Date Received: 2023-01-04
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Have been long-time Marriott card holder that earns points. Once it became XXXX Marriott, we have been unable to gain access to our points and Marriott has been unwilling to assist us in that effort. Each time we call they are rude and uncaring. We complete all of the necessary paperwork and fax in as requested but still no access. The supervisor ( XXXX, XXXX XXXX ) is the most unprofessional individual on the planet. Our rewards number is XXXX
Company Response:
State: AL
Zip: 365XX
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: Managing an account
Subissue: Banking errors
Consumer Complaint: In late XXXX, I requested a XXXX rollover from my previous company ( XXXX, managed by XXXX XXXX ) to my current companys XXXX which is managed by XXXX. Two checks addressed to XXXX ( issued by JP Morgan Chase ) were mailed to me, I mailed the checks and a rollover form to XXXX in late XXXX and they were received by XXXX on XX/XX/XXXX. XXXX, however, " rejected the transaction '' because it was missing the " Confirmation of after-tax cost basis from prior account ''. In later correspondence, XXXX claims to have mailed my XXXX checks back to me via USPS First Class mail on XX/XX/XXXX. The checks never arrived at my address. In XXXX, after still not receiving my checks, I requested a stop payment and reissue from XXXX. After that I received 1 of the 2 checks. After waiting another several weeks and inquiring with my postal carrier, I called XXXX again and requested a second stop payment and reissue of the second check. The following day, XX/XX/XXXX I was informed that the second check could not be reissued because it had been " cleared '' on XX/XX/XXXX. The exact message was : " This message is to inform you that your issue has been resolved and the gross amount of {$30000.00} was cleared on XX/XX/XXXX under the clear reference # XXXX, check # XXXX. '' At this point I tried to initiate a fraud complaint with XXXX, they said they could not open an investigation because the fraud did not originate with them. They instructed me to go back to XXXX to inquire further about the missing check. I reached out to XXXX several more times and provided a scanned image of the deposited check- they still claim to have no record of the deposited funds. The deposited check also has a " wet '' signature vs a stamp so XXXX is stating that this proves they didn't deposit the money. There were two checks, both made out to : XXXX XXXX XXXX XXXX XXXX in the amount of {$3800.00} ( which is accounted for ) and {$30000.00} ( which is missing and has been cashed ). The scan of the forged and fraudulently deposited check has a " wet '' signature ( an illegible scribble ) and a stamp on the back which appears to read " XXXX ''. ( XXXX informed me on XXXX that this stamp was from their check processing office and not from the bank where the check was deposited ). XXXX claims the checks were mailed to my home address XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX. This address is under construction however, so my mail is being forwarded to a house I am renting one street over : XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. There is a single mail carrier for both streets, I am able to check both mailboxes, the checks never arrived at either mailbox. The XXXX checks were made out to XXXX XXXX XXXX XXXX ( though in fact the request to XXXX was for the checks to be made out to XXXX XXXX XXXX XXXX XXXX ). The bottom line is that JP Morgan Chase and XXXX XXXX allowed a third party entity that was not XXXX or me to deposit and clear a stolen and forged XXXX check for {$30000.00}. The forged wet signature in the endorsement line is inconsistent with the type of stamped signature that XXXX would have used. In addition to following up with both XXXX and XXXX, I have filed numerous reports and complaints, these include : - Police report # XXXX filed on XXXX with the XXXX Police Department XXXX Washington State XXXX, XXXX XXXX XXXX XXXX ( XXXX ). - USPS Office of the Inspector General Complaint filed electronically on XXXX. XXXX XXXX XXXX XXXX XXXX ( XXXX ) complaints filed electronically on XXXX ( three separate complaints filed against XXXX - # XXXX, JP Morgan - # XXXX, and XXXX XXXX ). - XXXX XXXX XXXX XXXX XXXX XXXX - sent email complaint to XXXX on XXXX. - US Department of Labor XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ) - Filed request for assistance ( # XXXX ) electronically on XXXX. - Submitted a signed and notarized Affidavit of Unauthorized Endorsement form to JP Morgan via fax and XXXX XXXX via customer portal on XXXX. XXXX XXXX XXXXXXXX Attorney General Complaint filed electronically on XXXX. I have tried to directly reach out to the XXXXraud and Forgery department at JP Morgan Chase to investigate- they have stated they won't communicate directly with me. XXXX has been very slow to respond. XXXX has conducted investigations but has been very selective about what information they will share. It feels as though they are unprepared for handling this type of situation. Questions I have : - Why did JP Morgan Chase and XXXX XXXX allow a XXXX rollover check addressed to XXXX to be deposited and cleared by an entity other than XXXX with an endorsement that is completely inconsistent with what a major financial institution would use? - Why did XXXX XXXX take 8 weeks to notify me that my missing check ( which I had twice requested a stop payment and reissue ) had been cleared/stolen? - When/how can I get my funds restored? The check was intercepted in transit and forged and deposited without a proper endorsement. I would like to be contacted at your earliest convenience to hear what the next steps are. Please advise me on how I can move forward to get my funds restored.
