Date Received: 2023-01-02
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I got married on XX/XX/2022. I called Chase to do a name change to which they had to mail me documents on my three cards that I needed to fill out, sign, and mail back ( what I was told by phone - an issue in itself that a big three bank wants their consumers to send copies of IDs and PII through the mail these days ). When I get the form, it does say I can submit through secure messages. Thankfully there is an option other than mail. On Chases form for a name change, I am asked to do a recertification of my social by writing it out and signing confirming it is accurate. Ive been a customer for over 20 years! Im not comfortable writing my social out and uploading it to a platform that, like yours, specifically says not to write socials in. See attached screen shot in their secure messages noting not to add this type of information, yet they require me to do this to change my name on all three cards. If it was secure, then why would the message specifically say not to put my social in the message? Why as a consumer should I believe that this is safe and secure and protecting my PII when it is specifically noted not to do so? I have not had to do the recertification with any other financial institution that changed my name, and Ive banked with Chase the longest. I also havent had to sign anything for anyone else. They used other verification methods. They have no issue doing limit increases and offering new cards ( I have three with them now ) to this social but I cant change my name to what is legal and correct so it can report to my bureau correctly? I work for a financial institution as well, so Im quite familiar with these processes. It doesnt make sense. Im addition, I wrote the last four on the form and said no change. I recertified that. It was not acceptable. I offered to do a phone call to share my full social and recertify. That was not acceptable. I am supposed to take comfort in Chases employee, XXXX, telling me that this decision is the same for all cardmembers. Im also supposed to feel comfort in being told that my Chase credit cards include Zero Liability Protection meaning Im not responsible for charges. While that sounds great to cover my Chase cards, if my PII is not protected, I have to worry about much more than Chase. Also, a lot of customers dont understand how many checks and documents are lost in the mail these days, how credit reporting works, how your social can be used, or how the recertification is not necessary to change a name. This process is outdated and appalling. Ive loved Chase for years and sung their praises, until now. Chase should be doing better to protect their customers PII, specifically their social. Nothing should be sent through snail mail with a social. If the secure messaging says not to include a social or account number, I shouldnt be required to upload that information to the portal. Chase needs to do better at protecting my information. There are many other players who provide better experiences and protect the information better than they do including XXXX, XXXX, and many small institutions.
Company Response:
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Chase closed my account while traveling, it was an older account I had opened. An unknown chargeback went to the account while I was away causing the account to overdraft. I am enrolled in paperless statements and never got a notification or a phone call of this overdraft. They closed my account and now wont let me access any historical statements. They claim you can access them in the branch, the branch referred me to collections who then referred me to customer service who is completely useless in this scenario. Ive had several accounts opened with other major banks and never once saw a scenario like this. Including to refusing to share my bank statements.
Company Response:
State: CA
Zip: 90017
Submitted Via: Web
Date Sent: 2023-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-01
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I applied for the Chase XXXX via JP Morgan Chase on XX/XX/22. I have credit monitoring, which specifically states to call me if credit is applied for in my name. I never received a call from JP Morgan Chase. Instead, I received a letter stating they was not able to verify my phone and needed to fax them or mail my personal information ( Driver 's License, SSN, Proof of Address, and Phone Number ), and my application is in a pending status. I faxed in my information on or around XX/XX/22. I called on JP Morgan Chase on XX/XX/22 to confirm if my information was received. I was informed it was and placed on hold. Before I was placed on hold, I informed the rep. that my application was in a pending status, so my credit should not be ran again. The rep. returned to the call and informed me I was approved. The rep. provided me with information regarding when I should receive my card and we ended the call. Due to having credit monitoring, I received an alert soon thereafter that my credit report had been ran again my JP Morgan Chase. They placed my application in pending status, due to my phone number not being on my credit report, yet my phone number was on my application. If they need to verify my phone number they should have called the phone number on the application when I initially submitted my application.
