Date Received: 2023-01-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was a victim of debit card fraud and Chase has denied my fraud claim. This is a timeline of events XXXX. XX/XX/XXXX Received Text XXXX impersonating XXXX saying they could not deliver a package due to incomplete house number and to fill in the address. Coincidentally I had ordered something and forgot to put the unit number when entering in the shipping address. I thought this text was in reference to that. When I followed the link my web browser did not warn me that the website was a risky one and it looked exactly like the XXXX website. It asked me to fill in my address and pay a redelivery fee of {$3.00} which I did so using my Chase XXXX XXXX. This is where I think my card information was initially stolen. When I looked up my transaction history in my chase account I could not find this {$3.00} transaction. This happened while I was on a work trip and did not really have time to look into it any further, since I didnt see anything on my statement I figured it just didnt go through or something. XXXX. On XX/XX/XXXX at XXXX I received a call from number XXXX that I did not answer. I googled the number and it showed up as a Chase number. At XXXX the number called back and I answered. There was an automated recording saying a chase representative needed to talk to me but first needed to confirm my identity. To confirm my identity, they sent my phone a text message with a code that I entered into the dial pad on my phone. As soon as I did that the call hung up and I received an email to my gmail account at XXXX saying my card had been added to a XXXX XXXX XXXX. XXXX. I immediately I looked up my Chase account and saw a fraudulent pending transaction for some business I have never heard of in XXXX XXXX XXXX called XXXX XXXX XXXX XXXXXXXX XXXX XXXX for {$770.00} along with a foreign conversion fee for {$23.00} for the XXXX XXXX Charges as they appear on my statement : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I called Chase XXXX XXXX and filed a fraud claim for the aforementioned transactions. XXXX. On XX/XX/XXXX Chase sent me a notice saying they denied my fraud claim saying they found the charges to be real and that I authorized them. XXXX. On XX/XX/XXXX I called Chase Fraud Support on XXXX separate occasions times looking for an explanation as to why my claim was denied. XXXX of the XXXX I was disconnected mid conversation with a supervisor. Finally when talking to the XXXX supervisor I was told it was denied solely because it did not appear as though my debit card ending in XXXX was added to a XXXX XXXX on a different device. They also told me the type of transaction that was processed was an in XXXX XXXX XXXX Tap Transaction which makes no sense because the charge is for a company in XXXX. I also did not receive a fraud prevention alert for this foreign transaction. I explained to them that this transaction does not exist anywhere in any of my XXXX XXXX activity/statements nor have I ever used my Debit Card with my XXXX XXXX XXXX. If I had performed this transaction myself as they are saying then there would be some kind of evidence of it somewhere in my XXXX XXXX activity. There are no other transactions in my chase checking account history going back to XXXX that are anything like this fraudulent charge to a foreign company in XXXX. I reported the fraudulent activity immediately after it happened while the charge was still in a pending state. Chase fraud support was not interested in any explanation or evidence I had to provide to them that this was fraud. The last supervisor I spoke to clearly stated to me that I was a victim of fraud but Chase would not do anything to help me.
Company Response:
State: CA
Zip: 90802
Submitted Via: Web
Date Sent: 2023-01-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Im submitting a complaint to you today to inform you I was the victim of identity theft. I researched on how to remove the fraudulent account in my report and found that I need to visit FEDERAL TRADE COMMISION or XXXX XXXX XXXX XXXXo file a report and Per FCRA section 605b Credit Reporting Agencies are required to remove/block any account listed on an id theft report. Please find the ATTACHED documents to assist in the blocking of the erroneous information which is being posted to my report. Here is the list of account/item which do not belong to me or was opened without my permission. I found that under section 605b ( a ) XXXX, and XXXX shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than XXXX business days after the date of receipt and it requires the following documents and statement to remove the disputed accounts on my file : ( XXXX ) Appropriate proof of the identity of the consumer ; ( XXXX ) A copy of an identity theft report ; ( XXXX ) The identification of such information by the consumer ; and ( XXXX ) A statement by the consumer that the information is not information relating to any transaction by the consumer. The dispute item do not belong to me. Im attaching the required FTC Report for you ( which complies with FCRA Section 603 ( q ) ( XXXX ) which states ( XXXX ) The term " identity theft report '' has the meaning given that term by rule of the Bureau, and means, at a minimum, a report ( A ) That alleges an identity theft ; ) ( B ) That is a copy of an official, valid report filed by a consumer with an appropriate Federal, State, or local law enforcement agency, including the United States XXXX XXXX XXXX, or such other government agency deemed appropriate by the Bureau ; and ( C ) The filing of which subjects the person filing the report to criminal penalties relating to the filing of false information if, in fact, the information in the report is false. ) JPMCB CARD XXXX Date Opened : XX/XX/2015 Balance : XXXX According to FCRA Section 605B ( a ) the CREDIT REPORTING AGENCIES shall block any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than XXXX business days after the date of receipt.
