Date Received: 2023-01-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, I tried to book a hotel for my family vacation. The amount was for {$1000.00}. The transaction did not go through and I received a text message from Chase at XXXX XXXX stating there was fraud detected. The text asked me to answer yes or no. If my answer was yes, I would not be charged and had to try again. If it was no, my card would be closed and Chase would send me a new card. I answered yes and I received a text message saying thank you for confirming my transaction to retry the transaction. I did not retry to book again that day. The next day ( XX/XX/XXXX ) I noticed I had not been charged for the hotel. I decided to book a different hotel. Before I booked another hotel, I decided to call Chase 's customer service to get clarification on whether the transaction had gone through. If so, would I needed to contact the hotel or Chase to cancel the transaction. The Chase agent informed me the transaction had been declined so i had not been charged for the transaction. I would only be charged if if I tried to book the hotel again. After hanging up, I did not book the same hotel and booked a different hotel. On XX/XX/XXXX, a week later, I saw I had been charged the {$1000.00} for the first hotel on or around XX/XX/XXXX. I called Chase to ask why I had been charged the {$1000.00} since I never rebooked the first hotel and I had also called to confirm with an agent on XXXX XXXX, XXXX that I would not be charged unless I tried to rebook the hotel. They stated they would conduct an investigation into the matter and would refund me the amount for the moment. On XX/XX/XXXX, I received two letters from Chase stating they had completed their investigation into the transaction I reported to them on XX/XX/XXXX. Chase stated they found that the transactions were processed based on information I provided or authorized. As a result, they would remove {$280.00} and {$740.00}, totaling {$1000.00}, from my account on or after XX/XX/XXXX, which they did. After I received these letters I have called them twice about this issue to get clarification on why I was told misleading information about whether the transaction had been approved or not. I have been told by Chase agents there is nothing they can do since I voluntarily submitted my information even though I never stayed at this hotel.
Company Response:
State: KY
Zip: 40511
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I am a long-time Chase Bank customer . I received an offer for a 0 % balance transfer for the " Chase Freedom Flex '' credit card with a " Respond Now '' button on my Chase account online. Chase did NOT make it clear that the 0 % balance transfer only applied to balance transfers from other banks. I was planning to do a balance transfer from my other Chase card. I clicked " Respond Now '' and when prompted to enter the credit card number that I wanted to do a balance transfer from, I entered my other Chase credit card number. I did not receive any alerts notifying me that I was not eligible to transfer the balance from another Chase card to receive the 0 % offer on the Chase Freedom Flex card. Rather, I was allowed to complete the workflow and moments later my Chase account log-in showed a Chase Freedom Flex card as one of my Chase accounts. However Chase did not ever process the balance transfer request. I called Chase to inquire about the status of the balance transfer. I was first told that " there is no 0 % balance transfer offer for this card. '' When I explained that I could see text on the Chase website conveying the 0 % balance transfer offer, I was transferred to the Chase Freedom Flex customer service department. The Chase Freedom Flex customer service agent told me that it would take a few days to process the 0 % offer. They then asked what card I was trying to do a balance transfer from. I told them that I was trying to transfer from my other Chase credit card. It was only at that point ( after I had applied for the card including balance transfer offer, had the card opened on my account, and contacted customer service and spoken to two customer service agents ) that I was notified that the 0 % balance transfer offer does not apply to other Chase credit cards. I told the customer service agent that this was never made clear to me and the only reason I opened the Chase Freedom Flex card had been to transfer the high-interest balance from my other Chase card XXXX The customer service agent apologized but did not offer a solution. In discussing this situation with several friends I have learned that other financial institutions, such as XXXX, notify customers with a pop-up alert during the balance transfer process if they try to transfer a balance from another XXXXXXXX XXXX card. There is no reason Chase does not have a pop-up or other notice in the card application workflow to notify customers that they can not transfer the balance from another Chase card. If I had received a pop-up notification informing me I could not transfer the balance from another Chase card, I would not have opened my Chase Freedom Flex card at all. I feel like I was tricked by Chase into opening another Chase credit card that I do not want or need, on the premise of having a 0 % balance transfer available. I was never notified that I could not transfer a balance from another Chase card to this new Chase credit card, and never would have opened the Chase Freedom Flex card if I knew I could not transfer a balance from my other Chase credit card.