Company Response:
State: IL
Zip: 62234
Submitted Via: Web
Date Sent: 2023-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: JPMCB CARD XXXX ACCOUNT XXXX Reported Late Payment in XX/XX/ 2019 when payments were current within 30 days of the reported late payment.
Company Response:
State: LA
Zip: 70737
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2022 I discovered a new Chase credit carded had been opened in my name. I called immediately and shut the card down. Then on XX/XX/XXXX I noticed my packages I was expecting for XXXX from XXXX and XXXX other company were not arriving and the tracking status said it was being rerouted to XXXX NC. I went to my local post office and appears I'm also a victim of mail fraud. I've reported this to the XXXX and have a case open with no resolution.
Company Response:
State: ME
Zip: 043XX
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I sent out an Identity Theft Report letter to the Credit Reporting Agencies on XX/XX/2022 under the suspicion that my identity has been stolen and used without my express consent. I sent out this letter and since then many items on my consumer report have been removed/deleted like requested. Currently my consumer report does not look the same at all across the board ( XXXX, XXXX, XXXX ) and almost all of the accounts requested have been removed. On or around XX/XX/2022 XXXX ignored the fact that there was an ongoing investigation of the validity of the accounts they insist on reporting and collecting an alleged debt from, insisting on not only the accounts but also report late payments. This is against the law. 15 USC 1666 ( b ) states that they can not report late payments to my consumer report. XXXX has also been calling non-stop in an attempt to collect a debt unlawfully on since on or around XX/XX/XXXX even after sending them multiple verbal and written communications to cease and desist. I did not give them my express consent to call me. They have been calling from suspicious, unknown telephone numbers and it seems that they will not stop. This is causing me stress/anguish. Please expedite this response as this is an urgent matter I'd like to get taken care of immediately.
Company Response:
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022, I tried to link Chase to my XXXX account. There were two small balance deposits from Chase into XXXX, and I verified those with Chase. Then I scheduled a {$1600.00} transfer for an approximate immediate time. I can not log in to Chase to see when exactly the transfer was scheduled. The transfer has failed, and I have not been notified. I would not have known had I not tried to log into my Chase account on XX/XX/XXXX and found my account locked. Calling the Chase fraud department has been useless ; they are unable to explain why my account was locked and why no steps were taken to resolve this. They claim they notified me, but won't say how that happened.
Company Response:
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: As consumer and natural person, was denied when I applied for checking account by CHASE BANK, on XX/XX/2022. Adverse action against a consumer is AGAINST THE LAW according to the Equal Credit Opportunity Act which is codified in 15 U.S.C XXXX CHASE BANK, are subject to criminally liability for violating 15 U.S.C 1691 as I have proof that I was discriminated against by CHASE BANK,. due to the response I received. CHASE BANK, is in violation of 15 U.S.C Code 1642. U.S.C 1681m and 12 cfr 1002 because I, the consumer, made an application in good faith, but account was not issued. Furthermore, because my social security number ( credit card ) was used, and I received NO benefit. This is proof of fraudulent activity ( UNAUTHORIZED USE OF CREDIT CARD ) on behalf of CHASE BANK. I, the " consumer '', '' principal ', " surety '' '' beneficiary '' of the application. The application should've been approved.CHASE BANK also monetized the application. Which is FDIC insured $ XXXX. CHASE BANK is in multiple violations.15 U.S. Code 1602 ( i ) in regards to using my SSN which is a credit card. The application that was filed is also being securitized and proceeds have been made without my knowledge. 15 usc 1601 ( TILA ) Credit 15 usc 1692 ( FDCPA ) -Debt 15 usc 1681 ( FCRA ) -Consumer reporting/reporting/reports. 15 usc 1691 Equal Credit Opportunity Act Aka Discrimination from your creation.