Date Received: 2023-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I linked my Chase savings acct ( XXXX ) with XXXX XXXX savings account weeks before I initiated an online transfer of $ XXXX to chase from XXXX XXXX saving x XXXX on XX/XX/23. On XX/XX/XXXX, I accidentally found out the transfer was rejected with no reason provided and no notification whatsoever. After multiple phone calls and appointments, I was told Chase can not handle online transfer oft his amount. Yet Chase ADVERTISES that they allow online transfer, they allow setup of linked account and XXXX is NOT the limit
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
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: Since the country of XXXX does not have personal mailed delivered to residences ( and we needed some legal documents delivered ), I called a company called XXXX XXXX XXXX. This company 's website included service of process in XXXX. The charges for service of process were {$1800.00}. I gave them my credit card information. However, I found out just a little while later on the same day, that my attorneys would be able to send a Certified Letter to a company address our relatives from XXXX had finally provided. I contacted XXXX XXXX XXXX by phone and email and was assured that they would hold off on the service and that they would refund my money. I was very surprised when the following month a charge of {$1800.00} appeared on my credit card. I immediately contacted XXXX XXXX from XXXX XXXX XXXX I was sure he would say he was sorry for the oversight and that he would refund the amount right away. I tried several calls and emails to the company to try to resolve the matter. The attorney representing us in the estate matter emailed him as well. Our attorney wrote : There is no doubt from the trail of emails that : 1. service of process was requested 2. A request to suspend efforts to serve process was made 3. The request to suspend efforts was acknowledged and agreed to. Based on the email evidencing the above, the {$1800.00} and change should be returned to XXXX XXXX XXXX XXXX replied to our attorney : " You will have to discuss with the management or owner of the company about this situation. '' Then our attorney wrote back : " Can you please forward my email to him and ask him to call me? If not, please provide me with his name and email and I will forward the email to him. Have a Blessed and great day. '' XXXX XXXX replied : " I already forwarded your email over to the owner who will reach out. '' XXXX XXXX XXXX never contacted our attorney. It was at this time that I contacted Chase Bank Credit Card and started the dispute resolution process. A few days later, Chase Bank wrote back to us and stated that the disputed amount was considered a legitimate charge. I called their dispute resolution dept. and told them that I had emails confirming they had agreed to return our money. Chase Cardmember Services started a new dispute resolution claim with a new number. They asked me to email the documents to them. I emailed all the documents ( which I will attach hereto ). Then we heard back from Chase asking us to keep all our documents and that we didn't have to pay the disputed amount until the matter was resolved. However, we have now received a letter from Chase with copies to the credit reporting agencies. In their letter they informed me as follows : -- While you may have a valid complaint with the merchant, the results of our additional review confirm that the transaction ( s ) is valid and no billing error occurred on your account. And to call them if I had any questions. I called them and spoke to two different agents. One of them, XXXX XXXX, Account XXXX, informed me that he was sorry I was not happy with the results. He also tried to tell me that the 60 days had passed since the billing. I reminded him that I had called Chase as soon as I discovered the fraudulent charge on my bill, but only after I had tried by every means possible to resolve the matter directly with the merchant. During our conversation, he confided that XXXX XXXX XXXXXXXX had told them they had actually performed the service. I told him that was not the case, since they acknowledged that I had cancelled the service and had agreed to refund my money. Also, the only thing Chase had to do since they said they had served the documents would be to ask the merchant to provide a dated certified copy of the service, since part of the amount charged was to certify said service. I believe it was easier for Chase to keep my money, since it was going to be a little harder than they thought to represent me as their customer. It was really easy to just take the merchant 's word and ignore all the documentation I had provided to them. I am very disappointed in Chase. We have been loyal customers for many years and they chose to take the side of a fraudulent business enterprise.
