JPMORGAN CHASE CO.

2019-07-03

NY

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Complaint: My Chase XXXX credit card was wrongly flagged for fraudulent activity. The company did not contact me to verify whether or not I had initiated the action, but merely assumed my card/identity had been stolen, and " permanently closed '' my account on XXXX XX/XX/2019. They did not notify me of this action, nor give me a reason for my account 's closure - I found out when my card had been declined, and I called in to the number on the back of the credit card. I had to spend hours on the phone over 9 weeks, and speak to numerous people, submit multiple pieces of documentation in-branch at XXXX, NY, 2 hours away from my home, and threaten legal action, before I found out the reason for my account 's closer - it had been wrongly flagged for fraud. They did not give me an opportunity to use the {$700.00} in rewards points I have accrued over the years, nor let me copy any of my credit card statements, as they had locked me out of the online portal and app. I have spent over 20 hours on the phone over the course of over two months, with no resolution. The person handling my case is in the XXXX, XXXX XXXX XXXX, who has only called me late at night, and has an extension that does not work for incoming calls. I would like my stolen rewards points back, as well as access to my records.
Company Response: Closed with explanation

Timely Response

2019-07-03

San Jose, CA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-07-03

Troy, MI

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-07-03

Arleta, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-07-03

Salt Lake City, UT

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-07-03

Chicago, IL

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: Someone hacked into my Chase Bank account and made 2 fraudulent payments of {$410.00} each ( {$820.00} ) total via XXXX to parties unknown to me.
Company Response: Closed with monetary relief

Timely Response

2019-07-03

Hamilton, OH

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2019-07-03

Naperville, IL

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-07-03

Eagle Rock, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-07-03

Vallejo, CA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-07-03

Soquel, CA

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: Hello, this is a follow-up to the response that Chase sent to me. I was not available to respond to the response to my previous complaint, so I'm doing it here. In short, the representative from Chase who responded to my last complaint here did not understand the issue or misconstrued it. The misleading marketing information was not from a third-party reporting on their interpretation of Chase 's product offering. This was Chase bank 's marketing material that was captured visually from Chase 's website. It was captured and discussed on a blog and the time-frame of Chase 's advertisement/marketing material is similar enough to when I applied for my Saphirre preferred that this advertisement/marketing material is misleading. The snapshot of Chase 's marketing content is attached. Thank you for your consideration and time -- XXXX
Company Response: Closed with explanation

Timely Response

2019-07-03

Ft Belvoir, VA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I recently switched direct deposit accounts to my Chase Bank checking account for my paycheck and its set to be processed for the next check. However I had to deposit a paper payroll check in the account before then, for less than {$150.00} and usually the funds are available in a day or two at most. This time, Chase put an 11 calendar day ( 8 business day ) hold on the deposit and provided no reason for this. I sent Chase a secure online message on XX/XX/XXXX, asking for clarification, but they ignored this message entirely. At XXXX XXXX on XX/XX/XXXX I called them as the long holiday weekend was approaching with no payroll funds. I was bounced around on the phone until I finally spoke to their fraud detection department whose rep could provide no information about the reasons for this delay. I then asked to speak to a more senior level rep and after a long hold spoke to a XXXX person who after looking into the account informed me that Chase considers checks and deposits issued by my employer including payroll checks and deposits to be high risk. She was unable to define this or provide any further information about the ( a ) nature of the risk and ( b ) implications for future checks and direct deposits. When I asked - she just hung up. I need to pass this information on to my employers finance team, but Chase ( as XXXX the Fraud team supervisor indicated when she hung up ) appears to be unwilling to provide any information about the reasons these funds are considered high risk by Chase Bank and what delays I can expect if I agree to allow direct deposits to be sent to my Chase account.
Company Response: Closed with explanation

Timely Response

2019-07-03

Kansas City, KS

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-07-03

Jamaica, NY

Problem with a lender or other company charging your account

Checking or savings account: Savings account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-07-03

Ridgeway, CT

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Charged too much interest
Company Response: Closed with explanation

Timely Response

2019-07-03

Heer Park, NY

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-07-03

Houston, TX

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Complaint: XXXX ( or XXXX ) XXXX company XXXX has repeatedly contacted me regarding a debt they have listed as ref XXXX, and for which I dispute and have records to prove their information is incorrect. They have repeatedly used threatening tactics such as : 1 ) threatening lawsuits 2 ) Pretending to be a separate 'document service delivery ' company implying litigation is imminent and 3 ) they have repeatedly denied my rights under the Fair Debt Collection Practices Act including : A ) They refused to give me an address to send a formal request asking for their documentation of the alleged details of the debt B ) They refused to honor my request to stop contacting me regarding the erroneous debt
Company Response: Closed with non-monetary relief

