JPMORGAN CHASE CO.

2019-05-08

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-08

Windermere, FL

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-05-08

Mae, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-08

Atl, GA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with monetary relief

Timely Response

2019-05-08

Nashville, TN

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

2019-05-08

Lewisville, TX

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: My husband died on XX/XX/XXXX. He had been collecting SSDI in the amount of {$2200.00} since XX/XX/XXXX. Regular monthly payments were made by the US Treasury Department from XX/XX/XXXX until XX/XX/XXXX. Chase bank then sent two Update letters dated XX/XX/XXXX and XX/XX/XXXX, notifying me that they had returned {$360.00} and {$1800.00} to SSA, totaling {$2200.00}. On XX/XX/XXXX, by recommendation of Mrs. XXXX with the SSA/XXXX XXXX XXXX, XXXX, Ext XXXX, I submitted form XXXX in the post-paid envelope she provided for underpayment. Since I filed my first CFPB complaint ID XXXX on XX/XX/XXXX, Chase has been withholding the {$2200.00}, failing to return the funds to the US Treasury Department, as stated, after notifying me of the withdrawal from my account. Today, XX/XX/XXXX, SSA confirmed during a phone call that Chase had never returned the funds to the US Treasury Department. SSA completed research during the call and confirmed the underpayment filing and that Chase had never returned the funds. Since my filing of the CFPB complaint against Chase Bank on XX/XX/XXXX, they have been retaliating against me and my son and daughter with both of whom I have joint accounts. Chase has since assessed thousands of dollars of unfair ( discriminatory and retaliatory ) NSF fees, all stemming from their fraudulent withdrawal of and failure to return the {$2200.00} withdrawn in XX/XX/XXXX. Everyday I am receiving a minimum of three {$34.00} NSF fees on multiple accounts and the theft of deposit money by Chase 's collections department. Today I received an NSF fee for an approved debit card transaction, which they could have declined at the terminal, but instead approved it just to assess another NSF fee. It appears that my accounts have been flagged and are being targeted and assessed unfair NSF fees numerous times daily, some days it is over {$100.00} per account. I have twelve. They are wreaking havoc on all of my accounts ; business and personal, draining them of every last penny in them. Anytime a deposit is made, they immediately siphon the money out, leaving us literally penniless. Our accounts have {$0.00} balances. Chase collections department removes any deposit made to recover their thousands of dollars in NSF fees and to simultaneously assess more NSF fees. XXXX XXXX in the Executive Office has done nothing to work on preventing the further financial hemorrhage of my accounts and the bankruptcy of those accounts. When I called her the other day, it was like talking to a robot ; a stone -- like she has been programmed to sound monotone, to say nothing, and to do nothing, other than to conclude the call as soon as possible. As well, I suspect that Chase 's collections department has destroyed my credit which was excellent until all this began happening in XX/XX/XXXX. Ms. XXXX said she is investigating but will do nothing more. Nothing is being accomplished and I am afraid to put any deposit into my accounts or into my children 's accounts for fear that the money will immediately disappear into nowhere without explanation by collections to cover NSF fees. It's the worst mess, the most corrupt attack by a bank onto a longtime account holder I've ever seen or heard about. Even the lady at SSA today was shocked when I gave her answers to her questions about the missing US Treasury funds. She gasped.
Company Response: Closed with explanation

Timely Response

2019-05-08

Dayton, MN

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2019-05-08

IN

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Complaint: We authorized XXXX to take {$1000.00} from our checking account on XX/XX/2019 to pay out of our contract early. {$70.00} was taken out on XX/XX/XXXX, we assumed that this was due to the 30 day notification requirement. Again on XX/XX/XXXX {$71.00} was debited from our checking account. When we contact our bank ( Chase ) they are of no help and say that we have to contact the company making the withdrawal, we have on several occasions with no resolution.
Company Response: Closed with explanation