Company Response:
State: FL
Zip: 33324
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I have a Chase MileagePlus credit card, and Chase claimed that it offers trip delay insurance, but Chase has not honored its commitment to the user and repeatedly disconnected my calls to its customer service line. On XX/XX/, I submitted a claim on the website ( XXXX XXXX XXXX ) as directed by instructions on Chase website. The website states that I should hear back within 5 business days. On XX/XX/XXXX, I have not heard back so I called its customer service line XXXX to ask, and was told it would take another 5 business days with apologies. On XX/XX/XXXX, I still have not heard back so I called again and was told it would take another 5 business days. On XX/XX/XXXX, I still have not heard back so I called again and someone tried to connect me to an examiner. After more than an hour of waiting on the phone, I was connected to someone, and 2 seconds later, the customer service represented disconnected my call without an explanation. On XX/XX/XXXX, I tried calling again. First at around XXXX PT. After 10 minutes of holding, I was connected to someone. After hearing my complaints, the customer service representative abruptly disconnected my phone call without an explanation. One important reason I chose to hold the Chase card and pay an annual fee and use it to pay for my flight tickets is this special trip protection. If Chase does not plan on actually processing claims, then it is definitely a false advertisement.
Company Response:
State: CA
Zip: 94403
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I am filing a complaint because I was hoping to receive some of your help & guidance as I am at a crossroads dealing with bank fraud - I have lost {$25000.00} - all my savings. On XX/XX/XXXX at XXXX I received a text message that stated it was chase bank asking if I approved of a XXXX payment. When responding NO - I then received a phone call. I then XXXX the number- it was the exact same as the one on the back of my debit card so I believed it was Chase being that it was a Chase number calling me. The man on the phone then instructed me to make wire transfers via the app due to he noticed hackers were in my account. The transfers were going to the new account he created for me- he created a new account using my name to make me believe he was creating an account for me. He was using chase verbiage & directing me through the app as if he was an employee. To make me trust him more he brought to my attention that one of my XXXX contacts who Ive sent money to before was receiving money- he stated the hackers sent her money when it was him -to make me believe they were in the system. My friend received these payments. After each transfer he stated an automated message would call to verify these payments & they did. In each call I told to what I believe was Chase that I was on the line with someone else who told me my account was hacked & there was fraud. I stated to them that someone was on the other line- they should have noticed that this was not right being that they are having fraud issues as of late. They let me continue the transfers despite this info. After being in the system he sent money on his own without me having to verify. He talked me through the processes as if he was a chase employee helping me get a new account in order, using what chase says at the end of the call to solidify my trust. I do not approve of these wire transfers and was under the impression I was talking to my bank that I have been loyal to for many years. I filed a police report as well as put together a whole investigation to Chase bank- they have now denied my claim because I verified these wire transfers. The amount stolen from my bank account was {$25000.00}. I moved to XXXX all on my own almost two years ago after saving up my unemployment money from XXXX. This was money I have been saving since XXXX & now, the money that I have saved living and working on my own in XXXX. I am gutted that the bank is not giving me this money back. My account history is simply the grocery store, coffee shops, parking, rent, and an occasional day out. The fact that the bank would think that I would transfer every XXXX to someone in XXXX is insane. I have time stamps of the phone calls, print outs of the text messages, print outs of all transactions- even the XXXX ones. Chase is stating that because I verified these transactions they can not do anything. But I would not verify my whole life savings to be taken away from me. They were able to find the culprit 's name, bank, routing number and IP addresses and still I am stuck without any solution to my problem. Since this I have seen several Chase ads about this happening to other people. They did not flag these transfers or do anything to stop it. Chase knows that this is a problem within their company & is doing nothing to help me. They should be responsible being that I put trust into this bank to help me.
Company Response:
State: MA
Zip: 02125
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XXXX I ordered an item from Amazon.com and partially paid for it with Chase Visa reward points equal to {$280.00} ( XXXX points ). A few hours later I cancelled the order before it shipped. My card was never charged but the points were taken and never refunded. I waited a couple weeks for the points to show up on my account but they never did. I reached out to Amazon support and they said they have no control over Chase reward points and that I would need to reach out to Chase. I reached out to Chase and they said that I had to wait 30 days for the points to return. After 30 days had passed and the points still not returned, I again reached out to Amazon and again was told to call Chase. I called Chase and escalated to a supervisor, who told me they were escalating the case. But two weeks later I only received a letter once again telling me to contact Amazon. As of XX/XX/XXXX, I've repeatedly reached out to both Chase and Amazon and escalated the conversation as far as I can. Both sides readily acknowledge that the points were taken and never refunded, but they insist that they can do nothing and the other side is the one I need to talk to. See attached documents showing both Chase and Amazon responses.
