JPMORGAN CHASE CO.

2019-05-15

Queens, NY

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: i have two account checking to be exact i have overdraft protection on .one of the account it not i use only to cover overdraft if it happens but chase just inform me that a checking account can not be used for overdraft protection. all the items are been clear right before midnight or 3 minutes before or not showing a negative account at all into nest day where they charge the fees. not giving the customer the ability to transfer the money within the same bank. also i have alert that inform when my account is overdraft never arrived the text either until after the charges have charge or not at all. i feel this type of transaction are having the customer be cough with all this charges with no chance to deposit or transfer money very snick practices XX/XX/XXXX 2 charges of 34 other times multiples charges of 4 transaction of 34 being charge when the money was deposit before everything else was clear.
Company Response: Closed with monetary relief

Timely Response

2019-05-15

Stevenson, MD

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: Subject : Not able to redeem my travel rewards points for travel due to an internal Chase technical issue. 1. During a road trip/business, in XX/XX/2019, I discovered that due to an internal Chase technical issue, I couldn't redeem my points for travel booked through Chase, either online or with the Chase travel desk. 2. As I was on a road/business trip, I was relying on the ability of using my Chase rewards points. 3. Daily, I spent hours on the phone being transferred from one supervisor to another, they also were not able to book travel for me using my points. I can not begin to tell you what a waste of time this was, as I lost valuable work-related time each day dealing with this situation. 4. I suffered unreasonable, frustrating and costly situation that I experienced with my Chase Sapphire Reserve credit card, for over one month, until Chase finally fixed the problem. 5. As a long-time and loyal Chase Sapphire Reserve card member, I pay a very high annual fee of {$450.00}. I agree to pay the {$450.00} annual fee because my points are worth 50 % more when I redeem them for travel. Chase Ultimate Rewards points earned are worth XXXX cents each when redeemed for travel booked through Chase and over the last several years, Ive accumulated more than XXXX points. 6. The fact that Chase prevented me from redeeming my accumulated rewards points for travel without any reasonable reason or explanation, causing me to incur a significant financial loss, detrimental and high level of stress, as I was relying on the ability to book my travel using my valuable rewards points. 7. I have been working with the travel department and the Payment and Escalation department, while I was told the technical team was trying to resolve this issue that Chase was having. 8. At some point, a supervisor guided me to book my travel not through Chase, but directly with the hotels and airlines, and to pay for my travel with my credit card, while Chase is working to resolve the issue and promised me that Chase will compensate me for all my losses. 9. Following, and in lieu of not being able to use my points, I booked my travel with my Chase card. I purchased one international round trip flight, one domestic round trip flight and several hotels. All charges show on my Chase credit card and cost thousands of dollars instead of using my reward points. 10. An escalation report/file was submitted with a request for compensation in the amount of XXXX rewards points. The reward points cover the difference in hotels and airline tickets that I purchased without using my reward points. 11. I contacted the Chase Executive Office department and the travel side in order to resolve this with a positive outcome and reimburse me for the above-mentioned reward points. 12. Even though Chase admitted that due to a technical issue on their side, I was not able to redeem my points for travel for over a month, Chase did not compensate me.
Company Response: Closed with explanation

