JPMORGAN CHASE CO.

2019-04-11

Staten Island, NY

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 monetary relief

Timely Response

2019-04-11

Everett, WA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-04-11

Ann Arbor, MI

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-04-11

Portland, OR

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-04-11

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-04-11

Bronx, NY

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 monetary relief

Timely Response

2019-04-11

Jersey City, NJ

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-04-11

Atl, GA

Closing an account

Checking or savings account: Checking account

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

Timely Response

2019-04-11

Baton Rouge, LA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-04-11

Portland, OR

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-04-11

Carol Stream, IL

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2019-04-11

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with non-monetary relief

Timely Response

2019-04-11

IN

Getting a credit card

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

Application denied
Complaint: applied for a credit card via XXXX and was declined. Letter showed up and reason for denial was to many cards opened in 2 years. They could also have checked and seen out of the 15 credit cards I have only 2 have a balance. Chase Bank has declined me on more than once and have no valid reasons
Company Response: Closed with explanation

Timely Response

2019-04-11

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-04-11

Omaha, NE

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

2019-04-11

Galena, OH

False statements or representation

Debt collection: Private student loan debt

Attempted to collect wrong amount
Company Response: Closed with explanation

Timely Response

2019-04-11

LA

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
Complaint: Can you please remove inquiry
Company Response: Closed with explanation

Timely Response

2019-04-11

LA

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
Complaint: Can you please remove inquiry
Company Response: Closed with explanation

Timely Response

2019-04-11

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-04-11

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-04-11

Naples, FL

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: I have been a chase customer had a checking account for 10 years plus. Never had any major issues. Last week I deposited a check that someone gave me for XXXX. Apparently the check was bad I had no idea. I went to my bank to get money on a Wednesday where I was told my account was suspended. I then proceeded to call my bank when I got home because my baby was in car at time of bank visit and I couldnt go in. I was assured once check was returned from payee bank my account would go back to normal and be unrestricted. Until then I could not make any transactions. So I waited. Check was return next day of course I was charged a fee but I was relieved thought all would be ok. Friday comes and my direct deposit isnt in my account from my employer and I couldnt log in to account. I then call bank immediately where I am told they closed my account but again assured me I could go to local branch and open a new account which I did everything again seemed fine. I got all the necessary paperwork to my employer for new direct deposit, I changed all our accounts online for automatic payments, I had checks to dr.s, etc out there before this happened the banker who helped me was awesome she pushed them through so they would not bounce. Everything seemed fine over weekend come Tuesday again account restricted and find out now Chase has closed that account and I can not open a new one after being told before I could. Its frustrating again a loyal customer had a checking account for over 10 years, my husband has personal and business accounts there. I understand originally they were protecting me and maybe themselves from the bad check and any negative activity that could come. But again I had no idea it was bad and of course just as annoyed probably more do than them. I would think after having an account that long being a good customer and wanting to keep my business with them they would look out better for their customers especially after I was told on 2 occasions and assured my account wouldnt close and after it did that I could open a new one. The banker at the local branch who helped me was awesome. She went above and beyond even called the department I guess that closed it or would have had info and demanded they fix and even said you have a recording of where you told her to open a new account. I love everything about chase up until now and really want to keep my checking account with them. Hoping by getting to tell my side maybe someone high enough up in chase will care about its customers even the small ones to keep them and reopen account. I shouldnt be penalized for others mistakes.
Company Response: Closed with explanation

Timely Response

2019-04-11

Brentwood, TN

Closing your account

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

Company closed your account
Complaint: On XX/XX/2019 I received a letter from CHASE stating We have closed your account because of the following reasons : TOO MANY REQUESTS FOR CREDIT OR REVIEWS OF CREDIT ACCOUNT NOT USED AS INTENDED. I called to get the account reopened since I have been with Chase for over a decade and this card has been an instrumental factor of my credit score since it has been in good standing for so long. I explained to them that the requests I have made for credit is in line with my requests from over my decade of history with them and that the only thing I am doing new with my account is adding authorized users. My account allows for up to 99 authorized users. I've added some friends and family members to help them with their credit. When I added the users, Chase gave me the option to not issue a card, since I was only interested in having the users obtain the credit history. Therefore, no card was issued. On XX/XX/2019 I received a follow up letter from chase stating : Thank you for asking us to reopen your credit card account. We reviewed your credit information and decided not to reopen it because : TOO MANY REQUESTS FOR CREDIT OR REVIEWS OF CREDIT ACCOUNT NOT USED AS INTENDED Upon calling in to find out why, they gave the impression that FRAUD was happening on my account with one of the authorized users but refused to answer any question related to whatever fraud they were insinuating which concerned me that I could not get answers to those questions because I have a personal relationship with every authorized user on my account and if there was someone added that I was unaware of or someone called in to give false information as the account holder, they would not give me information about this " fraud ''. Upon speaking to the fraud department, they transferred me back to a senior specialist who informed me that my account would NOT be reopened because I am using it UNETHICALLY. She said that my adding authorized users means that I should be responsible for their purchases and since they do not have a card, I am falsifying my friend 's and family 's credit and we will need to deal with the repercussions. When asked about why Chase allows me to add up to 99 authorized users without a card, she said that it was a glitch in their system and me helping my friends improve their credit score to be able to purchase homes, cars, etc. at low interest rates with their improved credit history from being on my account is unethical and NOT ACCEPTED IN THE FINANCIAL INDUSTRY so they are closing my account and will NOT reopen it despite that it is detrimental to myself as well as my friends and family. I feel targeted and discriminated against for simply wanting to help my family and friends who come from low socioeconomic backgrounds, who has been denied over and over for credit. There is nothing illegal or unethical about me helping my friends and family. It is my feeling that it is unethical that they are allowed to close an account that is benefiting my friends and family who could be potential future customers of theirs when they finally have the credit to obtain credit cards, etc.
Company Response: Closed with monetary relief

