JPMORGAN CHASE CO.

2019-03-19

Granite Bay, CA

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with monetary relief

Timely Response

2019-03-19

Phoenix, AZ

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: Please see the following : I applied for a new account for a Chase Southwest Airlines card after being told by a representative promoting the card at the airport kiosk that I would be eligible for the bonus points even though I had a Southwest card in the name of another business. They stated that since its a different taxpayer ID and completely different corporation, I would be eligible for the promotion. After applying and spending the the required amount I receive a postcard in the mail from Chase saying I'm not eligible for the bonus. After multiple attempts to explain the case to Chase, they never addressed the deceptive practice of telling a customer they are eligible to convince the customer to sign up for a card they otherwise would not have signed up for. Now, after spending the required amount and having another inquiry on my credit report and all the negative things corresponding with opening a new account, chase refuses to honor the XXXX point offer. There are only two explanations, either Chase is deceptive or Chase is incompetent in training the staff. I just request that Chase honor the promotion and stand by the info given by their representative aggressively marketing their card at the airport kiosk. Thank you. XXXX XXXX, Chase Card # XXXX XXXX Dear XXXX, Please be aware of the following : a ) you did not address an agent of Chase and Southwest provided what you are now deeming incorrect information. I asked and was specifically told that I was eligible for the bonus because the account was for a different business all together. If you do not stand by this, then this account was opened under fraudulent pretenses. I will have no choice but to file a CPFB complaint if you do not address this issue. b ) even in this email below you provided inconsistent information. another representative stated that it was 24 months from receiving a bonus. You state its 24 months from an account closure date. It is clear Chase has no idea and its representatives and agents are poorly trained. c ) if this was clear, there would have been NO way I would have opened another Chase account. There are only two options here, either Chase is deceptive or incompetent. In either case the customer who's now spent nearly 10,000 on this card should be granted what was promised. Please response within 24 hours so we both can avoid the CPFB process. XXXX -- -- -ORIGINAL MESSAGE -- -- - Hello XXXX XXXX My name is XXXX and I am an Account Manager within our Secure Message Center. It is my pleasure to assist you on your Southwest Reward credit card. We understand your rewards are important to you. I will be happy to provide additional information. We are sorry you went back and forth with Chase and Southwest. We have found that you recently had a Southwest Business account. In order to be approve for another account bonus offer you would have to wait 24 months from the date the account was close. We understand you would like for us to honor your request, unfortunately we would not be able to honor the bonus offer. We hope you understand this decision is the same for all cardmembers. If you have any questions or concerns, please call us anytime. We appreciate your business and thank you for being a Chase customer. Sincerely, XXXX Chase Email Servicing XXXX Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- XXXX:XXXX Spoke to multiple Chase and Southwest employees regarding the denial of the XXXX promotional points. The last call was with XXXX. Chase had requested a message from SWA stating that the kiosk person at the airport promoting the chase credit card gave incorrect information regarding eligibility for an additional card under a different tax ID. The message was that as long as the card was under a new SSN or Tax-ID then it would be eligible for the bonus points. It was under that pretense that I applied for the card ending in XXXX. Back and forth on the phone, Chase accused southwest employees of giving incorrect info, and Southwest has stated that those are actually Chase representatives that provided incorrect info. Nonetheless, me, your mutual customer applied and spent on a credit card that if I were given correct info, would not have done so. Therefore I am requesting that card XXXX be eligible for the promotional points as we have spent considerable money on this card already. Thank you. If you have other questions please listen to the phone call recorded with your representative XXXX in XXXX. Regards, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-03-19

Madison, WI

Getting a credit card

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

Delay in processing application
Complaint: I want to complaint regarding chase bank customer service. I applied for XXXX XXXX credit card onXX/XX/XXXX, according chase web side Chase supposed to process the application within one month. Today is XX/XX/XXXX but I still my application is in process of review. During the month and half chase never contact me with updates or requests. Around XX/XX/XXXX I contacted chase and asked a status of my application and chase representative notified that I have to fill and send them back by mail the social security verification form. In two days I received this form but I feel uncomfortable to send my ss by mail and I called chase and they told me that I could fax this from chase bank brunch. I came to west side Chase Bank and brunch manager reviewed form and faxed the form to verification department. I waited for another week and then called to chase to verify status of my application and representative said that my application was denied I asked why I have an excellent credit history and high credit score. Representative said that I should receive letter from chase soon I asked contact me with supervisor. First supervisor said that my application was denied and after I started to argue and said it is impossible to be denied with my credit history she transfer me to another department and representative said that application wasnt denied but they couldnt finish verification because social security verification form wasnt filled incorrectly instead of credit card box mortgage box was checked. I asked him to correct the box but he refused and asked me to send a new form. I went back to bank and tell XXXX brunch manager about problem with social security verification form and he helped me to complete the form again and faxed it. I was waiting another 10 days and Call chase again and I got exactly the same situation as 10 days before first they said that application was denied then I was transfer to another department and find out that there is another problem with my social security verification form the address wasnt document and I to send third form. I went to the bank and complaint to XXXX brunch manager about it he contacted somebody and he said that I have to fill another form. I went to the bank again and bank representative faxed again the form. In 3 days I called again and customer service representative said that they received social security verification form and it will take 7-10 days to process. I called after 10 days again and customer service representative repeat again your application in process of verification. I asked to connect to verification department and I got exactly same answer it will take another 7-10 days I asked to contact me with supervisor and representative refused and asked my phone number and said that supervisor will call me back ASAP but he never did. Conclusion I am having a horrible experience dealing with chase credit card application department representative they are not knowledge and dont want to investigate the problem or transfer to supervisor and they just repeat same phrase it takes one moth or 7-10 days. They just share they first name but doesnt want to give the ID so customer cant identify them later. Each time I call I trying to be calm but by the end of conversation I feel that my XXXX XXXX is increasing and I stop conversation. I checked XXXX and find out that many customer have same experience customer service representative as me the Chase Bank score is 1 star from 5. XXXX XXXX XXXX XXXX XXXX XXXX WI XXXX XXXX ( XXXX ) XXXX
Company Response: Closed with explanation

