Date Received: 2023-01-08
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: Chase bank customer support has granted access to my account to a fraudulent third party twice in the past six months. The first infiltration took place in XXXX of XXXX, and the bad actor siphoned out all of my credit card rewards points. After this first break in the XXXX fraud team asked me to set up a verbal password to prevent this in the future. I did so and my points were later returned. On top of this, I was asked to change my login username and password, and set up new recovery questions, which I did. In XXXX of XXXX another actor was granted access via customer support and changed my primary address, password, primary email, and also siphoned out all my credit card points. My account username and password are unique and were not compromised. I confirmed with the Chase Consumer Protection Group that the bad actor was granted access through Chase Customer Support and the bad actor was not asked for my verbal password. The representative from the Chase Consumer Protection Group said that Customer Support was required to ask for it and they didnt know why Support failed to ask despite my account being flagged for this kind of fraudulent attempts. Its unbelievable that Chase allows their support to grant access multiple times to my account through social engineering. One time was understandable but after the protections were placed on my account absolutely unacceptable and Chase needs to be held accountable.
Company Response:
State: TX
Zip: 787XX
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 a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I am a XXXX XXXX with a Chase XXXX checking account. On XX/XX/23, I received multiple critical security alerts from XXXX about suspicious activity within my XXXX account and suspicious apps and malware on my computer that would allow someone to access my XXXX account. Later that same day, someone transferred {$720.00} from my checking account to an account in the XXXX XXXX XXXX XXXX XXXX. I have not authorized this and someone has stolen my login credentials for Chase. I keep my passwords auto-filled and saved on my XXXX account so when my account got breached the passwords went with it. I called up Chase immediately the next day and explained to them what had happened. Chase then locked my account and asked me to run antivirus scans on my computer before unlocking my account and setting up a new password. I ran several antivirus scans from several different antiviruses and they all came up negative. I then changed all my passwords and called customer service to unlock my chase account. On XX/XX/23 Chase credited {$720.00} to my account as they continued the investigation. However, on XX/XX/23 I received a notice from chase that the investigation was closed and that they believed the transaction was authorized. As a result, they are taking back the {$720.00} that was credited to my account. I had no part in this fraudulent transaction. I also filed an identity theft report with the FTC regarding this claim, as my personal information and passwords were stolen by the hacker. I have attached my FTC identity theft report and my XXXX account alerts documenting the security breach. Chase still refuses to believe that this was a fraudulent transaction and return the money that was stolen.
Company Response:
State: NY
Zip: 10305
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: 2023-01-08
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I would like to file a complaint with Chase Ultimate Rewards Travel. I have been a loyal customer for several years now and I always pay my credit card off in full each month. I highly recommended this credit card to anyone I knew. Now, my opinion of Chase Ultimate Rewards Travel is forever tarnished. I never had an issue using my points to purchase flights in my several years of doing so up until XX/XX/2022. My husband and I had landed in XXXX, XXXX on XX/XX/2022. We had a very early XXXX flight the next day to XXXX XXXX, a city in the XXXX XXXX of XXXX. It was time to check in for that flight as soon as we landed in XXXX. When I checked in directly with XXXX XXXX, it said my reservation could not be found and to call the airline directly. I did as I was instructed to do and XXXX said they could not help me since I booked with a third party, which was the Chase Ultimate Rewards Travel website. Little did I know what a turn for the worse my day was going to take. I called Chase Ultimate Rewards Travel customer service to see what the issue was. At first, they had no idea what could be causing this error message to appear as they stated my flight is confirmed on their end. They called XXXX Airlines on my behalf to see if it was some sort of glitch on their end. I was on hold for about an hour until the Chase customer service representative stated that XXXX Airlines did not have a reservation for my husband and I. Surprised, I asked how do we not have reservation or seats on this flight? I booked this particular flight two months ago ( XX/XX/2022 ) and I received my confirmation email from Chase. The representative then stated that the flight was cancelled altogether. I said that is a lie- XXXX Airlines website is stating this flight is confirmed with the status of on time. Also, the airline would have told me this when I called them myself earlier that day! She kept insisting this flight was cancelled and I told her you are wrong! We were going back and forth arguing for a very long time. Frustrated with this representatives professionalism, I hung up and called again ( my husband also