JPMORGAN CHASE CO.

2019-06-10

Neptune, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: JP Morgan Chase Bank, NA, XXXX XXXX XXXX, XXXX, OH XXXX has given me ( 2 ) Amortization Schedules ( P & I ) for my Loan that do not have the same ending principal balances. Im unable to correctly add any extra principal payments in order to pay off my loan. I also was given a Legal Amortization Schedule from XXXX XXXX XXXX I received at Closing ( XX/XX/XXXX ) to use in paying off my loan. This makes a total of ( 3 ) Amortization Schedules that differ in ( P & I ) figures! I was told by XXXX XXXX, Team Leader Executive Office Representative, JP Morgan Chase, NA ( XX/XX/XXXX ) that on XX/XX/XXXX things would change regarding my ( P & I ) balance. However, any Amortization Schedule that would be issued to me after the XX/XX/XXXX principal payment would not reflect the correct monthly principal balances that I could use! The Amortization Schedule ( P & I ) balances would never match the current principal balance! This is an insane bank practice! I would be unable to receive an Amortization Schedule listing the correct Interest and Principle in order to apply any extra principle payments for the remaining of my loan. It has been made clear that JP Morgan Chase Bank, NA does not want me to be able to pay any more extra principal payments on my loan. They want to be able to make as much money as possible on my loan. An awful bank practice! Thank you. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-06-10

Washington, DC

Problem when making payments

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

Problem during payment process
Complaint: I have a Chase Sapphire Reserved Card, and the payment is due the first of the month. To pay the bill, I can go through the Chase credit card website and it automatically draws the payment from my Bank Account. The payment normally takes several hours to be completed, although they do state that it can take up to two business days. I normally schedule the payment two days in advance of when my payment is due to ensure that it is received on time, taking into account weekends and how many business days there are before the first of the month. I have made payments for this credit card on time for every single month. However, on at least four instances, the credit card is saying payments have been late, and they charge a late fee and interest charge. For the first two instances, I know I made the payments on time, but the company said it was posted late and so they charged fees. When I found out, I called the credit card company and spoke to their customer service representative, and eventually after talking to supervisors they acknowledged that their system inappropriately delayed when the payment was shown as posting, and so they refunded the late fees and interest charged. More recently for this past XXXX, it occurred again. And then for XXXX, I went online and made the payment, but when I got my statement for XXXX recently, it's saying that the payment was never received and so it charged late fees and interested for both XXXX and XXXX. I am tying to talk to them to get them to address these situations as well and am hoping they will resolve it, but it's now seeming to be a pattern. And I have heard from others who have this credit card ( and other credit cards ) that they experience this as well. I don't know if it's just errors in these companies ' systems, or if it is purposeful as a way for them to collect late fees and interest charges from unsuspecting customers. I am lucky in that I am familiar with consumer protections laws and so know how to call them and challenge them, but I worry that many consumers won't notice or won't know how to challenge them and so just pay them. I am wondering if others have complained about this to CFPB and so perhaps it is in fact a pattern that requires investigation? Thank you for your time and consideration, and for all you do to help protect consumers across the country.
Company Response: Closed with explanation

Timely Response

2019-06-10

Randolph, MN

Incorrect information on your report

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

Public record information inaccurate
Complaint: I asked for a credit limit increase and they denied it, but still reported an inquiry to the credit bureaus which decreased my credit score and will remain on my credit report until 2021.
Company Response: Closed with explanation

Timely Response

2019-06-10

FL

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Complaint: Chase bank discrimates against XXXX XXXX because of XXXX, if you dont look XXXX or have an accent they ask if you are a us citizen, they made us wait over and hour to try to add my wife to my account and then said they couldnt do it because I didnt have my XXXX XXXX despite I had turned that in when opening my account. I had my drivers liscense and other IDs and wouldnt do it. When my wife made a cash deposit at the drive through they rejected her deposit because she wasnt on the account and returned {$200.00} less then what she sent in.
Company Response: Closed with explanation

