JPMORGAN CHASE CO.

2019-05-07

Nyc, NY

Other features, terms, or problems

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

Other problem
Complaint: In early XXXX my card were shut down of XXXX I wrote this letter but then I was just told to wait for 30 days To Whom it May Concern Recently all three of my credit cards were shut down by Chase due to too many requests for credit or review of credit and not enough credit information on file with the findings from XXXX. Too many requests for credit or review of credit Three of the inquiries were not me ( XXXX, XXXX and XXXX ). I have contacted XXXX, XXXX, and XXXX to have these inquiries removed, as well as filed a police report concerning identity theft. I have contacted all of the creditors involved and had them pull the applications on their end as well. Not enough credit information on file When I asked a Chase customer service representative to provide more clarification on this I was asked why didn't you open a line credit before XXXX when you were more than able too. Prior to XXXX I did not have a bank account with Chase. I waited until I had a steady job to start my line of credit responsibly. Being guided by a Chase banker I was told that it is never too late to start building credit. At the time I was an authorized user on several credit cards. I was advised by Chase bankers to open a Chase Freedom card, and later a Chase Sapphire card, both of which I was approved for. After accumulating some debt, a Chase banker encouraged me to open a Slate card to do a balance transfer ( which was later denied ). I followed the guidance of the staff and bank I trusted to build my credit with. I have never missed a payment and I always pay well above the minimum to minimize my debt as much as possible. In regards to my payment activity card ending in XXXX the minimum payment is {$56.00}. I have paid well above the minimum multiple times in amounts as high as {$1600.00}. Card ending in XXXX the minimum payment is {$79.00}, and I have been applying no less than {$120.00} per month to the debt. In the past two months I have paid {$1000.00} each month. Card ending in XXXX the minimum payment is {$25.00}, of which I have paid increments of {$100.00}, {$600.00}, and {$200.00} recently. At the current rate, I plan to repay each card in its entirety within the next four months. These are not the patterns of a high risk individual. I believe that my credit usage is actually lower than XXXX reports. XXXX also reported that with my credit score and payment history I have only an 8 % risk of becoming delinquent in the future. I have been a loyal Chase customer, and have been diligent and responsible with my finances. I have fixed the anomalies and am requesting a second review to restore all three of my credit card accounts. Thank you for you time and consideration. After this my cards were reinstated but I was forced to use my points. After I contacted all the credit bureaus got my police report. Clearing me of all the inquires I didn't do. On XX/XX/XXXX I sent this correspondence by email and received a response. Hello We understand your concern about your account and will be more than happy to help you. I have forwarded your message to the appropriate department for review and you should receive a response within six business days. If you require immediate assistance, please contact the number listed below and either myself, or one of my colleagues will be able to assist you. For your convenience, we are available to assist you 24 hours a day. We appreciate your business and thank you for choosing Chase. Thank you, Ratish Chase Email Servicing XXXX Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- XXXX To Whom It May Concern, Recently my card were closed do to too many Inquires which weren't done by me. Later it was rectified through a very stressful month of calling creditors, credit reporting agencies and living off my debit card only. I had to postpone my plans to move across the country, start school and traveling for family events. I was forced to use the points before my second review was started or else they would expire. This was upsetting to say the least I saved those point for flights and planned out my travels. I am grateful that my cards were reinstated it still took a toll the prices of the flights have risen in price now i have to re-plan and restart my plans. At this point I have none of the points I strategized with. I was wondering if it would be possible to get double or even triple XXXX points as compensation for the stress me an my family were put through.Also so I can get the flights and get back on track with my original plans Chase has been an upstanding financial institution I opened my first credit card and have been a loyal customer since XXXX. The situation is dire, it has left me with an uneasy feeling. I would appreciate any form of communication to help rectify this matter my number is xxxxxor or email xxxxxx Warm Regards This was the response I received a month later Hello We realize this is important to you and are sorry for the inconvenience this may have caused you. XXXX I certainly understand your concern, I know this is frustrating that you account was closed. I am glad that we were able to reinstate your account. Regrettably we are unable to award compensation because your account was closed and reinstated. I know this is not the outcome you expected. I apologize for any inconvenience this has caused. We understand this is important to you and thank you for your patience. We value your relationship with us. Thank you for choosing Chase. XXXX Chase Email Servicing
Company Response: Closed with explanation

