JPMORGAN CHASE CO.

2019-04-21

CO

Fees or interest

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

Problem with fees
Complaint: XX/XX/2018 We were sent a statement on our credit account on a card issued by Chase bank. It was a XXXX XXXX card. We had not used the card in over a year and had received no statements in about 12 months. The statement received showed a balance of {$96.00} for an annual fee. Not having used the card we saw no sense in keeping it. I called Chase bank and asked them to close the account and cancel the cards, which I was told they would do. About a week later I received an acknowledgement that the account had been closed and there was still a {$96.00} balance. I wondered why I would be charged for and annual fee if I had not asked to renew in the first place. Plus I was receiving no service from Chase for that year though if they wanted a reasonable amount about for 2 or 3 weeks service, I would consider that. I day or 2 after that cancellation I received a statement showing a {$15.00} late fee on top of the {$96.00} fee that I thought in all fairness would be pro-rated. I called and spoke to someone in the credit department and asked that these fees and a reduction be considered. I received a letter from a " senior service specialist " saying that the {$25.00} annual fee was assessed in XXXX of 2018 ( news to us as we received no correspondence ) and was considered valid. The annual fee was {$96.00} and the late fee was {$15.00} so I had no idea what {$25.00} annual fee that they they were talking about ... I had confirmed that Chase had no intention of acting in good faith so I sent them a letter denying their " fees '' as invalid.. I told them that they should pay me that fee for the time and trouble that I had taken in attempting to deal fairly with this issue. I then told them that as we had not received any goods or services from them for the time that they wanted to charge us for, that we should just call it even and I would not respond to any further claims for payments that they had in no way a right to .. I get a statement every month showing more added late fees which also went to XXXX XXXX, who has been more than accomodating to Chase by zinging our credit scores each month. I will not tolerate Chase just charging me for something that I did not ask for or receive in full.. The {$25.00} " annual fee '' mentioned by the senior service representative at Chase would have been fine with me just to get rid of them, but they wanted {$96.00} plus lates fees and it goes on and on. I have related these events as best as my recollection and paper records can substantiate. A review of any of our credit reports clearly show that we are NEVER late on any payments, NEVER have been. It's only when we are grossly mistreated and cheated that we must defend ourselves and just say " no '' to their claims ... Thanks for your patience and understanding..XXXX & XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2019-04-21

Rochdale, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Complaint: My complaint is about XXXX - the largest shameless business giant which neither pays its taxes nor conducts ethical business with consumers. XXXX Sold me a camera ( Video Camera Camcorder XXXX XXXX XXXX ), together with XXXX XXXX XXXX XXXX XXXX XXXX XXXX-I Memory Card Up to XXXX, XXXX/XXXX on XX/XX/2019. The video camera costs XXXX and the memory card costs XXXX, a total of XXXX. I was trying to return the item and arranging return pickup repeatedly since XX/XX/2019, XX/XX/2019, XX/XX/2019, XX/XX/2019, XX/XX/2019, XX/XX/2019, and XX/XX/2019, respectively. I have attached all the pieces of evidence of those subsequent return pickup attempts from my end with this complaint. XXXX only refunded me XXXX claiming I was late in returning but in fact, I wasn't, but they are the ones who never really picked the item up as promised. I always kept the package ready for them to pick up but they either left the labels outside door or never even came. I complained to XXXX about this negligence again and again but they didn't do a single thing to rectify this repeated misbehavior. XXXX also sold me two different styluses. Each stylus turned out to be problematic and when I contacted back XXXX to inquire about the products, they told me that I don't need to return the original products and sent me replacements so I didn't bother further about returning and threw the originals away, but the replacements also turned out to be problematic for me. I purchased XXXX XXXX XXXX XXXX on XX/XX/2019, cost {$14.00}, which arrived with no user manual at all. I needed instructions on how to replace the tips or use it effectively and as I tried to change the tip, the product got wasted. I contacted XXXX informing about difficulty and complexity of using the product so they told me not to bother returning the original and promised to send me a replacement with a user manual this time but they broke their promise. Again I got the same item with no user manual. Before I got the replacement, I threw the original away since it got totally wasted and now that I only returned the replacement, they are saying it's my fault and I don't deserve a refund. I purchased XXXX XXXX XXXX XXXX on XX/XX/2019, cost {$29.00}, and after a while, it began to skip lines while drawing and turned out to be defective so just as XXXX XXXX XXXX XXXX, I contacted XXXX and XXXX made the same promises which turned out to be lies as well. I could only return the only available replacement since I already had thrown away the original and XXXX claims as before as always that it's my fault as well and that they treated me fairly each and every time. I have attached all the records on all the three items above with this complaint.
Company Response: Closed with monetary relief

