they have done and all the loss and consequences because of their sneaky behavior. I hope this not a sign for Chase to become another XXXX and I want my money back ASAP! Any of your advice and help will be greatly appreciated. Sincerely, XXXX XXXX XXXX : XXXX Email : XXXX XXXX
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act 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 angency can not furnish a account without my written instruction. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for purpose.
Company Response:
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I attempted a direct debit card transfer from my Chase Bank account checking account into my XXXX account ( the 2 accounts are linked for immediate transfers ). Please note this is XXXX the company, not a third party merchant through XXXX. I had done this numerous times before for smaller amounts and the transfers are reflected in your XXXX balance immediately and can then be used to pay different merchants, which was my intent- to place the money into XXXX directly and then pay merchants through my existing XXXX balance. I had done 3 attempts the previous day, XX/XX/XXXX for a total of {$4000.00} and there were no issues. On XX/XX/XXXX I attempted one singular attempt for {$4000.00} as opposed to three smaller amounts and the attempt was flagged by Chase. I got the email prompting me to confirm it was me attempting the transaction and if it was correct, to attempt again. I confirmed it was me and re-attempted but I got an immediate prompt from XXXX the attempt was denied. I then tried multiple times and still got the denied message so I tried for a lower amount of {$2000.00} which was also denied. Finally I tried an attempt for {$1000.00} which ultimately went through. The next day I noticed Chase had withdrawn not only the {$1000.00} that was accepted by XXXX from my account which was valid, but they had also taken out the {$4000.00} initial attempt which XXXX declined. I filed a claim with Chase expecting the money to be refunded quickly and after 2 weeks of fighting it and getting it temporarily placed back into my account through their claims process, they denied the claim and re-removed the funds from my account, claiming " they treat this like a money order which their claims do not cover '' - but in the real world if someone gets a money order that is never cashed, they can cancel that money order and get the funds back less a fee, so that explanation seemed poor. I then went into the my local Chase branch ( XXXX XXXX XXXX, XXXX, MI XXXX ) after that played out and worked directly with the branch manger who was in agreement it seemed erroneous that these funds could be removed from my account when XXXX never accepted payment. We even called XXXX where it was confirmed they never accepted the funds and all attempts for {$4000.00} had been denied. All of the time stamps matched up to the second, and the exact second of the {$4000.00} withdrawal from my Chase account, XXXX also showed an attempt at that exact time that they declined on their end. So the branch manager sent to an internal higher end escalation team. After being told we were " 90 % in the clear and just waiting for final confirmation '' - exact words from the Sr claims analyst, the claim was again denied and I never heard from this claims person again. Literally the last thing he told me was what I put in quotes. So I followed up with the branch manager who tried another internal avenue and was told " the money was sent by Chase, this is a XXXX issue ''. At no time during this XXXX MONTH ordeal has Chase been able to give me any single intermediary account this may have passed through or any destination the money they sent arrived to. I will provide proof XXXX declined all attempts for {$4000.00} yet Chase still removed from my account and just blames XXXX. But if XXXX never accepted the money this is absolutely a Chase issue. At this point they have essentially stolen {$4000.00} from my account- and I do not make an accusation like this without merit, I too am in the financial services industry and am disgusted at how someone can be treated and discarded like this. It's like Chase is banking on the fact I will just give up and let it go, which if it was a smaller amount, I would have. But losing {$4000.00} in this current climate is a devastating blow. I am hoping the CFPB can step in and recover this money that is rightly mine. No person should have to worry about their money disappearing when doing a legitimate transfer of founds between the biggest bank and biggest payment merchant in the country. I have highlighted everything on the bank statements related to this. You can even see in XXXX, every time a successful XXXX transfer had gone through it read on the statement as XXXX direct and always said " XXXX XXXX XXXX XXXX XXXX XXXX ''. The {$4000.00} that was erroneously taken out does not say that, it says " XXXX XXXX XXXXXXXX XXXX XXXX ''. So if every one that was successful said " VISA Direct '' and the one that was taken out but not accepted by XXXX has a bunch of random numbers instead of the VISA verbiage there was clearly something that is off. I have also attached the paypal XXXX statement which only shows processed payments and you will see the {$4000.00} is nowhere on there. I also included the transaction history for XXXX showing every {$4000.00} attempt was denied and only went through when I tried it for {$1000.00}. I have included the bank statements showing when it was taken out, temporarily placed back in, and ultimately taken out for good on XX/XX/XXXX. All letters from Chase during the dispute process have been included as well as well as any XXXX chat transcripts confirming they never accepted payment. I'll also include an email from the Chase branch manager showing they tried to get a Chase person to show proof that XXXX accepted the funds and obviously they never could.