Timely Response

2019-03-19

Arlington Heights, IL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with monetary relief

Timely Response

2019-03-18

Cottage Grove, MN

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

2019-03-18

Oakland, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-18

Atl, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-18

Hilltop Mall, CA

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2019-03-18

Staten Island, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-18

Ridley Park, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: 3 years ago we were informed we needed flood insurance by our mortgage company because FEMA redrew the flood maps and a fraction of the home, built in XX/XX/1955, and maybe 25 % of the property, is now in the area where we are deemed to have a 1 % chance of flood damage in 100 years. Our mortgage payments had been set up as a reminder on our checking account, I do not write a physical check, so I did not review the monthly statements. We started to receive threatening notices about the need for insurance and a clause in the law that says the mortgage company can force the homeowner to pay into this escrow account and they would purchase the insurance for us, with a warning that their rates may be higher. After several months of threats, and no progress when contacting Chase Morgan, we obtained Flood Insurance from XXXX for about {$500.00}. They kept trying to collect {$4000.00} in escrow. Again, this year, same thing. They never sent the escrow that had been collected to us to pay the current year flood insurance, which ran over {$600.00} this year, yet they are still trying to collect {$2500.00} in escrow. Now they are threatening with : 1 ) adding the escrow due back onto our principal, 2 ) putting our loan into collections, 3 ) even though the flood insurance has been paid, force us into insurance from a company they control. Flood insurance is only available from FEMA, they should ALL have the same rates, yet their insurance company quotes over 3 times the XXXX rate. We have done an elevation certification, to show the map FEMA used was inaccurate, and out of date, trying to get a variance from FEMA so we would be exempt from the insurance.
Company Response: Closed with explanation

Timely Response

2019-03-18

Las Vegas, NV

Other features, terms, or problems

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

Other problem
Complaint: XXXX XXXX XXXX Booking : XXXX XX/XX/XXXX : I called XXXX XXXX ( tel XXXX XXXX XXXX and spoke to inquire about the refund of a {$100.00} deposit made from a closed Chase Sapphine Visa account ending in # XXXX and was informed that refund transaction was done on XX/XX/XXXX and that I should call Chase to follow up on this refund since the card that was used to make the deposit on XX/XX/XXXX is already closed but per XXXX XXXX XXXX, the refund transaction was successful ( see attached document ). XX/XX/XXXX : After not receiving any refund check or notification from Chase, I again called XXXX XXXX XXXX to follow up. As informed on my original call on XX/XX/XXXX, the refund transaction was already done on XX/XX/XXXX and that I should contact Chase to follow up on this refund. XX/XX/XXXX : I called chase XXXX. I informed the representative that a refund transaction was done by XXXX XXXX line on XX/XX/XXXX on a credit card account with Chase that has been closed since XX/XX/XXXX. Chase was able to locate my account ending on # XXXX and was told that another account would be created so that a refund check can be mailed to my address of record and that a check should be in the mail in about 6 business days. XX/XX/XXXX : I called Chase to follow up on the refund check since it has been over 2 weeks since I last called Chase and still no refund check. I was transferred to 5 people including a supervisor since Chase could no longer find my account and was told that I have no previous account with Chase and that my last previous account with Chase was in XXXX. This is very concerning as I had both the Chase Sapphire Preferred and Reserved account with Chase and have used those two credit card accounts for tens of thousands of dollars of transaction from XXXX through XXXX. I was told that I would need to go to a Chase branch to see if my account could be located. XX/XX/XXXX : I went to a Chase Branch in XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX Driving directions XXXX The branch was also unable to locate my account. I even showed the Banker an image of my credit card that I was able to save in my phone. I was told again that there is no record of this credit card. How can there be no record of this account if I have an actual picture of the credit card. The Banker was also puzzled. All I ask is the refund of the {$100.00} deposit that was made on Chase Sapphire credit card ending on # XXXX that was made on XX/XX/XXXX and refunded on XX/XX/XXXX. How could 2 years of transactions with Chase all of the sudden disappear. Sincerely, XXXX XXXX XXXX I hereby allow my husband XXXX XXXX ( XXXX ) to be contacted for matters concerning this.
Company Response: Closed with explanation