Company Response:
State: NY
Zip: 11218
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I opened this claim XXXX, the bank never requested more information about this transactions and the problem, also never requested a letter explaining the situation or even my signature. The purchase was made on store face to face but as many stores they dont have the product on the same site, so in this case they will send it to my address. The merchant never provided the goods, so I opened this claim with my bank, Chase. But they denied the claim saying the transactions was made face to face so the goods must be taken on that time. attached goes the receipt showing they will send it.
Company Response:
State: CA
Zip: 91205
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
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 have disputed a charge twice with Chase Freedom XXXX card. Each time, Chase fails to provide evidence of what the merchant is claiming- yet resolves the dispute in the merchants favor. I disputed a charge on my Chase Freedom XXXX card. On XXXX XXXX XXXX I purchased a stay thru XXXX XXXX for XXXX XXXX XXXX XXXX XXXX The next day, XX/XX/XXXX, I tried to cancel the purchase but was told that I purchased a non-refundable stay. I was not aware that I purchased a non-refundable stay. Had I known, I would have purchased trip cancellation insurance which is very inexpensive. In fact, on XX/XX/XXXX, I purchased such insurance for another stay with another company, XXXX, because XXXX let me know in advance the trip was non-refundable. ( See accompanying attachments ). Chase has not provided proof that I agreed to a non-refundable purchase. I simply received a letter stating that the charge is valid and fails to provide evidence that I was aware that I was purchasing a non-refundable purchase per the merchant. ( See attachment ).
Company Response:
State: WA
Zip: 98310
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Problem with customer service
Subissue:
Consumer Complaint: I am filing my claim against Chase Bank, as Chase refuses to release my apartments security deposit refund to my banking account regardless how many evidences I have provided to prove that I am the authorized payee who should receive the money. The security deposit refund check was issued by my apartment XXXX XXXX XXXX XXXX XXXX XXXX with a total amount of {$3700.00}. The check was issued to both me and my roommate. However, since my roommate had to return to his home country before we received the check, he authorized me to deposit the check to my bank account with written notice. Neither of us would expect, it triggered endless and contradicting processes required by Chase bank. Chase cleared the check and put a hold on the money after I deposited it via Chase mobile app on XX/XX/XXXX. They closed my checking account as I put only my name on the back of the two-party check, and their system suspected it is a fraud. After I received the notification, I immediately went to the Chase branch and explained the reason. I was told that no information will be needed from me, I just need to reopen a new account to receive the check. However, after I followed their instructions, few days later, I was told that Chase will not be able to release the money unless chase deposit team can talk with my roommate via phone call even though he has returned to his home country. After I provided my roommate home countrys phone number to Chase on XX/XX/XXXX, they said they were not able to reach him ( which another Chase agent told me the truth later that they can only call a US phone number ). Then they started to ask my roommates proof of ID, my roommate provided his passport and let Chase know that he authorized me to receive the security deposit given the fact that he will not return to US in the near future. Chase still declined the request, and said the only option left is to have maker of the check to recall the check and make a new one with only my name on it. I had tried really hard to beg my old apartment manager to remake a new check for me, I got told by the apartment manager that there is nothing they can do as Chase has cleared the check on XX/XX/XXXX. When I call Chase again and told them that the check issuer cant recall the money, I got instructed with another approach, providing power of attorney to prove my roommates authorization. On XX/XX/XXXX, I submitted the power of attorney, and I got a reply on XX/XX/XXXX that I could receive {$3700.00} within XXXX to XXXX days. I thought my nightmare has finally comes to the end. But by XX/XX/XXXX, I still havent received the money, I called Chase customer service again. This time they told me that the issuer needs to confirm that the money is for me and my roommate, they still require a registered phone number for check issuer, as they need to verify if the phone number matches with their record, and verify if the check is meant to write to us. Chase completely discards the fact that the check clearly states my name and address on it, and told me even I provided power of attorney, a new problem has arisen. I felt hopeless in this forever loop, just because Chase cant admit that their system