Date Received: 2023-01-11
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/XXXX I opened Checking and Savings accounts with Chase. I attempted to transfer {$2000.00} to the accounts to meet their minimum balance requirements to avoid paying fees. Both account were soon closed. I went into a branch to ask why, but the banker told me he could not give me any information, just that, " at this time Chase has chosen not to do business with you ''. On XX/XX/XXXX, I saw that Chase was doing a promotion where you will receive {$200.00} if you open an account and receive a direct deposit within 90 days. I decided to apply for a Checking account with Chase again. I received a message saying " we can not open account for you at this time with the information you have provided. '' On XX/XX/XXXX I went into a branch to ask for help. The banker called the " back office '' to figure out why my accounts were closed. The banker told me that it was because the account I had initiated a transfer from was not in my name. My bank account was opened when I was a child, and was a joint account with my mother. I emailed the banker a statement showing my name on the account, and I was able to open new Checking and Savings accounts with Chase. On XX/XX/XXXX I transferred {$300.00} into the Savings account to meet its minimum balance requirement without fees. On XX/XX/XXXX I tried to log into Chase 's mobile app to set up direct deposit to my Checking account, but I received a message saying my account was suspended. I called the banker I spoke with on XX/XX/XXXX for help. He called the " back office ''. The banker told me the checking account was being closed, but my restriction had been lifted and I could now sign in again. He recommended I try to open a checking account again. On XX/XX/XXXX, I opened a new Checking account. On XX/XX/XXXX, I tried to log into Chase 's mobile app but I received another message saying my account is suspended. On XX/XX/XXXX, I called the banker to ask why my account was locked. He told me he did not know, and to call the number ( XXXX ) XXXX. After staying on the line for 43 minutes, I was told they do not know why my account was locked. The rep lifted the restriction, but told me that my checking account would close and to open a new one. I said I have gone through this process, and asked what guarantee I have that the account won't be closed again in a few days. The rep said they can not say.
Company Response:
State: CA
Zip: 94115
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I woke up on the morning of XX/XX/2023 to deposit a check onto the Chase online banking app and did so successfully into my checking account but noticed that my savings account which had over {$350.00} dollars in it was completely gone and I was left with only a negative balance I had in my checking account. That was all the money I had and now XXXX cant pay bills or do anything. I contacted the customer service and I was told they closed my savings account the day prior due to inactivity for 69 days which makes no sense. I went to ten branch downtown in person and spoke with a representative there and was still given no clear answers as to where my funds went or why it was closed and she pulled up my activity and it showed I used the checking account multiple times. She called someone on the phone and all they told me was I need to file a claim or I could wait 2-3 days to have my funds available in my checking account but rn I have nothing and nobody can give me any clear answers. Its like the bank just stole my money.
Company Response:
State: WA
Zip: 98058
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: on XX/XX/2022 my girlfriend and I were in the parking lot of a food truck when we were approached by XXXX people armed masked gunman. The XXXX had hoodies to cover their head and mask, this instantly made me fear for our lives. The XXXX approached the car and immediately told us not to move or say anything or they would shoot. After that they took all of our belongings ... our wallets. her purse. my backpack and our phones. at the time we were so afraid that we were completely unaware or why they were moving our phones around our faces but that was the furthest thing from our minds. we were just trying to make it home safely. I later discovered an unauthorized transaction on my account on the amount of XXXX $ USD. I contacted Chase Bank about the unauthorized transaction and they ask me to explain what happen. I explain the situation and they made the claim and told me they would have a decision on my case in a few days. A few days past I didnt receive a call or notification. I contacted chase again only to find out my case was denied. I asked for a reason and they told me because it was threw Face ID and they couldnt prove it. They asked me to prove it was unauthorized. I asked what could I do to prove the incident they asked me for supporting files to prove my case. I asked them would a police report helped, they said yes they dont deny police reports normally when are faxed in to them. So I faxed the police report. I also faxed an online police to make sure. I called back and let them know the documents where on the way, and was there anything else I could do to make this process faster or more convenient for us both. They replied no and said we will wait on the documents to reopen your case. So I wait another week call back and they still have received the documents.they told me it would only take XXXX hours. I wait and call back in XXXX more days and they still havent received them yet. I asked to speak to a manager an they pretty much tell me the documents want help. they dont know why they even told you to waste my time and send them we hand we. I call back the next day and the new representative tell me the documents will help. I repeat this process for weeks. So I go into the branch to send them and the branch had to send the documents 3 times before they received them. Only for Chase tell me XXXX days later, after the holidays that my case was denied again and theres nothing I can do about it. I have talked to XXXX different managers and this has been going on over a months and a half. I been to the branch and call them XXXX plus times. I need yours help to resolve this case XXXX $ is a lot of money that I dont have to waste please help.
