JPMORGAN CHASE CO.

2019-03-15

Bay City, MI

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with non-monetary relief

Timely Response

2019-03-15

Portland, OR

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: Purchased a package for XXXX XXXX and XXXX XXXX. The company was horrible and don't even have a business location in the US. They offer a 100 % guarantee and when I asked for it they said they would give me it but months later they still wont. I submitted a dispute and was told it was denied because I got the service I paid for. When I called to see why they said it was filed erroneously amd should have been filed as a 100 % guarantee failure to pay. I resubmitted it and then they denied it again saying it was too long to dispute.
Company Response: Closed with explanation

Timely Response

2019-03-15

Rochester, OH

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

2019-03-15

LA

Getting a credit card

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

Application denied
Complaint: On XX/XX/2019 I applied for a XXXX credit card through Chase.com and received an email notification that my application was under review, attached ( item 1 attached ). I also received an email from XXXX XXXX letting me know chase had pulled my credit due to a new application ( item 3 attached ), which I was fine with because I did apply for the credit card. When I had not heard anything from Chase within two weeks I got concerned because I have excellent credit so I started calling the 800 number provided to check the application status. Every time I would call I received an automated response that said " your application is under review. We will notify you of our decision in writing ''. I waited and waited, no correspondence received from Chase. I am XXXX and this all very important to me so I continue to check on the status. The automated system continues to tell me my application is under review. When I called today ( XX/XX/2019 ), the automated system told me they could not locate my application so that immediately was an alarm bell. I called the Chase customer service line and was routed to a few different folks that couldn't help me because they couldn't locate my application on their end before I was finally routed to lending. Lending tells me that the application had expired because they needed more information from me, but I never received an email, phone call or any correspondence notifying me of this. They asked if the address they had on file was correct. I told them yes that was correct so there is no other logical explanation other than I suppose the correspondence was lost in the mail. I have to take their word they sent it out and they have to take my word that it was never received. I asked well can I dispute this because this is now affecting my credit and they said no because I accepted their terms and conditions that states the application will expire within in 30 days. I have read through the terms and conditions ( item 3 attached ) and it is no where in there. I always read those and if had seen that I would have absolutely been calling every day asking to speak to a human in order to get a status update. I relied on the automated system that failed. I also think it's insane that they only send out one piece of correspondence regarding pending applications, knowing that if they never hear from the person it will affect their credit for two years! Their response to this was " well do you know how many applications we get, we can't possibly follow up on all of them. '' I refuse to accept this. It's unfortunate because they clearly didn't want my business if they didn't bother to email or call me and now I'm stuck with a hard hit on credit and no credit card to show for it, despite my credit worthiness. They last thing they told me was that they would be happy to process another application for me for a different product that would result in another hard hit to my credit. I was thinking, are you insane. I will never go through this process again with Chase. Unfortunately, I have my mortgage and other cards with Chase and was even considering moving all of my checking, savings and money markets to them because was generally happy with them before this experience, but I will absolutely no longer be doing with Chase after this ridiculous experience. The worst part was that they kept insinuating the issue was on me. That I didn't follow up with them because they needed more info ( likely to verify an address or something minor ) and that it was all outlined in their terms and conditions, which it is not. The big banks often hide behind their T & Cs when likely the representative has no idea what's in their. I argued that the verbiage described in indeed NOT in their T & Cs then representative then referenced me to the Fair Lending Act stating that the 30 day expiration period must be outlined there. My rebuttal was what logical person would apply for a credit card, knowing it would affect their credit and then just be like " oh well, they need more info, but I'm not going to bother to respond knowing that all this would be the outcome ''!?!? Thank you for your time.
Company Response: Closed with explanation