Company Response:
State: CO
Zip: 80538
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: At least 3 financial institutions are using a ( new? ) system that asks 3 multiple choice questions that aim to authenticate the caller 's identity. At least one area of my information in the system 's data is incorrect, since a correct response on my part fails authentication. The first institution J.P. Morgan Chase offered no fall-back authentication process, so my account was frozen for 48 hours until I was able to reach someone high enough. Moreover, they will not tell me the name of the system they are using, so I can not even go directly to the data company to get the error fixed or to see the data they are storing in case it is completely wrong. Please help -- I'm straightjacketed from doing my fund management. As a second instance XXXX XXXX ( XXXX MD ) required the same questions as did Chase as part of my creating a CD account. My truthful answers again caused me to fail the authentication so I was not able to create the CD. I will be contacting XXXX in the morning. Finally, a friend reports that the system is also used by XXXX investment. Fortunately, she had no problem, because she desperately needed her money immediately. Doesn't the Freedom of Information Act mandate that the data company has to show me the data they have stored for me, so I can correct any errors?
Company Response:
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Chase Auto, CFO XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX RE : FRAUD/AGGRAVATED IDENTITY THEFT I am aware that the social security number belongs to the Social Security Administration , and all things purchased with that identifying number are obligations of the United States in accordance with 18 USC 8 , and being that you, CHASE AUTO , CFO : XXXX XXXX XXXX is attempting to collect a debt from me, the consumer makes you, CHASE AUTO, CFO : XXXX XXXX XXXX guilty and in violation of False Claims Act 31 USC 3729-3733 . CHASE AUTO, CFO : XXXX XXXX, is also in violation of 18 USC 894 for using my consumer report with extortionate means as a way to coerce and swindle me into making payments on an alleged debt not owed. I DID NOT AND DO NOT CONSENT to you, CHASE AUTO, CFO : XXXX XXXX, furnishing this information to my consumer report. I did not give authorization or permission to have my personal identifying information which you have obtained by aggravated identity theft in accordance with 18 USC 1028A. This is a notice to CEASE AND DESIST of all illegal activities, including reporting an unpaid balance that constitutes collection activities. This is also NOTICE exercising my rights to prevent the possession of my personal data by CHASE AUTO for the account opened in XX/XX/2021 with account # XXXX. Failure to update my account in 4 days on my consumer report as requested will result in legal matters being taken and me turning you CHASE AUTO, CFO : XXXX XXXX, into the Federal Trade Commission for aggravated identity theft and fraud. If this matter is not resolved by the time specified above. I reserve the right to commence legal proceedings to recover damages without further notice to you and this letter may be rendered as evidence of failure to comply. Warm regards, XXXX, XXXX XXXX
Company Response:
State: CA
Zip: 90220
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
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: 1ST : Companies involved in the fraud are " XXXX '' and JPMorgan " Chase ''. Instrument being weaponized in the theft of my money and/or credit lines is a Chase Mastercard Credit Card with `` Flex '' in its name ending in " XXXX XXXX '' ( in this complaint text, I have censored the 16th digit. ) XXXX has fraudulently charged me {$12.00} without my permission. I obtained a free trial service with XXXX. XXXX is accused - possibly with questionable proof- of not delivering services to me properly or at all during such free trial. Therefore I cancelled my service before a deadline where I'd possibly be charged on a monthly basis and revoked permission to be charged in an email to XXXX prior to a date where XXXX would charge me for continuing beyond a free trial, and also signed in to my XXXX portal in order to cancel. However, XXXX has charged me {$12.00} anyway. 2ND : I filed a XXXX complaint ( XXXX case # XXXX ) against XXXX over this fraud. XXXX didn't reply. On a XX/XX/XXXX phone call ( which is also the date of writing this CFPB complaint ), Chase claims to have resolved the matter of only the theft of {$12.00} on XX/XX/XXXX, but has essentially stated that anyone, including XXXX, can continue to steal my money in the present or future, and that they can not stop it, despite such credit card being a Chase-issued credit card and me never giving permission to Chase to allow themselves or other companies to steal my money. This is dangerous due to both an implication that XXXX will continue to charge me {$12.00} without my permission every month, and also that anyone could steal unlimited amounts of my money due to Chase 's refusal to stop it. 3RD : Chase claimed, on XX/XX/XXXX they do not have the " option '' to stop merchants from charging an account ( of mine, with Chase ) and that I have to keep disputing charges. Chase then said this is " how it works '' but I did not consent to being party to such a process where XXXX or any merchant can continuously steal my money on a repeating basis. After repeatedly refusing to stop the theft of my money, Chase then stonewalled me with silence in order to waste my time, offend me, and be complicit in the continued theft of my money, most of which could be anticipated to be from XXXX. I demanded Chase should no longer give any of my money to XXXX. Chase once again refused. This is not a full list of the number of times chase repeated offensive phrases at me that threaten being complicit in having my money be stolen on XX/XX/XXXX.