Timely Response

2019-05-14

Denver, CO

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2019-05-14

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-14

Eureka, CA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-05-14

Nyc, NY

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I was misled by Chase bankers to upgrade my checking account with promises of bonus points I never got. I kept a balance of over {$80000.00} without receiving any interest in order to reach the 3 month minimum that the alleged promotion required. They have been bouncing me to different departments with no one really taking any accountability within Chase. I describe the chronological order of the events with names and dates below : Chase bank offered a promotion of 60,0000 Ultimate Rewards bonus point if I upgraded by regular checking account to a premium product called Sapphire Checking. Over the phone, the executive told me that all I needed to do was to have a balance above {$75000.00} dollars for 90 business days and that I would get the bonus rewards. I decided to upgrade the account and asked several times if there was anything else I needed to do besides sending a wire and he told me there was nothing else I needed to do. I decided to upgrade my account to Sapphire checking on XX/XX/2008 and sent a wire transfer of {$50000.00} XX/XX/XXXX to have a balance above {$80000.00}, which I have kept to this day. On mid XX/XX/XXXX, I checked my Rewards balance and noticed I didn't have any bonus points. I called Chase to ask about it and they directed me to a banker that was assigned to my account. His name is XXXX XXXX ( phone number XXXX ), a private banker from Chase located in XXXX XXXX. He had called cold called me before to offer Chase products, and I assume he was responsible for the upgrade since my account is under his name. He told me there was nothing he could do. That in order to get that promotion, I was supposed to use an upgrade code. As I mentioned earlier, I specifically asked if there was anything I needed to do besides sending the wire and keeping the balance and they never asked for any upgrade code at the time. He then transferred me with the manager of the XXXX XXXX branch, XXXX XXXX ( same phone number XXXX ), who kept telling me they were not responsible for the upgrade even though my account was assigned to XXXX XXXX in the system. He told me there was nothing he could do and transferred me to the Chase escalation department. A person named XXXX ( he told me he could not tell me his last name ) called me a couple of days later to tell me they looked into the matter and that there was nothing they could do ( his phone number is XXXX extension XXXX ). According to him, it was the branch manager 's responsibility if there was anything they could do at all. They kept me bouncing me around until today, they just said there was nothing they could do. Not only did I lose the opportunity the interest I could've earned on that money ( which I calculate is around {$800.00} in that span ), but all the time lost dealing with these people who don't take any responsibility of their actions. While the banker and the XXXX XXXX branch are benefiting from my account being assigned to them ( they are probably helping to reach their quotas ), they decided to take no responsibility when someone clearly made a mistake. Please let me know if you need more details and happy to help.
Company Response: Closed with explanation

Timely Response

2019-05-14

Staten Island, NY

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I was scammed by someone. I wired money to an account at XXXX XXXX thinking that it was to purchase a watch but turned out to be fraud. I bank with chase. Chase refuses to write a letter of indemnity so XXXX can wire back the funds that were part of a scam. XXXX is willing to send me back the remaining funds due to fraud but chase refuses to send letter of indemnity stating that I sent the money that it wasn't taken form my account. This is still a scam and an act of fraud. I have tried contacting chase multiple times and they will not send letter.My money is still with XXXX as we speak and I am not getting my funds returned. XXXX has a policy that they will only accept letters of indemnity from another bank, but in this case my bank will not write it. Please help
Company Response: Closed with explanation

Timely Response

2019-05-14

Quartzsite, AZ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Date Posted XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX misc.debit XXXX Contacted Chase XX/XX/XXXX to report fraud and received a temporary credit of XXXX while they investigated. I received a letter in the mail from chase ( XX/XX/XXXX ) that claim was denied and the temporary credit will be reversed on XX/XX/XXXX. Called Chase XXXX XX/XX/XXXX XXXX to escalate/appeal case and was told they were unable to escalate/appeal. Contacted XXXX ( XX/XX/XXXX ) location where charges occured, no managers available to resolve.
Company Response: Closed with monetary relief

Timely Response

2019-05-14

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

2019-05-14

Atl, GA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-05-14

Louisville, KY

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Closed with explanation

Timely Response

2019-05-14

Denver, CO

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

2019-05-14

Colo Spgs, CO

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/XXXX there was a fraudulent debit card transaction on my account for {$140.00}. I notified Chase the day it occurred, XX/XX/XXXX. Chase has refused to reimburse my account in any amount for this fraudulent transaction, in violation of federal law. I reported this previously. Chase responded on XX/XX/XXXX. In their response letter, Chase falsely stated that I used by debit card after it was reported stolen. What actually happened was that I had previously verified with Chase the last valid transaction for {$1.00} at a gas station, on XX/XX/XXXX before the fraudulent transaction took place, and where I believe the theft of my card occurred. In the same letter, Chase advised me that I had the option to dispute this further. I was instructed to contact the executive office. When I called ( XXXX ), I was referred to someone named XXXX ( ext XXXX ) who was handling my case. I attempted to contact this person 3 times by phone, leaving voicemails with my information each time, on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. None of my calls were returned.
Company Response: Closed with explanation

