JPMORGAN CHASE CO.

2019-05-02

Bellaire, TX

Closing your account

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

Can't close your account
Complaint: On XX/XX/XXXX at XXXX I contacted Chase to report my card stolen. It was a bit unusual as the entire system is automated for a lost card. I navigated through the system, confirmed the last charges on the card were accurate and then was told replacement cards would be sent out via mail and I should receive them in a few days. The number I used to contact Chase was XXXX XXXX XXXX XXXX. I went out of town last week and returned yesterday. Unfortunately the new cards had not been sent. Upon calling Chase this morning I found out that they had not cancelled the account and had no record of my call to the automated system. I requested that this should be looked into further as the system appears to not have worked, leaving myself and my credit score unprotected for 13 days. I'm not expecting payment, just the assurance that the bank is actually protecting my information and credit with due diligence.
Company Response: Closed with explanation

Timely Response

2019-05-02

Andersontown, PA

Fees or interest

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

Unexpected increase in interest rate
Complaint: THIS CASE IS NOT RESOLVED XXXX
Company Response: Closed with explanation

Timely Response

2019-05-02

MA

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I used my online account at chase.com to send a payment via Chase QuickPay/XXXX, and Chase capriciously decided not to authorize the payment and then called me three times for " fraud protection. '' Two representatives claimed they would authorize the payment. Instead Chase blocked my access to my account and demanded that I go to a branch to authenticate myself. The nearest branch is 12 miles away, and I should not have to travel 24 miles round trip to be able to access an account I opened online when I lived in another state. I haven't been to a Chase branch in many years. I demanded Chase close my account and send a check for the balance to my address on my file, and Chase refused! How can Chase refuse to send me my money to my address on my file? How can a bank demand I travel 24 miles to access my account? Blocking access to a consumer 's funds for NO LEGITIMATE reason is outrageous. How can Chase hold my money hostage for no legitimate reason?
Company Response: Closed with explanation

Timely Response

2019-05-02

Boise, ID

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2019-05-02

Simi Valley, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-02

Hollywood, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-02

Houston, TX

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: On the evening of Wednesday XX/XX/XXXX, my personal PC notified me that there was an infection. My computer was slow sluggish with multiple processes active that I had no idea about. The infection allowed remote control of my pc. I did my very best to use whatever software I had to help clean the infection over the next few days days. On Thursday XX/XX/XXXX, my personal email address that I use for multiple account was flooded with thousands of emails per hour. This was a red flag. Also on XX/XX/XXXX, my XXXX account was compromised and there were 2 orders placed that were unauthorized as claimed by XXXX. 1 was a a gift card for {$50.00} to an unknown person and email address. The other was an item purchase ( {$34.00} ) that was sent to myself as a cover up. XXXX has addressed the item for {$39.00} claiming it was unauthorized but not the purchase of the gift card. This all was discovered that night. Also on XX/XX/XXXX, my Chase account was accessed and sent a {$500.00} quickpay transaction and tried to spoof it according to my 2 other quickpay historical transactions. I send money on rare occasions to my fiance. The hacker used the same name but instead of sending it to her email ( linked to her chase account ) like I typically do, it was sent to a random phone number. I noticed the transaction with an alaert on Sunday XX/XX/2019. Chase took immediate action, refunded my money and investigated. I had a fresh install of XXXX on XX/XX/XXXX to remove any last traces of an infection. On today XX/XX/19 I discovered that Chase did a reversal of the money and withdrew that {$500.00} back out of my account. At no time did a Chase representative call me to ask me my story during their investigation. I went to a branch to see what they could do. They claimed that the transaction came from my same IP address. This would make sense seeing as my computer had been compromised and remotely accessed. What Chase is not considering is that the hacker had access to my computer and made transaction while I was not at it. I will ask them for times associated with the transaction and will use my XXXX location history to prove I was not indeed at my computer at those times. I am in the middle of submitting a reclaim with chase and providing documentation to support it. I have since increased my security, changed all my passwords, had chase issue a debit card and put XXXX security on all my accounts.
Company Response: Closed with monetary relief