Timely Response

2019-06-10

Houston, TX

Other features, terms, or problems

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

Other problem
Complaint: Please see attached documents for details. Last year I was a victim of a scam by a company and was made to purchase some equipment on my Chase Credit Card and was given an account number to pay off my card. They said I have been added as an authorized user to make the payment from that account. I called Chase Bank to make the payments and the lady confirmed that the payments went through. To be sure I waited for my statement to confirm payment. Once I got the statement stating so I assumed the payments went through I then shipped the equipment. Then I received a letter from the bank saying my account has been closed due to the high amount of purchases. Because of my auto payment there was a credit of {$100.00} for which they sent me a refund check. Now this year after closing my account and sending me statement confirming XXXX balance and sending me a refund check they sent me a letter that I need to make the payments. If the payment did not go through initially, why did their rep confirm it did and why did they send me XXXX balance statements and a refund check. Either it was an error on the reps part for not confirming I am an authorized user, or someone at the bank was a part of the scam who might have put my name there. I had sent a letter and also spoke to someone over the phone and requested them to check what happened, because it was a shortfall in their system or policy that someone can just make a payment using any account number and the rep does not check if the person is authorized to do so and process the payment. And why does the bank send XXXX balance statement to mislead the customer. There has been no response related to this matter from Chase Bank and now they have reported non payment and my credit has been hit because of an error or negligence of their rep and their system.
Company Response: Closed with explanation

Timely Response

2019-06-10

Sioux Falls, SD

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I filed a dispute in XX/XX/2018 for {$30.00}. XXXX XXXX XXXX is the merchant. Today I was alerted by Chase that my account was - {$21.00} due to a dispute reversal. I contacted Chase spoke with XXXX who offered a scripted " I do apologize '' before transferring me to XXXX. XXXX informed me that XXXX credited my account on XX/XX/XXXX. I apologized for the oversight on my part and inquired about overdraft feesm XXXX informed me that Chase sent out a letter on XX/XX/XXXX. I informed the representative that I had receiced an email regarding a claim which had been approved but to date had not received notification regarding a denial. XXXX repeated the same scripted " I do apologize but a letter was sent on XX/XX/XXXX. '' She finally stated that there was nothing she could do and Tranferred me to XXXX her supervisor. I was informed by XXXX that an overdraft fee would not be applied to the reversal but overdraft fees would be applied to the pending transactions in my account. She read my pending transactions, there are six. I asked XXXX how was it fair that I may be charged multiple overdraft fees when I was aware of my spending and what was in my account and now due to now due to a lack of communication from Chase I am being held accountable for their error. XXXX provided the same scripted " I do apologize '' and offered to transfer me to the business department for assistance with the overdraft fees. There are no overdraft fees I am trying to prevent them! I am looking at between $ XXXX {$130.00} in fees all because Chase stated they sent a letter which I never received!
Company Response: Closed with monetary relief

Timely Response

2019-06-10

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2019-06-10

Seattle, WA

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
Company Response: Closed with explanation

Timely Response

2019-06-10

Huntingtn Bch, CA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-06-10

Keezletown, VA

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Complaint: There was an account opened with Chase Bank fraudulently and I did not know that it was opened and it carries debt. I did not approve of this account and it is a result of fraud and identity theft. I should not be responsible for something I didnt do. I ask that Chase do their due diligence and investigate this account and provide information about what is going on and erase this from my profile and not hold me, XXXX XXXX liable for this fraudulent account. My address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX and my number is XXXX. Pleas and thank you.
Company Response: Closed with explanation

Timely Response

2019-06-10

AL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Chase is attempting to foreclose on our family property with a fraudulent assignment, while in the process of trying modify the loan ; which is considered to be dual tracking.
Company Response: Closed with explanation

Timely Response

2019-06-10

Akron, OH

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
Company Response: Closed with explanation

Timely Response

2019-06-10

Oak Forest, IL

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with monetary relief

Timely Response

2019-06-09

Manhattan Bch, CA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-06-09

Long Beach, CA

Problem when making payments

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

Problem during payment process
Complaint: I paid off the balance of {$52.00} on my ( Mileage Plus United/www.chase.com/united ) account on XX/XX/2019. I made the payment over the phone and my paying bank is also a Chase account. A few weeks later I kept receiving bills saying that I owed more money ( the late fees were 125 % of the balance ). My bank account has sufficient funds and I make electronic payments with this account on a monthly basis. I called Chase XXXX ( XXXX ) and they were rude and unhelpful. They offered to accept payment again but for the higher amount of {$170.00}. I haven't made a charge on that card in years and it's unfair and predatory that they would require that I pay three times the amount that I paid off in the first transaction. It also seems strange that a major corporation would claim that a standard bank-to-bank electronic transaction was not completed, especially when both entities are Chase banks.
Company Response: Closed with monetary relief