Timely Response

2019-03-15

Three Bridges, NJ

Closing your account

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

Company closed your account
Complaint: On XX/XX/2019 Chase closed my above account. According to the letter I received it was due to the reason that I used merchant credit to satisfy the balance on this account. But as the fact of fact, this incident happened with my XXXX return and refunds. I have been a long time Chase customer and have several Chase credit cards, I used random cards at XXXX, but when returning some of the purchases, XXXX usually just scan the membership card without even asking for receipts, after that they just need a credit card to process the refunds without matching if they are the same. Since I used Chase reserve card the most, I most likely gave that card for refunds. Unfortunately I also have auto pay on my Chase credits, so I didn't even bother checking the monthly bill, as it takes care itself. As a result, this triggered the closure. Chase said that I was sent a letter reminding me the situation prior to the closure letter, but I never received the letter, the only letter I received was the letter to close my account. I don't think that I did anything wrong regarding this, if this is the bank policy, it was not my intention to do so. This is apparently a mistake I even think about committing and it's also didn't do me any benefit at all. I have called Chase several times asking to reconsider their decision and reopen the card, but was not helpful. I am actually a Chase private client and have significant interests on this bank. I am really feeling sad, as how unreasonable and bad they treat their long time customers.
Company Response: Closed with explanation

Timely Response

2019-03-15

Sunnyvale, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-15

New Orleans, LA

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-03-15

Newhall, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-15

Clermont, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-03-15

Louisville, KY

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: I have a chase auto loan on XX/XX/XXXX i totaled the vehicle. My insurance company XXXX XXXX sent a partial pay off of XXXX on or about XX/XX/XXXX via XXXX tracking chase did not post payment to my account till about XX/XX/XXXX. this left me a balance of about XXXX I called them about XX/XX/XXXX they stated that they had to start the process of my gap coverage. I have gap insurance this became a long process because every time I called chase they claimed they were missing info needed to complete the gap claim. Finally the gap insurance claim was completed and the company sent them a check on XX/XX/XXXX. Again chase took a very long time to process this payoff of XXXX this did not post to my account till XX/XX/XXXX. I spoke with chase on XX/XX/XXXX now they claimed they needed a explanation of how the claim was paid and they were going to request it from my gap provider and this would close out my account and they would send me out a final statement if i owed any balance because once the payoffs were applied they accrued interest would have to be taken off I called to check the status on XX/XX/XXXX they are giving me the run around and are saying that the person on XX/XX/XXXX never ordered the gap claim explanation. they have continued to post late payments on my credit report and wont close my account
Company Response: Closed with monetary relief

Timely Response

2019-03-14

San Francisco, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-14

Chicago, IL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-14

Portland, OR

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: Today, XX/XX/19, I ordered some items on XXXX for a friend that totalled {$550.00}. Before I placed the order, I checked my XXXX Chase credit card limit, and I only had {$180.00} left, so I wasn't going to order until I could deposit some money and pay down my bill, but on the checkout page, there was an option to break the total amount into 18 equal payment of $ XXXX per month. So I checked the box and placed the order, expecting to see a charge of the first month 's amount. Instead, I was billed the full amount on my XXXX Chase credit card, which removed the last of my remaining credit, and caused me to exceed my credit limit. No doubt, I would have had penalties, but as soon as I saw the charge notification, I called Chase, who tranferred me to XXXX, and I cancelled the order. Chase then assured me that everything was corrected, and was back to the way it was previosly. ( We'll see ) When talking to the Chase person, she said that while they offered 18 months split up into equal, interest free payments, it actually was implemented as 18 months of an interest free loan - which is not the same thing at all. In fact, the person I was talking to at Chase said that she very recently took advantage of the same offer, only to find out that she too was billed for the full amount, to her surprise. Being able to pay in 18 installments is not the same as being charged the full amount interest free for 18 months. And how would that work? How would they separate this charge, at zero percent interest rate, from other charges? No doubt, they would find a way to profit from the 'no interest ' loan. They could have easily called it an 18 month interest free loan, but chose to make a misleading statement.
Company Response: Closed with explanation

Timely Response

2019-03-14

AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage loan was transferred to Chase mortgage in XXXX of XXXX. At that time my PITI was {$590.00} per month. I was notified in XX/XX/XXXX that my new PITI was going to be {$730.00}. After several phone calls they stated my increase was due to a shortage in escrow, that would now include flood insurance. When we bought this home in XXXX of XXXX we not informed until after closing of escrow we needed flood insurance. At that time I purchased flood insurance out of escrow and have continued to pay out of escrow ever since. I have made several calls to Chase on XX/XX/XXXX spoke to a XXXX XXXX an account service manager also spoke to XXXX in their insurance department that this would be resolved. Also faxed copies of my policy on XX/XX/XXXX. Spoke again to XXXX on XX/XX/XXXX, that they are going to continue to escrow my flood insurance. I have never been late on my flood insurance payment, and I contacted FEMA and XXXX XXXX the do not require flood insurance to be paid in escrow. Seems to me I am being billed for something they are not paying in my escrow account.
Company Response: Closed with explanation

