Date Received: 2022-12-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I started having an issue with logging into my account on line with Chase.com. The system requires a secondary verifiction code that I have been receiving via my home phone for MONTHS. Approximately 3 weeks ago I was no longer receiving these calls so I called Chase Technical support and was told that my phone company was blocking the number. So I called my phone company and they verified that there were no numbers blocked. I then called Chase at least 3 more times and was once told that now I was only to receive text messages but made the correction and I should now receive the calls. Well the problem did not go away and I was told again that my phone company is blocking the number. After another call to Chase they finally created a ticket to research the issue. I received a phone call after 5 days days and was told that my line was a VOIP and not a land line and was being blocked. I then called XXXX and was told that my phone was a land line and not cellular or anything else. They also never heard of the issue and they receive calls from their bank on these lines. So I have spent a considerable amount of time trying to get this resolved and was LIED TO numerous times about what is causing this issue. When I asked about receiving the calls for MONTHS they replied that it was a glitch in their system that allowed the calls to go through and now they block them. One day the calls go through and the next they are blocked. They said that they do not consider VOIP line secure to which I replied that are they less secure than cell phone that can easily be hacked. First, I should not have had to spend this amount of time to try and fix a simple issue in addition to being LIED To numerous times. Secondly, if this is not resolved I will consider changing banks after being with Chase for over XXXX years.
Company Response:
State: CA
Zip: 92694
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
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: XXXX XXXX, owned by XXXX XXXX, made XXXX unauthorized charges on my Chase United Credit Card between XX/XX/XXXX, and XX/XX/XXXX. I discovered these charges on XX/XX/XXXX and immediately called Chase United Fraud Department. As directed by Chase, I contacted XXXX XXXX, who assured me that he would issue refunds for these charges, which I did not authorize and for which I have received absolutely nothing. The total of these charges is {$2700.00}. XXXX XXXX, after numerous phone calls from both me and Chase, eventually refunded {$510.00}, leaving a balance of {$2200.00}. Chase left the case open while I unsuccessfully tried to collect from XXXX XXXX for XXXX months, while leaving the balance on my account accruing monthly interest charges totaling {$180.00} as of XX/XX/XXXX. Chase promised that if XXXX XXXX agreed to refund the charges, they would consider it an admission of fraud. XXXX XXXX, after refunding the {$510.00}, stated that he would send me the rest through the mail. He gave his word that he had mailed a check but refused to give me a tracking number. It was never sent. In conversations with Chase, XXXX XXXX has falsely maintained that I signed up for a monthly service and a listing in a directory, but he has consistently refused to provide any sort of contract or agreement. He said that his company prepared a XXXX biography, but he has refused to send it to me. I never provided him with any information. His website is nonfunctional and the only email I ever received from him was sent in XX/XX/XXXX, addressed to another person. I did not sign up for any services with XXXX XXXX, pre-order a book, or have any other business dealings with this company. I did not give them my credit card information. I have done everything Chase asked of me. I filed complaints with the XXXX government. By XXXX, XXXX XXXX indicated to me that he was in trouble with the state of New York. He hired a lawyer and falsely claimed that he moved to XXXX in XXXX. I found out recently that he is still residing in XXXX XXXX. Chase United still refuses to remove the charges or admit that this is a case of fraud. On XX/XX/XXXX, Chase said that I would still need to provide proof of fraud, which is impossible when there has been absolutely no communication from this company prior to XXXX of this year. There was never any email exchange, notice that charges were being made, or even information provided about the companys alleged services. I never preordered a book and XXXX XXXX has refused to show me any proof that a biography was ever created. I do not have an account. XXXX, without notice, began charging my account in XX/XX/XXXX, when the country was virtually shut down due to the pandemic and my XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I was shut in for more than XXXX years and, not surprisingly, didnt think to check my statements for fraudulent charges. I reported the ongoing charges the first moment they were discovered. The last time I spoke with XXXX XXXX, he informed me that he never published a book and is now filing for bankruptcy. He promised to call me back, but has not done so. Chase United claims to offer protection from credit card fraud, but they have fraudulently refused to provide me with this service when I needed it. I am asking that Chase honors its customer commitment by paying me the amount of {$2500.00}, which represents the balance of the fraudulent charges made by XXXX XXXX, plus interest.