Timely Response

2019-05-07

Long Island City, NY

Other transaction problem

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

Complaint: On XX/XX/2019 I made a payment to my friend for {$140.00} via the XXXX ( XXXX ) payment service offered to all Chase customers within the Chase Online Banking app. I then texted my friend to make him aware of the incoming funds, to which he replied that he no longer has a bank account set up to receive the funds. This was a surprise to me as I've sent him funds in the past via XXXX ( XXXX ) but nonetheless, I called Chase to reverse this transfer, as the funds had already left my checking account. Chase told me that they would process this claim with XXXX, and that usually these cases take about 10 days, at which point I should see the funds credited back into my account. About 2 weeks later I called Chase to follow up, as I had still not received my funds back, and the Chase representative told me that there's nothing else they can do on their end, as the case has already been referred to XXXX and is now sitting with them. I wrote down the case number and called XXXX, and the XXXX representative told me that they only provide the framework and system to Chase for use by their customers and are not liable for any of the funds. Furthermore, they told me that they can not provide any information as to the cases status because its confidential ( even though it's my own case and my funds ). They told me to contact Chase for more information as they are my financial institution and would have the answers. I called Chase back again and they told me yet again that the case has not been decided on yet by XXXX and that Chase is doing me a " courtesy '' be filing a claim for reversal of these funds. I told Chase that as my fiduciary and financial institution it's their responsibility to ensure my funds are safe and are handled in a timely manner. The people at Chase felt they had done more than enough already and told me they could not do anything else at the moment. At this point, about 4 weeks have passed since my initial claim ( they originally told me it would be 10 days ). Now today, over 6 weeks since I initially called Chase, I contacted Chase yet again to ask where my funds were and they gave me the same response, that when the claim has been decided on they would credit the funds back to me. I explained to them that my funds are their responsibility and I asked that they credit my account temporarily for the {$140.00} until the decision has been made ( as they do with other claims regarding debit and credit card charges ). The lady told me they couldn't do that because the money is not their responsibility and is XXXX 's. I explained to them that XXXX is merely a service that Chase offers to its own customers, and that it's Chase 's obligation to ensure smooth operation for their customers. I explained that it is their duty to ensure customer funds are safe and secured and any money transfer services offered on their platform and app are their responsibility as well. The representative once again denied culpability and again told me that I'd have wait until this is sorted out on XXXX 's end. I advised her that if I'm not credited the {$140.00} within 24 hrs I will terminate my relationship with them and file a complaint to the CFPB, to which she did not respond at all. I then hung up.
Company Response: Closed with explanation

Timely Response

2019-05-07

Canaan Lake, NY

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Company Response: Closed with explanation

Timely Response

2019-05-07

Las Vegas, NV

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: -XX/XX/2019Unauthorized credit card payment of {$7800.00} issued from my XXXX XXXX XXXX account to XXXX XXXX as below. Electronic File Trace Number : XXXX Remit Account Number : XXXX Payment Date : XX/XX/19Payment Amount : {$7800.00} Payee Routing Number : XXXX Payee Bank Account Number : XXXX - XX/XX/2019Unauthorized credit card payment of {$2300.00} issued from my XXXX XXXX XXXX account to XXXXXXXX XXXX Credit Card as below. Electronic File Trace Number : XXXX Remit Account Number : XXXX Payment Date : XX/XX/19Payment Amount : {$2300.00} Payee Routing Number : XXXX Payee Bank Account Number : XXXX
Company Response: Closed with explanation

Timely Response

2019-05-07

Glendale, CO

Fees or interest

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

Problem with fees
Complaint: Credit card account through Chase bank ending is XXXX have charged me an annual fee of {$450.00} with a credit card limit of {$1500.00} on XX/XX/2019. This is a violation of the CARD Act of 2009. Called and they will not remove the annual fee.
Company Response: Closed with explanation

