Date Received: 2022-12-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I disputed a charge on my Chase credit card on XX/XX/2022. I received a text message that there had been a {$2000.00} purchase on my/our card. It was a XXXX and both my XXXX and I were home working on our new house building walls. I went to my computer to check my credit card. I discovered that there was a charge for {$2000.00} to a company called XXXX, XXXX. I went back and asked my XXXX if he recognized it as something we would have bought for the house construction. He said no he didn't think so, so I went back to see what the company was. When I looked it up on XXXX it said it was a 'wedding venue ' in XXXX XXXX XXXX XXXX XXXX Now I knew that neither XXXX of us had made a purchase there, because we live in the XXXX XXXX, and all three of our children are already married and live within XXXX miles. I immediately went to the Chase website and disputed the charge. The charge was immediately removed from my account and they claimed they would investigate and let me know the results, meanwhile they would send us new cards. The new cards arrived within XXXX days and I assumed it was a done deal, until I got a letter dated XX/XX/2022 telling me that the review of the unauthorized purchase on my account had been completed and the conclusion was that we had 'received benefit from this transaction '. I got online and it showed that the {$2000.00} had already been returned to my account. I called the number at the bottom of the letter for the Chase Fraud Department immediately. The agent that answered asked me some identifying questions and looked up the transaction and review. She asked if both my husband and I had our cards in our possession that day and I told her yes, and that we had spent the whole day on our property working on the new house. She then told me that what I had just told her was impossible because the 'actual ' card had been swiped at XXXX., essentially calling me a liar. I told her that someone had obviously made a darn authentic copy of my card, at which point she said she would reopen the case. I mistakenly assumed that meant they would remove the charge again. They did not. At this point I XXXX XXXXXXXX, XXXX again with the intention of calling them. This time it came up as XXXX XXXX XXXX XXXX. I called the number listed and got a recording that said this number is no longer in service. I wasn't surprised. Why didn't the Chase 'investigators ' find the same results. On XX/XX/2022 I got another update from Chase saying that they had again reviewed the case and they were standing by their investigation and that the transaction was valid. On XX/XX/2022 I received another notification online saying the same thing and that I would be responsible for the balance according to the terms and conditions of my credit card. They again reassured me that they had researched it thoroughly. I then called the Chase Fraud line again and talked to an agent. She told me I needed proof that both my husband and I were in the vicinity of our home on the day in question. Pictures with dates and locations, sales receipts, etc. would all be helpful. She again reiterated that the actual card was swiped at the XXXX. I repeated that it wasn't possible because we had both been in possession of our cards that day. I felt like a broken record. I then asked her to produce either my husband 's or my signature since they were so sure the 'actual " card was used at XXXX and asked why I was the one that had to prove everything and they were proving nothing to me? She suggested I write an email and include my questions and the picture I told her proved that we were both at home on XX/XX/2022. I sat down immediately and wrote that email to XXXX. I also included a photo that a friend had snapped from that day that showed the date and location and included my husband, a neighbor and myself building a wall. I received an email back in under XXXX minutes that my message was received and it may take up to XXXX days for the investigation to be resolved. On XX/XX/2022 ( XXXX short days later ) I got another notice through their website that they had come to the same conclusion. Blah, blah, XXXX did not address my request for a copy of my signature, they didn't acknowledge the picture, nothing. I am requesting that this error be corrected with no affect on my credit score and the amount of {$2000.00} returned to the balance on my Chase Freedom card. It was deducted and paid because I was afraid of what would happen to my credit score if I didn't! As far as I'm concerned it never should have been returned to my balance because this is NOT resolved and from what I've read the timeline is unlimited. I sent them a certified letter on XX/XX/2022, with all correspondence attached as well as the picture showing us at home. I stated that if I hadn't heard from them in XXXX days after their receipt of the letter that I was going to contact the CFPB, so here we are. I received a message online today with the same generic letter stating that they stand by their investigation and I owe them for it. I will be closing the account but am not sure I should until it's resolved. What is your opinion? What is next for me? Can you help me? I'm even willing to hire a lawyer because now for me it's the principle. I'm lucky I am able to absorb the charge, somewhat uncomfortably, but still able. There are a lot of people out there that can't! I included a copy of everything I sent in the certified letter in the download of documents being sent to you as part of this procedure. Thank you very much for your consideration.