Company Response:
State: MI
Zip: 48170
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Chase Bank I pay my rent through bill bay, however, back in XXXX the check was intercepted and someone washed my landlord 's name from the check and inserted their name. It has been over 4 months now and I recently received a letter stating the case has been closed because the other bank " XXXX XXXX XXXXXXXX '' has not responded. The amount due to me is {$2200.00}. I believe being a " Chase Private Client '' they should take care of their clients. The bank should have covered the amount as the check was sent from Chase, then follow up with XXXX XXXX XXXXXXXX.
Company Response:
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I have a Chase Sapphire Preferred credit card, which includes a trip cancellation / interruption benefit. I used that credit card to purchase a prepaid and non-refundable travel package through a travel supplier ( XXXX XXXX ) for a trip to XXXX, Florida ( XX/XX/XXXX - XX/XX/XXXX ). During the trip, a severe weather event ( Hurricane Nicole ) occurred which caused an interruption to prepaid and non-refundable travel arrangements included in the purchased travel package ( resulting in a {$200.00} financial loss to myself as cardholder ). Upon returning from the trip, I first reached out to the travel supplier but received no reimbursement. Thus, I immediately filed a trip interruption claim requesting reimbursement in the amount of {$200.00} ( claim # XXXX, filed XX/XX/XXXX ) with all required documentation through XXXX/ XXXX XXXX XXXX which Chase uses as its third-party card benefit insurance carrier. My claim was unexpectedly closed on XX/XX/XXXX without a claims examiner ever contacting me in regards to claim eligibility, as eclaimsline stated would happen within '5 business days '. Phone representatives told me to write an appeal via email, in which I outlined precisely how my trip interruption claim fully met the terms and conditions outlined by Chase and eclaimsline and is thus eligible for coverage under my card 's trip interruption benefits ( sent on XX/XX/XXXX ). On XX/XX/XXXXXXXX XXXXe informed me that my appeal was successful and my claim would continue to be processed. On XX/XX/XXXX and XX/XX/XXXX, XXXX requested additional documentation from me -- documents which I had previously submitted through their online site -- which I provided in a thorough and timely manner. However, XXXX repeatedly missed its stated '5 business day ' review and response window after I provided the requested info, leaving the status of my claim up in the air for weeks at a time. This dragged out for two months with numerous phone calls to XXXX representatives who were largely unaware and unhelpful in providing the status, timeline, or any other assistance with my claim. Finally, on XX/XX/XXXX I was informed by XXXX that my claim had been rejected due to ineligibility of my specific trip interruption circumstances, despite the fact that prepaid and non-refundable travel arrangements purchased through a travel supplier which has been interrupted due to severe weather is explicitly included on Chase 's list of covered situations. This has been an unreasonably difficult process compounded with grossly inadequate customer service. The unreliability and untrustworthiness of eclaimsline -- supported by XXXX negative reviews on XXXX XXXX XXXX XXXX XXXX XXXX -- as well as my claim 's clear eligibility under Chase 's trip interruption card benefit is why I am filing this complaint. I am attaching all available documentation and would be happy to provide additional details if needed.
