JPMORGAN CHASE CO.

2019-04-04

Flushing, NY

Incorrect information on your report

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

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

Timely Response

2019-04-04

Alden Manor, NY

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2019-04-04

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2019-04-04

Roseville, CA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-04-04

Stone Mountain, GA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2019-04-04

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-04-04

Itasca, IL

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
Complaint: Claim # XXXX On XX/XX/2019 my XXXX XXXX XXXX son was diagnosed with XXXX. The pediatrician would not allow him to fly for a planned vacation on XX/XX/2019. Cancelled trip insurance claim was placed/notified with Chase Card Services on or about XX/XX/2019. The required information seemed to be straightforward : 1 ) Letter from physician explaining sickness 2 ) Documentation received from airlines showing trip was cancelled ( ticket purchased said non-refundable/no credits etc. 3 ) Documentation showing that points from Ultimate Rewards Account were debited. On XX/XX/XXXX, letter was received from Chase Card Services indicating that additional and/or different documentation was needed. A " special '' form for the physician was provided on XX/XX/XXXX. It was also requested that a narrative from XXXX XXXX indicating that my non-refundable/non-creditable/non-issuable ticket was in fact non-refundable/non-creditable/non-issuable. In addition, they requested a statement of Ultimate Rewards Points which was redeemed clearly showing that it was for our specific flight ALONG with the statement demonstrating the last 4 digits of my credit card number. First, the ticket purchase was made with points not a credit card. Fine, I called the Chase Customer Service and they said they did not believe this was available. Then transferred to the benefits department and again they said this was not available. Knowing all this, how is a consumer supposed to file a claim knowing that the arrangement with Visa requires this documentation to file a claim??? On XX/XX/2019, I resubmitted as much of the documentation and in the format that I believed Card Services required. This included a new physician statement brought back from the doctor 's office on the " OFFICIAL '' form for trip cancellation/doctors narrative. Secondly, a response from XXXX XXXX on their official letterhead that my ticket was in fact non-refundable/non-creditable. A printout of my email from Ultimate RewardsXXXX XXXX showing that my flight was indeed cancelled and the corresponding points redeemed for said flight. In addition, a printout of the screen from my Ultimate Rewards activity showing a redemption for said flight. On XX/XX/2019, I called Chase Card Services to find out the status of my claim. Representative XXXX XXXX?? said that the examiner could not read my PDF files and said this happens many times. Also, they still wanted a statement with the last 4 digits of my credit card number with the points redeemed. I once again explained that this was not available. She recommended emailing the documents this time AND calling Chase Card Services to get the statement with the last 4 digits and points redemeption. The same day I called Chase Card Services again spoke with XXXX and she basically said that she could try to help. She could pass me to XXXX Services but they have nothing to do with Visa 's requirements ... Excuse me I said. You have a relationship with Visa, and you know that if a consumer has to submit a claim you have made it essentially impossible without this documentation? A redemption of points statement with the last 4 digits of a credit card number? Enough is enough. Documentation which is not available to file a claim. Uninformed representatives throughout the food chain AND a very inefficient system of submitting documents screams of impropriety or shall we dare say onerous/fraudulent processes..
Company Response: Closed with explanation

Timely Response

2019-04-04

Lake Ridge, VA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Company Response: Closed with monetary relief

Timely Response

2019-04-04

Eldridge, MO

Incorrect information on your report

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

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

Timely Response

2019-04-04

Managing an account

Checking or savings account: Savings account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-04-04

