Date Received: 2023-01-06
Issue: Problem with a company's investigation into an existing issue
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I sent two letters for two accounts via verified mail requesting that within 30 days I receive verification of my account with an original consumer contract containing my signature. In response I received bank statements
Company Response:
State: VA
Zip: 24502
Submitted Via: Web
Date Sent: 2023-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-06
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 email is in reference to Trip ID XXXX. Unfortunately, I had one of the most unpleasant experiences I have ever had with Chases customer service team. I am owed a full refund of XXXX points and {$1500.00} by credit because Chase agents lied to me in saying that, when they canceled my flight, it would be fully refundable. I would never have authorized a cancelation if it were not fully refundable. The summary and timeline are below. Attached, you can find the proof that I was supposed to receive a full refund from Chase due to the cancelation of my flight. There are a total of 5 attachments. Summary Unfortunately, I have been lied to by Chase. I was told I would receive a full refund when I requested a cancellation of the flight so that I could rebook the flight. This is the only reason why I authorized the cancelation. I never would have canceled the flight if I were not given a full refund. I have been thrown around multiple phone calls lasting 5+ hours. Everybody except XXXX has forced me to restate everything that happened with them, and then declined my understanding of events. They have told me that what I was saying was not possible, even when I provided them with proof ( documentation indicating that XXXX noted on my file canceled per the AL, still within void window for them and refunding ). It was to the point where I was crying over the phone. I am now in a position where I can not trust that I will receive my refund due to the lack of communication on your team, the lack of good note and record keeping, and the fact that I have been lied to by multiple representatives. I was told I would receive a full refund when I canceled the flight. I have not received it. We eventually went ahead and booked our new flights outside of Chases portal, without yet receiving a refund from Chase. Our new flights were {$300.00} more expensive per passenger than yesterday, so we ended up paying {$600.00} more than we wanted to, because of Chases deceit, miscommunications, and horrible customer service. I am here emailing you today because I have never been so disappointed and hurt by the handling of an issue and will be reporting this issue to the Consumer Financial Protection Bureau. I would greatly appreciate that I receive my refund plus compensation for all that I had to deal with ASAP. I would also like to note, for fun, that these flights are for my wedding. XXXX XXXX XXXX, I tried to access Chases portal to cancel my flight within the 24hour cancellation period ( on XX/XX/XXXX ) but for some reason, could not. I only realized this cancellation did not go through when I received an email from Chase XXXX indicating that my " flight schedule has changed on XXXX XXXX XXXX XXXX XXXX Second, I called Chase at XXXX after receiving the email asking whether my cancellation went through. I indicated that I need to cancel this flight for a full refund because I need to rebook the flight to arrive in XXXX on a different day and depart from XXXX ( my current flight arrived in XXXX and departed from XXXX ). The lady on the phone put me on hold to speak with XXXX and came back to me and confirmed that the refund was possible. She just needed to forward me to an internal specialist to handle the matter on their end since there was an error on Chases system that would not allow the cancellation and refund to go through. However, I had a meeting beginning at XXXX so I asked her if I could call back. She said yes, just make sure you request an internal specialist. She noted that my file was updated with all of the notes. The call lasted 24 minutes. I then called Chase back at XXXX after my meeting. I went through the same strokes because, apparently, the lady was not appraised of any notes on my file. Finally, though, she transferred me to an internal specialist. I noted that I spoke with a lady before who spoke to XXXX and got me a full refund for the flight so I can rebook. I was assured by the internal specialist, XXXX XXXX, that this is possible and the flight would be fully refundable. XXXX knew, like the other two ladies I spoke to, that I intended to rebook this flight and that I would not cancel it if I could not receive a full refund. However, when he said the cancellation was complete, I noticed that none of my points were immediately transferred, and he told me that the refund would take 1-2 billing cycles. This was unacceptable for me because my points were worth {$1800.00} for travel and I wanted to use them again on this flight. Additionally, flights were going to get more expensive and I did not want to lose the flights I saw in front of me. I expressed my concern about this and XXXX told me theres nothing he could do at this point but that there is an error in the system, the points could refresh by end of day, that he gets off at XXXX XXXX, and he will check back in with me to make sure the points are transferred. He also told me he filed a complaint with the accounting department to get this refunded. The call lasted 54 minutes. I did not receive any call from XXXX by end of day. I called Chase again at XXXX and nobody was appraised of anything that just happened. In fact, they told me that the cancellation is nonrefundable and that I was not to be issued a refund at all. I spent 1 hour and 42 minutes on the phone and nobody was aware of any notes on my file or any refund. I notified them that I have XXXX emails, but they would not even accept that. It took nearly 1 hour just to get Chases employees to accept the idea of reviewing the email documentation I had from XXXX XXXXy. After no avail, I called again at XXXX This phone call