called at the same time on his cellphone ). We explained the situation over to the new representatives we were speaking with. This time they said a Chase travel agent cancelled this flight on XX/XX/2022. I asked why would they cancel this flight without my permission? They claimed I called and made the cancellation, which again was another lie on Chases end. They stated an email confirmation was sent out to me on XX/XX/2022 confirming the cancellation. And you guessed it- another lie! The email I did receive I will attach to this complaint- all it stated was the flight number had changed- that is it. I told them this and they said that is not true and that they indeed sent me a cancellation email. To call their bluff, I asked for that same exact email to be forwarded to me with the date stamp of XX/XX/2022 that was apparently sent to me. It took the representative 30 minutes to do this! What she sent back to me would make anyone laugh- it was an unofficial email created in a hurry that did not state the original date, with plenty of typos, and clearly was not written by someone whose English is their first language ( it was very clear who I was speaking with their first language was not English ). I have attached this email as well to the complaint. At this point it was very clear they were telling all these lies to cover their major mistake- they had cancelled my flight without my permission and they had no clue how to fix it or even admit their error. I was demanding they put my husband and I on the next flight out to XXXX XXXX. To note- this particular airport is very remote and only 1-2 non-stop flights each day go there during the high season, hence why I made sure I booked well in advance. They told me nothing was available. At this point, I was on the phone with them for 6 hours straight and I lost it. We were heading to XXXX XXXX XXXX XXXX XXXX a remote location in XXXX XXXX It was extremely expensive and difficult to plan this trip. I started screaming and crying that Chase ruined my trip I worked so hard on. Not only did they refuse to book us another flight, they were not willing to compensate for the thousands of dollars ( USD ) we would lose if we could not make it to XXXX ( car rental, 4 night hotel stay, activities, and return flight home from XXXX XXXX was already paid for in full ). Since there was no way we were leaving the next day, I had to pay for extra nights at our hotel in XXXX. They said for my inconvenience they would refund my XXXX points back I had originally used to purchase the tickets with an additional XXXX points for my troubles. I hung up because I was in our hotel room for XXXX hours straight on the phone with Chase with no break at this point and needed to eat. My husband and I went to the restaurant located in our hotel and the phone calls from Chase would not stop. My husband finally decided to answer and now this new travel agent refused to give us anything back when we were just told earlier we would receive XXXX points. Again we hung up. I decided to take matters into my own hands and look for flights myself. To my surprise with a simple XXXX search, I found a non-stop flight to XXXX XXXX that left from XXXX two days later. I decided to book this flight for us since one day in XXXX was better than none- we would land late on XX/XX/2022 and then we would head home to New Jersey XXXX XX/XX/2022. Booking these new flights unfortunately cost me {$730.00} USD that I was not expecting to spend. I have attached that receipt and boarding passes as proof to this complaint. After we came back to our hotel room, I decided to call Chase one last time. Since they were completely unaccommodating, I feared once the flight departed at XXXX the next day, they would refuse even to discuss refunding me my points. The representative that answered without hesitiation called me a liar when I explained Chase cancelled my flight without my permission. Obviously, I hung up and called again to speak with someone new. The representative that answered was friendly, which was a change, but she claimed she had to do an investigation by reading the previous notes before she could start the refund process. She told me this would take ten minutes- TWO hours later, she came back on the line and said she was still investigating. It was XXXX in XXXX at this point- nearly 12 hours of dealing with phone calls. I explained this is ridiculous and she offered to call me back at XXXX the next day. Never received a phone call from Chase again and I refuse to waste my time again dealing directly with them. As of today, I am still desperate to be compensated, hence why I am filing this complaint. I sincerely hope something can be done about this and Chase is held accountable for their mistake. They are untrustworthy and I will never put my travel plans in their hands again. Thank you for your time.
Company Response:
State: NJ
Zip: 07701
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: 2023-01-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have XXXX fraudulent inquiries on my credit report that I didnt authorize. These inquiries are fraudulent and need to be removed from my credit file immediately. The inquiries are from XXXX XXXX on XX/XX/XXXX and XXXX XXXX on XX/XX/XXXX. Someone tried to open an account in my name.
Company Response:
State: IL
Zip: 60641
Submitted Via: Web
Date Sent: 2023-01-07
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: Card opened as result of identity theft or fraud
Consumer Complaint: I checked my credit report on XXXX and someone has put in a hard inquiry for a JPMCB credit card, which I did not authorize.