Company Response:
State: WA
Zip: 98033
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: Managing an account
Subissue: Cashing a check
Consumer Complaint: I had 2 legal settlement checks made out to me by a previous employer totaling over $ XXXX. My funds have been held by Chase for 1 month. I have contacted the loss prevention department everyday for 1 month and have complied with every single one of their unreasonable requirements and demands, including providing 12-14 phone numbers so Chase could verify the funds are valid. They are unwilling to verify the funds directly with my lawyer, the opposing lawyer or directly with the maker of the check. I have even offered to provide documents ( apart from the checks themselves ) proving the funds are valid. Such as, previous paystubs, bank statements, and even W-2s. Chase has confirmed the funds have cleared so the maker is unable to stop/cancel the checks and reissue. The funds have been cleared and Chase is refusing to give me access to the money Im owed. I believe Im being discriminated against and if this is not resolved in the next 24-48 hours I will be taking legal action Again.
Company Response:
State: UT
Zip: 84119
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: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I had utilized an offer to pay {$0.00} fees and interest when opening my first installment plan on my Chase Freedom Unlimited card through a My Chase Plan. I had opened the installment plan on XX/XX/XXXX and the offer was advertised as valid for any plans opened by XX/XX/XXXX, which was confirmed by a Chase representative at the time. However, Chase has added fees to this plan regardless and Chase reps are now claiming that the offer was not valid and confirmation that it was.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Unfortunately I do not have access to my account to get dates and amounts as the bank has locked me out of my account. But I can give you details as to what has happened. I had an account with JP Morgan Chase. In XX/XX/XXXX I noticed some charges reversed from my XXXX XXXX XXXX XXXX XXXX XXXX I called the bank, they said they did not reverse charges. I called my auto lender and they also said they did not reverse charges and as far as they were concerned they were paid. XXXX of the other charges reversed was for a trip thru XXXX. I called XXXX customer service. They were ALSO unaware of any reverse charges and they also had not cancelled my reservation. I continued to called both vendors to make sure they still had their money. The week of XX/XX/XXXX my XXXX XXXX was repossessed. Of course I immediately called my lender XXXX. Which at that point they told me that they had multiple payments that were reversed so therefore I was behind on my auto loan. After multiple phone calls to Chase bank i was instructed to go to a branch. I went the branch that I originally opened my account. Manager told me she could not help me and that I needed to call customer service. The next day XX/XX/XXXX, I went into a different banking branch. The manager and teller were very helpful. At one point he was not getting off the phone until we had answers. At that time we were told that several claims were filed stating all the charges being reversed were claimed to be fraud charges. which is Absolutely FALSE. Especially considering i was the one that called asking about the reversal charges. The branch manager, at that point requested to escalate my case to corp office. the manager provided a letter stating that the claims would be cancelled and all funds would be returned. I sent the letters to the auto lender. As time went on I noticed more charges reversed. One for XXXX XXXXXXXX, which is for our other auto loan. And another XXXX payment reversed. I immediately called Chase bank asking what was happening. They told me claims were filed again claiming these charges were fraud. We called XXXX XXXX to let them know of the reverse charges. They were very nice about it. We have not had any problem with them since. I let the bank know yet AGAIN that these vendors were not fraud charges and that if you look thru our monthly charges you will see that there are multiple charges to both XXXX XXXX and XXXX. And If I was claiming fraud why would i being paying them multiple times a month? The letters that were sent to me stated that the vendors XXXX and XXXX would receive the funds back within 45 days. That was from XX/XX/XXXX. As of today XXXX both vendors have not received any funds back. I called the bank asking for status update. They told me that they received information that I was no longer doing business with XXXX and to not pay them. I asked where did they get this information as that was FALSE. They could not tell me where they got the information. I told them it was not from me. The person on the other end did admit that the information did not come me. I also found charges on my account that I did not make during this time that were fraud. I did file claims against those charges. The bank also admitted the charges were different and had nothing to do with each other. Fast forward to XX/XX/XXXX, XXXX still has not received funds. XXXX has charged me {$250.00} twice for repossession. I have called XXXX at corporate office multiple times ( XXXX ). He has called me once. I literally immediately called back and it went straight to voicemail ( XXXX ). I can not get answers. I can not get a proper return call. I can not get them to send back funds. Also when my account was closed I was in the positive {$520.00}. I have not received any kind of check for the funds. We work very hard for our money to pay our bills. This is affecting our credit and daily life. 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 Please help me get this taken care of now. Thank you. I am probably missing information. This stresses me out so much that at times I draw a blank when its right in front of me. I would provide dates and amounts for the transactions but I have been locked out of my account. XXXX XXXX XXXX XXXX
Company Response:
State: OR
Zip: 97404
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My employer issued an end-of-year bonus on XX/XX/23. Chase bank placed an XXXX hold on the deposit to verify funds had been received. This check was posted to my employer 's account on XX/XX/23. Chase is holding the deposit funds despite my confirmation that the check had cleared. Neither bank will speak with the other despite the fact that I provided personal contacts. XXXX XXXX XXXX eliminated the employer 's personal banker position and converted to a priority XXXX team, aka calling customer service. Chase says their hands are tied.
