Date Received: 2023-02-14
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have a Chase Sapphire Preferred Ultimate Rewards Credit Card that I got specifically for the purpose of receiving points through personal shopping and travel. Over the last 8 months, I have made three separate reservations through Chase 's Ultimate Rewards website ( one round-trip plane reservation in XXXX XXXX and two different hotel bookings in XXXX XXXX. ) There are 'Trip Confirmation ' receipts in my Trip 's folder on the Ultimate Rewards Website that state exactly how much money I spent and how many points I was supposed to receive for each trip : XX/XX/2022 - XXXX points, XX/XX/2022 - XXXX points, and XX/XX/2022 - XXXX points. However, Chase has not given me these points and while two different 'escalations ' were made regarding these matters in XXXX XXXX and XXXX XXXX no one has given me an answer as to why I haven't received them or when I will receive them. I have spent hours on the phone being transferred to numerous different representatives, supervisors, ect. all of whom argue over which department is supposed to handle this and none of whom ever gave me any real answers. The higher up I got, the more likely I was to be told I would get an answer before being placed on hold only to end up back at the start of each departments phone system, almost as if they were deliberately trying to get me as frustrated as possible so I would hang up. One day I did just that after three hours of this endless routine and talking to over 15 different people across multiple departments. I spent a lot of time researching what type of personal credit card to get and I am incredibly disappointed in the customer service and care that I have received from Chase. As a business owner who was considering switching all of our accounts to Chase, I can no longer say I have any faith in the company 's ability to handle my personal or business finances in the future.
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Chase has lowered the credit limit of both of my cards to the current balance on the cards and are charging over {$100.00} a month in interest. They are trying to say reasons that are not fair or true. This is lowering my score and my DTIR. They are telling me the only way they can offer to fix it is to hard pull my credit report and that they can not offer any other options. They told me they could not offer to send me the information about the reconciliation program in writing either, and I could accept it or deal with the lowered credit limit.
Company Response:
State: FL
Zip: 34219
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
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 charged {$900.00} on my Southwest/ Chase bank credit card XXXX XXXX for a purchase on a trip with XXXX XXXX XXXX XXXX. The trip was changed 3 times, and then canceled. I asked for a refund. After fighting with XXXX for months, they agreed to it. On XXXX XXXX or XXXX, XXXX, I called SWA/Chase customer service to see why the {$900.00} credit was not yet on my account. They said, yes, they saw the refund by XXXX for {$900.00}, and '' it would be back on my card today ''. However, when I called back today, XXXX XXXX, I was told that I wasn't going to get it " because the case was closed ''. They originally said XXXX got 2 MONTHS to respond to my claim, so they initially put a {$900.00} credit on my card. XXXX responded after 3 or 4 months, disputing my claim with absolutely no proof on their part, and Chase put the {$900.00} back on my card. I have been trying to get it back ever since, and was happy last week when they finally said I got it. Then, today when I called, they were back to stonewalling me, with NO explanation, saying once again " the case was closed ''. I had sent them proof of XXXX 's culpability in canceling the trip, but Chase refused to consider it.
Company Response:
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: On XX/XX/XXXX I made a call back to the number that was forwarded to me with a request to contact a Bank Representative back. I reach out to JP Morgan and Chase bank, who told me that I had outstanding Loans and fees and borrowed unsecured and secured moneys that needed collections. I stated I was the Real XXXX XXXX XXXX XXXX SSN XXXX and I had never mad any account or authorized any payment at any bank because I had been falsely imprisoned at the time the accounts were made. in XXXX - from XXXX till XXXX, from XXXX till XXXX then I was Released and have only opened a XXXX account for the purpose of cashing a payroll check XXXX time locally in XXXX Texas. the claimed i have outstanding loans, and Payday loans, and borrowed money that hasn't been payed, and I'm responsible. But I am under Identity Theft as my ssn and identity cards were stolen from the mail box of my mailing address and other people in the city of XXXX has used my identity for yeweh cult style living, and procuring property and businesses, and buying businesses. It wasn't me who did these things, someone whom looks like me. please help. email used was XXXX XXXX XXXX
Company Response:
State: TX
Zip: 79603
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
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: The problem is about my Chase purchase on XX/XX/XXXX for an amount of {$1600.00} cash plus XXXX points through Chase Ultimate Rewards of a hotel order. The problem is caused by that we were assigned a room type that is different from what we reserved ( Because I was traveling with a new girlfriend, we paid for 2 bedroom suite ). But during the checkin, the assigned room in the system is a room type : XXXX, one bedroom suite , which was different item and price in the website. During my checking in on XX/XX/XXXX around XXXX : I asked for help from Chase Travel XXXX The specialist refused/ failed to provide any solutions and hung up my call... Then, I immediately called the number on my CHASE card, and mentioned my unsatisfying experience. The solution was provided that I can get the cash refund and we can still stay at the hotel after checking again with the bank. Now, the dispute team refuses to dispute the transaction and refuse to take any solutions for this. Please don't hesitate to let me know if you need anyting. Best, XXXX XXXX
Company Response:
State: NC
Zip: 27606