Timely Response

2019-05-02

Louisville, KY

Fraud or scam

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

Complaint: XX/XX/XXXX was virus on my computer and number pop up to call .I called the number and end up bein hackers .So they log in to my computer, then to my bank account and they mad me transfer {$89000.00} to their account # XXXX and routine # XXXX.This was happen around XXXX XXXX .At XXXX I called chase wire transfer department and they gave me case # XXXX # XXXX .So I believe it is chase mistake waiting until XX/XX/XXXX then they send hold harmless letter to XXXX XXXX .I tried to call chase wire transfer almost every week but they do not gave any specific answer.
Company Response: Closed with explanation

Timely Response

2019-05-02

NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: On XX/XX/XXXX, Chase Bank closed all of my personal credit cards and also informed me they will be shutting all of my personal bank accounts on XX/XX/XXXX. I have been a Chase customer for over 25 years and have never been delinquent on any loan and have always maintained all of my accounts in good standing. This decision caught me completely off guard and to make matters worse, when i called Chase and asked them why they are doing this to me, they refused to give me a reason other than " its a bank decision ''. This is no way to treat a customer and it has created a tremendous burden on me and my family. My credit score has also been affected because of my credit cards being shut down.
Company Response: Closed with explanation

Timely Response

2019-05-02

Hialeah, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-05-02

Atlanta, GA

Other transaction problem

Money transfer, virtual currency, or money service: Virtual currency

Complaint: On Wed XX/XX/1920, XXXX XXXX initiated a payment from his XXXX XXXX to XXXX XXXX XXXX Chase Checking Account via XXXX. The transaction was an on-line transaction ( not mobile ). The account number for the Chase Account was missing ONE DIGIT. As soon as we realized the problem, we called XXXX and were informed ( twice ) to NOT worry, the transaction would fall to a bad account and never complete. After a few days without getting the $ back, we contacted Chase Bank and realized the bad account number that was entered on-line was actually a valid personal checking account number. At first Chase offered to assist us but then called informing us that there was absolutely nothing they could do. Chase would not re-route or transfer the money to the original or correct account! Chase would not reach out to the account holder in any way. They did call the bank branch in Michigan, but the branch would also NOT agree to contact the inaccurate account holder. Chase claims they were bound by privacy policy and could not let the account holder know the money was incorrectly deposited into their account. Can you imagine if Chase had made this mistake into your account!?!? There was no name validation or any other validation of any kind. We also contacted XXXX BXXXXnk multiple times. XXXX XXXX would not even try to assist us like Chase did. XXXX and Chase Bank BOTH offered a manager to call us back but neither one ever followed up with the promised phone call!!!! Chase Bank Bad Account ( missing the '1 ' ) AN XXXX RN XXXX Chase Bank Good Account AN XXXX RN XXXX XXXX AN XXXX RN XXXX
Company Response: Closed with explanation

Timely Response

2019-05-02

Mount Holly, OH

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Complaint: I have a savings account with a balance of {$590.00} which I opened in 2002. Apparently because the account was not set correctly in their system, I'm not allowed to withdraw funds.
Company Response: Closed with explanation

Timely Response

2019-05-02

Copiague, NY

Closing on a mortgage

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

Company Response: Closed with explanation

Timely Response

2019-05-02

Bronx, NY

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-05-02

Church Point, LA

Problem when making payments

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

You never received your bill or did not know a payment was due
Company Response: Closed with explanation

