JPMORGAN CHASE CO.

2019-05-21

Three Bridges, NJ

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: On XX/XX/XXXX I went to XXXX XXXX with my children to celebrate my daughters birthday. I paid {$110.00}. When we arrived we showed up to the front desk and purchased wristbands. We were talking to their associate at the front desk for about 15 minutes after we already made a purchase because we were confused as to how it works. The associate didnt thoroughly explain so we just said wed figure it out. We walked around the entire place for about a Half hour trying to figure out what rides our younger children could get on. Not to mention the wait time that we had to wait to get on. They could only get on 2 rides by their self. While we were in line our son came to us and asked what else could he do? He played all of the arcade games already. We were confused because it had only been about 20 minutes. He said that a lot of the games were broken and a lot of the arcade games were exactly the same. We then went up to the front and We asked the supervisor if we could have our money back because our children could not get on any rides and we were unhappy about our son not getting any use out of his arcade pass. The supervisor straight up said no because we have been there for over an hour but in reality we were trying to figure out what our children could get on. He also mentioned that the arcade pass was very useful because there were over 60 arcade games when that wasnt true. I pointed out that a lot of his arcade games were broken and I also pointed out that there might be 60 arcade games but theyre all repetitive so in reality there is not 60 arcade games and the manager didnt say anything about that he just said we cant give you your money back. I was very distraught and my children were very sad because they couldnt get on anything. The signs were not clear. If they were we wouldnt have stood in line talking to the cashier 15 minutes after we already purchased the tickets be supervisor was very unhelpful throughout the whole ordeal and he wasnt willing to help us in anyway possible. I tried to dispute the charge with my bank and my bank Basically told me that I authorized the purchase when that wasnt even what the dispute was about. My bank accidentally put down my dispute was not as described. My dispute was about unsatisfied by services that werent rendered. they basically took the business side over mine. The dispute was about the services that we did not receive and the unsatisfaction of the experience
Company Response: Closed with explanation

Timely Response

2019-05-21

Lake La, CA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-21

Wagoner, OK

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-21

CA

Incorrect information on your report

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

Account information incorrect
Complaint: I wanted Chase to remove the 10 year old bankruptcy from my mortgage statement. They did not. They then proceeded to ruin my credit by re repoting the bankruptcy, and taking off my payment history. WHY???
Company Response: Closed with explanation

Timely Response

2019-05-21

AZ

Applying for a mortgage or refinancing an existing mortgage

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

Company Response: Closed with explanation

Timely Response

2019-05-21

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-05-21

Villa Verde, PR

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
Complaint: My name is XXXX XXXX XXXX with social security ending at XXXX and date of birth on XX/XX/XXXX. In XXXX, start an account with Amazon.com. As part of the purchase process, there is an offer with the Amazon Prime credit card through a third company / bank Chase Amazon Reward. The account was approved with the number XXXX. Since XXXX, make several purchases using a gift card and offer the Chase card. My son has an account for many years with Amazon.com. Since I opened the account in XXXX / XXXX all your memberships ( my son ) and payments have been related incorrect to my account. I do not have a subscription or bought anything at Market Place or membership. The only purchases was in XXXX. ( see evidence ) Today I call an Amazon representative and could only cancel the current charge and without explanation for the billing errors of the other months since XXXX / XXXX.
Company Response: Closed with explanation

Timely Response

2019-05-21

CA

Problem with a credit reporting company's investigation into an existing problem

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: onXXXX XXXX odf XXXX Chase decided to tell the credit bureaus that my account was in a bankruptcy. This violates section 15 U.S.C. 2 1681 c [ a ] [ 1 ]. This can not be repoerted with any mention of a BK. They have also erased my pay history, even though i paid the for 13 years. This hurts my credit and it is violating the federal rules.The BK was filed over 10 years ago.
Company Response: Closed with explanation

Timely Response

2019-05-21

Mableton, GA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-05-21

OR

Confusing or missing disclosures

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

Complaint: CFPB reference number XXXX Information requested for XXXX XXXX/Merchant DBA name XXXX XXXX XXXX Invoice from XXXX XXXX XXXX XXXX ( XXXX ) Unclaimed Payment ( XXXX ) XXXX, XXXX XXXX billing transfer account number Government Office of XXXX XXXX Administrative file number XXXX XXXX. Registrar
Company Response: Closed with explanation