Timely Response

2019-05-07

Gloucester City, NJ

Struggling to pay mortgage

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

Company Response: Closed with explanation

Timely Response

2019-05-07

Arsenal, PA

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 non-monetary relief

Timely Response

2019-05-07

Durham, NC

Closing your account

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

Company closed your account
Complaint: On XX/XX/2019 Chase Bank closed 4 credit card accounts I had previously opened with their company. 3 or these credit card accounts were personal credit cards and 1 was a business card. My Chase credit card accounts were all in good standing at the time of their closure ( low balances, always paid on time, etc. ). I received no prior warning from Chase of any kind that they had an issue with any of my accounts. ____ Chase mailed a single letter ( dated XX/XX/2019 ) as notice for all 4 affected credit card accounts that stated " After careful consideration, we closed your credit card accounts on XX/XX/2019, because our affiliate is ending their banking relationship with you. '' No other details were provided. Chase refuses to provide any assistance over the phone until you are in physical possession of this letter. ____ On XX/XX/2019 I called the phone number listed on the letter ( XXXX ) and was told that they could not provide me with any additional details related to the closures. I was then told to contact a separate Chase department - the Chase Executive Office. ____ XXXX XX/XX/2019 I called the Chase Executive Office, who said they would open a case and notify me with the results within 7-10 business days. On XX/XX/2019 someone from the Chase Executive Office left me a voicemail, but only to say that they still could not provide me with any additional details related to the closures. ____ Shuffling customers around between different internal teams at Chase, building in significant delays at different points in the resolution process and refusing to provide additional information relating to customer issues all appear to be part of a company strategy to prevent customers from having their concerns addressed in a timely fashion.
Company Response: Closed with explanation

Timely Response

2019-05-06

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

2019-05-06

Coachella, CA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2019-05-06

HI

Fraud or scam

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

Complaint: On XX/XX/XXXX or XX/XX/XXXX, I received a voice mail message from an alleged computer repair company, telling me if I didn't contact them that day, another year 's subscription would be charged to my credit card, of {$290.00}. I've signed up with these companies in the past, so it was possible that they were legitimate. I called them ; they said I had a {$200.00} refund coming. They asked for me to allow XXXX access on my computer so they could do a final " repair '' of my computer and delete all the viruses, etc. I'd done this before with other companies, so I allowed it. They said they couldn't credit the {$200.00} to my credit card so I allowed them to credit the {$200.00} to my checking account. During that process, " accidentally '' the sum of {$20000.00} had been deposited into my checking account by their company instead of {$200.00}. I was shown the sum which was actually in my checking account. The man I was talking to, XXXX, phone number XXXX, said there was a mistake and asked me to go to my credit union and wire them {$19000.00}, to JP Morgan Chase Bank, to the name of XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, NY, XXXX ; Account No. XXXX because they had accidentally overpaid me from the {$200.00} they said I had coming. I did so. All this time, over about a week 's interval, the company XXXX allegedly worked for was supposedly working on my computer ; I was asked a number of times not to get on it while they were working on it, and a couple of times I was told I could get on it but not to do any banking because my security software wasn't up to date, which was true. So I never checked my savings account. The first wire transfer was XX/XX/XXXX, for {$19000.00}. On XX/XX/XXXX, XXXX called me again and said his company had made another mistake and had accidentally paid into my checking account two deposits of {$20000.00} each, which amounts should have been paid to another of their creditors. He again showed me the page in my checking account on the computer and sure enough, two deposits of {$20000.00} had been made in my checking account. He asked me to again wire transfer to JP Morgan Chase the sum of {$39000.00}, which was done on XX/XX/XXXX. I still have the wire transfer documents, if that will be of any assistance. All this time, they were using XXXX to access my savings account which contained over {$64000.00} ; they were transferring MY money in {$20000.00} increments into my checking account, making it look like THEIR money was being deposited into my checking account. On XX/XX/XXXX, I looked at my bank accounts and discovered that {$60000.00} was missing from my savings account and those were the three deposits of {$20000.00} that had been transferred from my savings into my checking account. I texted XXXX and he said he would check into it and get back with me. I never heard from him again, naturally. I went to my bank ( credit union ) and told the lady what had happened - she was the person who did the wire transfers for me. She tried to retrieve the money that was transferred but was unable to do so. She closed my accounts and gave me what was left in a cashier 's check. I called JP Morgan Chase who called me a couple of days later and said since I had voluntarily wired the money, and the account was closed, there was nothing they could do. It seems to me that if someone has an account at a bank, and that account is used for theft, that the account holder should be held responsible. If the account holder can't be held responsible, it seems that the bank should be held responsible for allowing money to be stolen from innocent people. Of course, all of this is done over the phone so there's no way to verify the truth of what I'm saying - all I have is my word. None of the texts are incriminating. I've tried to contact an attorney about this, since my research indicates a Regulation E which may cover my losses to some extent, but have had no luck contacting an attorney yet. I'm still working on this. I was also contacted the same day I discovered the transfers from my savings account by someone named XXXX XXXX, who claimed he was with the FTC and would be able to get my money back for me. He gave me a complaint number, which was nothing like the complaint number I got when I filed a report with the FTC. His number is XXXX. I called the FTC and left a message to try and confirm if this person actually worked for the FTC, but I never received a call back. I filed a police report, also, and the police told me not to speak with anyone else about this matter if I couldn't verify who they were. I've also talked to the FBI. So far, no success. I'm still praying that I will get my retirement money back so I don't have to go back to work. I'm XXXX years old, and this is my living money - I need it back! If I have to file suit, I will do so.
Company Response: Closed with explanation

