Date Received: 2022-12-04
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: We used our travel rewards on our credit card with Chase using their Chase Travel Rewards service to buy a return trip ticket from XXXX XXXX to XXXX XXXX for travel on XX/XX/XXXX and return travel on XX/XX/XXXX of 2022. The chase credit card is in name of XXXX XXXX. The travel was for XXXX passengers XXXX XXXX ( wife of XXXX XXXX ) and XXXX XXXX ( son ). The trip ID was XXXX. We used our rewards points with additional cash amount. It was a refundable ticket. We were not able to use the return portion of the ticket due to a death in the family and informed chase travel rewards and the airline ( XXXX XXXX ) ahead of the return travel date. Chase travel rewards has now been giving us the run around to refund our amount for the cancelled leg of the flight. After XXXX call and spending XXXX hours with them they finally processed a refund or {$2000.00} on XX/XX/2022. They also gave us a processing ticket number XXXX, but till date have not remitted that amount. After following up they have started to deny that the amount was processed, have started asking for additional fees to reprocess the refund and have been giving us the run around. They often disconnect the call after having kept us on the line for an hour and never call back. We seem to have no redress. Please help us.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2022-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-04
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I went to a Chase ATM on XX/XX/22 around XXXX and deposited {$220.00} dollars in cash. The ATM gave me no receipt and my account did not update with the cash deposit online. I noted the Terminal ID on the screen : XXXX. I've sent messages through my online banking profile with Chase about the issue. I'm also currently on hold with customer care. I was on hold for XXXX minutes when someone finally answered, I told them the problem, and then they immediately put me back on hold with no explanation of a possible solution or what next steps would be. It's now been an additional XXXX minutes of hold time. I understand that my complaint may be premature and possibly may be resolved by Chase... but I'm taking no chances. I can't be on hold all day as I have to leave for work at XXXX and it's currently XXXX.
Company Response:
State: NY
Zip: 11103
Submitted Via: Web
Date Sent: 2022-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, at XXXX pm I received a text message asking if I attempted to transfer {$1300.00} through XXXX. Within a minute I responded No to the message. I immediately received a reply message that said I would be getting a call within 2 to 3 minutes from a representative. At XXXX I received a call from XXXX with a representative stating they were from Chase XXXX The person had my personal information and stated that someone was trying to take {$1300.00} from my account. He had me log into my online banking to confirm that money ( {$680.00} ) had already been moved from my XXXX account to my Checking. He said if I did not move my money right away it would be drawn from the account, and I would not be able to get it back. He said I needed to send the funds to an account they set up for me that the fraudsters did not have access to. They said to send the money through XXXX to XXXX to safeguard my account. Once the account was secured, they would put the funds back. It was not until XX/XX/XXXX that I found out that the person I was talking to was not from Chase. I called Chase on XX/XX/XXXX to follow up on my dispute since my funds had not been posted back to my account. The Chase representative I spoke to did not see a dispute on file for me. I started to ask more questions and discovered that the person I first spoke to XXXX not have been from Chase. A claim was filed with the real Chase representative, and I was provided a XXXX XXXX XXXX XXXX XXXX account. By XX/XX/XXXX my claim was denied, and the provisional credit was withdrawn from my account. This left me with a negative balance, over a holiday weekend, while I was working out of town, and staying in a hotel. I called again XX/XX/XXXX with my sister on the line to see if I could get my claim re-reviewed and spoke to several people at Chase ( XXXX people to be exact ). One of the people we spoke to was a Supervisor in the Call Center ( 3rd person ). She was able to confirm that the {$680.00} that was moved from my XXXX account in order to have {$1300.00} available in my Checking account, was done through XXXX Chase by Phone service. She confirmed the transfer was done on XX/XX/XXXX at XXXX ET ( XXXX PST ). Note, this is two minutes before I received the text message about the XXXX payment. We asked how this could have been done and what information was required to use the Chase by Phone feature. The XXXX said to access the Chase by Phone you need the account holders card number and pin, account number and password, or the userID and password. She could not tell us what information was used to access my account or what phone number called in to the " Chase by Phone '' system. She was able to confirm that I had never used the service before and removed the access to the service for me per my request. I have spent several hours on the phone with Chase over this. I have been given the runaround several times their employees, been provided misinformation, have been hung up on, laughed at, talked to rudely, disregarded, and told that yes there is fraud on your account but there is nothing we are going to do about it. It seems that because this was done through XXXX ( a service provided by Chase ) that everyone at Chase washes their hand of their customer regardless of the situation. Someone got into my account without my permission, moved my money from my XXXX account to my Checking fraudulently, then called me impersonating a Chase representative. I was not being careless with my account ; I thought my bank ( Chase ) caught fraud and was trying to help me. As it turns out, Chase is the only XXXX not trying to help me with the fraud on my account. I was directed to ask my home branch to credit me when the XXXX Department refused to help me and the XXXX representatives said, XXXX that would hurt our branch so thats not going to happen. After visiting the branch, a few days later I received a call from a Chase representative from the XXXX XXXX XXXX who asked me to send her a letter with all of the detailed information I had to reconsider my claim and I would get a call back in XXXX business days. I completed the letter and brought it into the Chase branch as instructed and had a teller send the letter via fax with the complaint ID included. No contact from Chase was received after this letter was sent.