Company Response:
State: CA
Zip: 946XX
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
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 incorrectly overcharged by {$1200.00} by merchant XXXX XXXX on XX/XX/XXXX, and have an email from XX/XX/XXXX where the merchant agreed I was overcharged by {$1200.00}. The merchant said they would issue money back and I asked them to resolve via the Chase dispute process based on advice from the bank. Chase denied my claim on XX/XX/XXXX so I provided the merchant documentation to Chase and reopened the claim on XX/XX/XXXX but they denied it again on XX/XX/XXXX.
Company Response:
State: CA
Zip: 90291
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have recieved a call today from a debt collector trying to collect funds from an account I have no idea about, As this has never happend to me before please help me remedy the situation and let me know what to do. Thank you for your help and is much appreciated and im looking forward too hear from you soon.
Company Response:
State: CA
Zip: 91754
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Entities Involved - Chase Bank, XXXX, XXXX XXXX, and XXXX XXXX XXXX I use Chase Bank for my banking needs. I hold a checking and a savings account with them. They have an affiliated service- XXXX- for money transfers that uses phone numbers or emails as identifiers to send money. On XX/XX/XXXX, I made a payment of {$1700.00} to an individual known to me by using her email which is linked to her XXXX Account. I was told by the individual that she has not received my payment. On receiving this news, I called Chase Bank 's customer care number and visited their branch in XXXX XXXX to seek help. They registered a claim on XX/XX/XXXX. They responded on XX/XX/XXXX, that the money was received by the individual - the intended recipient of the money on the account linked with her email address on XXXX. I again went back to the individual stating that the bank has completed an investigation and that they are claiming that the money is with you. The individual responded by providing me an email copy from her bank- XXXX XXXX - that no such money has been received in her account linked with XXXX with them. I went back to Chase to reopen the claim on the basis of this document. They came back saying that the money was received by the intended recipient in the bank account linked with the email and her XXXX account. On my repeated queries with the bank to figure out the whereabouts of my money, one of the customer care executives/investigation team members suggested that I request the intended recipient for her bank statement for the month. I complied and requested the bank statement from the intended recipient. The individual was not comfortable with sharing the banking statements but assured me that she will check with her bankers again. She wrote back by email saying that she went to both her bankers ( XXXX XXXX XXXX and XXXX XXXX XXXX ) where she has different XXXX accounts. She categorically wrote in the email that both banks denied receiving any such amount. On XXXX XXXX XXXX, XXXX, I requested Chase Bank and XXXX separately to provide me with the details of the bank account where they believe the money is deposited. They have not provided this information citing privacy concerns and are not paying heed to the fact that the intended recipient checked with both banks about the money and came with the same reply that the money was not received in her accounts. In the end, I don't know where my money is sitting and the information about this is sitting with Chase and XXXX.
Company Response:
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On the XX/XX/23 JP Morgan chase closed my account to protect my account against potential fraud and they would mail the balance of my account to me in XXXX days. This never happen and the keep telling me they can not give me more information and will not give me my money of XXXX.