lasted 1 hour and 32 minutes. The same thing as above happened. No record of refund, no record of cancellation, but once the lady finally opened up to the idea of viewing my documentation from XXXX, she confirmed that this is true. She confirmed the flight was canceled and Im to be issued a full refund. The next step, for her, was to call XXXX and arrange the refund immediately, but when she tried calling, XXXX was closed because it was past XXXX She advised me to call back in the morning so that the next specialist can call XXXX. I requested proof from her that these notes are on my file and she sent me that documentation. It is attached. She then hung up on me. I called Chase today, XXXX XXXX XXXX XXXX This call lasted 1 hour and 34 minutes. The same thing happened where nobody knew about any refund Im owed. I went through all the same strokes again. This time, absolutely nobody would budge. They only told me that the system says it was canceled outside the void window and is thus non-refundable. They did inform me that I could change the flight, however, so I agreed because that is ultimately what I wanted. I had the flight in front of me that I wanted, which totaled {$1600.00} per person. This was {$300.00} more expensive per person than it was yesterday. Nonetheless, I was okay with it. The agent said that he could not see this flight and that the flights for new bookings are not the same as change flights, so I would have to pay at least a {$400.00} fee. This was a non-starter for me. I called XXXX afterwards and they said theres nothing they can do on their part ( even changing the flight ) because the flight tickets had not been issued by Chase and they have not received any payment from Chase. At XXXX XXXX called me. The phone called lasted 11 minutes. He reassured me that the flight is fully refundable, but that it takes 1-2 billing cycles. He confirmed that there are a lot of misunderstandings and miscommunications in their department. I asked him for a guarantee and he said he could not provide that, but that he would keep checking in with me. He will be working with his accounting department to get this figured out. All of the call recordings are there to verify this.
Company Response:
State: CA
Zip: 92129
Submitted Via: Web
Date Sent: 2023-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-06
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for a chase business credit card which I was pre-approved for. I previously have had this card and was approved. I was denied because according to chase " we do not currently offer reward programs for your type of business and we are XXXX this to avoid a potential conflict of interest '' This is interesting because I have been approved for the same business card for my current business that I applied with. 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 When I called reconsideration they told me that they don't know why I was rejected and should have been approved. They informed me because I selected the wrong type of business. Reconsideration kept transferring me to multiple people and spent more than 30-40 minutes talking to different reps to resolve this matter. Unfortunately it was not resolved. I was told my type of business is not restricted but nothing was done to fix the issue and approve my application. The reps even said I am not the right person to help you. At no time did I get in contact with someone who works in reconsideration or the appropriate people to resolve this problem This is a lot of miscommunication and I am very disappointed in my experience. I have attached an email that I received from my previous research variety account with chase showing my business is compatible with their rewards program and their is no conflict of interest. Furthermore I have also included correspondence from XXXX XXXX and XXXX XXXX showing I have a legitimate business on that that is compatible with rewards programs for my type of business. Finally I attached my Illinois business authorization showing i have to pay sales tax for the items I sell.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft and I write to dispute certain account in my file resulting from the crime. The account I am disputing do not relate to any transactions obtaining any possession of goods, services or money that I have made or authorized. Please block the reporting of any information in my credit file that resulted from an alleged identity theft. I found that under section 605b ( a ) 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 4 business days after the date of receipt and it requires the following documents and statement to remove the disputed accounts on my file : ( 1 ) Appropriate proof of the identity of the consumer ; ( 2 ) A copy of an identity theft report ; ( 3 ) The identification of such information by the consumer ; and ( 4 ) 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 ) ( 4 ) which states ( 4 ) 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 Postal Inspection Service, 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. ) This account is unknown to me. Also, the information you provided on this account is DELETED from other bureaus and I have doubts in their accuracy and the reported payment history on some accounts are a mystery to me. As required by FCRA 605B ( c ) ( 1 ) ( C ) Authority to decline or rescind. JPMCB CARD XXXX Date Opened : XX/XX/2016 Balance : {$14000.00}
Company Response:
State: NY
Zip: 10952
Submitted Via: Web
Date Sent: 2023-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited an amount of {$480.00} to Chase Atm at XXXX XXXX XXXX XXXX XXXX, CA XXXX United States at XXXX XXXX Received receipt to call bank to check deposit was completed. No evidence of deposit was seen.
Company Response:
State: TN
Zip: 372XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Chase bank claim # XXXX. XX/XX/22 {$40000.00}. XX/XX/22 {$7000.00}. Debit. Company name XXXX XXXX From XXXX XXXX XXXX XXXX. I am a victim from XXXX. i submitted my complain to FTC # XXXX. I submitted to Police report # XXXX. I submitted also to XXXX ( no report # ). I submitted to Attorney General ( no report # ).