Company Response:
State: TX
Zip: 77090
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Chase account closed as I was a victim of check fraud from someone posing as a XXXX XXXX someone who identifies as a wealthy older woman who takes care of younger men financially. Checks were sent to me via email in which I was told to digitally deposit them where I found out they were fake the unfortunate way by my accounts closing.
Company Response:
State: NJ
Zip: 07008
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023 XXXX I Deposited {$600.00} into Checking Account ending in XXXX, ATM did NOT process or Deposit Money into Account. I need A Refund INSTORE or Money deposited into said account ASAP.
Company Response:
State: CA
Zip: 90022
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/22 I became a victim of a scam after receiving a call from a woman who impersonated Chase Bank. She informed me that my bank account had been compromised. I became wary and asked for verification that this was indeed my bank. The person on the phone knew all of my information which led me to believe it was Chase. They informed that I would need to make a wire transfer to verify my account since a hacker had compromised it and was attempting to wire {$3200.00}. I was sent a verification code and provided login credentials during which the scammer added a fake recipient in my account under the name of redeposit and instructed me to wire {$3200.00} to myself. After the wire transfer had been completed, the person on the phone stopped responding and I immediately hung up and called Chase, where I was informed that I had been scammed. I spent over XXXX hours on the phone with different people from Chase, who took down my information and I was advised that an investigation would be initiated and my funds would be recalled. I was never informed that I had the ability to initate this recall myself nor was I given any information regarding the bank account that received my funds. I conducted multiple outreach calls to Chase in an attempt to receive updates and inquire if I could do anything on my end. Unfortunately, my case was closed because they deemed that this was not a case of fraud. Time and resources were wasted trying to prove whether this was fraud or not when I described on many occasions what happened and informed of the voluntary transactions made under the pretense that I was indeed speaking with Chase. I spoke to a supervisor who advised that the case could be re-opened if I submitted reports showing that this wire transfer was made to a fraudulent recipient. I submitted a report to the FTC and was going to submit a police report, until I was advised by a Chase associate that this would not change the outcome of my case. This same associate confirmed that the recall from the bank was initiated nearly XXXX hours after I contacted chase to report the incident. I do believe that the bank was negligent in prioritizing the recall. Their response was that they were unable to get in contact with the receiving bank ( XXXX weeks later ). And as mentioned before, I was never once informed that I was able to complete this recall myself on the mobile app which could have increased the possibility of retrieving my money. I have asked to escalate my case and am still waiting to speak to a supervisor.
