JPMORGAN CHASE CO.

2019-06-14

Far Rockaway, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-06-14

Markham, IL

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-06-14

Arco, CA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: Someone hacked my account, got my information and forged my signature and deposited almost 20K worth of fraud checks into my account in a matter of 2 weeks and then used quick pay to send the money to themselves. I didn't authorize any of this. Chase failed to notify me of any of this. I had almost 1k in my account and within the 2 weeks it was negative XXXX. I filed a police report and a claim with chase. Chase is saying i authorized these transfers and are telling me i have to pay the XXXX.
Company Response: Closed with monetary relief

Timely Response

2019-06-14

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

2019-06-14

Colts Neck, NJ

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: Around the end of XX/XX/2019, my husband and I were looking to book a flight for an upcoming trip to XXXX XXXX. The XXXX XXXX site was advertising a promotion offered by Chase ; specifically, a {$250.00} statement credit to open a new revolving account with Chase. We both thought this was a good deal and sought to take advantage of Chases on-line offer. There were problems with the site, but I was able to log back in and eventually book my flight and obtain approval for the credit card. My husband experienced more difficulty with the site and was not able to complete his transaction until the next day. We received our first statements from Chase about a month later. Although my husband did, in fact, receive a {$250.00} credit on his statement, I did not receive it on mine ( copies enclosed ). I immediately phoned Chase and was told by a representative that I did not apply for this offer ; I was told that the offer I applied for entitled me to some sort of bonus miles, which I did not need or want, since I seldom travel. I asked the representative, and then a supervisor, if they could switch the bonus miles to the {$250.00} statement credit that I applied for, and I was told they could not. I escalated the complaint, and Chases final answer to me on XX/XX/XXXX was that they could not assist me, and I got what I applied for. I am disappointed in this unfair treatment by Chase. I followed the instructions on the website to apply for the {$250.00} offer. I never read about another promotion, nor did I intend to apply for any other promotion. I am only asking Chase to honor a bona fide offer that was in effect on the day I applied for it, and for which I intended and believe I did apply for.
Company Response: Closed with explanation

Timely Response

2019-06-14

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with explanation

Timely Response

2019-06-14

Saint Clair, MO

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 contacted Chase credit card services in early XXXX to dispute two charges made on XX/XX/2019 for XXXX because the service that I signed up for was not being provided. Chase provided a temporary credit for these charges and on XX/XX/2019 at the Chase representative 's request, I faxed in documentation ( with the case number ) as proof that I was being denied/not receiving the service. I waited for an update from Chase and never received one. When I noticed that the charges reappeared on my statement, I again contacted Chase and was told it was because I never submitted any documentation ( which was not true, the fax confirm sheet is attached ). I was told to reopen the case by again faxing in a new letter and documentation which I did in early XXXX XXXX. I also loaded it to Chase 's Secure Messaging system, not trusting their fax processors. In spite of my providing documentation/proof that I was not receiving the service that I paid for, Chase told me that it was siding with the merchant because the merchant told them they would be willing to provide me with the service and doesn't provide refunds. I am not receiving the service that I paid for and now Chase ( XXXX, a supervisor I spoke to on XX/XX/19 ) is telling me it is too late to to do anything about it because it is outside of Visa 's 118 day dispute time limit. Chase repeatedly dropped the ball throughout this process, never considered/processed my dispute or submitted documentation in a timely manner and is ultimately trying to stick me with these bad charges.
Company Response: Closed with explanation