Company Response:
State: OH
Zip: 45324
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I was trying to get a loan and the scammers got my bank account information and ended up scamming my bank account and put my account way in the negative due they were running checks remotely online and I have spoke to the bank and they refused to help me and then they took my social security check to pay the account and I am still crazy in the negative, I did start a new account at a different bank due to all of this and the chase refuses to do anything
Company Response:
State: IN
Zip: 46221
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Ordered : On XX/XX/XXXX, I placed an order through Chase XXXX XXXX platform which has a partnership with XXXX ( Order Number : XXXX ). This order cost XXXX points equivalent to {$180.00} cash value and had an original shipping estimate of XXXX business days. Attached is the first correspondence I received confirming the order. Delayed : This order was officially delayed on XX/XX/XXXX, and a new shipping estimate of XXXX business days was provided. Attached is the second correspondence I received, regarding the delay. Remedy : On XXXX, I contacted the customer service line at XXXX ( XXXX ) XXXX requesting an ETA on delivery as well as more information. More details were not available other than it may take an additional XXXX weeks to ship. I then asked whether I can cancel the order and have the points refunded so I could purchase the item in person on XXXX and use the points to cover the cost once the points had been refunded. This remedy was confirmed as an acceptable alternative. I was then provided a cancellation number of XXXX and an ETA of seeing the points in my account of XXXX week. Issue : Following the confirmation of my cancellation during the call on XXXX, I purchased the same item on my credit card in person on XXXX. On XXXX, I received correspondence confirming my original order had shipped. I received the original order on XXXX. I now have XXXX of the same item for a total cost of {$370.00}. On XXXX, I could not get through to customer service after XXXX minutes of waiting. On XXXX, I was told by chase customer service that my order was not cancelled based on the ship date being XX/XX/XXXX, which is incorrect, and that my order was not eligible for return. Current State : I am now stuck with the cost of purchasing this item XXXX due to false confirmation that my order was cancelled on XXXX. Complaint : The improper disclosure of information has resulted in the unintentional borrowing of debt to cover the cost of unnecessarily purchase a XXXX pair of the same item. This unintentional borrowing of debt, which was intended to be covered by the use of credit card points, carries a monthly interest payment and can accumulate over time. I believe this to be a deceptive practice where Chase is profiting off consumer impatience rather than allowing their consumers to exchange rewards points. Disclaimer : I appreciate the CFPBs continued focus in consumer protection, and I am willing to prepare a letter connecting the various statutory requirements to this situation if helpful.
Company Response:
State: MI
Zip: 48067
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
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: This is a renewed dispute from XX/XX/ for a charge on XXXX for {$800.00} from XXXX XXXX XXXX original complaint # XXXX. I made an agreement with XXXX XXXX XXXX company for {$1700.00} on XX/XX/ for house rep. {$800.00} was supposed to be used to replace the rotting siding on the chimney. He didnt replace the rotting chimney siding nor did he present a copy of his order for the wood. He cleaned the rotting siding by sanding and repainting it and putting it back on the house which was not the agreement. I used my Chase card ending in XXXX to pay for the work. Per XXXX rules : Im guaranteed and protected from fraud as well as have XXXX liability for products I bought but didnt receive. You dont pay for what you dont get. I paid {$800.00} for siding that XXXX XXXX XXXX didnt buy. I disputed the charge because not only did I not get what I paid for but I had to pay another company to buy and replace the wood siding. I presented the paper work and pictures to show that. Chase wanted a second opinion which was highly unusual and a pretext to avoid refunding the claim.in these. The courts only required proof of purchase and repairs. I am not responsible for the XXXX transaction for siding that I paid for but did not receive. I want my money back. Attempts made by Chase and me to contact the owner by phone were ineffective. The new XXXX rules were not in place when I filed the original complaint and Chase never refunded my money.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Claim # XXXX XX/XX/XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX Chase Bank, Fraud Dept Fax # XXXX Re : Claim # XXXX On XX/XX/XXXX XXXX XXXX XXXX was contacted by phone someone claiming to be from Chase Bank XXXX XXXX. He told her that fraud had occurred on her joint account with her husband, XXXX XXXX. He was able to mention several legitimate charges and then mentioned a {$2000.00} XXXX transfer to son, XXXX XXXX ( also a customer of Chase Bank ), a transfer that we never made. He said that we should get XXXX on the phone with him still on the line and get XXXX to transfer the money back to our account through XXXX. He said that if he didnt do that, he would be included as a suspect in the fraud. So, XXXX transferred the money back through XXXX, but it didnt arrive back in our account. Then, another {$2000.00} was transferred from our account ( though we didnt do it ) into XXXX account. He was told to transfer it back to our account, and he did. But it never came back into our account. XXXX tried a third time to transfer the {$2000.00} back ( since he thought something went wrong with the XXXX transfer since it didnt come back into our account ), but none of the money ever came back into our account. It was obviously intercepted by the gamer when XXXX tried to transfer it back to us. We made a claim with Chase Bank, and it was denied. Chase Bank sent us {$2000.00} back temporarily while the investigation took place, but then took it back after they concluded their investigation and ruled that all those transfers were legitimate and done by our devices. After this claim was escalated, Chase Bank eventually sent back {$2000.00} into our account. But not the full {$4000.00}. After two phone calls with Claims supervisors, both of whom purposely disconnected us and hung up on us, we are faxing the documents that clearly show that Chase Bank needs to send back the other {$2000.00} to our joint account ( which has been frozen and another opened ). Sincerely, XXXX XXXX XXXX XXXX
Company Response:
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I contacted Chase Bank on XX/XX/2023 about my paycheck being held for 7 days. I was told they would not release the funds due to them not having a way to verify the funds. Chase is violating regulation CC and also refused to give me access to {$200.00} on the next business day which is a violation of federal law.
Company Response:
State: FL
Zip: 34606
Submitted Via: Web
Date Sent: 2023-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A