Timely Response

2019-03-14

Eldorado, WI

Problem when making payments

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

Problem during payment process
Complaint: I over paid my chase card in XX/XX/XXXX by mistake. I called chase a week later to ask for a refund. I was told at that time the fund would be returned to my checking account electronically. After waiting several weeks I called Chase again to find out where my money was. I was informed at that time that electronic returns were not allowed, but no one bothered to tell me that or the brain power to just send a check. I was told at that time in XX/XX/XXXX that a check was being sent. I called again today and the check still isn't sent out. They assure me it will be, be we will see. If I don't pay them on time I get charged a late free. What happens to companies that just decide to keep our money?
Company Response: Closed with explanation

Timely Response

2019-03-14

Seattle, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hello, I am writing you to ask to receive assistance with an issue for a mortgage ( ending in XXXX ) I have with Chase bank and specifically concerning my credit history. I always paid this mortgage on time since XXXX, by automatic withdrawals. Last XX/XX/XXXX instead I wanted to pay with a check of XXXX $ and XXXX $ with a transfer from my checking account with Chase, to cover the whole monthly payment. I asked the assistance of Chase to make sure that everything was fine and I was reassured by Chase : " I have good news ; We have successfully combined your payments of {$900.00} and {$660.00} to satisfy your XX/XX/XXXX monthly payment. Your next payment will be automatically drafted on XX/XX/XXXX. '' ( attached email ). Instead it seems that the XXXX $ transfer had not taken place properly even tough my checking account had all the funds necessary. I was not aware of any issue nor at fault, since I was reassured by Chase own words that the payment was successful. Chase did not reach to me to let me know of the issue. On XX/XX/XXXX I received a notice of pre-foreclosure. I immediately called Chase and made again a payment of XXXX $ to cover the XXXX mortgage payment again. I know that late payments can affect the credit history so I asked Chase to make sure that they would reverse any bad note on my credit history, since they have made a mistake and I am not at fault. They are not willing to do so.
Company Response: Closed with explanation

Timely Response

2019-03-14

CA

Fraud or scam

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

Complaint: The transaction was sent from another bank ( XXXX XXXX ) to my bank ( Chase ) on XX/XX/18. The amount sent was {$200.00}. The senders bank was contacted, XXXX was contacted since that is who the money was transferred through through the senders bank and my bank was contacted as well. Both the senders bank and XXXX both said the transaction went through while my bank Chase said the transaction was suspended through senders bank and then said the transaction was suspended through XXXX.
Company Response: Closed with explanation

Timely Response

2019-03-14

Santa Ysabel, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: We were sued by XXXX XXXX Bank on XX/XX/XXXX by the attorney XXXX XXXX XXXX with XXXX XXXX XXXX XXXX in XXXX, CA for a title issue that had existed since we refinanced with XXXX XXXX back in XXXX. There was an error in the way title was registered during this refinance. Since both XXXX XXXX and their title company, XXXX XXXX XXXX no longer exists, their is no title insurance company to manage this issue on our behalf. The law suit identifies XXXX allegations with title impropriety as the primary issue. They allege that by taking title in our individual names and then placing title in our Trust we some how placed XXXX XXXX Bank into a secondary lien holder position. It was never our intent to deceive or circumvent paying them when we sell or refinance. We contend that XXXX XXXX Bank could have taken a less heavy handed approach to correct this title error. New documents could have been provided with a letter explaining the oversight and what is required to put things in order. Instead, we have had to engage counsel to protect our property in interest costing us over {$15000.00} to date. We reached out to the XXXX XXXX XXXX Recorder, State of California Insurance Commissioner with no success in engaging their assistance or involvement. We contend that we never had any intention of not paying XXXX XXXX Bank the mortgage we entered into and welcome resolving this issue at the earliest date possible. We also contend that we are not the only clients who are facing this type of litigation since it places our property into a liz pendens status ( pre-foreclosure ) which places additional financial strain on us and our resources.
Company Response: Closed with explanation