Timely Response

2019-05-14

Cresaptown, MD

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-14

CA

Identity theft protection or other monitoring services

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

Received unwanted marketing or advertising
Complaint: XX/XX/XXXX - Filed to have all marketing/pre-approved credit/loan offers be permanently stopped for my address XX/XX/XXXX - Filed again to have all marketing/pre-approved credit/loan offers be permanently stopped for my address XX/XX/XXXX - Sent an email and removed myself from all communications from my bank to try and prevent more offers from being sent. This is after filing the same complaint against the same bank from the previous year. After I moved, they resumed sending me offers even though I have gone through this process less than a year ago.
Company Response: Closed with explanation

Timely Response

2019-05-14

Phoenix, AZ

Fraud or scam

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

Complaint: This morning ( XX/XX/2019 ) at XXXX XXXX I was attempting to purchase concert tickets from a local phone number ( XXXX ) and was sent images of the tickets as claimed. We agreed and negotiated a price of $ XXXX/ticket for 2 tickets. After agreeing, I sent my {$150.00} to the other party at XXXX XXXX through XXXX/Chase as requested and then the other party never sent the ticket transfer. I tried calling and they blocked my number. I called Chase because I had never used XXXX before and the service was offered directly by my bank ( making me feel that this was more trustworthy than XXXX or XXXX ). Spent 40 minutes on the phone with Chase customer service who tried to reclaim the funds. When she was unable to, she admitted that this was a scam and used the words " fraud '' so she transferred me to their claims department. The Chase claims department asked me for the story and then told me in XXXX 's fine print that I should only give money to friends and family and there's nothing that can be done. They then told me to call the person ( number blocked ) or email them to send the money back to me. When i said that's laughable, they told me to call the police because this is a scam. I think that since this is the first time I have used XXXX/Chase XXXX that there should be a protection for the transfer of funds. I obviously have learned my lesson ; however, I never would have thought that my bank would not protect my funds. This was just as dangerous as sending cash in the mail! It is a misleading service that Chase provides and should not be trusted. Fairness would to reimburse the {$150.00} to my account.
Company Response: Closed with explanation

Timely Response

2019-05-14

Santa Rsa Bch, FL

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Excess mileage, damage, or wear fees, or other problem after the lease is finish
Complaint: I received a call yesterday from the Chase Bank End of Term Lease Department. I was unable to answer the phone but called back when I received the voice mail. I know what the call is about. Its simply to settle the end of lease payment which is fine. The problem is that their verification process includes giving them my full social security number over a mobile line. This is the only company in the last couple years that apparently have not gotten away with asking for your full social security number over the phone. When the rest of the industry has figured out how to verify identity without asking for a full social security number, I am unsure why Chase is so far behind. They state that they do this for consumer protection yet requiring the consumer to state their social security number over a cellular connection is indeed not protecting them. This was only part of the problem. In addition I received a letter dated XX/XX/XXXX ( received XX/XX/XXXX ) that summarized the results of the end of lease inspection report. The same letter stated that payment was due on XX/XX/XXXX. I could not understand how they wanted me to pay the bill prior to receiving the inspection report dated XX/XX/XXXX and not received until XX/XX/XXXX. I assume they wanted me to make a guess at what the report would say?? Also, no bill was actually ever sent to us and no reasonable due date was ever communicated. A due date of XX/XX/XXXX, 10 days before the inspection report was mailed to us ( again, not received until XX/XX/XXXX ) is unreasonable. I can not pretend to know what is going on with this department but I am all for paying the negligible amount they ask for if they could just figure out how to verify my identity without putting me at risk. It seems every other financial institution has figured out already. Anyway, I am more than happy to settle the debt over the phone but refuse to give my social security number over the phone which is considered personal identifiable information and a major contributor to identity theft incidents. If Chase wishes to protect the consumer then they should start by changing their verification process. For example I have a name, address, birthday, last 4 of my social, last 4 of the account I would like to close, and the year/make/model of the vehicle in question.
Company Response: Closed with explanation

