Date Received: 2023-02-18
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 disputed charges on my account. I live in TN and I have charges from XXXX in CA. I have only used XXXX a handful of times and it was at least 2 years ago. I have charges all over my acct from XXXX. I disputed all of them because NONE of them are mine. I received a letter dated XXXX that said I am not responsible for 2 of them : XXXX XXXX XXXX and XXXX XXXX XXXX XXXX. Then it says I AM responsible for the following : XXXX XXXXXXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX How could I not be responsible for 2 of them but be responsible for the rest. I can guarantee none of them items delivered to my home where I have cameras to prove XXXX never showed. I have NEVER used my card for XXXX. I am not responsible for any of these charges.
Company Response:
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I am trying to book use chase travels to use reimbursed credit to book a flight and also also use chase travel point to book new flights. I was told I can not do so together, will need to be two separate bookings which I had to do In the end. This is my first complaint, I believe they missell chase travels when they say that the customer care can take care of bookings and then stop me from making one complete booking with my money and my accrued points, they have inconvenienced me. Separately chase quoted me over {$2900.00} for XXXX flights and just over {$1900.00} for XXXX flights, when I queried that other competitors were selling the flights for altogether {$1200.00} and that yesterday ( XXXX XXXX ) the sales agent quoted approximately $ XXXX {$1400.00} and then after 90 minutes on the phone and 3 tries to book said that he can not book my flights because of system issues. I asked that someone calls me he said he is off his shift and said someone will call back and no one did. Todays sales lady ( XXXX XXXX ) I told her what happened and why Chase is now charging me XXXX dollars when yesterday was almost half that price and that online competitors are quoting {$1200.00}. She said to me that is the price. I told her I wanted to escalate the call so she said to me ok wait, after 10/15 mins she said to me the price now is approximately {$1600.00} and then said to me was non refundable and no exchange. So my second complaint is if Chase is selling non refundable flights why are they charging premium prices when non refundable flights are cheaper online ( I could book all XXXX for under {$1000.00} when I checked that day ). I asked the sales lady how did the price drop so quickly she said within minutes the price can drop or hike. Really can jump by a {$1000.00}? I suspect she was lying. My third complaint is that I asked that if my flight came with luggage which I wanted. Chase customer person said yes but can not guarantee if I have luggage so I will need to call XXXX XXXX. I told her that if you are sales team its ur responsibility to ensure the flight has luggage since that is how you are selling to me, if they dont provide me the luggage then I should be able to come to chase and make a query. She said no thats the XXXX XXXX XXXX and then I said then why are you advertising the flight comes with luggage and then adding waiver language to say it might not, this is misleading me and not good sales practice on the banks part. Not the interest of the paying customer but protecting chase only. Finally I asked to make complaint and the sales personal said she is the final point of escalation and senior. I said well I would like to make complaint several times and that I would like to officially book this as a complaint. Sales person said she will make the notes for a complaint which she did not, didnt proceed with this information, made it difficult for me and then attempted to reclarify flight came with luggage. In the end I booked my flights as I needed to redeem my points and also redeem my credit note however I paid a lot more due to chase claim of system issues, hiked prices ( not fairly competitive and not fairly marketed ). I had no choice to book but I paid priced. Chase is using deceptive sales practices and is making it difficult for every day customers to book complaints. I told the sales lady I will make my complaint with FDIC and CFPB. These staff are not trained and do not care about dealing with customers and are reckless in the sales practices by misleading customers to fraudulently con customers out of money by charging higher prices
Company Response:
State: NY
Zip: 114XX