Company Response:
State: NY
Zip: 10461
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: Thank you for helping us! Having {$200000.00} stolen from our Chase bank account has been devastating to our family. We have been saving for years to build a home and this was our earnest money from selling our house. My husband and I have been working every extra shift we can possibly get and have been saving and making sacrifices to achieve our goals. This is honest, hardworking money that was taken from us. We have been doing everything we can to recover our money. We will continue to do as much legwork as we can. We are supposed to close on our home next month and are trying to make other loan arrangements, so we don't lose our house. We are grateful for what we have and know there are others in the world in far worse shape, but we would be so extremely grateful to Chase if they could please replace our money stolen from our account. We are desperate for help and will do everything we can to help this process. We just want you to know how grateful we are to you and your team!!! I have included some information as well as attached all documents I have that hopefully will be of some help. Please reach out to me ANYTIME with any questions you may have! THANK YOU! 1. Company Name : JP Morgan Chase Bank 2. XXXX Fraudulent Wire Transfers occurred from my Chase account on XX/XX/2022 and XX/XX/2022 for a total of {$200000.00}. a. {$25000.00} to XXXX XXXX XXXX in XXXX, XXXX on XX/XX/2022 b. {$35000.00} to XXXX XXXX XXXX in XXXX, XXXX on XX/XX/2022 XXXX {$40000.00} to XXXX XXXX XXXX in XXXX XXXX, XXXX on XX/XX/2022 XXXX {$25000.00} to XXXX XXXX XXXX in XXXX, XXXX on XX/XX/2022 XXXX {$35000.00} to XXXX XXXX XXXX in XXXX, XXXX on XX/XX/2022 XXXX {$40000.00} to XXXX XXXX XXXX in XXXX, XXXX on XX/XX/2022 Timeline of events : XXXX. XX/XX/XXXX ( Thursday ) : I received a call from " Chase Fraud '' at XXXX from the number ( XXXX ) XXXX. I was asked if I made a wire transfer transaction of {$25000.00} to a XXXX XXXX XXXX. I said absolutely not. I then asked them who they were and where they were calling from to be sure I was talking with Chase Bank. They said we're calling from Chase Bank Fraud department and that the number they were calling from is the same number on the back on my debit card. I then looked at my card and compared the number, and it was the same. I asked them to call me back in XXXX minutes. I then hung up and redialed the number that they called me from. It went to the Chase Bank automated system, so I figured it was the actual Chase Bank. From that moment on, I didn't think this wasn't Chase because I had done my due diligence in checking the number. I did not give them any personal information. They then kept me on the phone until almost XXXX while they completed what they called " wire transfer reversals ''. They were using Chase lingo like " back office '' and transferring me to their supervisor for certain steps of the " reversal '' that it felt very organized, smooth, and correct. If I questioned what they were doing or any other question about the process, they texted me what they called one-time codes, but they were just a few numbers from a random phone number. The text did not come from Chase or have any other description within the text, for instance stating it was a onetime code or that Chase never asks for the code like the texts I have gotten from Chase over the years when there is a legitimate transaction in question. The fake fraud people said there were XXXX wire transfer attempts of ( {$25000.00}, {$35000.00} and {$40000.00} ) that were made on my account and in order to stop the money from leaving my account, they needed to perform these " wire reversals '' for each transfer. They kept me on hold for hours, checking in with me periodically. They told me I would see the money leave my account but continuously assured me that he could see the money and that it was in " holding '' and it would be released back into my account after the reversals were completed. By the end of Thursday, he said the reversals all looked good and that before they could release the money back into my account, they needed to do a virus scan to make sure my account was clean because it'd been hacked. They said the process takes many hours and that they'd call me back first thing in the morning. Looking back, my best guess for them contacting me at all was to keep me preoccupied on the phone while these fraudulent transfers were done so I wouldnt have the chance to call or go into the actual Chase branch to see what was going on. XXXX. XX/XX/XXXX ( Friday ) : I received a call back from " Chase Fraud '' at XXXX from the same number as yesterday, ( XXXX ) XXXX. It was XXXX of the same men that I was talking to the day before. He stated that the virus scan was completed and that there were XXXX different viruses detected on my account. He then said that because of this, the " Wire-reversals '' that were attempted yesterday didn't end up processing and that he needed to do them again. I was then kept on the phone with them for another XXXX hours and XXXX minutes while they did these reversals. By about XXXX they said