Timely Response

2019-05-14

Camp Pendleton, CA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-14

Chicago, IL

Other features, terms, or problems

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

Other problem
Complaint: I was forcibly given a contactless card by Chase in XXXX without being notified or asked beforehand. I have had this card prior to the advent of this technology. Chase refuses to let me opt-out. They absurdly claim that the cards can not be accidentally charged, yet O had this very thing occur today. When I called they would not reverse the payment because it had not posted yet. I should not have to spend large amounts of my time to resolve small payment disputes that are the fault of irresponsible decisions on the part of my bank. It would adversely affect my credit to cancel this card, so I am stuck at the mercy of this completely unnecessary and ridiculous decision.
Company Response: Closed with explanation

Timely Response

2019-05-14

Sacramento, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019 I reached out to XXXX XXXX loan officer for chase bank, ID # XXXX, in connection with a home refinance loan. After many emails back and forth discussing credit, income, and fico score specificities, Mr. XXXX said via email, based on your information, and after speaking with my manager, we are able to provide a loan to you. Believing that Mr. XXXX, acting on behalf of chase bank and its affiliates, requested my personnel loan application for loan process. I then provided my personnel information, and a credit pull was executed on my credit file. Again, Mr. XXXX ensured me that he would begin work on my loan immediately. However, after 4 days past, I was still inquiring for a response back from chase regarding the loan process, by which Mr. XXXX finally responded and said, sorry, credit was denied. When I asked why, he stated, rates change everyday. I believe that Mr. XXXX, and Chase Bank made misleading and false promises Im order to acquire my private information, and then deliberately lied to me, and discriminated against me for no apparent reason. I am a very credit worthy person, with many current and on time payments, income, and fico score. Mr. XXXX and chase bank have damaged my credit file, and also made false and misleading promises in order to acquire my information, and then denied credit of merits that did not pertain to me. I demand that chase bank remove the inquiry on my credit file, and compensate me for causing damage to my credit, and creating a negative impact to my ability to achieve my credit goals. This is based on the evidence I have in emails sent to me directly. This is a blatant and malicious act that must be addressed and corrected immediately.
Company Response: Closed with explanation

Timely Response

2019-05-14

Key Biscayne, FL

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: I have been a JP Morgan Chase Bank Customer for the past 6 years with an outstanding bank-customer relationship, holding two ( 2 ) credit cards, a saving and checking account. Inclusive My Husband has been a Business Customer of JP Morgan Chase Bank since XXXX. On Saturday XX/XX/XXXX, while watching TV with my husband, I received two ( 2 ) emails from Chase Bank Fraud Protection Services asking for my response in regards to a charge made on my credit card. I immediately did what WAS RIGHT TO DO and called the number on the back of my credit card, to let them know and report : I DID NOT AUTHORIZED THE CHARGES, THAT I DID NOT MADE THAT PURCHASE The next day XXXX received another Email from Chase Fraud Protection Services stating : Dear Customer '' : We closed your Chase Freedom credit card account ending in XXXX to prevent unauthorized transactions, as we recently discussed. The Letter also had more information on what to expect from the Fraud Investigation. On XX/XX/XXXX I received a letter in the Mail From Chase Bank Stating they were working on my case and they had closed my account etc. To my surprise on XX/XX/XXXX, I received another letter in the mail from Chase Bank Card Services which said that the charges were back on my credit card because I have received benefit from it so I was liable for the charges. I immediately called again and spoke to XXXX at the Fraud Department who said that my Husband XXXX XXXX made the Purchase, when in first place HE IS NOT AN AUTHORIZED USER on my credit card and was sitting right next to me the moment when the alleged purchase was made in another US State. From That date, XX/XX/XXXX I have been trying to resolve this issue going back and forth with Chase and opening the case, almost every month with the same outcome. In one of the many conversations the Chase Fraud Representative made a three way phone call with the XXXX XXXX Representative, my husband and I and nothing was resolved. I didnt even received an Email or purchase order form XXXX XXXX XXXX when the alleged purchase was made.
Company Response: Closed with explanation