Company Response:
State: NY
Zip: 11372
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On Monday XXXX, 2023 I received a letter from Chase Bank to verify if it was me who apply for a Chase Sapphire Visa Signature account with my name and social security. I did not apply for a account with them and/or with any other bank. I called the number from the letter ( XXXX ) and reported this application as a fraud. The bank representative said they were canceling the application. The application reference number is XXXX.
Company Response:
State: NJ
Zip: 07105
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On the date of XX/XX/XXXX I received a fraudulent phone call that was coming directly from the CHASE Bank fraud department. It was a person who claimed to be a worker from CHASE Bank 's fraud department stating that there was an unauthorized wire attempt taking place on my bank account, at the moment I was caught off guard and working so I took the call very serious since CHASE makes phone calls when there is fraudulent activity taking place in my account, however, in my case the person who was claiming to be a CHASE Bank representative over the phone was saying that in order for me to stop this transfer I had to walk into a branch or they would be able to reverse the transaction for me. ( May I emphasize that this phone call was coming directly from CHASE Bank 's fraud department 's number ). So I took the initiative to drive over to my nearest CHASE Bank branch while on the phone with this person who was claiming to be a CHASE Bank representative ; upon arrival to the CHASE Bank I walked in and was attended by a banker immediately, I explained everything that was going on while showing him that I was on the phone with a CHASE Bank fraud department rep and he confirmed that the phone number was accurate and that it was indeed a CHASE fraud department representative. The banker advised that I should follow the instructions given by the person over the phone which required them to wire the funds I had on my account onto a different account which sounded very sketchy to me at first but since I was already trusting the call was a real call from CHASE Bank then I proceeded to give the okay for the " CHASE Bank rep '' to proceed with the procedure in order to prevent the illegal wire from taking place ( once again placing my trust in a CHASE Bank Representative inside a branch ). When the person on the phone completes the transaction, the banker tries to get information from the person who was claiming to be the fraud department 's rep but the call was immediately ended and my funds removed completely from my account leaving my account wiped out completely. A total of {$7700.00} was taken from my account and that was everything I had, all of my hard work savings, everything I had to was completely taken from me and now CHASE Bank is not doing anything to help me get my funds back. I filed a police report and opened a claim with CHASE but they have denied my claim because they say that it was a transaction that was done willingly when it was fraudulent. I had never wired money to anyone before and to make matters worse, CHASE Bank is telling me I had to deal with this on my own through secure messaging on their CHASE Bank application because they no longer have a wire fraud department that can assist me with my situation, I have been a CHASE Bank client for 6 years now and I've never gone through something like this. I always had my upmost trust in this bank and I have been let down like this. I recently lost my wife to XXXX XXXX back in XXXX of XXXX and I am left with my XXXX XXXX XXXX son to fend for, now this happens and it has backed up everything completely. I've had to postpone my mortgage payments and all my other bills, this is a very sad situation for me and I am desperately asking for your help because I have no idea what else to do, I feel as if CHASE Bank has fault in this situation also and they are not doing anything to help me obtain my funds back. They have advised me to take matters in my own hands and reach out to the bank ( XXXX XXXX XXXX ) where my money was sent to in order to try and obtain my funds back which is very unprofessional on their behalf. please help me find a solution to this matter, this is a cry for help at this point, I feel defeated and I believe I deserve justice.
Company Response:
State: FL
Zip: 33147
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A