Company Response:
State: FL
Zip: 33308
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2022, I learned that two checks that I had placed in the mail had been stolen, washed, and rewritten for much larger amounts, and a total of {$15000.00} had been stolen from my checking account. The first check was stolen in XX/XX/2022 and the second check was stolen in XX/XX/2022. I reported this to my local Chase branch in XXXXXXXX XXXX and filled out the required affidavits and other forms to submit to the bank 's check fraud department. The bank refunded the amount that was stolen as a result of the second check. However, it did not refund the money that was stolen as a result of the first check ( {$6200.00} ). Therefore, this complaint will focus on the first check ( check number XXXX ). I mailed the first check on XX/XX/2022. The thief stole it out of the mailbox that night and cashed the check on XX/XX/2022. Chase denied my refund request regarding the first check because I reported the theft 35 days after the bank 's reporting time limit had elapsed. However, on XX/XX/2022, someone ( presumably the person who stole the check ) called Chase and transferred {$12000.00} from my savings account to my checking account. This transfer occurred without my knowledge, permission, or authorization. I have never transferred money over the phone. Chase failed to properly identify the person who impersonated me over the phone. ( And on XX/XX/2022, which was right after the second check was stolen, the thief or one of his associates transferred {$30000.00} over the phone from my savings account to my checking account ; the bank failed to properly verify his identity on that occasion, as well. ) If Chase had not allowed the thief to transfer {$12000.00} from my savings account to my checking account on XX/XX/2022, the day before he cashed the first check, then I would have learned about this fraud much sooner, and I would've reported it within the XXXX day time limit required by the bank, because I would have received a text message from the bank saying that my checking account balance had fallen below {$500.00}. I would have immediately inquired as to why my balance had fallen that low because I'm always very careful to have enough funds in my checking account. Therefore, I request that Chase refund the {$6200.00} that was stolen from me as a result of the thievery of the first check and the unauthorized transfer of funds from my savings account to my checking account. Ever since I learned of the theft of my checks in early XXXX, I have spoken to numerous Chase staff members regarding the first check, and I appealed the bank 's denial of my refund request. However, the bank still refuses to grant my request, which is why I am filing this complaint with the CFPB. Among the documents that I have attached to this complaint, I have included two statements for my checking account showing the unauthorized telephone transfers that occurred on XX/XX/2022, and XX/XX/2022. I also have attached a copy of the first forged check and a copy of the bank 's letter denying my request to return the money that was stolen from me as a result of the first forged check.
Company Response:
State: NY
Zip: 11364
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I checked my credit score on the Chase Credit card website and it says that I have various credit cards recently open, but I've never had a credit card in my life, so I think someone stole my identity.
Company Response:
State: NC
Zip: 28213
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
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 filed a dispute with Chase Sapphire credit card about XXXX XXXX for {$1500.00} on XXXX XXXX, 2022. XXXX was hired to pressure wash, re sand and seal my pool deck. Product washed away after first rain. He agreed to return but after several weeks and calls never did. I had called Chase on a separate issue and the customer service rep asked if I'd like an update on my dispute. She read a detailed letter to XXXX in my favor. After returning from vacation Chase sent me a letter in favor of XXXX. Spoke to supervisor at Chase, XXXX, and was told I could request another review. After researching my case she said there is " no footprint '' of that conversation and I was out of time to dispute further. I have had this credit card 27 years. Never have I filed an erroneous dispute
Company Response:
State: FL
Zip: 33950
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: XX/XX/XXXX Dear XXXX XXXX XXXX, I called Chase VISA fraud department the other day and they requested I send another letter to your attention regarding my matter of fraudulent charges on my Chase Visa credit card. The charges on XX/XX/XXXX were in the amount of {$42000.00}. I have been writing letters and sending them certified mail and calling to resolve this matter for over a year and to have the fraudulent charges removed from my account. I have not had any luck and have been passed around from person to person and no one saying they can do anything to assist me resolve this matter. Here are the facts of this matter : 1- Fraudulent charges made XX/XX/XXXX for {$42000.00} 2- On XX/XX/XXXX I was requested to send a certified letter which I did to your attention and you signed for it 3- On XX/XX/XXXX I went to Chase bank in XXXXXXXX XXXX and spoke with branch manager XXXX XXXX, who got on the phone and spoke with a Chase representative in the fraud department 4- I have been a Chase VISA card member for nearly 40 years and anytime over those 40 years if I make a large purchase for over {$4000.00} I immediately give a call from VISA and they ask if it was myself that made the purchase 5- Yet on XX/XX/XXXX a charge for {$42000.00} is made and I never received a phone call 6- I have no idea who made these charges, where it was made nor what was purchased for those charges I am looking to resolve this as it is effecting my credit score and it has been going on for over 1 year. In addition I wanted to use my credit card and need a new one issued once this matter is resolved. I thank you for your help in this matter and look forward to its resolution. If this matter can not be resolved you will leave me not choice but to report this to the FTC to have them be in contact with you to resolve this matter. Sincerely yours, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Credit card # - XXXX
Company Response:
State: NY
Zip: 10940
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A