Timely Response

2019-05-06

Arsenal, PA

Fraud or scam

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

Complaint: My Name is XXXX XXXX and I have been using XXXX ( XXXX XXXX ) for almost 4 years. I have my Chase bank debit card and account number linked to this app. I have never had any problems using this money transfer app. I send my roommate ( XXXX XXXX ) my portion of our house bill via XXXX XXXX every month. However, On XX/XX/2019 around XXXX, I tried transferring my portion of our bills ( {$380.00} ) to XXXX XXXX via XXXX XXXX. I opened my XXXX XXXX account, l went to recent activity, I selected XXXX XXXX name, which was on top my recent activity list, and I sent the money. He accepted it right away ; He replied with a thumb up. On the following day, while I was at work, my roommate, XXXX XXXX called me and asked for my portion of the bill. I told him that I had sent the money yesterday via XXXX XXXX, I told him that he even replied with a thumb up. He said, " let me check, I don't think I received any money or replied to you yesterday. After checking his XXXX XXXX account, he said to me that he did not receive the money. I opened my XXXX XXXX account and checked the transfer. I realized that there were two XXXX XXXX accounts. I knew right away that I was scammed because I have only been sending money to one XXXX Account. I realized that someone created a fake account using my roommates information. The Scammer also appeared on my recent activity list, which I could not understand. I was confused and wondering how could his be possible. So, I contacted my bank, Chase Bank right after I got off the phone with my roommate and told them not make payment to the transfer. I explained to them the whole problem. The Fraud Specialist told me that they couldnt stop the payments or investigate the matter. I would have to contact XXXX XXXX and tell them to initial a dispute. I emailed XXXX XXXX ( XXXX XXXX ) and told them everything. They told me that they are XXXX XXXX is unable to initiate disputes with a customers bank on their behalf. After making several phones calls to Chase Fraud department and exchanged many messages with XXXX XXXX support group, both companies made it clear that they were not going to investigate my case. So, I did XXXX all weekend ( XX/XX/XXXX,XX/XX/XXXX, & XX/XX/XXXX ) to pay my portion of the bill. I made XXXX and I added other money that I had in my Chase account. I went to my XXXX XXXX account, this time I was more careful, selected the right XXXX XXXX account, I transferred {$380.00} to his account. I was confident that this time he would get the money. Also, I had transferred {$20.00} to XXXX XXXX via XXXX XXXX on XX/XX/XXXX and it was successful. Unfortunately, the money went to the scammer. This was more confusing, because I selected the right account. I contacted Chase Fraud right away and XXXX XXXX. Both said they could not help. I lose a total of {$770.00} ( {$380.00} * 2 ). I will close both accounts as soon as I get my money back.
Company Response: Closed with explanation