Timely Response

2019-05-02

TX

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 purchased a bluetooh headphone in XXXX XXXX 's in-flight store as I traveled on one of their planes. I received the item near the end of the flight as passengers were disembarking, which was not an issue as I was not planning on using it while on the flight anyways. Upon returning home and opening the item, I discovered that it was defective, such as headphones not connecting, sound only coming out of one or the other ear, sound having lots of static. These issues were consistent when using the headphone on multiple devices. I attempted to reach out to the merchant, but from my research my understanding is that the airline is based in XXXX and their main call center is in XXXX. I endured long wait times ( 40 minutes - 1 hour+ ), and got XXXX speaking representatives. I would have to hang up and call again to try and reach an English speaking representative. When I finally got in touch with one I was simply told that their policy does not allow returns. This is in contrast to US consumer protection laws and Visa 's card processing guidelines. Clearly in XXXX a costumer should be able to receive a refund for a purchased item that is defective. It is under these circumstances that I reached out to Chase and initiated a dispute. I gave them the same explanation and context that I had made multiple attempts to work with the merchant and was not given a resolution. A summary of the next events : XX/XX/XXXX : Chase digitally sends a letter from the merchant with an email address and XXXX phone number for me to contact them for resolution. I was told this letter would be under my statements but did not find it there. Around XXXX : XXXX, a Chase representative, gets back in touch with me and ask me to try looking for the letter in different areas of their website. After trying several different areas of the website I found the letter. I explained my concern that I had already tried calling the merchant and did not get a resolution. I asked if the merchant does not respond, does that give me grounds to continue with the dispute, and if so what is the last date to continue the dispute? XXXX answered affirmatively that certainly if the merchant is non-responsive then we can continue with the dispute, with the deadline being XX/XX/XXXX. XX/XX/XXXX : I email the merchant at the email address provided to me and explain I am looking for a resolution. The merchant does not reply. XX/XX/XXXX : XXXX calls me again and I explain that the merchant has not replied to my email. XXXX provides me with a Chase email address to forward my email to her as evidence. I comply with her request exactly as she states. XX/XX/XXXX : Today, XXXX called me and informed me that she received the email I sent her that she requested. However, because I made this purchase in-person, I had the opportunity to inspect the item and thus I did not have the right to dispute the charge. That reasoning does not sound valid to me. There are millions of in-person purchases each day. Especially with electronics, even if you purchase it in person you may not be able to confirm that it is working. If I purchase an video game console, would I demand that the merchant allow me to connect it to their TV and electric outlet in order to test that it is in good working order? In my case, I made this purchase in-flight near the end of the flight. Many times while in the air we are instructed to put our phones away, and I had no intention of using this new item while on the flight. I have never been instructed to verify the condition of an in-purchase item, otherwise I would lose my right to a refund. When I asked XXXX which specific Chase policy/guideline stated that I had to inspect an in-person purchase otherwise I would lose my right to a dispute, she said it was not a Chase policy/guideline. I then asked XXXX since it is not a Chase policy/guideline, it must be a Visa policy and asked her to identify which specific policy it is. XXXX said she can not tell me which policy it is but that I am free to look it up myself. This is contrary to every experience I have had with disputes. Banks are not prevented from telling their cardholders Visa 's policies as those are the policies that they must follow. In fact the opposite is quite true. Banks must be transparent about the Visa policies that they are beholden to and must follow. It appears that perhaps a mistake was made by XXXX, and after I provided her with the email she did not continue with the dispute as she should have. Now that the deadline is passed she is unable to continue the dispute and has to find a reason to reject my dispute. Under Visa guidelines there are time limits to when a costumer can seek a dispute for a resolution. I have worked with XXXX in good faith to resolve this and provided all the information she requested in the time frames she has requested them. I have upheld my responsibilities as the cardholder and customer, and XXXX while acting as Chase 's representative did not.
Company Response: Closed with explanation

Timely Response

2019-05-01

Merrick, NY

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with non-monetary relief

Timely Response

2019-05-01

Fresno, 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
Company Response: Closed with explanation

Timely Response

2019-05-01

Far Rockaway, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-05-01

Henderson, 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

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

Timely Response

2019-05-01

Flushing, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-05-01

Epworth Heights, OH

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-05-01

Centennial, CO

Problem with a purchase shown on your statement

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

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

Timely Response

2019-05-01

Cutlerville, MI

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with monetary relief

Timely Response

2019-05-01

New Orleans, LA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response