Timely Response

2019-05-14

N San Juan, CA

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: Like all consumers. I make frequent credit card charges. This one concerns my Chase Amazon credit card. Charges showed up and I was warned by Chase Fraud and asked to verify : {$44.00} at XXXX on XXXX.and {$49.00} at XXXX. I called the Chase Fraud line. The staffer explained that these are data processing cos ( middle men ) that work for many vendors. What I consider outrageous, which should be the subject of regulation, is that even if such a company does answer the phone, they often dont know or wont disclose the vendor who is saying I made the charge. This leaves us consumers first prey of fraud and secondly incapable of verifying charges unless we write down in a notebook every single transaction we engage in using our cards!! If credit card cos are going to hire data processing cos to charge consumers accounts, these companies need to be required to reveal the names of the vendors involved, so we consumers can readily approve or deny our charges. This is just minimal consumer protection! Please respond.
Company Response: Closed with explanation

Timely Response

2019-05-14

AR

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XXXX of XXXX i had a family emergency, so CHASE bank JP Morgan returned my payment for me that was XXXX. and in XXXX i made a payment XXXX the same up to XXXX then in i was put on forbearance plan to make up for XXXX because i was denied repayment plan for that month. XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX XXXX payment went to XXXX >XXXX payment went to XXXX >XXXX payment went to XXXX >XXXX payment went to XXXX> XXXX payment went XXXX. that left XXXX, XXXX and XXXX Three payments payments then i made a payment of XXXX that got returned. that would have covered two payments i was behind then in XX/XX/XXXX i made XXXX ,XXXX and XXXX =XXXX, monthly payment is XXXX so that would cover only two payments XXXX, XXXX and XXXX. XXXX with suspense XXXX then in XXXX i made a payment XXXX that went XXXX > then in XXXX i made payment XXXX that went to XXXX >then XXXX i made two payments XXXX that would make two payments that cover XXXX and XXXX then i made payment in XXXX that cover XXXX payment. XXXX leaving me owing for XXXX. with XXXX in suspense XXXX XXXX +XXXX XXXX+ XXXX XXXX and XXXX +XXXX = XXXX paid to Chase payment of XXXX x XXXX and i paid XXXX in 4 months then in XXXX Chase said i owed 4 payments by payment history i didn't owe for for 4 months in XXXX to XXXX XXXX XXXX , JP Morgan Chase i talked to her on XX/XX/XXXX but in XXXX i looked on my account i owed 4 payments so in XXXX i made two to stay out of foreclosure but after talking to XXXX XXXX XXXX she said i was still behind two payments and for repayment i have to pay my regular mortgage and half of the two payments that beXXXX plus my payment that be XXXX for four months when i don't owe it. XXXX also said they was no payment in XXXX but they was i sent proof so XXXX payment went XXXX .XXXX payment should have went XXXX, XXXX to XXXX XXXX i made two payments to go to XXXX and XXXX then XXXX payment go to XXXX with money in suspense so i should owe less than XXXX i have added and added and this is the is how it should be
Company Response: Closed with explanation

Timely Response

2019-05-14

Scottsdale, AZ

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a chase checking account on XXXX XXXX XXXX XXXX XXXX AZ XXXX with a bonus offer to get XXXX dollars to open a checking account. I met all the requirements on the coupon and chase refuses to give me this bonus because I have claimed it before. Nowhere on the terms does it say that is the case. It says not available to customers with accounts which have been closed in 90 days. My account was closed a year ago. Please help me on this. I met all stated requirements.
Company Response: Closed with explanation

Timely Response

2019-05-14

Buchanan, GA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response