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I was XXXX from XX/XX/XXXX to XX/XX/XXXX of last year, during this time, I was a victim of fraud, someone took my credentials open accounts everywhere and went into my Chase account, and XXXX them selves money from one account to the other, will both be in my name, but I was in jail, I have tried to deal with Chase for months now they start a total of almost {$27000.00} and I have only gotten back {$6400.00}, this investigation has escalated so much that no one knows whats going on and I need to get my money, they stalled {$27000.00} in Chase allowed in additional {$11000.00} of overdraft. Through investigation, I have now learned the name of the suspect is XXXX XXXX, he change my numbers address, emails everything they had to do with my account and created fraud, I keep dealing with Chase here in XXXX. No one knows whats going on so many people have gotten involved in this case that no one knows whats going on in time keeps going by, I need your help. I will attach my proof of XXXX and police report
Company Response:
State: CA
Zip: 91016
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I was incarcerated from XX/XX/XXXX to XX/XX/XXXX of last year, during this time, I was a victim of fraud, someone took my credentials open accounts everywhere and went into my Chase account, and XXXX them selves money from XXXX account to the other, will both be in my name, but I was in jail, I have tried to deal with Chase for months now they start a total of almost {$27000.00} and I have only gotten back {$6400.00}, this investigation has escalated so much that no one knows whats going on and I need to get my money, they stalled {$27000.00} in Chase allowed in additional {$11000.00} of overdraft. Through investigation, I have now learned the name of the suspect is XXXX XXXX, he change my numbers address, emails everything they had to do with my account and created fraud, I keep dealing with Chase here in XXXX. No one knows whats going on so many people have gotten involved in this case that no one knows whats going on in time keeps going by, I need your help. I will attach my proof of incarceration and police report
Company Response:
State: CA
Zip: 91016
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was part of the XXXX and I filed my paperwork and fell under all five of the criteria for the class action lawsuit and I was sent something saying that I was going to receive a check for {$130000.00} and I never received it! The way my case went is my first mortgage company was Chase home mortgage and I was doing good financially my credit was excellent! That's when I switched jobs and I was able at the time to take a loan out with my bank for {$10000.00} no problem when I contacted my bank and asked them about taking a loan out because me switching jobs kind of set me back a little financially.He said well XXXX you know I have no problem loaning you Money but I can't because you were delinquent on a mortgage payment and I said no I wasn't he said well if you can get it figured out I will loan you the money but they can't just take something off your credit report!! So I called Chase home mortgage and I was talking to a lady and she said that I was late on the payment. So I said no I wasn't we actually sent in two payments for that month and if you look at the file you will see that so she did and she was saying how sorry she was and that it would be taken off my credit report. They sent a letter saying that they were going to and still didn't! So I called them and they said they sold my mortgage to another company XXXXXXXX XXXX so I was telling them what Chase had done and they didn't care so I was asking them if they could help me out with my mortgage and they ended up putting my back payment on the front of my loan bringing my mortgage from {$580.00} to {$1200.00} and the next month they made my payment even more and sold it to XXXX XXXX so now I can't make my payment so I filed for bankruptcy to try and save my house with XXXX XXXX XXXX and paid them gave them all my information and they said we would be fine that they were going to stop the sheriff sale and that we would be ok! Well the sheriff sale came and I was wondering what happened so I called XXXX and the woman XXXX XXXX said we're sorry but we lost your paperwork XXXX XXXX and I said what does that mean she said we lost it in our recent office move so it never got filed!!? I was like what? I told her I wanted my money back! She said im sorry but you don't get your money back and hung up! So I called back and said well I guess you are going to have to talk to my consumer law attorney and I hung up the phone on her! Well she called right back and said she was so sorry to come get my check well now they had a lot of my paperwork too and I didn't get that back! So I get a letter in the mail saying I have court in a week XXXX XXXX is foreclosing on me and I need to vacate the property and this is the first letter I received from them about foreclosure! So we go to court and XXXX XXXX 's lawyer wants us out right now and they never had a sheriff sale and it was never posted in the local papers!? So I said legally don't we have 6 months to vacate the property? He said nope if we go back in