Timely Response

2019-06-09

Auburn Hills, MI

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2019-06-09

Arco, CA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: With zero notice, Chase Bank closed my account. I called them, but they refused to tell me why my account was closed. Further, they couldn't tell me when my money would be returned to me. Very shady. I feel like they are very discriminatory perhaps because of my ethnicity, my age or my gender. They didn't even attempt to reach me before closing the account. They didn't want to discuss it. They made an arbitrary decision based on some unknown factors. There was nothing strange going on with my account. I had just funded it a week earlier. It was in good standing. In fact, I had set up a transfer of money to give them even more money. Chase Bank 's actions clearly caused me to not have access to my money. And not having access to my money is currently causing extreme financial hardship.
Company Response: Closed with explanation

Timely Response

2019-06-09

Tempe, AZ

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 am a Chase customer since XXXX. I own 2 chase credit cards and I use the checking account to deposit my paychecks every two weeks since past 1 year now. I recently experienced major inconvenience from the Credit Card Fraud department and the Credit Card Dispute Department. Briefly summarizing my case, I booked a flight ticket on XX/XX/XXXX for {$1400.00} from my Chase Freedom Unlimited card..I was about to check-in for the flight on XX/XX/XXXX from XXXX to XXXX XXXX, when I get to know that the ticket was no longer valid as the transaction was cancelled by the bank. I went to my nearest Chase bank and the banker named XXXX XXXX tried helping me out with the problem by making a few calls. After being on the call for about 3 hours, we get to learn that someone from the fraud department marked the transaction as fraud and it was then cancelled. Firstly, I never reported the transaction as fraud and I didn't receive any message/call/notification about this from the bank, asking me whether I made the transaction or not. Secondly, I didn't even receive any refund back for 2 months until I called and asked them about it. There was no way for me to know about this incident, except the day before boarding the flight. I had no other option than to book another flight which of course was at a much higher price of {$2200.00}. So, after 3 months since I first booked the ticket and many long hours of back and forth calls between the 2 departments, I finally did get the {$1400.00} back as a refund, which I appreciate. But I really feel that none of this was my mistake as a transaction was cancelled without even my consent or letting me know in advance. So why should I be bearing a loss of {$800.00}? I don't think it's right to just cancel transactions from a card by marking them fraud without first talking to the customer about it. I e-mailed the same to the CEO, Mr. XXXX XXXX, on XX/XX/XXXX and received a call back from his department. After reviewing my case and going through the details, I was refused any compensation saying that the bank has the right to cancel any transaction they want, whenever they want. This makes me feel less reliable on Chase credit cards now and I feel it's not the right way to treat the customers. I already cancelled one of the card and stopped depositing my paychecks. Thanks to this unsatisfactory experience. I think more people should hear about my story and be more cautious before using Chase Cards for important transactions.
Company Response: Closed with monetary relief

Timely Response

2019-06-09

Elmhurst, NY

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2019-06-09

NJ

Opening an account

Checking or savings account: Other banking product or service

Didn't receive terms that were advertised
Complaint: I received the promotion from Chase about new Sapphire Checking account. It stated I should have received XXXX ULTIMATE REWARDS BONUS POINTS after transferring a total of $ XXXX.I applied the coupon code and opened the account in XX/XX/XXXX and have kept the above XXXX balance in Chase YouInvest investment account ever since. However, it has been five months since I opened the account and I never received the reward points.I tried to contact Chase multiple times and they claimed I never had the coupon code. I was really frustrated and have showed them the coupon code I received and applied. There are no follow-ups and I am really concerned now as this is not the way Chase should treat its customers.
Company Response: Closed with non-monetary relief

Timely Response

2019-06-09

Oro Valley, AZ

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Company Response: Closed with explanation

Timely Response

2019-06-09

Oro Valley, AZ

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Closed with explanation

Timely Response

2019-06-09

Oro Valley, AZ

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-06-09

Oro Valley, AZ

Communication tactics

Debt collection: Credit card debt

Used obscene, profane, or other abusive language
Company Response: Closed with explanation

Timely Response

2019-06-09

Oro Valley, AZ

Communication tactics

Debt collection: Credit card debt

Used obscene, profane, or other abusive language
Company Response: Closed with explanation

Timely Response