Company Response:
State: CA
Zip: 91801
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: I've been a chase bank user for all of my adult life and having a job where I had to take money to the bank, I had a high opinion of chase. On XX/XX/XXXX I received an email saying a wire had been sent for XXXX $ then I saw two more wires. The funds had been taken from my savings and moved to checking before being wired from chase through the XXXX XXXX XXXX XXXX and to a XXXX bank. The total was around XXXX XXXX I went to my computer to see what had happened. And then seeing the wires I called their hotline and had my online access frozen. They said they would investigate and I then decided to go to a physical location. So I drove to the XXXX In location and talked with them. They helped create a new account, password and lock down everything. But I also begged them for help stopping the wire itself. They said it would be OK and they were requesting a swift cancelation. That in XXXX to XXXX days my money would be back. A few days later and I was told my case was denied because I might have benefited and no word if the transfer could be stopped. Since then I asked for help on the secure messages and called several times, but I am told unless I have some new evidence they won't reexamine my case. On my end I can't see the ipaddress or device logged in. I only know days before they enabled wire transfers. There's nothing I can see or do to investigate and I feel I am being told I am trying to scam chase out of my own money. Please help if there's other places I can file or send for aid. XXXX was half of all my money saving and all. I just don't want me and my girlfriends work thrown out.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Chase has closed my personal checking account without explanation. I have been had this checking account since XXXX even before chase bought out Washington mutual and it has always been in good standing. It is my main account and it is very important to me especially I am in active XXXX XXXX XXXX for the past 4 years. On XXXX, I transferred {$20000.00} I got from selling XXXX XXXX tickets on XXXX via my chase business checking. I don't know if this has triggered the account closure but my account was close on XX/XX/XXXX. I respectfully request my checking account to be restored or at least have a chance to explain the source of the money since I have all the records of it. I really need this checking account and It is really difficult for me to open another checking account since I have two more years left on my military XXXX XXXX Thank you in advance,
Company Response:
State: CA
Zip: 91733
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Chase has closed my credit card without explanation. I reached out to the customer service and was told there's nothing they can do and they won't tell the reason. I have been having this credit card for a long time and I put most of my spending on this card. It has great peaks and I like this card a lot. The only flag I would see here since it is my main credit card and I used it to purchase a lot of XXXX XXXX XXXX tickets and some of the tickets got returned so there are some refunds that put back to my card after XXXX months later. Other than that, everything else are regular, normal day to day spending.
Company Response:
State: CA
Zip: 91733
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A gentleman on XX/XX/XXXX contacted my husband. This gentleman was pretending to be somebody from chase bank. Ask my husband if he made a purchase and XXXX at a XXXX XXXX for over {$XXXX}. Prior to the call he received a text message asking if he authorizes this charge. And he said no the gentleman knew all of my husbands information such as address, phone number the last XXXX of his debit card. my husband has never dealt with fraud before, so not knowing what information to give out or not. When the gentleman asked for his pin number to confirm it to send out a new card my husband did. Shortly after I looked at our checking account, not feeling 100 % about the conversation with this gentleman. And noticed charges at a XXXX and a XXXX gas station were starting to come out of our account. my husband did not receive XXXX single text message regarding these charges to authorize them. I dont know if this gentleman hacked into my husbands phone as he also hacked into our account to get our address and his last XXXX digits of his debit card. We contacted Chase immediately after being on hold with them for almost XXXX minutes. We finally spoke with a lady who was upset that Chase did not lock our account sooner. as now the charges were racked up over {$XXXX}. We explain to the lady what happened and she said that a temporary refund would be put on the account. When we did not receive the refund XXXX days later, I had called and the lady expedited it to get the refund right away since it was a couple days prior to XXXX and we had no money. we then received a letter on XXXX day saying that the funds were going to be withdrawn from my account because it was found that we authorized these transactions. We made a police report as well. I contacted Chase again gave him the police report number to contact them. We also contacted XXXX the day of the incident on XX/XX/XXXX and they did confirm a XXXX came into their store and bought items totaling over XXXX}. And he used XXXX XXXX. Since he had my husbands pin number, he was able to do this. He also went to the gas station and made a few purchases there as well. As of today XX/XX/XXXX Chase bank took out all of the money that they refunded us. my husband contacted them and they said they found that we authorized the transactions because they sent us a text message and my husband replied yes. We not once received a text message from Chase. We received a fake test text message from the gentleman that called us to authorize the XXXX XXXX purchase. And when we put no to the response we got a message saying your fraud has expired. 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 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
Company Response:
State: IL
Zip: 60543
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A