Timely Response

2019-07-03

Watkins, CO

Other transaction problem

Money transfer, virtual currency, or money service: Virtual currency

Complaint: Earlier today, I was attempting to purchase concert tickets to a show at XXXX XXXX XXXX in XXXX, CO. In recent years, the ticket prices for these events at XXXX XXXX amphitheater have become very expensive, so I can really only choose one to attend each summer. I'm a XXXX XXXX studying at XXXX XXXX, so money is already tight and I spend most of the summer saving to help get through XXXX. Anyways, I decided to go through XXXX to find tickets for the concert. I found an advertisement that said " 3 tickets for sale '', and I contacted the seller 's phone number. I expressed over text message that I was interested in buying three tickets for a total of {$210.00}, following the $ XXXX/ticket price tag that was included in the XXXX advertisement. I was purchasing the tickets for me and two of my good friends, who were planning to reimburse me after I had acquired the tickets from the XXXX ad. Essentially the communication between me and the XXXX vendor was discussing how we wanted to do the exchange of tickets/ how to pay for the tickets. He provided me with his full name, email, and phone number. He immediately asked if I had XXXX payment on my phone, to which I responded yes. I use Chase bank, and I had used XXXX previously on the app before, but only a few times with my mom for XXXX payments, so I didn't really understand how it truly worked. I immediately assumed a false sense of security because I was using a money transfer feature within the Chase banking app on my phone. When using the Chase mobile app, I assumed that Chase would protect any payments made through THEIR OWN APPLICATION. Anyways, the XXXX vendor told me that he had transferred the tickets to the email that I had provided him. I sent him the {$210.00} over XXXX once he told me this. I started to panic quickly when I saw that the tickets hadn't come through to my email and the seller had my money. I tried to call him back, but he had blocked my phone number immediately. My first reaction was to call Chase and ask them if they could refund the transfer I made within their own app, and they told me there was nothing they could do because XXXX was a separate company that is linked with multiple banks to do mobile transfers through banking apps. The whole time I was using Chase Quickpay with XXXX, it was never apparent that this is a third-party software that Chase had no control over, but had seamlessly integrated in to their mobile banking application with little warning to their customers that payments aren't protected by the bank itself. I had money stolen from me straight out of my Chase banking application and there was nothing that I could do about it, and the Chase was not willing to help me at all. {$210.00} is a lot of money for a XXXX student that barely makes {$100.00} in a full 8 hour workday. I can provide proof of the communication between me and the vendor, and the payments made through XXXX. Chase bank should also have records of me calling them today explaining the situation, and afterwards when they said there was nothing that they could do.
Company Response: Closed with explanation

Timely Response

2019-07-03

Rochdale, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: on XX/XX/2019, XXXX charged me {$16.00} for buying a game, but I was unable to download the game on repeated attempts because no matter how many times I tried downloading it, the estimated download time was 8 days 15 hours at 68 KB/s. I've attached the evidence with this complaint.
Company Response: Closed with explanation

Timely Response

2019-07-03

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-03

TX

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: XX/XX/2019 {$60.00} I have reached out to my bank to resolve the issue numerous times. I was asked to pay a deposit for a service up front, and upon a confirmed deposit I would receive the address for the appointment. Once I paid the deposit they young lady was no longer available, and social media accounts were gone. I spoke to my bank numerous times and they are refusing to return my funds to me.
Company Response: Closed with explanation