Hollins, VA

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

2019-04-04

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-04-04

Loma Linda, CA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-04-04

Hollins, VA

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

2019-04-04

Bronx, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: On XX/XX/2019, Chase Bank called me about deposits made to my checking account. One deposit from a friend was rejected because his name is not on my account. I didn't know if someone sends a monetary gift & their is not on my account Chase rejects it. The other 2 deposits to my account were credited but after the one amount was rejected, Chase decided they needed to investigate where I get my money from. They never informed me what the problem was until I made several phone calls to different departments in Chase. I was finally told what the amounts were that were in question. I was able to prove that one deposit was sent to my Chase account from my XXXX account which has my name on it. The 2nd amount was sent to me by my son and his name is on the XXXX account and my Chase account. My son & I had to go to a Chase branch to prove these accounts were ours. I also had my social security XXXX check deposited in to my Chase account. Because the Chase representative that called me XX/XX/2019 obviously go upset, she restricted my account and then eventually closed the account because she was mad. My account shouldn't have been closed because the representative felt like closing it for no reason. as a result, my SSD check went to the closed account and now I have to wait 10-15 days before I get my check. I asked the Chase executive office to listen to the phone call made to me on XX/XX/2019 and that representative should be reprimanded for closing my account because she was angry and felt like making me suffer. Chase finally mailed my money in the closed account but I don't have my XXXX check. Because I didn't have access to my money I wasn't able t get my medication, go to the doctor or buy food. I'm a XXXX year old female, XXXX and I had to go to the ER to get medication because I didn't have any medicine or money to get my medicine because Chase held my money. I have never been so humiliated, insulted, hurt and embarrassed as I was because of the way I was cheated by Chase unnecessarily.
Company Response: Closed with explanation

Timely Response

2019-04-04

Sherman Oaks, CA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-04-04

Houston, TX

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Complaint: There were unrecognized unauthorized transactions and I contacted Chase to stop the transactions but the representatives said there's nothing they can do, and didn't offer any alternative or advice. It has been months and there were still recurrent monthly withdrawal transactions. As frustrated and inconvenient as it can gets, I had to take the time to personally go into the local branch last week and demanded the stop of transaction. A banker assisted me to stop the unauthorized transaction. Anyhow, the unauthorized transaction went through again yesterday. I spoke with multiple bankers including the branch manager, and they all said there's nothing they can do. If this is Chase 's company policy, to unable to stop / still allow any transaction to go through even with the account holder personally went into the local branch to put a stop on it, then you lost our confidence in banking with Chase. There are no customer service obligations and definitely not a respectable business practice for an established financial institution. Up till now, Chase is still allowing the transaction to withdraw from the company account against my will even after I personally ordered a stop. I will demand a refund for all unauthorized transactions and file a complaint for this illegal practice of consumer fraud.
Company Response: Closed with explanation

Timely Response

2019-04-04

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

2019-04-04

Baltimore, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-04

Nyc, NY

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: In XXXX, XXXX, I went to my bank, JP Morgan Chase, to ask about getting images of my rent checks going back five years. Im filing a dispute with the City of XXXX XXXX and they require me to provide images of my rent checks front and back going back five years as proof of payment. I was told by XXXX XXXX at JP Morgan Chase that they only save check images going back two years. When I ask for this is writing so I can show the City that two years is the best I can do, he makes a call and was told that this is stated on their web site and I can print that out to show the City. XXXX : I cant find this statement on the JP Morgan Chase website and I called Chase to ask where exactly it is. XXXX : I get a call back from XXXX in their escalation department ( no last name was ever given to me ). I leave a message for her and she calls back and just repeats what XXXX has told me, that they only go back two years and that it says this on the web site and I can just use this to show the City. XX/XX/XXXX : I leave a message for XXXX and repeat that I cant find it, where exactly is it? XX/XX/XXXX : XXXX calls back and asks me to verify my address so she can send what she has. I Ieave a message verifying my address. To this day I have not received anything in the mail. XX/XX/XXXX : I call XXXX and leave a message asking about the letter I requested, and what she was going to send me. XXXX : XXXX leaves a message saying she is waiting for approval to send a letter. She calls again at XXXX to say a letter was not approved because their policy is internal, and that is internal information. No mention of the fact that what they have been repeating to me since XXXX, that this policy is stated on their website and I can just print that out and send it, was never true. And no explanation of what an internal policy means when I am external and their policy affects me. XX/XX/XXXX : I leave a message for XXXX. No call back. XX/XX/XXXX : I call the Consumer Financial Protection Bureau who tell me that the bank must maintain seven years worth of records. XX/XX/XXXX : I leave a message for XXXX saying Ive learned that they must maintain seven years worth of records, so they should have archives which contain the check images I need, and would they please find them and send them. XX/XX/XXXX : XXXX calls back and says they only have to save bank statements only, not check images. XX/XX/XXXX : I leave a message disputing her claim, and I ask her to call on XX/XX/XXXX, explaining that I work at the XXXX XXXX XXXX and its hard for me to make or take calls at the XXXX, and I would like to talk to her instead of leaving messages back and forth, and that I will be home on XX/XX/XXXX. But she does not call. JP Morgan Chase issues all my checks electronically, and they do not send images of checks with my bank statements. I had no idea that they were not saving them. I only learned that all my banking records were not being saved by chance. If JP Morgan Chase wants to be in the business of electronic banking for their customers, including sending out check payments for their customers, they should maintain those records, or at the very least send the check images with our bank statements so we can save them. Im sure all their other customers would be as shocked as I am to learn they are not saving our records. I can very well understand why they refused to put that in writing. The City of XXXX XXXX is requiring me to provide proof of payment in the form of check images front and back. I can understand why bank statements are not enough. They are only proof that the amount was deducted from my account, not that the check was issued or that the recipient cashed the check.
Company Response: Closed with explanation