Timely Response

2019-05-06

Riverview, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-06

Oxford, GA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: In XX/XX/2018, Chase Bank internally misapplied my mortgage payment and put it toward principal instead of the payment. That caused them to think that I was late on my payment which then caused them to contact me about it. I have always had my mortgage payment set up on a recurring auto draft from my checking account with XXXX XXXX and therefore am never late. I informed them I hadn't changed anything and wasn't late. Different customer service people continued calling me for several months and I continued stating the same thing and eventually one of them finally actually researched and found the mistake which was in fact that Chase had misapplied my payment and it was an internal error and opened a research request to have it fixed. However, they continued to call me and I would have to repeatedly explain myself over and over and over. This went on for months. In the midst of all of this, my property taxes increased which caused my monthly payment to increase so I went onto my online banking auto draft and updated the amount. However, somehow, it also turned off the recurring auto payment without my knowledge. So in XX/XX/XXXX and XX/XX/XXXX, I was in fact late due to my auto draft accidentally being turned off. But when Chase called to tell me I was late ( yet again ), I informed them that it was their mistake as I had been telling them and to research it and to pleaseeeee get it corrected. But it was actually late. But because of the headache that had been going on for months due their mistake ( which they have admitted and finally corrected ) - I ignored the calls. Then, I happened to be on my online banking account and discovered the issue and of course immediately turned auto draft back on and caught up on the 2 actual late payments. Again, all of this confusion occurred due to Chase 's initial mistake and their horrible customer service, lack of follow through on research requests to correct the misapplication of payment, etc. Now, I am trying to apply for a new mortgage and because of this chain of events - i am not able to get approved because of this late payments. I have opened ANOTHER Credit Amendment Dispute because the last one was denied but this time, I did actually get a helpful customer service representative on the phone who researched and said himself that it is clear that this not -- normal for me late occurrence was " due to the initial misapplication of my payment back in XX/XX/XXXX at the fault of Chase - not me - which put everything out of wack. '' I need these late payments removed from my credit report under these unique circumstances. I have tried and tried and tried to get this resolved with Chase with no success and that is why I feel I have to come to you as a last resort. I even went in to a Chase Bank local office trying to get help since every time for months, different people would contact me and no one would ever know what was going on and I would have to educate yet another person that they misapplied the payment and sit on hold for forever while they learned about the case - but the local guy wasn't allowed to help me nor talk to a XXXX customer service rep on my behalf. I just wanted one dedicated individual that could help me get it fixed and they couldn't even deliver that level of customer service which is so disappointing and has been incredible frustrating. They also reported a {$17000.00} " charge off '' on my credit report for a credit card that wasn't even in my name and was not mine! I am waiting for that to be corrected right now as well. They said since I was an authorized user on the account ( which was fraud, I am not an authorized user for anyone ) that I wasn't financially obligated for the debt and that it shouldn't have been reported on my credit score - yet it is. Working to fix that too. Such a nightmare. Please help me since my repeated calls to Chase aren't working and haven't for the last year. Thank you so much for your time!
Company Response: Closed with explanation

Timely Response

2019-05-06

Memorial Square, GA

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

2019-05-06

Stamford, CT

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-06

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2019-05-06

Bronx, NY

Incorrect information on your report

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

Information belongs to someone else
Complaint: Chase Card was reported on XX/XX/2019. However, fraudulent application have been submitted my identity without my consent to fraudulently obtain services. Do not extend credit without verifying the identity of the applicant.
Company Response: Closed with explanation

Timely Response

2019-05-06

Canaan Lake, NY

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2019-05-06

New Orleans, LA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: Ive had to ask CFPB for assistance with JP Morgan Chase before. Im going through a very volatile divorce. On XX/XX/2019 my ex husband stole my wallet and my phone. He made a purchase of {$510.00} on the XX/XX/XXXX. On XX/XX/XXXX he made purchases of {$29.00}, {$30.00}, and withdrew {$1000.00} from my bank account. Chase refunded the {$510.00}. However they are refusing to reverse the rest of the charges stating that the signiture looks similar and he used my debit card. They even we so far as to say they dont know who should let him withdraw money with a XXXX id. I dont know either but it was not me and I need my money back. They insisted they sent me letter. I received a secured message a week after they told me they denied my request and they are refusing to allow me to appeal the decision.
Company Response: Closed with explanation

Timely Response

2019-05-06

Brooklyn, NY

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Complaint: I Purchase is an airline ticket on XX/XX/XXXX and it was XXXX dollar but the I realize it was the wrong airport so I called right away to cancel the ticket and since it was before 24 hours so I could cancel it and get a refund which is what supposed to post in my account in 5 days and on XX/XX/XXXX I got the money back so I purchase another airline ticket with the same money that I got back but it was XXXX dollar and the money was taking out of my available balance on XX/XX/XXXX but it was saying pending on the statement but it was out of my available balance already on XX/XX/XXXX the XXXX dollar Was taking again out of my account but showing in my account as it was only one charge .. and I am not even able to see the first airline ticket or the refund on my statement because they said it was dropped charge like it was never happened but it did happened..thats not the first time this happened it did happened before but I usually get the money back after the weekend on Monday but this time no it did got back .. I tried calling them and they explaining but they only say one thing.. I dont see it on the statement.. so why I cant see my purchase for the first airline ticket that it was refunded.. this is my money and I am supposed to see all the charges I made and the refund on my account.. I am missing XXXX dollar from my account which is got Disappeared from my bank account and I need to get this money back I dont know what to do
Company Response: Closed with explanation