Timely Response

2019-04-21

Burlingame, CA

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 ordered a chair from " XXXX '' ( by Chase debit card on XX/XX/2018, {$360.00} was charged to our Chase checking account ), but it took so long, so that we cancelled it. And the chair arrived on XX/XX/2018 and we refused and returned it and it arrived at the XXXX XXXX XXXX site on XX/XX/2018. The XXXX tracking number is XXXX. XXXX customer service is almost impossible to connect and we couldn't get the refund, so we claimed a dispute through Chase ( Chase claim # XXXX, # XXXX ). Chase finally denied our claim even though we provided a proof of return of the merchandise. They say within 30 or 60 days we couldn't provide it. I don't understand why how many days are important. The XXXX got the chair back, but I didn't get my money back!!
Company Response: Closed with explanation

Timely Response

2019-04-21

SC

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I had a mortgage with JP Morgan Chase and was in the process of a loan modification when my home was loss in a fire. I received a settlement check for {$190000.00}. I owed a mortgage balance of {$120000.00}. I have tried to get an accounting of the balance. I did not sign the check which was made out to me, JP Morgan Chase, and XXXX XXXX. I just want to know why my home was never rebuilt and who took the money.
Company Response: Closed with explanation

Timely Response

2019-04-21

Fort Worth, TX

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

2019-04-21

San Gabriel, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: I am XXXX member since XXXX. I am writing regarding my unpleasant reservation experience. I was trying to use my chase anniversary free night which was expired on XX/XX/XXXX, on my upcoming reservation. On XX/XX/XXXX, during the day I checked on my cell phone XXXX app and I found out that my free night was gone. Therefore, when I was available, at XXXX PDT local time, I called XXXX for inquiring the disappearance of my free night certificate. A female representative answered my call and stated that on her computer the free night which would be expired on midnight on XX/XX/XXXX was still available but I had to let her make my reservation via phone call since it was already gone on my end. Later, she asked me how I would like to use the free night. I answered I would like to use it but I have to look up my itinerary. In order to save her some time, I told her that I would look it up and call back soon. After 20 minutes, after my arrangement of my itinerary, I called that number again but this time it was picked up by another representative. I stated my request but he told me that the free night which I wanted to use was expired already. I restated the whole situation to this gentleman but he insisted that the free night was expired, no reservation could be made at the time. Then I was transferred to couple other persons -- one of them was a lady, saying that it was just A MISTAKE made by the first female representative, and emphasized that absolutely NO compensations offered such as discounted rate, bonus XXXX points, free night reissue could be provided under this circumstance. Then I requested to transfer to supervisor. After a long period of hold time, she asked me about where and when I would like to use the free night. I answered but she put me on another long period of hold. Finally, the supervisor named XXXX picked up, after my explanation of the entire situation, not only did the supervisor refuse to offer any help, but also he challenged me by interrogating me why do I make a last-minute reservation. During the call, he emphasized again and again that nothing from their end could help or do for me cause the free night was expired already, and that he had no idea why the first representative would guarantee my free night was still applicable. He took ZERO responsibility for such result but blaming me for my last-minute reservation. After knowing my desired hotel needed a free night or XXXX XXXX points to book, he at last offered XXXX XXXX points as a compensation, which DID NOT HELP AT ALL since this was not even worth XX/XX/XXXX of my original hotel points. As a long-term XXXX member, I am indeed disappointed at this quality of service, mainly for the following reasons. I called 3 times and answered by 5 or 6 different people. All the results I received varied from each other. The first call said I COULD use my free night but I had to let her make the reservation for me. The second call said it was expired already and NO compensation could be made. The third call said it was expired but could give me XXXX points. All the responses were inconsistent. Now I had booked my flights and arranged my schedule for the trip only because the 1st representative told me I could use it. But now I did not have the free night that I was supposed to have. It was a COMPLETE WASTE of my time and money. There are ambiguous rules about time zones. When I made my first call, it was XXXX at my local time, and the representative said even though it was over midnight at EST but it was available. But I called 20 minutes later it was not anymore. The supervisor emphasized that it was because when I made the first call the first customer representative COULD still see my free night at her end because of her time zone. But later when I made my 2nd and 3rd call the representatives COULD NOT see it because of their different time zones. Furthermore, I reviewed the terms and conditions of the free night redeem myself and DID NOT find any rules specifying what time zones I should be following to make my reservations. In sum, I found it EXTREMETLY DISRESPECTFUL AND CONFUSED by the vague rules and miscommunications between your dear representatives. It is the basic courtesy that the customer representatives help the customers with high-valued reservation and experience. But this last customer representative supervisor named XXXX highly violated this courtesy by interrogating me about my personal plans. When I stated that it was because of their miscommunication he refused to admit or take any responsibility. He blamed this all on the customer which I regarded as HIGHLY UNPROGESSIONAL. XXXX has always been my favorite hotel to stay, but this unpleasant experience has let me question about your customer service quality. I hope you can review this case carefully. I do not want to be sacrificed as the victim of your miscommunication among your unprofessional staff.
Company Response: Closed with explanation