that all the reversals were completed and that now they needed to reset my account and then the money would be released from hold and placed back in my account. Again, they reassured me that the money wasn't gone but was in holding. I was on hold with them and I happened to go into my profile in my Chase app and I saw a phone number in my account that I didn't recognize. I told them that there was an unfamiliar phone number in my account, and they said I couldn't take it off from my app but that they'd take care of it. Right then, it disappeared. After another XXXX hours on hold, I started to feel that something wasn't right. They kept saying they could call me back when the process was completed, but I felt like I didn't want to hang up in case the next Chase representative didn't know what was going on and I didn't want to lose our money. By XXXX. I decided I needed to call Chase myself and check to see what was taking so long. I told the man on the phone to call me back in XXXX minutes ( which of course he didn't, and I haven't heard from him since ), and I DIALED ( XXXX ) XXXX and then the Chase Fraud department at XXXX. While talking with the actual Chase Fraud Representative, she asked me " what do you mean by " wire reversals ''? It was at that moment that I realized this was all fraud! We then spent the next XXXX hours on the phone with Chase Fraud Claims filing claims for each of the XXXX fraudulent wire transactions. They told us that they would mail an " Unauthorized Signature or Forged Item Declaration '' form for us to fill out. They said we would receive it in a couple business days ( Tuesday, it didnt come until 10 days later ). We asked if it could be faxed or emailed so we could complete it quicker, but they said it had to be mailed. We also called XXXX, XXXX, and XXXX and had our credit frozen. XXXX. XX/XX/XXXX ( Saturday ) : My husband and I went into our local Chase Branch at XXXX. We wanted to talk with a Chase Representative face to face and make sure we have done all we can do. We talked with XXXX who called the Chase Fraud department himself to check on our claim. He also asked if he could have the forgery paperwork faxed to the Chase branch, but again was told it has to be in the mail. XXXX printed off all XXXX fraudulent wire transfer transaction details documents for us, which I have attached to this email. XXXX of the transactions went to XXXX XXXX XXXX, and the other XXXX went to XXXX XXXX XXXX XXXX. My husband contacted the XXXX XXXX Police Department and filed a case with them. We have been given a detective to work on our case. I have attached the police report. The detective has since sent subpoenas to all the receiving banks of the fraudulent wire transfers. XXXX. XX/XX/XXXX ( Tuesday ) : I called Chase Fraud to check on our claims, and I was told that our claim has been denied and our claim has been closed! I told them my phone number had been changed and they were receiving the calls/texts from Chase and THEY were verifying the transactions, not ME! After a few more hours on the phone with Chase feeling like I was getting the runaround, I was able to talk with someone who advised me to call corporate for help. She said this was my last hope. She also said I should go into XXXX XXXX and XXXX XXXX XXXX branches and ask if they could help track down the transactions. I did this, but they were unable to help me because I don't have an account with either of those banks. I also called the fraud department at XXXX XXXX and was told the same thing. This has been hours and hours and days of getting nowhere. I went into our local Chase Branch again and was able to speak with the bank XXXX, XXXX. She called the claims department and was told the same thing, however they told her that she could print off the forgery paperwork in her office! She did and we filled it out and faxed it back right then ( the paperwork didn't end up coming in the mail until XX/XX/XXXX ). XXXX also called the Chase Corporate number and was able to talk with XXXX who was kind enough to start a new case for us. XXXX. For the rest of the days until now, we have been in almost daily contact with XXXX XXXX and the Chase Corporate representatives for my claim. I'm trying to stay proactive and do the legwork that I can do to save you time and give you the information I can find. I was able to find more information about the wire transactions from my Chase App. I was able to cross reference them with the transaction details from Chase Bank through matching reference numbers with XXXX numbers for XXXX XXXX and matching message to recipient with XXXX REF and matching reference number with SSN for XXXX XXXX XXXX. I have used the secure message section in my Chase App to converse with Chases wire transfer team. I have faxed Letters of XXXX multiple times to all the receiving banks. I have received messages through the secure message app stating I need to send the XXXX XXXX XXXX on the XXXX XXXX XXXX although the XXXX of my local Chase branch, the wire transfer team, and I am unable to get XXXX XXXX to send the template they request. In fact, XXXX XXXX fraud team says the template requested doesnt exist. Also, the