Timely Response

2019-07-03

Brooklyn, NY

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I have made a reservation with XXXX for one day stay at The XXXX XXXX XXXX XXXX that I later needed to cancel. Upon cancellation I have received an email from XXXX stating that if my cancellation occurred less than 5 days prior to arrival I would be charged {$160.00}. Instead of the correct amount The XXXX XXXX charged my Chase card {$460.00}. I disputed the charges with Chase and a month later received a USPS letter stating that my dispute has been closed and transaction was determined to be valid. I called chase and was told that The XXXX XXXX has submitted printouts from a website I have never seen stating what their cancellation charges would be. I insisted in reopening the dispute and once again, submitted a cancellation email from XXXX stating that my cancellation fees would be {$160.00}. A month passed by again and I once again received a USPS letter stating that my dispute was denied. This happened several times without any explanation of any kind. Chase kept saying that The XXXX XXXX submitted a web site printout and was not paying attention to anything I was sending in. When I received a third denial letter dated XX/XX/19 I called Chase again and was told that even thou they now do see that my cancellation fee should have been {$160.00} and not {$460.00} there is nothing they can do because my dispute time frame has passed and hence charge is deemed to be valid. I feel that since I filed the dispute within the allowed time frame and provided all support documentation I should not be paying for Chase incompetence and refusal to even look at the documentation I was sending in. Chase caused time to lapse, not me. I provided all documentation since the day I filed the dispute. Why am I responsible for incorrect charges that Chase failed to properly dispute with a merchant?
Company Response: Closed with explanation