Timely Response

2019-04-20

Boerne, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-20

Chester, VA

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2019-04-20

Wonder Lake, IL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XX/XX/19 I went to a Chase Bank branch to withdraw {$80.00} from a non-chase bank account using my XXXX XXXX debit card. After entering in my PIN number and selecting the withdrawal amount the ATM displayed an error and said to call Chase at XXXX. I called this number but they were unable to assist and referred me to my bank. Meanwhile, {$80.00} has been deducted from my checking account and my bank said it could take as many as 10 days to get it back after they dispute it. I have attached a copy of the receipt with the error message on it.
Company Response: Closed with explanation

Timely Response

2019-04-20

Detroit, MI

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2019-04-20

Temperanceville, VA

Identity theft protection or other monitoring services

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

Billing dispute for services
Complaint: XXXX allowed it venders to charge to my account item s which I did not order causing to go over the limit without notice it was reported the credit reporting with out notice or opportunity to pay overages no notice be fore the Hume was done the item I ordered some there was lot I did not order nor were on my order
Company Response: Closed with explanation

Timely Response

2019-04-20

Ft Lauderdale, FL

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: Chase Bank froze my funds and restricted my account without notifying me which has caused me to miss my rent payment. I have over {$1000.00} sitting in my checking account and I need to pay me rent. Chase is also threatening to close my account but they will not tell me why. I have spoken to several representitives over the phone and sat in the branch for an hour to try to see what the issue is.
Company Response: Closed with explanation

Timely Response

2019-04-20

Sierra Madre, CA

Other transaction problem

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

Complaint: On XX/XX/2019. Two fraudulent transfers were made from my JP Morgan Chase account ( ends with XXXX ). XXXX XXXX, 2019 XXXX with XXXX payment to XXXX XXXX XXXX JPMXXXX XXXX debit - {$750.00} XXXX XXXX, 2019 XXXX with XXXX payment to XXXX XXXX XXXX JPMXXXX XXXX debit - {$1100.00} We did not authorize the transfers and did not know who those recipients were. We closed Chase and filed a police report ( in XXXX CA ). The transfers made when my home computer and cable modem turned off. I received a letter from Chase saying that 'We found that transaction was processed correctly or was authorized '. Please help. Thank.
Company Response: Closed with monetary relief

Timely Response

2019-04-20

Arco, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/2019 I received a text msg that stated it was from Chase Bank and that my account had been frozen and I needed to click the link to verify my account information. I clicked the link and it took me to a Chase site were I logged in with my password and verified my information. A week later on XX/XX/2019 I checked my bank account and noticed that {$2000.00} had been transferred from my savings to my checking and then transferred out through XXXX to an anymous email address which they listed under my sons name. That's when I realized that the link I clicked on a week ago was not Chase but actually a scammer. That's how they got all of my bank information and was able to go into my account. I notified Chase and filed a claim the same day. The representive stated they would investigate it and credited my account in 10 days. Well, on the 10th day the money was not there and when I called the bank they told me my claim was denied. I didn't understand why when I explained to them what happened and even offered to send them the link that was sent to me which they stated they didn't need. I asked to speak with a supervisor and she stated that they didn't have to do an investigation because it showed that I authorized the payment and it was also done from my device. I tried telling her that when I clicked on the link that was sent to me that's how they were able to get into my account and also since I used my phone, that's how it showed up that it was my device. I asked her why would they not investigate so they could see what account my money went to so they could know that my account was hacked and I did not authorize this payment. The supervisor was rude to me and stated she couldn't help me. I can't believe that as long as I have been a customer and have never had a problem that they wouldn't take the time and investigate this situation so I could get my money back. I have never been so disgusted on how I was treated by Chase Morgan Bank.
Company Response: Closed with monetary relief