Company Response:
State: CA
Zip: 92040
Submitted Via: Web
Date Sent: 2022-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-04
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: I have been working with Chase for over a year to get a refund for my flight that I purchased through them. I have an email confirmation from Chase stating that I am due a refund of close to XXXX. To date I have only received XXXX and no one at Chase is able to tell me when the remaining amount will be received. Its also unclear why I only received this amount. Im struggling financially because Im short XXXX. Chase originally told me that it would take 7-10 business days to receive the refund. The XXXX I received within 1 business day but its unclear when I will receive the rest. Please help.
Company Response:
State: CA
Zip: 94118
Submitted Via: Web
Date Sent: 2022-12-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom this will concern XXXX XXXX XXXX -present time Chase Bank Chase bank is my mortgage holder and when I call customer service, they requested that I open a checking account to pay my mortgage. I have been paying via my saving account for the last 5 years without a problem. They sent me emails that I am4 month in arrears and I am in foreclosure They said should go to a branch and make extra payments in addition to my monthly electronic withdrawal. ( On my mortgage ). ( See attached ). My original loan amount was {$160000.00} in XXXX I have documents proof that I already paid {$550000.00}. Because over the years I made 2 huge payments of {$50000.00} once in XXXX and {$50000.00} XXXX TO PAY DOWN THE PRINCPLE OF MY MORTGAGE but there is no evidence of these huge payments.. I was told the XXXX branch that I could not buy down my principle??? but the more questioned and complained I was given more court judgments. To pay. I made {$17000.00} in XXXX that was to pay down on my principle, but they applied it to my interested to pay off all these fraudulent judgments '. Chase bank has been calling me 3 times a week to since XXXX ( sounding very unprofessional ) to refinance my mortgage to avoid foreclosure. My house should have been paid off 10 yrs. ago but I am constantly receiving bogus judgements that is added onto my principle. ( See attached ) I have a judgment that belongs to my ex-husband that is 10 yrs. old, and I have been divorced XXXX. To XXXX XXXX ` XXXX XXXX XXXX XXXXXXXX Fraudulent Loan amount form Chase. Please see attached documents. I financed my original loan with XXXX XXXX XXXX in XXXX for {$120.00}, XXXX NOW I still owe {$120000.00} I GOING TO LET THE NEWS MEDIA BE THE JUDGE OF THIS OURRAGOUS FRUDNET MORTGAGE LOAN FROM CHASE. THEY OWE ME {$510000.00} and for ruining my credit for 25 years. YOU HAVE TO WOONDER HOWMANY PEOPLE THAT THEY HAVE ROBBED LIKE THIS. I have documented proof AND NUMBERS DO NOT LIE PEOPLE LIE. ITS NOT WHAT YOU KNOW BUT WHAT YOU CAN PROVE. Thank you for your time and consideration.
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response:
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2022-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021 I visited a Chase branch at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX. I was attempting to transfer money into my chase account from another bank. While I was there, I spoke with a bank teller and explained my request. The teller then involved the manager on duty. The manger told me that there was a problem with the other account and that they were unable to transfer the money. I left the bank and soon found out that whatever the manager did caused my chase accounts to be frozen/restricted. I was unable to use my debit cards, transfer, or withdraw my money. I had to spend several weeks, and a lot of my time and money to get this fixed. Not having access to my funds during this time caused me numerous problems and I also lost income due to having to take time off of work to go to another chase branch in person to get it fixed. As was no surprise to me, the end result was the chase had made an error and access to my account and funds were restored. I never received any compensation and not so much as an apology for any of this.