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022, my friend and I attempted a third party mobile deposit in her name through me. The mobile deposit was not going to be available until XX/XX/XXXX. The next morning on the XXXX, I noticed that my transactions were declining and I called the bank. The bank stated that my account was restricted and they needed my friend and I to go into a branch and present XXXX forms of identification and her authorization for the deposit. My friend nor I, have a car so we were not able to get to the bank until that Wednesday the XXXX. When we went into the branch in XXXX, MO. Located at XXXX E. XXXX XXXX. XXXX, MO. XXXX XXXX, we presented the man out XXXX forms of identification and she gave acknowledgement to the consent of the mobile deposit. The man called and informed the XXXX of all that was going on. While on the phone he informed me that Chase was closing my account. I asked if he could see my deposit from my XXXX? And he said yes and showed me. I asked how do I get my money? He said they will be mailing it to you. I asked did he know when they sent it out and he said today. The following day XXXX looking through my account and I see my XXXX deposit in there and XXXX cant access my funds. I start calling the banks and they said they hadnt lifted the restrictions because the check had not returned yet. I said, so you all have not even actually began the process of sending me my check and I was told no, and I asked so what am I supposed to do? I cant even leave my house now because I have no money. My rent is due, the money was going towards my down payment for my car and I was to let my boss know when I got my car so I could give him a date of exactly that I would be reporting back to work. I have talked to so many people. I called the branch back and was told to come in and they would look AGAIN and I can not even get a ride there. I have now at this very moment been on the phone with a woman by the name of XXXX she is a XXXX XXXX XXXXXXXX and she told me I have to go back into a branch with my friend and verify identification and I told her we already did that and she said it doesnt say I did. Like what?? I have now been on hold for a hour and a half for a XXXX so I can tell my story to now for the hundredth time. I did all they asked of me. I even asked could they unrestrict it while on the phone with me so I could just upload my funds to XXXX XXXX so I could have access to my money and she said no. XXXX so frustrated! Yes, there is rules and procedures but when XXXX is following them why arent we upholding to those exact guidelines. I am at a loss and so XXXX, this is mind boggling to me they can hold my money like this. I need some help please! And even after my situation is handled and my account is fully closed, I still want Chase to be held accountable for not upholding their very own policies and regulations when it comes to their customers.
Company Response:
State: MO
Zip: 64130
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, I have summitted a formal complaint to Chase on the handling of my escrow account. When I initially closed my home loan in XXXX of XXXX my lender padded my escrow account to for the standard rate in California of 1.25 % of my purchase price ( {$490000.00} ) to account for any increase in tax payments. My monthly payment was at {$2500.00} with {$510.00} being allocated to my taxes. When my supplemental tax bill came out in XXXX of XXXX, I sent the bill to Chase. Chase should have this of record and understood how my taxes would have increased from the previous owner to me. Chase was able to pay my supplemental taxes directly from my escrow account due to the diligence of my previous leader. In XXXX of XXXX my payment was lowered when my escrow account was reanalyzed. My payment was updated to {$2100.00} with {$80.00} being allocated to taxes. This should have never happened. Chase should have left my payment with the padding using my supplemental tax bill as evidence my new tax bill would be substantially higher than the previous bill. In XXXX of XXXX again my escrow account was reanalyzed changing my payment to {$2100.00}. Lastly, XX/XX/XXXX my escrow account was reanalyzed. Now I have an escrow shortage of {$4600.00} with an increase to my monthly payment of {$800.00}. The amount of taxes Chase paid on my behalf in XXXX was {$8600.00}. How would keeping my taxes at {$960.00} a year be setting me up for success? How is this responsible servicing? Chase has created a severe hardship to my household. I must take a loan from my retirement account to pay my escrow shortage in full because there is no way I can afford the {$800.00} monthly payment increase. This was not how my loan was approved exceeds my current XXXX. I have called Chase Customer Service and spoken to 3 individuals on XX/XX/XXXX, without success. I would like Chase to contact me directly and rectify this issue. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I confirmed with my servicing department they take items I discussed into consideration, so XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 95822
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A