Timely Response

2019-05-21

LA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: The attached letter explains what I have been going through with my mortgage company for about a year. My husband was on the loan with me but passed away in XX/XX/XXXX. Chase told me that I had to remove his name from the mortgage before I could be even considered for any assistant. I started the process in XX/XX/XXXX and the process lasted about four months. In XX/XX/XXXX or XX/XX/XXXX. I was served with papers from the Sheriff 's office of a active Foreclosure with a sale date in XX/XX/XXXX. I contacted Chase and they suspended the foreclousure will they had me to fill out forms and send in paper work to be considered for a hardship. After about two to three weeks, underwriting denied the application. I was told to resubmit the form because, by myself, my debt to income ratio was to high. I appealed the decision because my daughter had moved in with me, which is permanent, and I used her contribution to the household. At that time, the denial was based on USDA guidelines were not met. No official letter of the decision. I found out by calling and inquiring, then they sent a letter of denial. I never received an official certified letter from Chase about the foreclosure. I believe that they told me to apply for assistance, knowing that they would not approve anything but to cover them. I feel that this was unfair treatment and showed no professionalism at all. The reason for denial now is that they have add {$38000.00} of arrearages for late payments, lawyer fees and whatever else that they could charge me and yesterday I was told my only option is a short sale and the house has to sell within thirty days to avoid foreclosure. This process has been overwhelming and extremely stressful. Our know there are other people out there that have experienced the same unfair treatment. The last denial was because of the arrearages, Chase never sent me a letter about any payments due until the foreclosure process began. They also said that due to UDSA guidelines, they is no assistance that can be offered. Please review their practices. If this does not help me, maybe the will rethink how they treat people when they are made to answer. This is a USDA back loan and I was told that Chase could help if they wanted to.
Company Response: Closed with explanation

Timely Response

2019-05-21

OR

Confusing or missing disclosures

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

Company Response: Closed with explanation

Timely Response

2019-05-21

Tarzana, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: On Sunday, XX/XX/XXXX I noticed I had two pending transactions. An ACH payment for {$50.00} and another ACH payment for {$29.00}. So I head to the bank to deposit {$40.00} needed to cover those transactions before I get charged two insufficient fund fees. I was expecting another ACH payment for {$100.00} to come in on Monday which I was okay with paying that fee to cover that payment. On Tuesday I get an alert showing three Insufficient funds fees. The way they structure the payments to go into the account {$100.00}, {$50.00} and {$29.00}. I called customer service on Tuesday and talked to XXXX who was unable to explain to me how is it that on Sunday the two smaller transactions are shown pending on the app but come Tuesday the bigger transactions is posted first creating not one Fee but three. I believe this practice is wrong they are structuring the way payments come in in order to collect more Insufficient Funds Fees. Chase Bank
Company Response: Closed with monetary relief

Timely Response

2019-05-21

Los Angeles, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-21

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 charged a British Airways flight on my British Airways Visa card, issued by Chase. I am a life time Gold member of British Airways and my credit limit with Chase is {$50000.00} - I am a very good customer of both companies. The BA agent made a mistake when taking my booking and immediately issued a refund of the full amount. She then re-charged my card the exact same amount for a correct booking. There was no dispute between me and the merchant about any of these facts. These 3 transactions all happened within five minutes of each other. The two charges were made so close together that they had exactly the same exchange rate to 9 decimal places of accuracy - XXXX ( see attached credit card receipt ). However, when I received my " full refund '' of the first charge it was {$47.00} less than I paid. I disputed this difference with Chase. For some reason the " Customer Service Specialist '' at Chase could not comprehend these 3 simple transactions and what had happened. He wrote to me twice ( see attached ) and called me once asking the same irrelevant questions and then denied my dispute without any explanation. If this was not so frustrating and time wasting, it would be comical. I think this reflects a bigger problem with Chase - lack of integrity. Chase consistently backs the merchant in any dispute, no matter the merits of the case. What evidence for this? In my own case, every time I have raised an issue about Chase Card Services with the CFPB it has been resolved in my favor.
Company Response: Closed with monetary relief