the courtroom and you try to ask for more than a month I will tell them that you need to go now and I can have you out of there in a week or we go in there and I will give you a month and that's it! So I didn't know what to do I had to at least have a month!! But that wasn't even close to the time I needed to get my stuff out of there! So I lost a lot of my belongings and that lawyer wasn't even with XXXX XXXXXXXX this guy was from a law office in town I found out later! So I went to the library and filed a complaint with the FCC and it must have hit a nerve with you guys because you sent me a couple of checks small ones saying it was to help out for the time being and I received more paperwork asking me the details of my case and you guys said that I fell under all five of the criteria of the law suit and I was going to get a check for a {$130000.00} or something close to that and I never received anything? It says if you were under certain mortgage companies that your money would be here and if it was with these companies that the OCC would be taking care of it and if you don't get it that it would go to the Minnesota department of unclaimed assets but I don't have a claim # or a file #? Could you please help me out with this? At least get me some help of some kind I've been on and off homeless since this has happened!! : ( My name is XXXX XXXX XXXX and my wife was on the mortgage with me her name is XXXX XXXX are address was XXXX XXXX XXXX XXXX XXXX MN XXXX thank you so much for whatever you can help me with! : )
Company Response:
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: This complaint is concerning my Chase Sapphire Reserve card benefits, specifically filing a claim through their Card Benefits Service. I originally filled a complaint with the CFPB on XX/XX/XXXX using the company name of XXXX XXXX XXXX instead of Chase. We reviewed your complaint and weren't able to forward it to the company for a response either because the company is not on our complaint system, or because we do not currently handle complaints about this product or issue. I saw through your database customers with similar situations to myself with more success filing the complaint under Chase. My wife and I have coverage through our Chase Sapphire Reserve credit card that covers both baggage delays and lost luggage. My wife and I are both on the credit card account. On XXXX we flew from XXXX to XXXX on XXXX XXXX. We were two weeks into an approx eight week honeymoon and never saw our luggage since. We filed a claim with XXXX XXXX XXXX on XX/XX/XXXX and XXXX This is the subsidiary that oversees the credit card travel benefits that come with our Chase Card. We have submitted over 50 documents as requested and called XXXX XXXX XXXX over 25 times over the last five months. This company continues to give us the runaround and our claim continues to be listed as 'pending. ' Despite multiple attempts, XXXX XXXX has not responded to our attempts or XXXX XXXX XXXX requests for a 'common carrier settlement statement. ' XXXX XXXX XXXX representatives state over the phone ( most recently XX/XX/XXXX but many times before as well ) that because the common carrier has not provided this settlement statement after multiple attempts to acquire that they will review and move forward. In actuality, they email us a few weeks later and state they can not go forward without this common carrier settlement statement. This cycle then repeats when we call and follow up. As such, XXXX XXXX XXXX has kept our covered claim in limbo with no updates for months now. We have tried to fix the situation directly with XXXX XXXX XXXX over these 25+ phone calls as well as emails without any change. This business committed to providing trip insurance for lost and delayed baggage but has not done so. We are more than happy to provide all the primary documents that we submitted to XXXX XXXXXXXX XXXX, including receipts, credit card statements, email responses from XXXX XXXXXXXX XXXX Given the sheer number of documents, the attachments are copies of the main submissions to the airline and XXXX XXXX XXXX and a few examples of communication with both ( though more are available ). There is a screenshot of our online portal on the XXXX XXXX XXXX website showing the dates and details of everything we have submitted and perhaps you can guide us on any / particular files you need in addition for this complaint. We have been patient, but now find ourselves in a situation where we really need the funds from our claim and are quite desperate, having tried many avenues to see these claims move forward. Happy to provide any and all of the original documents seen in the attachment or further clarification.
Company Response:
State: GA
Zip: 30306
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 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 end consumer credit plan as late for any purpose.