Company Response:
State: IA
Zip: 504XX
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2018 chase bank end relationship with me because of fraud XXXX checks then I really try to fixed and explain to them they wont let me reopen new account anymore finally all my money were in it I were so starving and hungry so much
Company Response:
State: CA
Zip: 93535
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022 there were XXXX unauthorized withdrawals taken from my account, {$200.00} and {$500.00} totaling {$700.00} My mom noticed the amounts withdrawn and immediately called me because I was actually out of town and NEVER withdraw that type of cash. Our accounts are connected and have been since I was in high school, I am now in graduate school. We alerted Chase Bank to deactivate my debit card, I transferred my remaining balance out of the account to prevent any additional theft, and I ordered a new card. I sent Chase bank a letter outlining my appeal to refund my stolen money along with credit card receipts showing that I was out of town during the withdrawal time from a XXXX XXXX institution. Chase informed today that I need to go the police and have them access ATM video footage and then submit to Chase. This is a ridiculous request and highly impractical. I am quite concerned because my debit card was not lost or stolen and was in my possession when the unauthorized withdrawals were made. Chase has refused to refund my stolen money and this now more than XXXX days, I find these actions irresponsible. It is their responsibility to safeguard my money when it is in their possession.
Company Response:
State: IL
Zip: 60637
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited a check via the Chase mobile app to my checking account. The source of the funds was an established income source used several time before, as recently as XXXX weeks prior to this. Upon depositing it, received notification it would be subject to a XXXX day hold. This seemed a departure from the normal hold time so I contacted Chase to obtain an explanation both in person and on the phone. I was subjected to a humiliating variety of questions, as the check was from a relative I was asked how they were related to myself, why they would be sending it and why I would have a different last name. After answering these questions I again received a shifting series of attempted explanation for the delay. In contacting the family member that had issued the check it had cleared the bank the day after the check was written. At this point it has been XXXX days without neither a return of funds to the party who had written the check not a deposit of the funds to my account nor did I evert receive a clear and consistent explanation for this issue.
Company Response:
State: TX
Zip: 78258
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a Chase credit card that I used to pay for a home appraisal on XX/XX/22. Chase treated this transaction as a Cash Advance, despite the fact that it was just paying for a service and I received no cash. Because of this, they charged me a {$29.00} " Transaction Fee '' and Interest Charges of {$6.00} & {$13.00}. There is no way for me to know which transactions would be considered a cash advance. Their cardholder agreement defines a " cash-like transaction '' as " The following transactions will be treated as cash advances : purchasing travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions ; purchasing lottery tickets, casino gaming chips, race track wagers or similar betting transactions; and making a payment using a third party service. '' None of this applies to my transaction. I spoke with a Chase supervisor ( XXXX XXXX and he refused to refund the fee or the larger interest charge. Even more concerning is that he said there is no way for me to prevent these sort of mischaracterized cash advances in the future. I can't disable it. He also tried to blame the vendor I paid, saying that they asked for a cash advance and I could dispute the charge. I confirmed with the vendor that they did not do this and it was just a normal charge. My larger concern is that Chase is free to mischaracterize transactions, charge fees and interest, with no recourse.
Company Response:
State: MA
Zip: 02138
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: I went to att.com to pay a one-time fee of {$360.00}, the remainder of a phone installment plan I had with XXXX. I have a chat transcript with XXXX that shows the phone payoff was a one-time fee of {$360.00}, as well as a statement on my XXXX purchase history showing this was a one-time fee of {$360.00} XXXX tried to charge XXXX of my chase cards ( Chase XXXX ), which XXXX not go through and I also received text message and email " fraud alerts '' claiming my charge did not go through, to approve it, and try again. I tried on a second Chase card ( Chase Sapphire ), XXXX attempt did not go through and XXXX did. Again, all invoices and all documentation show I had a one-time installment payoff of {$360.00}, there is no record of XXXX being owed {$360.00} multiple times. While only XXXX of the charges should have been posted to my Chase card, all XXXX were then posted due to the chase fraud alert system and what may have been issues with the internet payment system. Chase claims XXXX provided documentation to prove that the XXXX additional charges of {$360.00} were accurate, however, neither Chase nor XXXX have provided me proof of invoice of more than the one-time {$360.00} charge owed to XXXX, nor have they provided proof that I approved more than a one-time charge. This was a one-time payoff of an installment plan for a phone, which is clearly documented in both invoices, chat transcripts, and bill history on my XXXX account. There is absolutely no legal reason that XXXX can claim the additional XXXX charges that were posted to Chase due to the fraud alert system are accurate. The resolution : please refund XXXX of the additional charges of {$360.00} that were errors in processing. I should be left with only XXXX charge of {$360.00} on XXXX card.