mistakenly recognized my valid check deposit request as fraud and refused to release my fund. Chase keeps asking me to providing proofs, even though I did everything they asked me to, there is always a new question for me to solve. Every time I call Chase customer service, they give me a new instruction and many of them conflicted with the one given by previous agents. It has been almost 2 months, I still havent received my money, even though I have visited Chase Branch many times, called Chase deposit team countless time. Because of contradicting instructions provided by Chase, my apartments leasing office refused to help me anymore, as from their perspective, the check has been cashed. I dont know how I can get their registered phone number, and if Chase has the phone number on their system, why dont they just call and verify. I got no response from my apartment when I asked for the registered phone number. I am just a full-time student, who really needs the money to keep my life going. This issue has cost tremendous amount of trouble to my normal life and wasted a ton of my time during my final, with no positive outcome. I dont understand why Chase would cause such trouble to a customer with good credibility and ignored all the evidence and lawful document presented to them. Could you please help me to get my money back, it is really not a small amount of money to me, I need it to pay for my living expenses. Thanks a ton in advance for your help and time. I greatly appreciate it.
Company Response:
State: VA
Zip: 22202
Submitted Via: Web
Date Sent: 2023-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Problem with customer service
Subissue:
Consumer Complaint: I recieved a check in the amount of $ from my mortgage company issued by Chase bank and when I attempted to re open my chase bank checking I was told that chase bank no longer wanted to do business with me after they had lied to me and sold off my mortgage to XXXX. I attempted to cash my check then at a local branch as a non customer where this information was given to me and was told that the amount I was attempting to cash was to large and I would have to open an account with another financial institution or find another branch. I had already driven 2 hours to locate the branch I was at. I then spent the next two hours going to 2 other branches to be told the same thing. I called and spoke with customer service where I was told I would have to check with every branch until I found one willing to cash the check that was issued by chase bank. After finding the check cashing disclosure I found that no such limit on certified checks for non customers exists and one branch even said it would take 2 weeks to clear before turning me away after I agreed and inquired how to get started. So I was forced to return home where I was promptly helped by a check cashing service that unfortunately charged me 10 percent, I even called back and asked the rep about it and they basically said sorry we can't help you honor our check even after I explained I would then sue them for a refund of the XXXX dollars the check service would charge me for cashing the check. Let me also add this is funds that were for a fire that destroyed my home leaving me homeless. This was completely uncalled for, I feel I was completely discriminated against as I was offered no help to take care of my business.
Company Response:
State: AL
Zip: 35806
Submitted Via: Web
Date Sent: 2023-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went into Chase Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX, to deposit a XXXX checks on XX/XX/2023, that I received from XXXX XXXX XXXX, and XXXX check from XXXX XXXX XXXX XXXX total amount XXXX. I was told that they would place a hold on the XXXXXXXX XXXX checks until XX/XX/2023. The check was sent through the check reader, which was verified. My understanding under XXXX XXXX XXXX XXXX XXXX it states that XXXXXXXX XXXX checks are to be made available next business day, in which was told to the bank XXXX, which in return she said, they can place a hold on any check that they want to. I told the teller that I didnt want to deposit with them, so she did give my checks back, however I have a receipt with the hold times.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2023-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Below is the description I've sent to the credit card company involved ( Chase ) and its affiliated company ( XXXX XXXX ) : " On XX/XX/2023, I was in XXXX and needed to return to the US unexpectedly for an urgent medical matter. YOU refused to honor my instruction to pay for a charge to XXXX XXXX to get a new plane ticket. I instructed you multiple times, both via email and in multiple phone calls to your agents, to PAY THAT CHARGE. You refused to. I explained my American phone number was not working because I was in XXXX, and you refused my offer to call the hotel I was staying at, get the management to review my passport, and confirm it was me you were talking to. Because you refused to honor my instruction, I had to make additional calls to multiple other sources, to XXXX XXXX, to call my sister to try to use her card, call my bank