Timely Response

2019-05-21

Ashville, OH

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I was switching banks. I was going to transfer funds from XXXX account to Chase account. I was told by branch manager that the easiest way to do this was to write myself a check ( up to XXXX ) and transfer money slowly that way. This was on XX/XX/XXXX. I went home wrote check from XXXX account to myself for the amount of XXXX and took a picture on mobile app to deposit it. Check denied as front was not signed as I had made mistake. I signed check, took picture again and attempted to deposit. Account closed hours later for " fraudulent activity '' I called to re-open and they would not. Spoke to multiple people on multiple days. Was told on XX/XX/XXXX after going to branch I opened account that there was nothing they could do to re-open account but not to worry it was closed and check would NOT clear my current account at XXXX. On XX/XX/XXXX the check cleared XXXX XXXX. Chase claims they were not in my account, but on mobile app with XXXX it clearly shows it was deposited in JPM Chase account. I have called relentless amounts of times. Sent emails and no one can " find '' the money and if they do find the money tell me it can not be released. Stating it was fraud. I explain the situation time and time again to them and that I made a simple mistake that most people make daily and it does not matter. They still currently have my {$2000.00} and still no one can tell me when I will receive this money, IF I will ever receive the money and any sort of time frame for what is going on. I would just like to get my {$2000.00} back as I am currently in the process of buying a home and going back to school. It is MY money and I should have access to it regardless of the circumstances.
Company Response: Closed with explanation

Timely Response

2019-05-21

Oxford, GA

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: My name is XXXX XXXX XXXX and I'm a retired XXXX XXXX with the XXXX XXXX XXXX XXXX. I'm elderly and XXXX, currently my daughter is XXXX XXXX and has been or may be using and opening accounts my account to funnel large amount of life insurance in my account. I am asking that any account in my name and social security number XXXX be closed immediately and all final balances be send to the address above. Thanks!! XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-05-21

Palos Park, IL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/2019, a direct deposit was made to a Chase Bank account that I thought was mine. I checked with Chase and it appears that when setting up my direct deposit information with my employer, I transposed two numbers when entering my account number. On that day, I requested that the amount of the deposit, {$2400.00}, be rerouted to my checking account. They said they would process it. The following Monday, XX/XX/XXXX, I received a notification that they would not be able to reroute it, as the money had gone into an existing and active Chase account. My employer issued a request to have the funds rejected, which after several days, Chase refused. My employer again, at my request, issued a request to have the funds returned. The request included an explanation from my payroll department of the amounts, dates and account numbers to which this money should have gone. It also included printed copies of the return requests that were submitted. At this point, Chase again refused stating that the account to which the funds had been deposited had insufficient funds. I have spoken to my local branch manager who escalated this to Chase 's Complaint escalation group, who returned stating that nothing could be done. The managers I'd been working with at my local Chase branch stated that they'd see where they could escalate my issue, and this morning, I received notification that there is nothing Chase could do. Chase seems content to let the owner of the account into which my money was erroneously deposited keep my money. I even requested a credit and recommended that they give my money to me and put a lien on the account owner 's paycheck, as the bank has to know his social and other contact information. At this point, it's looking as if I'll never get my money. What's interesting, is that Chase had sent information to my payroll dept that included account information for an individual who is a Chase Private Client customer. While this information doesn't show the account number to which my pay was sent, it does make me question whether or not Chase is not pursuing a real resolution because they're favoring a high net worth customer over me. In any case, the info they sent constitutes a breach of customer data. I have gone through the ringer with Chase over the past 30 days and they will not move from their position that they can not give me my money.
Company Response: Closed with explanation

Timely Response

2019-05-21

OK

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: I refused to commit fraud at their request and my loan modification was cancelled. My son is on the deed and they requested he sign a release he did and they refused it stating it had to be in cursive, my son has always printed his name. I disputed this multiple times on phone Filed complain with OCC they referred to CFPB. I was threatened with foreclosure during the entire call. Chase said to send in copy of drivers license on XX/XX/2019 and XX/XX/2019. I was told I would receive a letter of confirmation so I could send in a copy of his license. During that call chase also stated they sent loan modification out to all and every borrower who was behind on their payments, I questioned this because I had been trying to get one for the last three years and was denied for miscellaneous reasons. I attempted to make payment of {$230.00} several times in XXXX but it was refused finally the Executive office contacted me on XX/XX/2019. Said my modification defaulted XX/XX/2019 for failure to send in fraudulent document. She advise me I would have to bring loan current no other options. I advise her of previous conversations and I never received notice it had been cancelled but my XX/XX/2019 reduced payment amount was accepted. I told her I was not going to commit fraud. She said she would research but I would have to bring the loan current or be foreclosed upon. The reduced payments have made the loan even more delinquent.
Company Response: Closed with explanation