Company Response:
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: This is to notify you of a very disturbing experience we had with Chase bank. We moved our accounts to Chase because we travel worldwide and wanted a bank that could be contacted at any hour anywhere in the world. In the past we have been satisfied with their service. One of our accounts is a Premier Plus Checking and most recently the branch we used was Chase Branch # XXXX on XXXX XXXX XXXX XXXX in XXXX XXXXXXXX XXXX Why is it that Chase contacts me all the time to advise me of special deals, they text me, they email me and they have my cell phone number. With so many ways to contact me why would they send me a letter through the U.S. Mail to tell me that a Cashiers Check I deposited, drawn on XXXX XXXX, was bogus and that funds were being removed from my checking account? XX/XX/2023, Used electronic deposit to deposit {$2500.00} Cashiers Check drawn on XXXX XXXX, XXXX XXXXXXXX to my XXXX XXXX Checking account. Check was received from a potential buyer in the mail as deposit on a XXXX that we are selling. XX/XX/2023 Received email from Chase notifying me that check was deposited. XX/XX/2023 We decided not to sell the car to that party and canceled the sale. Naturally we would return their deposit. XX/XX/2023, We got a Cashiers Check from Chase Branch # XXXX on XXXX XXXX XXXX XXXX in XXXX XXXX XXXX XXXXXX/XX/2023, Chase was notified that the Cashiers Check that we deposited was returned unpaid, returned reason : Altered/Ficticious. We, Chase 's XXXX XXXX account holder were not called by phone, not contacted with a text and not emailed of that status. Instead, Chase sent a letter through the U.S. Mail to advise me that the Cashiers Check had bounced. We received that letter on XX/XX/2023. I contacted Chase on the XXXX listed on the letter to call if there were problems to immediately stop payment on that check. I was surprised when told that I would have to go to that local branch to stop payment. Why would a supposedly international bank require me to go into a local branch to put a stop on a Cashiers Check that they issued? I called the branch to stop payment and was told by XXXX that I would have to come in person to make that happen. I went to the local branch listed above, explained the situation to the very nice cashier who then proceeded to put a stop on the check. She made some queries on the keyboard and said she just needed to get it approved. She returned shortly and she gave me a Service Confirmation form that stated the stop was effective XX/XX/2023. I left the bank and was halfway home when I received a cellphone call from XXXX saying I should return to the branch because the Stop Payment needed additional action. When I returned, I met with XXXX and was told that the Cashiers Check had already been cashed and there was nothing they could do. When my wife called back the bank to get further details on why a cashiers check was not accepted, she was told XXXX would return her call. He did not on the XXXX and when she contacted him the morning of the XXXX, he hung up on her stating it was not the banks fault and there was nothing he could do. We can not understand why a bank, who has many ways to contact us, would, when notified of a bad Cashiers Check deposited into our account, would choose to notify us by U.S. Mail making it impossible for us to stop payment on our check in a timely manner. Chase was notified on XX/XX/XXXX, our Cashiers Check was cashed on XX/XX/XXXX, and we received Chase 's letter on XX/XX/XXXX. We were scammed out of {$2500.00} because Chase bank failed to notify us in a timely manner when a Cashiers Check bounced. This experience with Chase bank has been very disappointing and not at all what we have come to expect from Chase. We will be filing a fraud complaint with the FBI and are totally disgusted by the sloppy practices and procedures of Chase bank. We will begin the process of finding another bank for our requirements. Our policy is not to do business with institutions with so little regard for the good of their customers.