Timely Response

2019-04-20

Niantic, CT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-20

Lewisville, 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: Basically, Chase is so anti-customer, that is why I never got my money back nor the services / and products promised for the money that was scammed, all the while, Chase assisted these scammers by doing everything they can to go against me. In addition, the reps have been so rude, talking over me, twisting my words, making conversations more frustrating than they should be. Rather than be understanding with the customer, they've done everything the opposite. Most companies protect their customer, has their best interest at heart. Not Chase. They told me to submit certain things for my dispute to later be told it's not good enough that they won't count it as proof. Even after learning that the other party has paid a fee for a chargeback, them giving up allowing me to win this dispute so the chargeback would occur, and since that was a good thing for me, a customer of Chase, they didn't allow for it. They argued with XXXX. Again, I was lied to about what to provide, was lied to about how it would be resolved being told as long as the merchant doesn't respond in those billing cycles which the merchant did not and I provided proof, whereas Chase sees an automatic response from XXXX and somehow believes this is the merchant rebutting that I received my items. They have made no sense. Talking to the executive office has not helped. I just need for you all to open your eyes, none of your actions have been justified. Instead of going out of your way to hurt me and disprove me, why not see the proof provided and help me like most companies would do for their customers. And just saying " that's not accurate '' doesn't make it true. Try listening and seeing if there's truth to what is being told to you. I wouldn't be making this up for no reason, not just for {$530.00} when you see I've spent much more than that on this credit card. Lastly to prove Chase is AGAINST THE CUSTOMER, ANTI-CUSTOMER, instead of Pro-customer / for the customer - FALSE ADVERTISEMENT : According to the XXXX and benefits of my credit card, you can even file dispute if you are not satisfied with your purchase. Well, not receiving the items and services I paid for does make me unsatisfied, as well as the merchant blocking my phone number. It says it all right here : https : //www.chase.com/personal/credit-cards/dispute/quality So if all of this happens to me, then you rebuttal my proof, then it makes the above false advertisement. Avoid Chase. Unless you want a company that posts policies they will not abide by and will fight their own customers which in turn assists scammers. Years and years of complaints against Chase show this pattern of them changing the rules and screwing over their customers. Lastly the attachment, nobody seems to understand it was the seller 's sister 's account but that complicates things. But when I first submitted the dispute, Chase told me to send screenshots of emails or text messages, and the most recent phone call, the rudest Chase employee yet on XX/XX/XXXX, said she can not prove the phone number belongs to the merchant. I am attaching proof of this. It's not my fault this was not done prior since nobody had asked for this. It shows where I am urging them to contact federal agencies to take action against Chase since the fact this was all mis-handled by Chase has kept the money away from both seller and customer.
Company Response: Closed with explanation

Timely Response

2019-04-20

Bronx, NY

Struggling to pay mortgage

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

Company Response: Closed with explanation

Timely Response

2019-04-19

Hamilton Grange, NY

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-04-19

Clintonville, WV

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-04-19

Orland Park, IL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-04-19

Rock, MI

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

2019-04-19

NJ

Closing your account

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

Company closed your account
Complaint: Chase sent me a letter dated XX/XX/XXXX that they were closing my credit card account " because continuing the relationship creates possible reputational risk to our company ''. I called the number on the letter " if you have any questions '' and when I spoke with a supervisor, he refused to give me any explanation on why they were doing this. My financial record is spotless and my credit score is XXXX but will drop significantly when they close this account on XX/XX/XXXX. I have one XXXX NON-FINANCIAL XXXX conviction on my record. What would this have to do with closing my account and hurting my credit?
Company Response: Closed with explanation

Timely Response

2019-04-19

Bronx, NY

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-04-19

Federal Way, WA

Communication tactics

Debt collection: I do not know

Used obscene, profane, or other abusive language
Complaint: An alleged debt collector sent a text stating : A delivery of documents has been scheduled for XX/XX/2019 during normal business hours ( XXXX-XXXX ) for XXXX XXXX. To Re-route or reschedule the delivery please call XXXX and provide reference # XXXX. This is an attempt to collect a debt and any information obtained will be used for that purpose. You are communicating with a debt collector. They do not identify the name of the company. The ph # that texted me is XXXX. When I call the toll free number they state they are JPM but won't provide other information. They say their address is XXXX XXXX XXXX XXXX XXXX FL XXXX. Well that address is a high rise office building and they refused to give me suite number.
Company Response: Closed with explanation

Timely Response

2019-04-19

Managing an account

Checking or savings account: Checking account

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

Timely Response