Timely Response

2019-07-03

Key Biscayne, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: On XX/XX/2019I called Chase Customer Service to make a complaint against XXXX XXXX XXXX because they was suppose to charge my account on XX/XX/XXXX for {$200.00} dollars and they charged my account on XX/XX/2019without my permission and caused my account to be in a negative {$190.00} and to order a new debit card because my wallet missing. I spoke to the CSR and she did advised me Chase can't do anything just talk to the merchant about it. I called back Chase to order a new Debit card because I forgot when I was on the first call earlier and the CSR advised they can send me another card and they can expedite it for me. The CSR advised me that I have a transaction open and do I want to file a claim I did say yes and the CSR did the claim. After I hung up I check my account it was positive again.I called the merchant and spoke to the CSR and he advised me who to speak to so I called the number and left message for Ms. XXXX and I called Chase Customer Service back on the same day XX/XX/XXXX and spoke the CSR and advised him I want to cancel the claim against XXXX XXXX XXXX the CSR advised he canceled the claim. After I hung up I check my account it was back in a negative {$190.00}. OnXX/XX/2019 my payroll check deposited in my account of {$860.00} to cover the negativity in my account for the transaction for XXXX dollars and XXXX dollars for the overdraft fee. I got a text message onXX/XX/19 from XXXX XXXX XXXX that my account was canceled. I checked my account and I saw a reversal of the {$200.00} dollars and {$34.00} dollars for the overdraft fee I assumed that it came from the merchant because true I called to canceled the claim on XX/XX/XXXX no problem. After 1 month and 6 days Chase Bank took {$200.00} dollars out of Checking Account on XX/XX/19. I called the Customer Service and spoke to the CSR and asked why did Chase take XXXX dollars from me? The CSR advised it was for the reversal for the claim against XXXX XXXX XXXX. I advised the CSR that I had canceled the claim onXX/XX/so why did Chase proceed with a claim after I told them not because the merchant and I were ok. The CSR advised me that she do see in notes that i called in on the XX/XX/XXXX to cancel the claim. I asked for a Supervisor. Ms. XXXX the Supervisor took the call and she also advised that she see in notes that I canceled the claim onXX/XX/19 and she don't know why the back office didnt see the notes and Chase should've reversed the XXXX dollars and the XXXX dollars in my account. I asked Ms. XXXX when are they going to put the XXXX dollars back in my account. Ms. XXXX advised that they not going to give the XXXX dollars back. I advised it's not my fault that the back office didnt pay attention to what they were doing .Ms. XXXX apologized for the inconvenience and advised because I used the money and other transactions came in. I advised Ms. XXXX that I assumed it was the merchant who put the money back in my account true because they sent me a text to advised my account was canceled I never taught about Chase because true I canceled the claim onXX/XX/19. Ms. XXXX agreed that she can see how confusing this is. Ms. XXXX kept going through the notes and kept saying that Chase wasn't suppose to put the money in my account and wasn't suppose to pursue a claim after I canceled the claim onXX/XX/19 and she was looking at how the CSR put the notes in because it's a way they suppose to put the notes in. Ms. XXXX advised that yes the CSR put the notes in that the Customer call to decline the claim. I advised Ms. XXXX that this situation buts me in a big problem with my car payment which is coming through tomorrow XX/XX/19and I have to put the balance in and now I'm short {$200.00} dollars because Chase took {$200.00} dollars from me for a reversal of a claim that they was not suppose to do because I canceled onXX/XX/19. I asked Ms. XXXX when Chase reversed the money back in my account where is the XXXX dollars from the merchant? Ms. XXXX asked if the merchant gone return your XXXX dollars I advised her I only got a text that my account was canceled and that's why I assumed it was the merchant who put the money back in my account. Ms. XXXX advised that she will put everything in notes and advised me to get in contact with the merchant. I asked Ms. XXXX again about the XXXX dollars because I dont have XXXX dollars to cover my car payment I dont get paid til Wednesday and now I'm get hit with an overdraft fee because of Chase doing something that they was not suppose to do. Ms. XXXX advised to go ahead and put the balance of my car payment money and once the payment deposit in my account and yes the overdraft fee of XXXX dollars will apply just call us and I will put in notes and we will refund back the XXXX dollars. I asked again about the XXXX dollars Ms. XXXX advised again they not giving me back the XXXX dollars because its Chase money and they gave it back to me. Ms. XXXX advised me again to get in contact with the merchant to get my XXXX dollars and if they say they don't have it or they not giving it back call us and they will go after them. I called the merchant and spoke to Ms. XXXX who advised me that she do apologize for the inconvenience of the payment process. Ms. XXXX advised that it's the system that process the payments sometimes it go two before and two days after. I advised Ms. XXXX of the text that I got from them that my account is cancelled. Ms. XXXX advised that I got that text in error because my account is still open but my account is showing for the XX/XX/XXXX payment that the funds was reversed and they dont have the XXXX dollars. Ms. XXXX explained to me what Chase is doing with the claim they will reverse the money back in your account and they will do an investigation talk with the merchant and in your case it was a transaction between us now Chase will hold the XXXX dollars for like 180 days or 3 months and then release the money back to the merchant. I called Chase Customer Service later that day XX/XX/XXXX asked to spoke to a Supervisor. The Supervisor lady ( don't remember her name ) I explained everything to her and she told me to hold and she transferred the call to a different department because I did advised her that I will get a Lawyer because this is not fair to me. Supervisor XXXX XXXX on the line I explained everything to him XXXX advised me that I did not cancel the claim because there are no notes on me canceling a claim on XX/XX/XXXX just notes that I opened the claim. I advised XXXX that is not true because I spoke to Supervisor Ms. XXXX and she even advised me that Chase was never supposed to pursue a claim or reverse money back in my account after I canceled the claim onXX/XX/19. XXXX decided to advised me about what he would have did and done and its my fault and Chase is not giving me back my XXXX dollars in a aggregate attitude. I advised XXXX that is irritating me with the foolishness he is telling me. I asked for his Supervisor he never put his boss on the line he just kept saying he is the Supervisor. I advised him that you are just a Customer Service Supervisor reading a call script. XXXX said I'm not reading a call script so I did repeat what he said and he advised I'm mocking him and disrespecting him I advised XXXX you first disrespected me by calling me a liar that I never called in to cancel the claim onXX/XX/19and your aggregate attitude about what you would have done and did and its my fault and you nothing giving me my XXXX dollars back. I advised XXXX this is why I'm speaking to you like this because you have no matters you dont know nothing about me and what I do you just know of me because of this conversation. I advised him that this call is being recorded. XXXX advised that if I dont stop recording he will not speak to me I was still talking and XXXX advised again of the recording I advised XXXX that I dont have the recorder on XXXX put me on hold and then a voice recorder came on advising that Chase Customer Service Representatives treat their customers with respect and basically the recorder was advising that I was being disrespectful and they wont be taking no calls from me and if I have a issues I will have to send an email. I sat in my car and cried and said LORD all this I'm going through because Chase pursued a claim that I canceled 1 month and 6 days ago why me LORD. On XX/XX/2019 I went into the Chase Branch on XXXX XXXX XXXX XXXX XXXX XXXX Fla. XXXX and I spoke to Officer XXXX. I explained everything to her and XXXX advised oh they not gon na give you that XXXX dollars back. I asked why because when I spoke to Ms. XXXX yesterday morningXX/XX/19 she advised me that Chase wasn't suppose to pursue a claim or reverse money back in my account after I canceled the claim on XX/XX/19. XXXX was trying to get me to understand the reversal that Chase gave and they spoke to the merchant and the transaction was between you and them. I explained to XXXX yes the merchant is going to tell them that and that's why I canceled the claim on the same day I opened it onXX/XX/19. XXXX advised I opened the claim first and even though I call back in on the same day to cancel the claim was already in process and just because i called back the same day to canceled the claim is doesn't matter it's my fault for cancelling the claim. I advised XXXX that when I first open the claim my account was back in the positive and when I called back the same day to cancel and when I hung up my account was back in negative again so I knew my paycheck was gon na deposit the next day XX/XX/XXXX. XXXX was being very aggressive with me that I was wrong and she is not giving me the XXXX dollars back and if I saw my payroll check deposited in my account and saw extra money I should have said something. I advised XXXX why would I have to call Chase when I know for a fact that I canceled the claim on XX/XX/19and the young man told me that he canceled the claim and my account went back into a negative and I got the text message from the merchant that my account is canceled. XXXX still insisted on advising me that they are not giving me back my XXXX dollars. I advised XXXX that Ms. XXXX advised me that Chase wasn't suppose to pursue a claim or reverse money back in my account. XXXX advised me to go back to Ms. XXXX and let her doing something. I advised XXXX that Ms. XXXX advised me to talk to the merchant about getting my money back. I advised XXXX that I spoke to Ms. XXXX yesterdayXX/XX/19 and Ms. XXXX advised me that they don't have the XXXX dollars because my account shows that the funds was reversed then XXXX got on the phone with Claims department and she advised me that they are not taking the XXXX dollars overdraft fee back the merchant will get the money soon because Chase has a hold on the money but they are not giving you the XXXX dollars back the CSR who advised me that he canceled the claim did not file it correctly and now they are just getting the cancellation. I advised XXXX that's not my problem because the CSR didn't put the notes in promptly. Why do I have to pay for his mistakes when I did what I was suppose to do. I advised XXXX now my car payment came through my account and I'm short the XXXX dollars that Chase took from me because my money was in my account XXXX dollars and all I need to do was put the balance of the money in which I did on yesterdayXX/XX/19and I had to borrow XXXX dollars just so I dont get a overdraft fee this is not fair to me because of the CSR mistakes not mines. XXXX kept going back to the reversal and I explained Chase was not suppose to pursue a claim or reverse money back in my account after I canceled the claim. XXXX advised if Chase didnt give the reversal my account would have still be negative with an overdraft fee I said I know that and my payroll check deposited in my account the next dayXX/XX/ and it would have covered the XXXX dollars now what? XXXX still advising Chase reversed the money back in my account. I asked XXXX why would Chase do that when they want suppose to XXXX advised she doesn't know. Nobody who I spoke to at Chase can't give me a justification on way i have to paid for the CSR mistakes for not putting the notes in properly why I was treated like im XXXX with lack of knowledge and when my money was in my account and I had to borrow XXXX dollars just so I dont get an overdraft? I have attached the conversation between me and Ms. XXXX the Supervisor on XX/XX/XXXX and a copy of the text from the merchant onXX/XX/19. Thank you
Company Response: Closed with monetary relief