Timely Response

2019-04-04

Los Angeles, CA

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-04-04

Kawaihae, HI

Closing on a mortgage

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

Company Response: Closed with explanation

Timely Response

2019-04-04

Las Vegas, NV

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-04-04

MN

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Complaint: In the beginning vehicle was leased directly from the dealer in the end of lease it was bought and loan was financed by " Chase Auto finance " XXXX XXXX TX on XXXX XXXX and paid off in XXXX with XXXX balance. My wife was driving this vehicle after paying off this vehicle she bought the new vehicle with the idea to sell the used one. My wife told me she will sell the car because she need some money for to pay off her some personal debt. We have two car garage this used vehicle parked on the drive way ready to sell it but " Chase auto finance '' never sent the title back I called them several time. Few months ago I called the Finance company why didn't they send the Title their answer was we owe them {$580.00}. that's why. " I told them we cleared the balance '' and monthly payment was {$360.00} how it became {$580.00} do you any proof of the written notice for that balance? the agent didn't give proper answer .Car is on the driveway more 5year battery was dead. one day I called the mechanic he started the car and tried put the gear car was not catching the race. He checked that the Transmission it was dead because there was no activity in the engine from such a long time. Car value was XXXX dollar at that time now some body is not paying even $ XXXX XXXX even we can't sell it without Title
Company Response: Closed with explanation

Timely Response

2019-04-04

PA

Lost or stolen check

Money transfer, virtual currency, or money service: Refund anticipation check

Complaint: Regarding Chase/AARP credit card # XXXX XXXX XXXX XXXX. Primary cardholder is XXXX XXXX, XXXX with XXXX XXXX as an authorized signer. On XX/XX/XXXX we received a revised statement from Chase Bank regarding our credit card account which has been closed since XX/XX/XXXX due to fraudulent activity. The revised statement stated a new balance of {$0.00} with a minimum payment of {$0.00} with a credit of {$350.00} which because of the account being closed we could request a refund check be mailed to us. We've called once a week since then and was told the check was mailed out twice and on XX/XX/XXXX we were informed the check was cashed on XX/XX/XXXX. The only problem being we never received the check, never saw the check and certainly never cashed the check. Now we have to wait for a letter and a copy of the cancelled check and then we have to file a police report for fraud, I then have to call Chase with the police report number and maybe they will issue another refund check to us. We have had issues with Chase Bank regarding fraudulent activity for 1 year which we have been trying to resolve. I have spoken with numerous people on numerous dates about this issue, We had 7 new credit cards from Chase because every time fraudulent activity was detected, that account was closed and a new card was issued. Our last card was closed on XX/XX/XXXX and never reopened. We have had so many excuses from them I lost count. I want the {$350.00} we were promised by them and I feel is the least we are owed. The things are still not settled. They keep on saying they are mailing us stuff which we don't get, the things we are not getting are the things that are supposed to help us get our money. If I could afford a lawyer I would of gotten one months ago.
Company Response: Closed with explanation

Timely Response