Timely Response

2019-05-08

Beverly Hills, CA

Incorrect information on your report

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

Account status incorrect
Complaint: In XXXX of XXXX, I inquired about a lease and verified if me paying the loan up-front would still report on my credit, and I was told yes by the dealership. After a month into to the lease ( XXXX of XXXX ), and NOT seeing anything on my credit, I called on a recorded line to Chase Auto Finance, and inquired about what I was told regarding credit reporting of a " One -time pay '' lease. The representative in or around XXXX of XXXX, in the customer service department got the " credit analysts '' on the phone, and then she verified that my lease will report " open '' and paid on time, even if I did a one time lease payment. Essentially I paid After about another 3 weeks, I see the on my credit report that the Chase was " closed ''. I called Chase and spoke to numerous supervisors that indicated that this should be reporting open and " they do this all the time ''. In my correspondence with them a second and third time regarding the same issue and the same responses that it would be corrected, I was twas then told by a supervisor of customer service that, " it could not be done '', and that they would refund my one time payment of approx $ 43k of the $ XXXX I sent to them. Customer Service said they would advocate for me getting this because of the many promises that were made. After about a week, customer service came back to say that their back-end group said the refund needed to come from the dealership, and then placed me on a 3way call with the dealership and asked for a refund because of all the issues with the inaccuracies in my reporting and they could not correct the problem. The dealer declined to refund and said " chase knows this '' and hung up on both of us. In XXXX I escalated this through-out the various supervisor chains and finally got a a manger of escalation named XXXX, who gave me her number and said I would receive a refund, as she could see all the problems that were documented in chases system. XXXX said she would call me back by Friday of that week on or about the first week in XX/XX/XXXX, and she would call me by the end of week with an update as to my refund. IT never happen. In fact, I was lied to by another Chase supervisor who said, " XXXX was at lunch and she would call me back '', and in fact XXXX was never in the office. I was then told by XXXX the following week when she did call, that I needed to escalate this issue to Executive Management. I then opened a 4th case with Executive management on or around the the XXXX of XXXX, with XXXX from within the Chase Executive Management Dept. She stated that she would get me my refund. After about a month of back and forth, she finally stated that the dealership wont " re-book the deal '' deal and give me a refund, and they cant correct the problem with the credit reporting and that legal is figuring out a fair solution. This report is by no means all exhaustive, and all calls were recorded by chase, as Chase did acknowledge their major nut refuse to give me my refund in a timely fashion. Chase misrepresented the fact that my account would be reported open, and this has in hurt my ability to close on a mortgage loan IM engaged in. I get invoiced each month showing a " credit '', and i also have an " open " account within chase on the auto lease side. This is NOT right. I solicit your help in helping me get what is rightfully mine, and stop Chase from deliberately lying and processing my refund of {$43000.00}
Company Response: Closed with explanation

Timely Response

2019-05-08

Stanford, CA

Fraud or scam

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

Complaint: On Thursday, XX/XX/2019, I was attempting to buy tickets to see XXXX XXXX perform at the XXXX XXXX that night. I found a listing on XXXX saying that a man was selling 2 tickets for {$250.00}. I texted back and forth with the man and ended up sending him the {$250.00} over XXXX. After that he told me that he would be sending me the tickets and then blocked my number and the tickets never arrived. I have spoken with representatives at Chase 2 times and they have been either unwilling or unable to help me contact XXXX to figure out who the guy is that scammed me. I have also filed a police report.
Company Response: Closed with explanation

Timely Response

2019-05-08

Hamden, CT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-08

Northside, NC

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
Company Response: Closed with explanation

Timely Response

2019-05-08

OR

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Complaint: CFPB reference number XXXX Have no option to use Chase Bank XXXX XXXX pay account USA Treasury pay.gov Company ID XXXX XXXX & XXXX Number JP Morgan Chase International Agencies Banking Account Number XXXX XXXX on Hold XXXX XXXX XXXX XXXX on hold XXXX
Company Response: Closed with explanation

Timely Response

2019-05-08

PA

Other features, terms, or problems

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

Problem with customer service
Complaint: XX/XX/XXXX Roundtrip flight from XXXX Hawaii to XXXX Hawaii booked for XXXX using XXXX Chase Rewards points on XXXX Airlines. Itinerary # XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... XX/XX/XXXX Itinerary times were changed for the above booking ( same route ) through Chase Rewards via telephone. Confirmation received via email ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... XX/XX/XXXX When I went to check in to the outbound flight, XXXX XXXX told me that Chase had never paid for the flight. The rewards points had been deducted from my account, but Chase did not pay the airline for the flight. I discussed this with Chase representatives via cellular telephone 1.5 hours before the flight, however, they were not able to correct the situation. Chase advised me to pay for the flight using cash and I would be reimbursed by Chase for this payment. I asked if they could ensure the return flight would be paid for by Chase, and I was told they would work on it. Total phone call was 51 minutes. I had to pay {$250.00} out of pocket for this flight ( in addition to having paid in rewards points ) ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... XX/XX/XXXX 21 minute phone call with Chase. They were not able to figure out why Chase did not pay XXXX airlines for this flight even though rewards points had been deducted from my account for this flight. Escalated through supervisor. Stated they would fix the return flight ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... XX/XX/XXXX 86 minute phone call with Chase. They were not able to fix the return flight. Again, Chase advised I pay the return flight out of pocket and I would be reimbursed by Chase for this. I was told I would receive a call from a supervisor within 24 hours after they looked into this issue. I received no further communications from Chase ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... XX/XX/XXXX On checkin for the return flight, XXXX airlines confirmed Chase did not pay them for the flight ( again, I had already paid Chase using rewards points ). I had to pay {$220.00} out of pocket for the expense of the return flight ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... XX/XX/XXXX I received an email from Chase stating that the XXXX Chase rewards point would be refunded to my account. Email states it may take up to 7 days to process ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... XX/XX/XXXX 19 minute phone call with Chase. There has been no resolution of this issue. They stated they would have an account specialist look into this issue and contact me within 24 hours. I received no further communication from Chase ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... XX/XX/XXXX To this date I have received neither the funds ( {$470.00} ) nor the refunded Chase rewards points. Multiple attempts to contact Chase have been unsuccessful. After checking my credit card rewards account today, the funds/points have still not been refunded. As of now, I have paid for the above flight both in points AND cash- with no resolution or further communications from Chase.
Company Response: Closed with monetary relief