number that was given to me to call Chases wire transfer team does not work. When I call it, it says it is having technical difficulties and then it disconnects. The number is XXXX. Just another example of the run around I am getting from Chase and the receiving banks. I have once again reached a dead end. Chase has had ample opportunity to do the right thing, which would be to replace the {$200000.00} fraudulently stolen from my account. It is absolutely appalling to me that Chase could allow this to happen. I have never performed any wire transfers within the 7 years of banking with Chase. Wire transfers is a very unusual activity, let alone the huge amounts that were performed, XXXX of them over XXXX days totaling {$20000.00}! I have spoken with other banking institutions, and their wire transfer process consists of denying the costumer the ability to transfer such amounts online. They require their costumers to come into the branch to do these types of transactions. Unfortunately, legal and other means is now required. Attachments : XXXX. XXXX XXXX XXXX phone records for XX/XX/XXXX and XXXX showing the fraudulent Chase calls. 2. Transaction details from Chase Bank with corresponding transaction details from Chase App. 3. Forgery paperwork from Chase 4. Official denial letter from Chase 5. Police Report 6. Letters of XXXX for receiving banks Thank you so much!
Company Response:
State: UT
Zip: 843XX
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I applied for a Chase Sapphire Reserve personal credit card in XX/XX/2022 but it wasn't approved until XX/XX/2022 due to delay and multiple rejections of my identification documents in different forms that led to having XXXX hard inquiries that shouldn't be at my fault. An agent representative on the phone incorrectly entered my personal information which led me to require to submit identification documents over the mail. I asked if I could securely email or fax it to the company faster, but many agents told me multiple times that I could only finish the application by paper mail. XXXX paper mail was never received because it was missing, but the other XXXX were rejected due to the inability to read the document even though I provided both black & white and color copies in case. Next, another agent told me that I can have the Chase Bank fax the ID documents for me when I thought I couldn't do it in the first place. I submitted official documentation ( not copies ) to the first branch in XXXX XXXX ( or XXXX? ), but when I followed up next week with customer service on the phone, they told me that they were unable to see the documentation. They did not specify how they could not see it. I repeat the step at a different Chase Bank and had them ensure they fax my official documents ( not copies ) clearly. The second Chase Bank in XXXX XXXX offered to call customer service for me to follow-up on my credit card application because it was XXXX months since I applied for the credit card at this point. Their credit card customer service line stated that my credit card application is closed because it was over XXXX limit. I told her that I was not made aware and I'm having trouble getting my credit card approved over the inability to see my ID documents, no specifications again. The previous agent also told me that my application will remain open due to simple required ID documentation. Then I followed-up with my application next week to find out that my ID documents that were faxed to a SF Chase Bank were denied because they can't read them again. I also complained that I had a second hard inquiry that is not my fault, but Chase and the credit bureau did not help. Finally in XX/XX/2022, a person from the same customer service number I called since the beginning of the application told me that she can send a secured email to submit my documentation through my Chase app. The submission and completion of the application only took less than XXXX while the entire ID submission took nearly 3 months and XXXX hard inquiries. Throughout the XXXX process, I've used the same form of ID documentation.
Company Response:
State: CA
Zip: 94606
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Chase bank puts unusually long holds on my funds. I made 2 deposits on XXXX and its now XXXX and the funds are still not available. One of the check was a personal check and the other was a check from the state of California.
Company Response:
State: CA
Zip: 92346
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Review the section and review your letter doesnt add up I give you 7 business days to have both accounts remove from XXXX and XXXX! A ) Reporting information with actual knowledge of errors. A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 3 ) Duty to provide notice of dispute. If the completeness or accuracy of any information furnished by any person to any consumer reporting agency is disputed to such person by a consumer, the person may not furnish the information to any consumer reporting agency without notice that such information is disputed by the consumer. 623 ( a ) ( 3 )
Company Response:
State: MN
Zip: 55311
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A