Company Response:
State: WA
Zip: 98103
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: {$2500.00} check was cashed at chase bank mobile deposit on XX/XX/XXXX. On the morning of XX/XX/XXXX my account was at {$420.00}. The check was put on hold d/t fraud detection, and the money was not received and put on hold. However, the full {$2500.00} was taken out of my account by chase bank, reducing my balance to XXXX. Calling customer service, I was able to talk to a supervisor, who explained the check was put on hold due to potential fraud. They further said they contacted the check issuers bank and were told it was a bad check. ( The check issuer is a family member ). Calling the family members bank ( XXXX XXXX XXXXXXXX ) yielded the following : - they were never contacted by chase bank- they had no reason to suspect fraud - the check was valid, and in fact the money had been withdrawn from the XXXX XXXX XXXXXXXX account. Chase refused to refund my account the {$2500.00} they fraudulently charged me, and told me my account was locked and being closed. They also said they would not refund the money until XX/XX/XXXX. My account is now in the negatives and I cant pay rent by its due date. Chase refuses to do anything, Ive talked to management and they wouldnt do a grunt further.
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Whenever I deposit a paper check to my bank ( JP Morgan Chase ), they place the funds on hold for more than XXXX business days, causing me stress and financial difficulty. I make a lot of money, but my account is showing to be nearly empty because this bank is placing my funds on hold. I called and I went into the local branch, but they have no explanation as to why they are doing this. The only thing they tell me is that the funds haven't cleared and they can't help me. Recently, I received a paper check from the estate of my grandmother. My check was placed on hold, while my entire family received their funds within a day. I've never had a bank do such a thing. I deposited the check on XX/XX/XXXX, and it will not be available in my account until XX/XX/XXXX. Other checks they place on hold are paychecks from a XXXX XXXX XXXX XXXX hardly a fly-by-night account. There is no reason for JP Morgan Chase Bank to do this. It makes no sense, and it causes me serious financial hardship.
Company Response:
State: TX
Zip: 75075
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XXXX with the Chase executive team confirmed XXXX claim # XXXX was denied by Chase based on an internal review by Chase claims. The reason that was providedis that the paymentwas completed via XXXX XXXX and all other XXXX XXXX transactions for that date were not denied. This decision was made by XXXX, a claimsmanager. We have made several requests for proof that the transaction was authorized by the account holder but have been told that whatever information that was provided by the merchant is internal only. The refusal to provide proof of authorization is a violation of the Fair Credit Billing Act.It is in fact also noted in the third bullet point of your claim letter to contact Chase to request the information used for research. However, no documentation that proves authorization has been provided to us as the accountholders. Further, per XXXX and XXXX it has been raised that not all transactions on the same day of this claim were disputed and isthe reason for denial. We have already been in contact with XXXX to request a transaction of all XXXXXXXX XXXX purchases and per XXXX there are not any recorded. We can not find any record as there is not a transaction history available for us to review. This is the reason we contacted XXXX who has no history of XXXX XXXX transactions to provide us with. I have spoken to XXXX different departments today asking for all XXXXXXXX XXXX transactions specifically for the dates of XX/XX/22, XX/XX/22 and XXXX. This is a request for all XXXX transactions between the dates of XXXX.
Company Response:
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There are Inquiries that are reflecting on my credit report that I have not authorized.
Company Response:
State: VA
Zip: 23324
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A