Timely Response

2019-05-08

Blm, IL

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2019-05-08

Philatelic Center, 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: In early XXXX of 2019, I signed up for the Chase XXXX credit card. They advertised a free " Companion Pass '' for the rest of 2019 when you spent {$4000.00} in the first 3 months of the card. The Companion Pass allows your designated companion to fly with you for free on XXXX. I follow-up with Chase 's Executive Office and they sent me the attached email confirming the promotion. By the end of XXXX, I have met all of the conditions by Chase. See the attached screenshot of my XXXX Chase statement. The balance has been completely paid off. I've sent multiple emails and have not received any written replies since the email from XXXX XXXX on XX/XX/XXXX. I've called multiple times and both Chase and XXXX state I'm not eligible for the Companion Pass reward. I recently received a call from Chase stating that I did not qualify for the Companion Pass. I asked them if they saw the email from Ms. XXXX from XX/XX/XXXX. They acknowledged the email but stated that I am still not entitled to the pass.
Company Response: Closed with non-monetary relief

Timely Response

2019-05-08

El Paso, TX

Closing your account

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

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-05-08

Itasca, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is regarding a Chase mortgage originated in XX/XX/2016 for a residential rental investment property. I have reviewed every disclosure and document from my loan origination and find absolutely no mention of the PMI LTV requirement of 65 % to eliminate PMI. Everything I see suggests 80 % LTV or at least 78 % LTV. I have reached 80 % LTV and expect to be able to remove PMI. After reading the comments here, it seems this so-called requirement is often not disclosed, not understood by investment borrowers, not mentioned as different for investment properties, and arbitrarily varies across a very wide range of LTV % requirements. If this LTV % requirement for cancelling PMI does vary, how and why does it vary, who decides the requirement, when is it decided, where can I see this decision was made, is it fixed or flexible, and where is it disclosed to me so that I understand what financial burden I have agreed to? Chase has not been able to provide any documentation supporting the 65 % LTV requirement and has referred me to " the investor '' XXXX XXXX, whom also seemingly can not.
Company Response: Closed with explanation

Timely Response

2019-05-08

Jersey City, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was sold to JP Morgan Chase in XX/XX/2019. My homeowner 's insurance was being escrowed by the previous bank. My homeowner 's policy renewed on XX/XX/2019. In XX/XX/XXXX, I called Chase to make sure they had gotten the new bill and would be paying it on time. They did not have the bill and told me they would not have called me to tell me they did not have instructions for paying my homeowner 's insurance. They would have just let it lapse and then taken out expensive insurance on my property. My insurance agent sent Chase the updated insurance payment info and quote multiple times. They said they hadn't received it. I called with my insurance agent. The Chase representative told us she had the bill but that neither my insurance agent, my insurance company, nor the company I had gotten the policy through were in Chase 's " system ''. As a result, even with the bill and instructions we had sent, Chase could not pay my insurance premium. The Chase agent also told us it would take 60 days to register a new entity into their " system ''. My insurance agent told the Chase representative that she was sure her brokerage and the insurance company was in the system as she had other clients with mortgages at Chase who were escrowing their homeowner 's insurance and using the same insurance company. The Chase representative could not find any of these companies. My insurance agent and I spent several hours on the phone with Chase trying to resolve this issue. At this point my insurance was due in less than a week. I paid the insurance myself. I am now in communication with Chase to refund my monies escrowed for insurance and to stop escrowing my homeowner 's insurance. I was told that Chase would only refund my monies if I requested an escrow analysis. I am now being told that because this property is an investment property, Chase requires me to escrow the homeowner 's insurance. It is still not clear to me whether or when Chase will be returning the monies still being held in escrow for the XX/XX/2019 payment that I made myself.
Company Response: Closed with explanation

Timely Response

2019-05-08

Aspen Hill, MD

Closing your account

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

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-05-07

Vernon, WI

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-05-07

Pasadena, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with monetary relief

Timely Response

2019-05-07

Ballwin, MO

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2019-05-07

Succasunna, NJ

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-05-07

Bronx, NY

Closing your account

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

Company closed your account
Company Response: Closed with non-monetary relief

Timely Response