Timely Response

2019-05-06

Brooklyn, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-05-06

Lexington, SC

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

2019-05-06

Berkeley Lake, GA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-05-06

Ft Belvoir, VA

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: On XX/XX/2019 a charge for {$1700.00} appeared on my Chase credit card for a purchase that Chase reported as " XXXX XXXX XXXX ''. I did not make or authorize this charge. Accordingly, I contacted Chase on XX/XX/XXXX or XXXX, immediately after I noticed this fraudulent charge on my account. Chase 's response was to initially investigate the charge, and because I am in the process of buying a house, I went ahead and paid the charge just so it did not show a balance and potentially affect my credit rating while I was being underwritten for a home mortgage. Chase then credited the charge back to me, and I thought that Chase had properly determined that the charge was fraudulent. However, when I called to have the money that I had paid be transferred to another credit card at Chase, Chase indicated that the charge was still under review and that the extra money I paid was stuck in my credit card account. Then on Friday, XX/XX/XXXX, Chase called me in the afternoon while I was at work, and told me that they had to debit the charge back to my account, because their research showed that I had used my Chase credit card with XXXX when I flew the airline last summer. I did in fact fly XXXX last summer, but I never authorized {$1700.00} charge that appeared on my account many months later, this past XXXX. Chase tried to tell me that this was a disputed charge and the issue was with me and XXXX. In my conversations with Chase, as summarized above, Chase kept me on the phone for hours and kept bouncing me back and forth between their fraud department and their disputed payments department. I had to talk to one Chase " investigator '' who was supposed to ask me some important questions. He asked me if I had a membership of any sort with XXXX or if I had authorized this charge. I reiterated no to both questions, as I had indicated many times to many people with whom I spoke at Chase. He then tried to call XXXX to ask them about the charge, and after keeping me on hold 15 or 20 minutes, he got back on the phone with me and said that XXXX unfortunately couldn't be reached. He never volunteered to have Chase call XXXX during normal business hours. He basically just tried to kick the liability back to me. Finally, on Friday afternoon, another Chase agent said she was submitting my " case '' to the " rebill '' department because Chase would have to further " investigate '' and potentially " rebill '' the transaction. The agent said this might take 30 days. The whole handling of this case amounts to Chase trying to concoct a reason to get off the hook for a fraud charge, for which Chase is clearly liable. I never bought an upgrade for XXXX this past XXXX and somehow someone else used my card number to do so. Chase is trying to say that this is some sort of a special circumstance because I used my credit card with XXXX last summer ; but the fact of the matter is Chase can't prove where the person who made the charge ended up getting my number. For instance, that fraudster could have been a restaurant where I used the card. Or it could have been some online source. For Chase to try to categorize this as a dispute and run me through the ringer on a major fraud charge is terrible. Now it is Sunday XXXX on XX/XX/2019 at XXXX XXXX ET and I just got off the phone with a Chase representative. This representative reconfirmed the above, which is that Chase refuses to call this charge a fraudulent charge. The Chase agent called it a disputed charge. This is criminal mis-categorization of a charge that was clearly fraudulent because I DID NOT MAKE THIS CHARGE. Chase is absolutely stepping on the consumer and trying to weasel out of its obligation. Moreover, this is clearly a policy and process at Chase, which means that it is being repeated over and over again, trying to weasel innocent consumers out of a cumulative of millions of dollars. I recommend a full scale investigation and the imposition of significant fines for this practice, similar to what was leveled on Chase for its many mortgage transgressions over the last decade. I have spent countless hours on the phone trying to resolve this with Chase and now I have had to spend more time summarizing this egregious episode with CFPB. Chase should be liable for compensating me for the time that I have had to spend to get my money back.
Company Response: Closed with monetary relief

Timely Response