Company Response:
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I made a transaction via XXXX on XX/XX/2022. It was a person-to-person XXXX transaction for {$150.00}. XXXX charged me a small percentage as a credit card fee. Then, I was informed Chase was charging me a {$10.00} transaction fee PLUS interest at a daily accrual rate. On my second attempt at resolution, Chase waived the fee but said there was no way to waive the interest except by making a full payment of my entire credit card balance ( around {$1500.00} ). Of course, I am not short the cash and would pay the balance, but do not believe this should be remotely necessary to negate predatory interest on a single, smaller transaction. I was never notified as a cardholder that 1 ) there were interest fees applied for XXXX transactions, 2 ) That XXXX transactions were classified as money transfers or cash-like transfers, 3 ) That there were transaction fees involved in XXXX transactions XXXX Again, I was never notified of these things, nor did I consent to them. Furthermore, in the written communication I received back after my initial complaint ( attached to this CFPB complaint ), the terms of the policy were incomplete via omission : " The cash advance fee is either 5 % of the amount or XXXX whichever is greater. '' Notice there is no dollar amount following the dollar sign in this quotation. I was charged a {$10.00} fee in this case. Here is more detail about why this is an unfair and predatory practice : " The cardholder agreement then defines " Cash-like transactions '' to include " person-to-person money transfers and account-funding transactions that transfer currency. '' That includes XXXX... .I guess? Chase never defines what a " person-to-person money transfer is. Is XXXX such a service? I have no idea, and I focus on this sort of credit card stuff. If I don't know what it means, who would? I don't think the least-sophisticated consumer is likely to think " person-to-person money transfer '' means XXXX. And given the card issuer 's failure to treat XXXX as a cash advance previously, it's all the harder to understand. UDAAP Violations? And this is the first problem here. The failure to clearly define what is a Cash Advance is unfair and abusive. It's unfair because it causes substantial harm to consumers ( {$10.00} x lots of consumers ) and is not readily avoidable ( how could I avoid it, as I don't know how a transaction will be categorized? ) and has no offsetting benefit to consumers or competition. It's also abusive because it takes unreasonable advantage of consumers ' lack of understanding of the costs or conditions of the product because the costs aren't clear because the consumer can not tell if a transaction is a Cash Advance or not. Likewise it is abusive because it takes unreasonable advantage of the inability of the consumer to protect his/her interests in selecting or using the product because if the consumer can not tell what the product will cost, the consumer can not make an informed decision about whether to use the product. ( One might also argue that the XXXX contractual drafting " materially interferes with the ability of a consumer to understand a term or condition '' of the product. ) There is ( of course ) an arbitration clause, so there won't be any private litigation about this practice, but one can hope that regulators will act, either as part of the supervisory process or through rulemaking. Reasonable and Proportionate? And then there's the problem of the outrageous fee level : a fee of the greater of 5 % or {$10.00}. It translated to a 50 % fee for me with a small transaction ( as most XXXX money transfers will be and the issuer surely knows ). The fee has no relation to anything in terms of risk. It's not competitively priced -- no one thinks card issuers compete on cash advance fees. And to add injury to insult, there is immediate interest on cash advances -- no grace period -- at Prime + 21.74 % ( that's ~28 % today ). Unfortunately, the CARD Act 's provision requiring certain to be " reasonable and proportionate '' does not seem to cover cash advance fees. ( There's a subsidiary problem of consumer reliance on the past course of dealingnot treating XXXX as a Cash Advance previouslybut that's more a contract issue than a UDAAP one. ) ''
Company Response:
State: CA
Zip: 95404
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I recently traded in my old car for a new one getting the difference from the dealership company to take home. After depositing my check online, it was on hold 11 days. And after the 11 days my account is restricted and cant access the funds because Chase cant verify the check.
Company Response:
State: TX
Zip: 77095
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I moved from XXXX XXXX XXXX XXXX XXXX XXXX ) about a year ago. I was notified that the offer of a free safe deposit box since I am a Veteran is being canceled. I really don't mind because I haven't ever used it. On XX/XX/2023 I was charged {$55.00} for the safety deposit box claiming that I set up automatic payments for it? I never did, it was provided as a " gift ''. I've tried to resolve this, offering to bring the key to a local branch due to distance issues, willing to sign a notarized statement removing liability or accountability for the contents in the box which there isn't anything in the box. The efforts to resolve have been met with unwillingness. I understand that this branch may want to save monies and change or remove their offer. I don't understand in our digital remote age that we can't resolve this equitably, not let 's make it as difficult as possible, forcing me to drive half a day to close a box that they no longer want to provide. This recanting of one of their offers when I joined their bank isn't the problem, I'm trying to comply with them but my situation prohibits being in person to relinquish a safety deposit box that I've never used and have nothing in the safety deposit box. So they are charging a fee that I didn't authorize and refusing any common sense to resolve, possibly to continue to charge for a box I don't need or use. I shouldn't be treated like this when trying to resolve while being charged in addition.
Company Response:
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A