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am the merchant, My bank Chase, issued 12 disputes for one of my customers and charged my account {$510.00} total for the 12. Chase gave this amount to XXXX XXXX, the card holders bank..so they say. XXXX XXXX says there is only 6 disputes for a total of {$240.00} they have for this customer and credited the card holder that {$240.00}. There is a difference of {$270.00} missing out of my account and each bank, Chase and XXXX XXXX is saying it is not them and not their problem. In a nut shell, there has been fraud on this dispute by either Chase or XXXX XXXX. XXXX XXXX claim # XXXX
Company Response:
State: NV
Zip: 89117
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I'm requesting CFPB to assist me in the removal of old outdated reporting by chase bank. They have told me they would continue reporting it even being outdated and expired statue. I'm in my 60s there reporting this is keeping me from being the best I can by doing this they are stopping me from being accepted in assisted living centers and other areas of my life, its almost like they are flexing there power to control my life, and selling of this outdated info to reporting agencys and third partys is affecting my life & health. I have sent letters requesting this to take place but received nothing Thank you
Company Response:
State: OK
Zip: 73112
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened checking account at Chase Bank as of month XX/XX/2020. I deposited first with Cashier Check amount {$10000.00}. Saved from 20 years employment. After three months using bank services, made transactions. And then opened business account. Unexepectedly the bank Chase suspended my checking and business accounts without warning or notifying. Called many times to several departments. Finally contacted to Department Fraud. They threated me to report to police and FBI for no reasons. Asked for more personal info of my contacts that made large transactions. Again and again explained to them. Asked me where i did get {>= $1,000,000}. I explained that saved from 25 years employment. They refused to accept. Afterwards I asked for releasing Cashier check. They promised to send to California State then forwarded to my address. I waited long time, seems Chase Bank never did. Finally Chase Bank decided to close my two accounts without to release or sending Cashier Check. They confiscated large amounts : {$12000.00} from checking, and {$3800.00} from business. I'm desperate to do have to receive. Unsuccesfully. I decided to file complain to CFPB. Hopefully help me to get funds back to me.
Company Response:
State: CA
Zip: 94553
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: I was just checking my savings account on my app and I noticed they charged me a {$5.00} fee. I scrolled down and saw they had done that for the past 10 months. That is not acceptable, I always kept {$100.00} minimun in there because I was told there would be no fee, so I never checked their fees they have been charging me. I have another savings account and had I known Chase was doing this I would have cancelled my account. I was not charged a fee prior to this and I was not notified I would be being charged. This is deceitful prectice I want my {$50.00} returned. As soon as I set up a new transfer for direct deposit I will be closing all my accounts. Shame on them stealing from customers a big bank.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: Commencing on or around XX/XX/2022, I fell victim to a multi-layered scam operation run by XXXX which involved me making deposits for a total amount of XXXX USD from my Chase Bank account to the fraudulent investment firm. When determining whats reasonable and fair, we should focus on the issue of liability ; common queries include, but are not limited to, the following ( i ) whether Chase Bank did not take notice of any rule, law, or regulation, and/or possibly missed any material elements of the relevant bylaws or codes of conduct, that may have prevented them from protecting my financial safety ; ( ii ) whether by virtue of Chase Banks custodianship over my funds or by its control over them, they owed a fiduciary duty to the me and if so, whether that duty was breached ; ( iii ) whether Chase Bank promoted the transaction ( s ) in question despite being aware of the nature of the transaction ( s ) in question ( iv ) whether Chase Bank was in compliance with its own policies and procedures ; ( v ) whether Chase Bank owed duties to myself, what the scope of those duties was, and whether Chase Bank did not uphold those duties ; ( vi ) whether Chase Banks conduct was unfair ; and ( vii ) whether Chase Bank has within its power the ability to, and should, compensate me for the harm that has befallen me. Upon identification of such unusual or suspicious activity, it is crucial that the relevant staff member adequately describe the factors making an activity or transaction suspicious, thoroughly depict the extent and nature of this activity and properly communicate to the customer that such activity meets the relevant criteria of fraud. In providing its services to a customer, a financial institution is required by law to exercise the care and skill of a diligent, prudent banker. In this case, this means that the payment service provider should not turn a XXXX eye to known facts pointing to a real possibility that their customer is being scammed. In other words, Chase Bank must have had special knowledge of what was occurring or been alerted to a real possibility of fraud taking place. The financial institution must have known or reasonably ought to have known that I was dealing with a scammer. Granted, there is room for diversity of view insofar as reasonableness is concerned. Indeed, there is a sense in which the standard of care of the reasonable person involves in its application a subjective element. However, it must be remembered that the correct test is always reasonable care in all circumstances, not average care. The fact that most people behave in a certain way may be good evidence that the conduct is reasonable, but this is not necessarily the case. Although reasonableness is a very fluid concept, all of the evidence suggests that Chase Bank did not foresee the fraud and disregarded even the most obvious dangers in this respect. Situations do tend to repeat themselves and it is advisable to examine previous outcomes to see how the standard of the reasonable person should be applied, and that lessons can be learned from the errors of the past.
Company Response:
State: LA
Zip: 70570
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A