Timely Response

2019-06-14

CA

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: On Friday, XX/XX/XXXX, I opened mail delivered to me by the U.S. Postal Service. One of the items I opened was from Chase. The Notice ( See Exhibit A ) said Congratulations! Your Chase Slate Card is being upgraded to a Freedom Unlimited Rewards Card. The Notice described the features of my upgraded card and mentioned XX/XX/XXXX as the beginning of a promotional period. ( It should be noted that I have had the Chase Slate Card since XX/XX/XXXX and have never had a late payment ). A few hours later, I opened my Chase Mobile Application on my XXXX to check balances, transactions and my credit report. As I clicked on different links, I came across a pop-up ( which I would later discover was an advertisement ) saying I had been approved for the Chase Freedom Unlimited Rewards Card and to check the box if I accept. I did so, believing I was simply accepting the upgrade that Chase had informed me of previously via the aforementioned mail attached as Exhibit A. The Mobile Application then asked me to click on an Accept box, which I did. Within seconds after clicking on the Accept box, I received several Alerts from different credit monitoring services I utilize, advising me that a Hard credit check had just occurred. I have attached two of those Alerts ( See Exhibit B ) I then opened the Chase Mobile Application again and saw that Chase had issued me a Chase Freedom Unlimited Card with a new card number. It was at THAT moment that I realized I had applied for new credit, when in fact I THOUGHT I was simply agreeing to the upgrade from the Slate Card. ( See Exhibit C # XXXX ). I immediately telephoned Chase ( See Exhibit D ), spoke with a customer service representative and explained what had occurred. The Customer Service Representative ( CSR ) assured me that the new card number was my upgraded card and that she did not know why a hard credit check had occurred. It was clear to me that the CSR lacked the knowledge or ability to correct the problem so I decided to wait a few days and do some checking into the credit inquiries. On Tuesday, XX/XX/XXXX, at ( I believe ) approximately XXXX I again telephoned Chase ( from a landline so there is no exhibit ) and spoke to a CSR ( XXXX ) and then to her supervisor ( XXXX ). I again explained what occurred ( as stated in previous paragraphs ) and asked that I not receive a second Chase Freedom Unlimited Card and that the Credit Inquiry be removed from my credit report. XXXX stated that I had applied for additional credit so I must accept the new card. Furthermore, when I informed her that I intended to file a complaint with the Consumer Financial Protection Bureau, she stated, You dont need to file another complaint. Youve filed your compliant with me and Ive given you my answer. I have spoken with two CSRs and one supervisor at Chase in an attempt to resolve this issue but to no avail. It is my assertion that Chase engaged in a Deceptive practice ( UDAAP Violation ) when they included pop-up advertisements on their Mobile Application for a product they had previously advised mein writingthat they were sending ( Exhibit A ). Their action mislead me into believing I was simply accepting the change from the Chase Slate Card to the Chase Freedom Unlimited Card. In addition, I believe my interpretation of their deceptive act to be reasonable under the circumstances previously discussed. Indeed, Deception is not limited to situations in which a consumer has already been misled. Instead, an act or practice may be deceptive if it is likely to mislead consumers, which Chase most certainly did in this situation. The actionsand lack thereoftaken by Chase have caused me harm. The new account has already affected my credit score ( by lowering my average age of open accounts, increasing the total number of accounts, and adding a Credit Inquiry ). My XXXX score dropped 5 points, from XXXX to XXXX in 15 days. Moreover, I now have TWO Chase Freedom Unlimited Cards ( See Exhibit E ). I have not, nor to intend to ever activate card XXXX ( Exhibit C and E ). It does not take an expert to understand what occurred here and why. Chase should be ashamed of both their deceptive practices and pitiful customer service. I continue to want both Credit Card # XXXX and the Hard Inquiry removed from my Credit Report. Furthermore, I would ask that the Consumer Financial Protection Bureau look into the fonts being used by Chase on their Mobile Application. Mobile phones are small enough ; I believe I missed the credit application because of these materials fine printI am XXXX and my XXXX XXXXs not what it used to be )
Company Response: Closed with explanation

Timely Response

2019-06-14

MO

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Installment loan

Complaint: My husband and I bought our vehicle from XXXX XXXX in XX/XX/XXXX that was financed through Chase Auto. XX/XX/XXXX we decided to refinance through the bank that I currently work at. On XX/XX/XXXX I received the 10 day payoff as requested in the amount of {$18000.00}. A loan officer through my employer mailed out the payoff check on XX/XX/XXXX in the amount of {$18000.00}. I checked our Chase account through the mobile app daily. Finally on XX/XX/XXXX I called Chase asking if they had received the check for the payoff. A customer service representative told me they had not received it and to put a stop payment on it. Same day, XX/XX/XXXX there was a stop pay put on that check, {$18000.00} and a loan officer mailed an over-night check through XXXX in the amount of {$19000.00} to the address provided on the payoff form for over-night checks in Texas. On Monday XX/XX/XXXX I checked the account again and the first check {$18000.00} was processed to our account as a " short payoff ''. I called Chase again and explained to them the check they processed has a stop payment on it but there was a second check mailed to them over-night. They told me they could not find the second check. The loan officer checked XXXX tracking and found a tracking number for it and was received on Monday XX/XX/XXXX at XXXX. I was told this is not how they do business and that there was an on-going investigation on our account because they could not find the second check and that a " case manager '' would give me a call on Monday XX/XX/XXXX. A co-worker and I spoke with employees through Chase and to our understanding, they will hold checks for 7 to 9 business days before they process them because of the amount of payments they get in a day which means accruing more interest daily for each customer. I then asked them their process of over-night checks and they explained to me they back date payments to the day they receive them. I looked up the first check they processed through a website we have and they had stamped " XX/XX/XXXX '' on the very front of the check. The check was stamped with that date but was not processed until XX/XX/XXXX so my account was accruing interest every day. After not receiving a call on Monday, XX/XX/XXXX from the " case manager '' I called again today, Thursday, XX/XX/XXXX. I explained everything that has been going on since the very first phone call I made to Chase on XX/XX/XXXX. I have called other employees through the bank I work at about the check with the stop payment on it. They returned that check on XX/XX/XXXX and was told it should fall off on Chases end that Monday XX/XX/XXXX. I was told they do not have access to see checks after they have been processed. I faxed a copy of the check with the date stamped on it to the fax number provided. I was told they did not post that check correctly which means they do not always back date checks to the day they receive them. Our account with Chase is still currently not paid off and this is holding us from getting our Lien Release so we can cancel our XXXX Insurance through XXXX XXXX and get a new title. I understand holding a Lien Release for up to 10 business days, but they failed to process the payoff upon received, which is illegal and a violation to banking regulations. I have spoken with many employees from Chase and have not received any help to fix this as this has been going on for 14 days now. They are extremely unprofessional and I do not see how their processes are effective in any way. I made my last and final call to them XX/XX/XXXX. I was told is takes 10 business days for a returned check to fall off on their end, which was not explained to me in the phone call on XX/XX/XXXX and to my understanding it should not that that long, dragging this out even longer. I have been told by several employees/managers they will back date the second check {$19000.00} to XX/XX/XXXXas that is when the very first check was received. I still do not have my Lien Release but now have our first payment due with our new lien holders. They need a complete full audit for my concern of this happening to other customers.
Company Response: Closed with explanation