Company Response:
State: IN
Zip: 46239
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
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 was contacted by XXXX XXXX XXXX from XXXX via telephone and in an email about XXXX Warranty- I was told I could sign up for 6 years for {$1900.00} for a home warranty on my property at XXXX XXXX XXXX XXXX GA -I was told would get the free pest control and I could cancel anytime if I was not happy with the service. I signed up and received a confirmation email about the services and of my warranty coverage. I waited for the 30-day waiting period and made a claim for the free pest control service on XX/XX/XXXX. I received an email stating the claim was approved and to obtain pest control services for up to {$190.00} with a person of my choosing in the area - I schedule the pest control service paid for it ( {$190.00} ) and uploaded the receipt for reimbursement in XX/XX/XXXX. I was told the payment would be mailed to me for reimbursement and was told it would come in 30 days. I called again several times, emailed, and wrote letters in XXXX and XXXX inquiring about the reimbursement for the free pest control. On XX/XX/XXXX - I contacted Chase.com to report a dispute with the company because no check arrived, I opened a dispute on XX/XX/XXXX claim number XXXX and submitted all my supporting documents, and emails. I went to a Chase Branch on XXXX XXXX XXXX XXXX XXXX FL on XX/XX/XXXX, because I was notified that they had not received my supporting documents. Chase Branch representative XXXX XXXX scanned in all my supporting documents and faxed them to the fax number on my letter XXXX. I was contacted again by the dispute department on XX/XX/XXXX, and told that they again did not have any documentation on my dispute and I was told I could email them to XXXX. I also logged on Chase.com and uploaded the document into the Document upload center portal. I was told on XXXX that my dispute was resolved. I sent another letter requesting that the dispute remain open because the merchant has not provided any of the promised services and that I was trying to cancel the 6-year warranty and get a refund to no avail chase stated in the letter that they contacted the merchant, and they were not willing to credit my account. I asked the Chase supervisor how they were able to contact the merchant, as I had been trying for several months and couldnt get in contact with them, and asked for the phone numbers and addresses to contact them to get my warranty refunded. Then the Chase supervisor stated that were actually not able to contact them. I then requested the case remain open so I could try and get my money back. I emailed Chase a letter and uploaded it into the Chase online Document upload center. I requested the dispute remain open and to be reimbursed, as I was not able to contact them to cancel my 6-year warranty services, other than sending them a letter via post office mail. I was told by Chase on XXXX that my dispute was past the 60-day period for them to accept the dispute for reimbursement of my {$1900.00} payment. I told them I was calling every day the website number XXXX and the other number XXXX and had all my supporting documents faxed in by the teller at the bank. I sent letters to cancel my service to the address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, DE XXXX. I logged on to the portal - XXXX XXXX XXXX - and there was no response by any of the contact information.
Company Response:
State: FL
Zip: 33884
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received an email from Chase inviting me to upgrade from the explorer card to the quest card. The offer included a XXXX mile bonus after {$4000.00} was spent in the first 3 months. The offer clearly states this card product is available to you if you do not have this card and have not received a new card member bonus for this card in the past 24 months. I upgraded my card based on this offer. Once again, this offer was sent to me. I didnt request it. After the 3 month period and spending far in excess of the {$4000.00} I called customer service to inquire about the bonus miles that has not been added to my account. The representative informed me that because it was an upgrade and not a new application, I was not eligible for the bonus. I then requested to be transferred to a supervisor. The supervisor heard my complaint and agreed that I had a valid issue with the offer. She then assured me that I would receive an email within several days addressing the issue. Having not received an email, I once again reached out to customer service. This time I spoke with a gentleman who described himself as the most senior person that I could speak with. In spite of him agreeing that I was clearly qualified for the bonus based on the details in the offer I had received, I was not eligible because of the upgrade as opposed to applying for the card. I am sure that every other Chase explorer card holder who received the upgrade offer has been denied the bonus miles. The supervisor also stated that there was no one in a more superior position that I could address my concerns to. I am bringing this complaint to you because of the blatant and misleading advertising enticing the consumer to upgrade to a much more expensive card.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: XX/XX/XXXX I brought a chase private client {$2000.00} bonus coupon to Chase Bank in XXXX XXXX with intention to obtain the bonus. XXXX XXXX helped me to opened an account ( Chase Premier Savings ) and deposited my {$250000.00} to the new account. XXXX XXXX handed me a deposit receipt with a copy of account summary. Before I left the Chase Bank I have double checked with XXXX XXXX He told me that {$250000.00} has been successfully deposited to your new Chase saving account, everything is OK, no problem. After 90 days I just wondered why the {$2000.00} bonus has not deposited any one of my Chase checking accounts ( XXXX or XXXX ). XX/XX/XXXX Chase Bank assistant vice president told me XXXX didn't input {$2000.00} bonus coupon code to my new saving account. The Chase Private Client {$2000.00} bonus coupon only for customer open a new ( Chase Private Client savings account ) not for other Chase Bank accounts. I think XXXX XXXX opened a wrong kind of savings account for me.
Company Response:
State: CA
Zip: 91320
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A