Timely Response

2019-07-03

Chicago, IL

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: Chase bank closed my checking account and this has been a problem for me when it comes to my finical history. Chase told me that they closed my account based on the assumption of fraud and I have never participated in any fraudulent activities in my life. Chase refused to even tell me why they were closing my account. I went to the bank more then a dozen times speaking to supervisor and some of them mislead me. For example the supervisor told me to get a check report to see whats wrong with my account. I came back a week later to be told by one of the tellers that chase uses early warning not XXXX XXXX. Why would the supervisor lie to me like that. Chase has affected my standing with XXXX XXXX XXXX over these false claims. XXXX XXXX XXXX has now banned me for life and Im scared. I tried opening an account with XXXX XXXX XXXX and as soon as I tried they banned me for life. This makes no sense to me and i do believe these practices are discriminatory torwards people of low income and poor education cause they dont know who to turn to when banks commit such acts.
Company Response: Closed with explanation

Timely Response

2019-07-03

CT

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I filed a dispute with Chase in XX/XX/2019 and was given a temporary credit of {$500.00}. I received a letter from them on XX/XX/2019 informing me the credit was removed because I did not provide additional information after merchant contested. I called Chase the same day and explained I never receive any letter or voice mail requesting any information. I was told to fax a request to Chase to reopen the claim, which I did the next day on XX/XX/2019. I called today on XX/XX/2019 for an update and found out the reopening request was denied since too much time has passed after the merchant 's response. It's very disappointing that I was never given the opportunity to respond to the merchant 's response, and I was denied a refund for the unfinished work by the merchant after he signed a contract to perform the job.
Company Response: Closed with explanation

Timely Response