in the US to authorize a debit, etc. Because of your refusal to honor my instruction to charge my card, I missed the first plane out of XXXX, worsening my XXXX XXXX Because of your refusal to honor my instruction to charge my card, and the consequent need to make multiple phone calls, the hotel has charged me {$540.00}. See this line from your statement : XX/XX/2023 XXXX XXXX XXXX XXXX {$540.00}, and the attached hotel bill. I am asking that you reimburse me for that {$540.00}, due specifically because you refused to honor my instructions to pay the initial charge from XXXX XXXX, that would have made any further action, including the multiple phone calls, unnecessary. I am copying your company via snail mail, as well as copying XXXX XXXX. I am a XXXX member at XXXX, having charged hundreds of thousands of dollars to this and my companion business XXXX XXXX card, over 15+ years of membership. Its ironic this is a travel card, and yet, you seem unable to handle the needs of people who are, actually, TRAVELING at the time of its usage. I will probably close both of my accounts with XXXX XXXX, since their credit card proved to be useless to me at exactly at the moment I needed it most. Please note I will use all legal means at my disposal to pursue this matter and get you to change your XXXX XXXX policies that deprived me of the use of my money, worsened my XXXX XXXX, and caused me XXXX XXXX XXXX. Please XXXX my name and XXXX XXXX and read the XXXX XXXX XXXX article I wrote about my treatment by XXXX XXXX, after which they changed their policies. [ correction : article written about me quoting my letter to XXXX ]. Its important to me that you be persuaded to change how you do business, so others can be spared the damage and trauma you caused me. '' I wrote the above the morning of XX/XX/2023. To update, immediately after writing the below letterXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Because of the 3 hours I lost fighting with the credit card company to make the payment as I instructed, I lost the seat I was being offered on the first flight out of XXXX the next day, and got home too late to go to my doctor 's office. I ended up having to go to the XXXX instead. The XXXX XXXX of being in a foreign country, having a XXXX XXXX, and being unable to use my own money to protect my health was indescribable. I am XXXX. I've worked since I was XXXX, going to college on scholarship and XXXX XXXX because I didn't have money to buy both food and books, and to be unable to use a penny of my over {$30000.00} credit limit on the two cards I have with XXXX ( I tried both, multiple times ) was indescribable. Money is power, money is health, money is safety. Please work with me so that no one else will ever have to go through what I did with this company.
Company Response:
State: CT
Zip: 06511
Submitted Via: Web
Date Sent: 2023-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I am a XXXX XXXX XXXX and I have a checking account with Chase Bank. On XX/XX/XXXX I wrote to Chase Bank, from my XXXX address, asking to close the account and to wire the balance to my XXXX Bank. In response, Chase Bank disregarded this instruction and sent a check for the balance to an address in the US at which I had not been resident for 10 years. The current resident kindly alerted me to this. It became clear that the check would be of no value in the XXXX as it was made out to a XXXX XXXX XXXX in Arizona that has no validity in the XXXX. I wrote to Chase Bank on XX/XX/XXXX explaining that the check had no value and asking that the account be re-opened so that the balance could be transferred by other means, for example as a check in my name or a directly wired transaction. In response I received a form to re-issue the check. I contacted Chase Bank Escalation Team in search of a solution ( case ref XXXX ). After a series of conversations, on XX/XX/XXXX I was advised by Chase Bank Escalation Team that if I presented the check at the counter of a Chase Bank branch in the USA it would be cashed. On the basis of this advice, I travelled to the USA and presented it at the counter of the Chase Bank at XXXX XXXX XXXX XXXX, XXXX, AZ XXXX Despite presenting full identification and an extensive conversation with XXXX XXXX XXXX XXXX, Branch Manager, Chase Bank were now unable to cash the check and I was obliged to return to the XXXX without the balance of my account and considerably out of pocket from the travel costs. Subsequent communications have not identified any method to return the balance of my account to me. In summary : - Chase Bank hold the balance of my account. Chase Bank disregarded my instructions to close the account and wire the balance to my XXXX bank Instead, Chase Bank sent a check which has no value. On the basis of an assurance from Chase Bank, I travelled to the US at considerable expense. I hope that the CFPB can assist in the return of the balance of my account and gaining compensation for the time and expense of a fruitless journey to the US from the XXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I did not apply for these cards
Company Response:
State: NY
Zip: 10029
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A