Timely Response

2019-03-18

Houston, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: chase close my account but it was id theft
Company Response: Closed with monetary relief

Timely Response

2019-03-18

Great Neck, NY

Fees or interest

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

Problem with fees
Complaint: this complaint is regarding my chase XXXX account ending in XXXX. on XX/XX/XXXX i sent chase XXXX my payment that was due on XX/XX/XXXX. i paid the amount due in full and, the payment was only going to north carolina. however, around the XXXX of XXXX i recieved my statement with a {$25.00} late fee and {$5.00} interest. it appears that my payment did not reach chase until after the XXXX. i can not figure out why? i called chase and they would not waive the fee 's. back around XXXX i had a late fee, ( of which i was also suspect ). i feel that there is a problem somewhere between New York and north carolina.that keeps my payment from getting there on time .i feel i can not be responsible for something that is beyond my control. banks always swear that the problem is not with them that they post payment 's when they should be posted, bla, bla, bla. it is always easy to blame the postal service, but i don't know. PS : i'm not sure if the payment goes to north or south Carolina, as i don't have a statement.
Company Response: Closed with monetary relief

Timely Response

2019-03-18

North Port, FL

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/2019 a deposit of {$50.00} was made to my account by a tenant. To date, Chase Bank has not credited my account for the {$50.00}. I have supplied them with a copy of the cancelled check and they still have not deposited the money into my account. I have called and visited the bank branch in XXXX XXXX, Fl, where the check was deposited, and still no money has been deposited into my account.
Company Response: Closed with monetary relief

Timely Response

2019-03-18

San Gabriel, CA

Other features, terms, or problems

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

Problem with customer service
Complaint: I've received 1099 MISC for {$700.00} total other income from Chase on XX/XX/2019.I have spoken with in bank bankers, Chase customer service reps and even the 1099 reps, and it is indeed an endless loop of ignorance. XXXX, when I ask the 1099 rep to explain what the listed amounts are for, I will be told that they don't have the records on my account and that I will have to talk to customer service. Customer service in turn knows zip and just wants to get rid of me, so they transfer me to the 1099 rep, who seems to be outsourced and know nothing about US Tax Laws. I am contesting the {$700.00} amount because I have not received that at all.
Company Response: Closed with explanation

Timely Response

2019-03-18

Macon, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-18

Danbury, CT

Opening an account

Checking or savings account: Checking account

Confusing or missing disclosures
Company Response: Closed with explanation

Timely Response

2019-03-18

Charlotte, NC

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 explanation

Timely Response

2019-03-18

La Vernia, 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
Company Response: Closed with explanation

Timely Response

2019-03-18

Woodland Hills, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-18

Brooklyn, NY

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2019-03-18

San Francisco, CA

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2019-03-18

Arlington, VA

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with monetary relief

Timely Response

2019-03-18

Sarasota, FL

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Complaint: In XXXX I received convenience checks from Chase to get 0 % until XX/XX/2020 so I needed to pay off a bill with the green sky so I wanted to increase my credit limit from $ XXXX {$10000.00} .. I called and they approved my credit increase it was excepted through my statements and my digital app! ..after I used the check to XXXX XXXX XXXX XXXX A month later chase dropped my Credit line back down to {$7700.00} saying it wasnt approved properly. after I paid the amount now I am over my credit limit and my credit score took 100 point drop.. my credit score was good like a XXXX and now is like XXXX they told me that I would have to reapply which doesnt make any sense because my credit score is already ruined also they did a hard inquiry to approve the increase which means if I reapply that would be too hard inquiries which is also damaging to your credit report XXXX I tried calling and nobody could resolve my issue saying that I would just have to reapply I dont understand why I should be penalized for something somebody did or didnt do from Chase ..
Company Response: Closed with non-monetary relief

Timely Response

2019-03-18

AR

Closing your account

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

Company closed your account
Complaint: I applied for the Chase Freedom Account online and I was approved. I received the card in the mail with instructions on how to verify the card. When I logged on to verify and activate the card, I was unable to do so. Instead I was told to call. I called several time each time connected overseas and no one knew why I could not activate my new card and told me to call back. I kept calling back. I still have no idea what is happening or why I can not activate the new card. One of the reps said something about the account being closed, but could not say why. I am elderly and can't understand what these people are saying on the phone. They talk way to fast for me and they are not taking the time to listen or explain to me what is happening that I can't activate my card.
Company Response: Closed with explanation

Timely Response