Timely Response

2019-04-11

TN

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: On XX/XX/2019, I deposited a check in the amount of {$930.00} into my account. The next day, Chase requested more information, which I provided. On XX/XX/XXXX, I noticed a recurring charge for XXXX was not going through. I thought this was odd since the charge was for {$2.00} and I had nearly {$400.00} in my account. I called Chase and they told me the check I deposited was being returned and they were closing my account. Furthermore, the money I already had in my account was frozen and inaccessible to me. Today, XX/XX/XXXX, I pulled up the account online and saw that the check was processed and shows as available in my account. I called Chase once more and they reiterated that they were closing the account and the check would be returned. I have received no notice of cancellation from Chase, and would not have even known had I not called them myself. I have received no explanation for the closure, and they steadfastly refuse to provide one. They continue to hold my money hostage with no explanation.
Company Response: Closed with explanation

Timely Response

2019-04-11

Smyrna, SC

Problem with customer service

Money transfer, virtual currency, or money service: Foreign currency exchange

Complaint: On XX/XX/XXXX, I transferred funds via Chase New York to XXXX XXXX XXXX ( XXXX ) Branch in XXXX, XXXX, XXXX via XXXX XXXX, XXXX. The amount intended to be transferred from my US Dollar account with Chase, New York was : INR XXXX. However, it appeared that through Chases Wire Transfer operational error, the amounts transferred were : Two transactions of approximately INR 100,000 each totaling INR XXXX The dollar amounts deducted from my account were : 1. XXXX USD sent on XX/XX/XXXX XXXX XXXX and 2. XXXX USD sent on XX/XX/XXXX XXXX XXXX The transfer of funds was initiated by me on behalf of my friend. Through secured messages I brought the underlying problem to Chases attention and also asked that my account be credited in the amount of {$1400.00} as the second transfer request was not initiated by me. Chase opened an investigation and, after some persuasion, asked its technical team to determine the cause of the problem. On XX/XX/XXXX, I received the following secure message : Please be advised that our technology team determined 2 wires were sent out due to an internal issue. You will also receive a letter in the mail regarding the investigation in this case. After receiving a confirmation from Chases technology team I felt comforted that the bank followed up on my concern. I assumed that the follow up letter would expand on the issue and elaborate on the steps taken to remedy it. I was disappointment with the letter received from XXXX XXXX XXXX dated XX/XX/XXXX, as it did not continue where the Technical team left off. The letter did not address the underlying issue as to why two wires were sent and, as a result, my account was debited twice in less than a minute. Instead, the letter focused on the delay in beneficiary receiving payment from XXXX. Based on the response it appears that the investigator either did not provide an honest answer or did not understand the problem that he was supposed to investigate. At the end of the letter the investigator wrote We now consider this inquiry resolved. Note that the letter did not address the request to credit {$1400.00} to my account presumably because I had informed Chase that, at my request, the beneficiary transferred INR XXXX to my mothers account in XXXX. This was my back up plan that I used since I had sensed that Chase was either unable to or unwilling to resolve the problem.
Company Response: Closed with explanation

Timely Response

2019-04-11

Weston, CT

Other features, terms, or problems

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

Add-on products and services
Complaint: We were supposed to travel to Arizona with my wife and XXXX daughters. My younger daughter became very sick and we had to cancel my wife 's and my daughter trip. We purchased the trip with Sapphire Reserve Card which had travel cancellation insurance.We paid part of the price with the points we accumulated. I submitted insurance claim including proof that we purchased the tickets, signed form by the doctor and airline cancellation confirmation number. Despite this Sapphire Reserve Benefit service continue to require from me the same documents and adding new unreasonable documents that I can't practically obtain including ( see list of documents and my comments below ) : - A letter from the tour provider or common carrier that provides a breakdown of the unused prepaid flight expense, hotel, or cruise ( airline refused to provide me this letter ) - The copy of the Travel Supplier 's Cancellation or Refund Policies ( the airline does not send these policies to clients but we provided to the company airline trip cancellation numbers - see attached ) A copy of your original itinerary which includes the dates of travel, name of travelers and cost of the trip ( i already submitted this document ) The Physician Statement Form that you provided was not complete. Please provide us with a copy of the Physician Statement Form completed and signed by your physician ( I already did multiple times ) Verification from the Common Carrier, Tour Operator, Travel Agency, or Travel Supplier ( ex : airlines, cruise lines, hotels, etc. ) on their letterhead or email regarding any refunds or credits provided for future travel. ( Airline refused to provide this but I already submitted airline cancellation conformation numbers ). A copy of your updated itinerary outlining any change fees you incurred to change your trip or documentation from the Common Carrier outlining any change fees you would incur to use your credit at a later date. ( i just cancelled the trip and there is no such a document exists ). I strongly feel that Sapphire Reserve asks me for the same documents again and again and asks for the documents I cant practically obtain in order not to pay my insurance claim which is extremely straight forward in its nature : My wife and my daughter had to stay home and Sapphire Reserve has to refund their flight tickets.
Company Response: Closed with explanation

Timely Response