Company Response:
State: TX
Zip: 78749
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: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have tried disputing charges made by a merchant under XXXX and the bank has notified the back office that I stated they are unauthorized charges but they will not provide a temporary credit unless they dont give me a answer after the 10th business day well as withdrawals that were made from XXXX which I did not make. I also mentioned based on another claim I made about a non chase atm that I lost my card and on top of the XXXX charges, chase doesnt want to give me a credit for the non chase atm withdrawal and the XXXX charges. This is over XXXX XXXX dollars! I explained I have been sick and in out of hospital so I have had no access to my account. I want my money back.
Company Response:
State: AZ
Zip: 85338
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
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: On XX/XX/2022, I took a taxi in XXXX, XXXX from XXXX de XXXX XXXX to my hotel, the XXXX XXXX XXXX. I paid with my Chase XXXX credit card. The charge on the receipt that was provided to me at the conclusion of the ride was in the amount of XXXXXXXX XXXX. The amount charged on the statement was XXXX XXXX. Believing this to be an error ( it seemed the merchant had erroneously added a digit to the charged amount ), I disputed the charge with Chase, and provided Chase with a copy of the receipt. The merchant ( the taxi service ) apparently provided Chase with a fraudulent receipt reflecting the fraudulent amount of XXXXXXXX XXXX. Note that the signature on the fraudulent receipt is not mine, and that I was not asked to sign a receipt. Chase denied the dispute, claiming that the fraudulent charge was valid. Of note, the same credit card was used to pay for the flight and the hotel. It is verifiable that it was impossible during that time to take a taxi ride long enough to incur a charge of XXXX XXXX The correct charge was XXXXXXXX XXXX and that is what is reflected on the receipt provided to me by the taxi, and that I provided to Chase.
Company Response:
State: TX
Zip: 76710
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I contacted our primary bank to notify them of several fraudulent charges that were made through our Checking account. These charges amounted to almost {$5000.00} and the merchant description was in XXXX XXXX, whereas my husband and I were both in XXXX XXXX, Texas XXXX at the time the charges were made. The exact charges are listed below all one after the other and all processed on XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$670.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$1000.00} XXXX XXXXXXXX XXXX XXXX XXXX XXXX - {$1000.00} XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX {$1000.00} XXXX XXXX XXXXXXXX XXXX XXXX XXXX - {$1000.00} At the time the person we spoke with stated that the fraud was an online charge against my husband 's debit card. A new debit card was issued and an investigation was opened. We were told we would receive text message updates on the claim. We were refunded the amount that had been debited from our account at that time. We never received any text messages from the bank and only realized any communication was sent after the funds were reversed from our account on XX/XX/XXXX. Upon calling the bank I was notified that a letter was sent to me virtually letting me know that my claim had been denied and that the funds would be reversed. The online fraud department explained that an investigation had been completed, although no additional information had been asked of my spouse or me, and they found that the transaction had been authorized by facial recognition or biometric technology and therefore denied. Although we have proof that my husband was not in fact in XXXX XXXX at this time and therefore could not have used his face to authorize these transactions, I was told that there was nothing that could be done. On the same day, XX/XX/XXXX, my husband spoke with a different representative and explained our situation. She stated that she would reopen the claim and asked my husband to provide the receipt that he had saved from the restaurant in XXXX XXXX we had visited that evening. On XX/XX/XXXX, my husband visited a local branch to speak with someone and fax the receipt with the reference number to the online fraud department as requested. To be respectful of the holidays and give time for someone to process the information, my husband waited until XX/XX/XXXX to contact the online fraud department again to see if any additional information could be shared on our claim. He was told a new claim was never re-opened and that nothing could be done. When he asked if he could speak with a supervisor he was told that they were not accepting calls. He called two additional times on XX/XX/XXXX and was met with more roadblocks and no additional answers on what could be done to help us regain the money that was stolen from our account.
Company Response:
State: TX
Zip: 76087
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: In XXXX my chase account was closed and I didnt even know why ever since Ive been trying to open an account with them and Im not able to do so.
Company Response:
State: NJ
Zip: 07631
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A