Company Response:
State: CO
Zip: 80127
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XXXX XXXX I checked my Chase checking account online to see what my available balance was. I noticed that the balance was extremely lower than expected By thousands of dollars. I checked the transation activity and discovered several entries of transations that I never made. The charges were XXXX debit charges made from XXXX for XXXX each totaling {$3900.00}. I called chase immediately and reported it. I was told that they would investigate the charges, in the mean time they would replace the money back into my account. also a new debit card would be sent out by XXXX to me to use and I received the new card, and they removed the charges. on XXXX XXXX I presented my debit card at the grocery store and it was denied. when I called chase I learned that the credits was reversed after a investigaton even though I did not make these charges. Chase never told me or in any way reveal to me that the credits was temporary pending their investigation, advise my of the status of their investigation
Company Response:
State: NY
Zip: 11553
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022, I was a victim of check fraud. I wrote a check in the amount of {$26.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX It appears someone fished the envelope out of the mailbox and altered the check to the amount of {$1700.00} made payable to XXXX XXXX XXXX. This check was cashed at a XXXX XXXX XXXX XXXX. I reported this to my Chase branch and opened a claims number XXXX on XX/XX/2022. I was informed it may take between 60-90 days for XXXX XXXX XXXXXXXX to investigate and respond, so I waited. I subsequently called Chase 's Claims department at ( XXXX ) XXXX option 3 in XXXX and was told they will send a follow up to XXXX XXXX XXXX. I received no calls from Chase for months, so called back again in XXXX. I received the same response from Chase Claims that all they can do is send another follow up to XXXX XXXXXXXX XXXX. I proceeded to call XXXX Claims again in XXXX, XXXX, and now XXXX. Still no resolution and the same status that Chase is waiting for XXXX XXXX XXXXXXXX to respond. This is extremely frustrating to say the least and while {$1700.00} is not a large amount of money to a big bank like Chase or XXXX XXXX XXXXXXXX, it is for a senior citizen like me on a fixed income. I've expressed this to Chase and all they can do is say sorry. My last resort is to file this complaint in hopes that something changes in the ways large financial institutions protect their account holders, especially seniors. It's really not acceptable to have no ability to do anything besides send follow ups that go unanswered.
Company Response:
State: NY
Zip: 11370
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: During the time frame of XX/XX/2022 through XX/XX/2022 multiple purchases were made through a single merchant portal, XXXX, on my Chase Sapphire Reserve Card. The purchases that were made were enhancements to a service. The service quality had severely diminished over the course of the use ( disconnections, removal from the app store, inability to log in ) to the point that the service is no longer accessible to me. I had attempted to contact the merchant on multiple occasions with no response. I attempted to contact XXXX but they pointed me in the direction of my credit card issuer. As the service / product that was purchased was no longer being provided I had filed disputes for all charges to this merchant, XXXX, between the dates of XX/XX/2022, and XX/XX/2022. These disputes were denied by the credit card provider stating that they did not protect their consumer for these types of purchases. My rebuttal at the time was that these services were purchased and then removed. I no longer have access to the product / service which I had purchased. It would be like if I had purchased a car, been given possession of said car, and then the dealer removed the engine from said car after a specific period of time. While I had received the product, it was rendered unusable.
Company Response:
State: PA
Zip: 15237
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My information has been compromised and someone has been using my cards and purchasing things online. Last month I began to see unusual charges on my credit card so I called and disputed them charges at stores hookah bars and clubs. Almost {$600.00} on my credit card. I also seen a charge from XXXX for a total of {$540.00} which I also did not make so I contacted the bank and was issued a temporary credit which was taken back from. someone mustve have stolen all of my information and used my cards in order to make purchases. I have also filed an identity theft report.
Company Response:
State: FL
Zip: 32703
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Hello, I recently had my account closed by Chase Bank for " unexpected activity ''. I have never seen or heard that term used before with any banks. They sent me snail mail during the holidays ( they did not take that into consideration when sending ) and it got to me too late. On the letter is states that my account was set to be closed on XX/XX/XXXX and that all transactions will be declined. However, I was still making purchases past the given date. They also gave me less than 30 days to transfer/withdrawal my funds, which is not usual. They gave me 2 weeks essentially, including delivery time, during one of the busiest times of the year. Upon opening the letter, I decided to call immediately, I was still able to log into my account. I also noticed with the letter they sent another one titled " update '', implying that this was a second letter, but it was all in one. The ladies on the phone were extremely unhelpful and told me I have to go to a branch to get it resolved. The next day, today XX/XX/XXXX I decided to go to my local branch and speak with my usual banker. He told me that unfortunately the mail is a constant issue they have and since I didn't come into the branch before the date listed I have to wait until the XXXX for it to start being processed and it wont get delivered until XX/XX/XXXX. Which means I won't get it until after XXXX because everything is closed. They never mentioned that I had to come in before the date or come in at all on the letter. The only reason it stated to come in was to claim my rewards. They also never emailed, or called me to notify me of the pending closure, they just closed it. I also went in today to retrieve my routing and account number and the lovely ladies I spoke on the phone with restricted me from accessing it. That is an issue because my employer will continue to make deposits unless I fill out a form that requires those numbers. My banker called to try and have the check expedited, but they said it was too late. They also told him that the official closing date is XX/XX/XXXX on their end, which doesn't make sense to me if all my information linked to the account was deleted and the letter said XX/XX/XXXX. I have to pay rent and bills I can not afford to wait until after XXXX for my money. I don't think it's ethical considering the account was closed last week. Upon this happening to me I realized a lot of people had success with you guys and my banker suggested I file a claim.
Company Response:
State: CA
Zip: 951XX
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Chase just reaged an account on my credit report and it dropped my credit score. They are currently listing me as 180 days late as you can see on the payment status. Then they are listing the late payments incorrectly across all three credit bureaus. This is a violation of the Fair Credit Reporting Act, Section 623 Furnishes of Information. The last reported date is incorrect on all three credit bureaus as well.
Company Response:
State: CA
Zip: 90069
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: In accordance with the Fair Credit Billing Act please provide the information that was used to verify the charge in the amount of {$280.00} as authorized. This is a request for all documentation provided by the merchant.
Company Response:
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In accordance with the Fair Credit Billing Act please provide the information in accordance with FTC regulated laws and the proof that was used by the merchant to verify the charge in the amount of {$280.00} as authorized. This is a request for all documentation provided.
Company Response:
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A