Timely Response

2019-05-21

Arsenal, PA

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2019-05-21

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-21

IN

Closing on a mortgage

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

Complaint: Why don't my statements match the account transaction history that was sent by XXXX XXXX?
Company Response: Closed with explanation

Timely Response

2019-05-21

Great Neck, NY

Problem with a credit reporting company's investigation into an existing problem

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: I have an account with Chase XXXX XXXX so I applied online within 2 minutes I was denied credit for a auto loan. I received my credit report and went through it with a fine tooth comb. I then went to Chase Bank spoke to banker regarding my denial showing them my credit report. He could not understand why they denied me an auto loan. I came home and contact Chase who got me in touch with someone in the XXXX, who in turn got me in touch with Chase XXXX XXXX XXXX. I have been holding for 3 1/2 hours waiting to speak to someone regarding my denied loan and how it has affected my credit and ability to possibly get a car loan. The tape keeps repeating " we are currently receiving heavy call volume, your call is very important to us, you will be answered by the next representative. Will I??? Will I be able to obtain a car loan???? I have been going in circles one party at Chase blaming the other saying they don't understand as it appears that I have impeccable credit report. I have no balances, I don't have a mortgage, I have a student loan that is current.
Company Response: Closed with explanation

Timely Response

2019-05-21

San Gabriel, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: I have a Chase Sapphire Reserved Credit Card through Chase Bank and my Chase Ultimate Rewards points were stolen from me. On XX/XX/2019, there was an unauthorized withdrawal of ~90,000 Chase Ultimate Rewards points from my account that was transferred over to an unknown XXXX XXXX account based out of New York that did not belong to me. I opened a fraud claim in early XXXX with Chase and they've investigated into this issue. Chase was able to identify that the fraudulent transaction had occurred over the phone. The fraudulent party was able to spoof my phone number and bypass through Chase 's identity verification process to perform a manual withdrawal of my reward points and have them converted to cash and deposited into the XXXX savings account mentioned above. Although Chase had agreed that this is a fraudulent transaction, there has been an internal decision to ignore the claim. They are unwilling to resolve the dispute and return my points. I was then told that there was an internal review my account and an internal decision has been made for Chase to end their relationship with me as of XX/XX/2019 and because of that, this fraud claim will not be resolved. Chase is unwilling to take responsibility and help resolve a fraudulent transaction that took place prior to this decision to end the relationship. I've been a client of Chase for over 14 years - I have no issues with the company 's decision to end their relationship with me ; however, I should be entitled to the rewards points back that I've earned through the program that were fraudulently taken from me. I've spoken to several personal bankers, Private Client bankers and even a branch manager about my case ( XXXX XXXX and XXXX XXXX branches ). They've been assisting me with escalating this situation ; however, Chase corporate will not take responsibility to resolve the claim. My identity has been clearly compromised and Chase has failed to protect its consumers from fraud. I'm very disappointed in the decision and am looking to escalate this further to bring light to this matter and protect other consumers that may have gone through this similar event.
Company Response: Closed with monetary relief

Timely Response

2019-05-21

NY

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XXXX XXXX,2018 I was doing my taxes when I noticed an Altered check on my Bank Statement. That very day I went to my local ChaseBank and submitted paperwork regarding the check/incident. That very day I also went to the XXXX County NY XXXX Precinct Police Station and filed a police report # XXXX. I followed up with Chase over the phone and multiple times I faxed them affidavits in that they required and multiple times they lost the paperwork. Finally my signature went through after months of following up. I did not receive any written notice/acknowledgement of any kind. They said my claim would be determined 90 days after the affidavit. Because they didn't acknowledge receipt of my first fax that decision date became XXXX as the 90 day mark. Again no letter or correspondence. I finally get their claims department on the phone they tell me there is no claim on my file. I insisted there is and now they say my CLAIM IS DENIED. it is denied because of my time frame. they said I only had 14 days to make a claim from the day the money was withdrawn because it is a business account. they told me its federal law and has nothing to do with Chase.
Company Response: Closed with explanation

Timely Response