Company Response:
State: FL
Zip: 32810
Submitted Via: Web
Date Sent: 2022-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX, during the mortgage crises, I applied for a loan modification with the assistance of XXXX. After a very long process, I was finally given a loan modification that included a XXXX XXXX XXXXXXXX XXXX of {$47000.00}. According to the XXXX program and XXXX XXXX, the deferred amount should be reduced to XXXX XXXX XXXX XXXX in good standing. I have had over XXXX XXXX of good standing but never had the deferred amount reduced. I contacted Chase regarding this error and was told that my modification was not XXXX and therefore, I did not qualify for the benefits of the XXXX program, including forgiveness of the XXXX. I contend that I was wrongfully placed in a non-XXXX modification even though I qualified for a XXXX and all of the benefits that includes. For supporting documentation I have a letter from Chase dated XX/XX/XXXX that stated that I was qualified for the XXXX modification. I do not believe it is a fair practice to be placed in a modification that provides for fewer benefits than XXXX that I qualify for. The resolution I seek to this matter is to have the benefits of the XXXX modification applied to my loan. Specifically, I would like the deferred XXXX of {$47000.00} forgiven and reduced to XXXX as per the benefits of the XXXX program and XXXX XXXX Supporting Documents XXXX. XXXX from Chase dated XX/XX/XXXX, advising " Congratulations! You are eligible for a XXXX XXXX XXXX '' XXXX. Letter from Chase dated XX/XX/XXXX stating my loan was processed as a Chase XXXX and not a XXXX XXXX XXXX XXXX. Letter from me to Chase, dated XX/XX/XXXX, requesting forgiveness of the the deferred amount based on XXXX program benefits and XXXX rules. Thanks for your attention and assistance with this matter.
Company Response:
State: FL
Zip: 33127
Submitted Via: Web
Date Sent: 2022-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2022 I received a call from a Chase listed telephone number, ( XXXX ) XXXX. The caller explained that my card was compromised and had been used in two transactions. The caller had NPPI information such as name, address, account number. The caller was in fact a scammer that used the NPPI to send a code that I received ( from XXXX ) that was then used to activate a Apply Account on an XXXX XXXX I do not have XXXX phones. The scammers took their XXXX XXXX XXXX to purchase items from stores in the XXXX shops in amounts over {$400.00} and {$7000.00}. I was not notified of these attempted charges by Chase. My card is set to inform me of charges in amounts over {$400.00} as a fraud protection feature promoted by Chase. I only found out about these item when I contacted Chase Fraud department on XX/XX/2022 to inquire why my new replacement card was not delivered as the scammers had promised. My questions are : 1. How did my NPPI get compromised by Chase? In addition, according to a Chase representative, they do not notify customers of fraud attempts if they decline the purchase. 2. What value is it to me if Chase does not notify me that {$8000.00} of charges were attempted on my account? The scammers still had possession of my information and this was only discovered upon my inquiry, not by any actions by Chase. 3. How can Chase promote " Fraud Protection '' on their cards with such a broad loophole of if Chase declines a fraudulent purchase, Chase does not have to notify the card holder of the attempted fraud, only if the fraud is completed? 4. Has the scammer been found, or is Chase even pursuing the scammer as the charge was declined? 5. What is Chase doing to protect my accounts from the scammer using my NPPI again? XXXX XXXX Chase Credit Card account ending in XXXX.
Company Response:
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2022-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited a check into XXXX for {$30000.00} this is the 4 check I have deposited into this account from the same maker. Previous deposits were XXXX ( {$12000.00} ) XX/XX/XXXX ( {$15000.00} ) XX/XX/XXXX {$13000.00} and another deposit into another account for {$31000.00} on XX/XX/XXXX. This check was out in an extended hold. I called and spoke to XXXX with the fraud team and he blatantly lied to me saying everything was verified and my find would be released. Called back and spoke to account supervisor XXXX and he said he didnt understand why the extended hold but said the back office will deny his request. Chase puts extended hold on deposits to collect interest off of my money or the are racially profiling me this is the 3rd time this has been out on hold from a check from this maker and chase constantly lies about the reasoning
Company Response:
State: IN
Zip: 468XX
Submitted Via: Web
Date Sent: 2022-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A