Timely Response

2019-06-14

Lakeland, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Closed with non-monetary relief

Timely Response

2019-06-14

San Diego, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-14

Anaheim, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2019-06-14

Victorville, CA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-06-14

Orion Twp, MI

Fees or interest

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

Problem with fees
Company Response: Closed with non-monetary relief

Timely Response

2019-06-14

Anaheim, CA

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: Hi my name is XXXX XXXX and I just recently opened a Chase banking account and was excited about it! I received my ATM card I was using it for deposits everything was good and then I get a letter saying that chase is closing my account because they found out that I live in a hotel! I explained to them that I'm a resident of the hotel and that's I'm getting housing next month and I will have a different address for them but they still wouldn't accept that I live in a hotel even though I had a written form saying that I'm a resident at my hotel and my manager signed it they said that they needed it witnessed and my manager needed to go down to the bank! I don't know any managers of the hotel that are willing to do that for anybody! I just feel I was discriminated upon and that it's wrong I'm going to close my account all because I live in a hotel!
Company Response: Closed with explanation

Timely Response

2019-06-14

Taunton, MA

Fees or interest

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

Charged too much interest
Complaint: Chase Slate credit card services, I have been a member of this credit card for at least 15 years, I NEVER MISSED OR MADE A LATE PAYMENT ON ANY OF MY CREDIT CARDS, HOME MORTGAGE OR ANY OTHER BILL IN MY NAME. THEY NEVER PUT THE INTEREST RATE ON THE FRONT PAGE, KNOWING MOST PEOPLE ARE SO BUSY IN TODAY 'S DAY AND AGE TO LOOK ON THE SECOND PAGE, AS I DISCOVERED LAST YEAR I WAS BEING CHARGED THE OUTRAGEOUS INTEREST RATE OF 28 % AND I HAD A CREDIT SCORE OF XXXX. I CALLED CUSTOMER SERVICE AS TO ASK WHY ( WITH ALMOST A PERFECT CREDIT SCORE ) WHY I WAS BEING PENALIZED WITH SUCH OUTRAGEOUS INTEREST RATE WHEN I HAVE EXCELLENT CREDIT????? OF COURSE THEY HAVE ME SOME LAME EXCUSE TO TRY TO JUSTIFY THEIR TOTALLY UNETHICAL PRACTICES!!!! I CHALLENGE ALL PEOPLE IN THE ENTIRE USA TO BOYCOTT ALL CHASE CREDIT CARDS AND SERVICES!!!! WAKE UP AMERICA AND BE HEARD!!!!!
Company Response: Closed with explanation

Timely Response

2019-06-14

Rncho Domingz, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: My complaint is against CHASE BANK and all 3 credit bureaus ( XXXX, XXXX, XXXX ) .I am writing to inform you that I am a victim of identity theft. My personal information was compromised and as a result fraudulent Charges were included on my account. I want to state it crystal clear here that I did not benefit with anything whatsoever from this fraudulent charges included on my report. Please note that I took this Chase business card under a company I worked for called XXXX XXXX. But alas later at the mid-XX/XX/XXXX, the card started incurring fraud charges. The company business was to pay up the chase account in regards to the receipt I give them. The information of the account ins the following : CHASE CARD ACC # XXXX, Date Opened XX/XX/XXXX, Balance {$0.00} I also tried to dispute this incident with all 3 credit bureaus ( XXXX , XXXX , XXXX ) and nobody even investigated the account as the law demands and should have also BLOCK the account as the FCRA requires and that is a violation to the California reporting act. Im also attaching letters sent to credit bureaus with a Federal Trade Commission report filed on XX/XX/XXXX that they received. Im attaching letters I sent to creditor in this case Chase Bank and Im also attaching them a copy of an unfiled SC-100 that I will file in the case that Chase Bank dont remove fradulent account from my reports.
Company Response: Closed with explanation

Timely Response

2019-06-13

Lodi, NJ

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2019-06-13

Hamilton Grange, NY

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-06-13

Detroit, MI

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-06-13

Fort Lauderdale, FL

Fraud or scam

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Company Response: Closed with monetary relief

Timely Response

2019-06-13

Garden Grove, CA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-06-13

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-06-13

Addicks Barker, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2019-06-13

San Diego, CA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response