Timely Response

2019-03-14

Lewisville, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: On XX/XX/2018, while trying to book a XXXX XXXX ticket, I came across an offer for {$300.00} to be applied towards the ticket if I applied for a rewards card. I put in my information for the offer and within less than a minute, was notified via the screen that a decision could not be made. I immediately contacted XXXX and was referred to Chase Bank. I then immediately contacted Chase bank within no more than 10minutes of getting the notification on the screen and I was told by the Chase representative I spoke with that my application was denied but she could not state why. I asked for more information about the XXXX offer and she explained that even if I had been approved, the credit offer only gets applied after the first account statement and could not be used to purchase the ticket. I then explicitly told her I was glad I got denied and I was ABSOLUTELY no longer interested in the account. I asked that the application be withdrawn and the representative obliged. This all happened no later than 10mins after putting in the application on XX/XX/2018. Notwithstanding my explicit request not to proceed with the application and contrary to what I was told by the Chase representative, Chase did in fact go ahead to open a credit account in my name on XX/XX/2018. This is now being reported in my Credit Report and Chase has refused to correct this information on my credit report even though they went ahead to process an application which I did not consent to and out of their error.
Company Response: Closed with explanation

Timely Response

2019-03-14

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This complaint relates to mortgage company unfairly refusal to endorse and release funds from a legal settlement in which a mortgage lender has no financial interest. I incurred property damage XX/XX/XXXX. When my insurance company neglected to properly assess the claim, I was forced to file a lawsuit in California court. Ultimately, at great expense to me, I settled the case and received a check for {$130000.00} from the insurer, with of course no admission of wrongdoing and no allocation of what the check was for. This check amount includes recovery for all my legal fees and litigation costs and recovery for several causes of action -- only a small portion is related to property damage. That small portion is less than the mortgage company 's threshold to monitor repairs or restrict the funds. The mortgagor has given me the runaround for weeks and will not release my settlement funds in which they have no interest ( approx {$95000.00} ). Further, the remaining balance of the check falls BELOW their own stated criteria for a restricted escrow account to monitor the repairs. Here 's a summary of the relevant amounts : Legal settlement check : {$130000.00} payable to me, bank and my lawyer Outstanding Mortgage : ~ {$110000.00} Minimum repair estimate requiring restricted escrow by JPMorganChase : {$40000.00} MY LICENSED CONTRACTOR REPAIR ESTIMATE : {$39000.00} MY LEGAL FEES and COSTS ( invoice due XX/XX/XXXX ) {$35000.00} REMAINDER = my recovery for the misery of bringing a lawsuit for 2 years .... To make matters worse, the damage is to an accessory structure. Every time I call the bank, I get a different story. Nobody will follow up as promised and they keep referring to another department that does not take consumer calls and repeatedly and summarily " denies '' requests to release the funds. XXXX XXXX ( XXXX ) XXXX
Company Response: Closed with explanation

Timely Response

2019-03-14

Kawaihae, HI

Incorrect information on your report

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

Account information incorrect
Complaint: Contacted Credit Card Collections Officer, Chase Bank, via mail, the first time, on XX/XX/XXXX, to make arrangements to settle the account in exchange for the original instrument of indebtedness in its original form. They received the letter according to return receipt, on XX/XX/XXXX, but no response. Sent a second request for removal of inaccurate information on XX/XX/XXXX. They received the letter according to return receipt, on XX/XX/XXXX, but no response.
Company Response: Closed with explanation

Timely Response

2019-03-14

Quartzsite, AZ

Problem when making payments

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

Problem during payment process
Complaint: To my knowledge, I was never late on my Chase credit card with account number XXXX. But I realized that I was reported as being 30 days past due in XX/XX/XXXX which is not true. I have had this credit card since XX/XX/XXXX with no late payments and not sure why all of a sudden I was reported late. To my knowledge I have always have 100 % positive payment history and have not only tried to pay way before my due date, but also have tried to pay more than the minimum amount. I am on XXXX XXXX in the XXXX XXXX and this late payment is really hurting my credit
Company Response: Closed with explanation

Timely Response

2019-03-14

Mabank, TX

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
Company Response: Closed with non-monetary relief

Timely Response

2019-03-14

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-03-14

Tucson, AZ

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response