JPMORGAN CHASE CO.

2019-03-04

Quartzsite, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-04

Gilbert, AZ

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
Company Response: Closed with explanation

Timely Response

2019-03-04

Santa Barbara, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Hello CFPB, I was reviewing my bank statements XX/XX/XXXX and found that someone had used my Chase debit card for a charge of {$370.00} at a XX/XX/XXXX in XXXX XXXX, XXXX XXXX on XX/XX/XXXX. I was in XXXX XXXX County at the time of the incident and have an affidavit from work as evidence of my location in the day time and can obtain an affidavit from my night job if need be. I have not used my debit card for any in-person purchases in over a month ( as my bank statement will attest to ) and I did not realize my card had been charged until I saw this fraudulent charge on my statement three days after the incident. The most ridiculous thing was that the card was in my possession the entire time! How could anyone have used it anyways? I called Chase to let them know someone had committed a fraudulent charge on my debit card, used it in XXXX County, and asked that Chase please send me a new card and reimburse me for the incident. They did so on XX/XX/XXXX. XXXX XXXX, XXXX my claim was reversed. When I called Chase, they said that since someone used my debit card with the chip and pin number, they recalled the reimbursement and charged my account for the amount I contested! I was physically present in XXXX XXXX county that day. I do not know of anyone living in XXXX XXXX, XXXX XXXX, nor have I ever traveled to that neighborhood of XXXX XXXX. I also have XXXX tags on pictures I took that night as to my location and can provide an affidavit from the two jobs I worked that day to prove that in no way could I have been present in XXXX XXXX, XXXX XXXX to spend an absurd amount of money on GAS in a XX/XX/XXXX ( XX/XX/XXXX 's don't provide gas, but that's how the charge shows up on my account! ) I even called chase claims department to determine if I could get the precise XX/XX/XXXX in XXXX XXXX where this transaction occurred and they could not determine such information from their records. All they could give me was a Terminal FIID : XXXX. I have tried to call XX/XX/XXXX customer service with no luck ( could not reach anyone ) and am very frustrated. Please understand I can not afford to have around {$400.00} stolen from my account. I have already tried contesting the claim twice. If Chase Bank does not have the security measures in place to protect me in such an event or reimburse me when there is fraudulent activity on my account, I will be switching to a different carrier. I hope you can help me as I am the victim of identity theft. I was notified by Chase Bank Customer Service that if I was to provide evidence of my geographical location at the time of the incident I would have my case reconsidered, so I did exactly that. I have also filed a police report on this matter. Looking forward to hearing from you. Thank you for your time.
Company Response: Closed with explanation

Timely Response

2019-03-04

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2019-03-04

Baton Rouge, LA

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2019-03-04

Baytown, 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

2019-03-04

Bay Point, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: I contacted Chase bank on XX/XX/XXXX around XXXX on issues of XXXX XXXX XXXX on authorize debit of {$440.00} out of my Checking Account. I signed a agreement online on XX/XX/XXXX on with XXXX Extending the arrears payments of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX n the back of my Auto Loan. Regular Periodic payments continuing on XX/XX/XXXX and resuming periodic payments continuing on 4th of each month on time. I filed a claim on XX/XX/XXXX at around XXXX with Chase bank Rep on a live cell phone conversation XXXX. I respectfully ask Chase Bank not to release the funds to XXXX and keep the funds in my account as I have written a check to pay a my XXXX XXXX Mastercard bilXXXX of {$200.00}. Chase bank release the funds of {$440.00} to XXXX from my checking account ending # XXXX and now my Checking account is overdrawn over {$600.00} dollars. On XX/XX/XXXX at around XXXX I went to Chase Bank at Consumer Banking XXXX XXXX XXXX, XXXX, California.XXXX -XXXX. I spoke with personal banker Mr.XXXX XXXX.NMLS ID:XXXX. I explain to him on the the issues of funds been debited unauthorize by XXXX and he called Chase bank Claim Department. I talk to Chase bank claim department and she stated that claim was implemented on XX/XX/XXXX and I told her I had evidence of XXXX issues and Mr.XXXX fax XXXX document on agreement in not debiting the {$440.00} on XX/XX/XXXX out of my checking account. A CFPB complaint was filed by me on XX/XX/XXXX against XXXX XXXX XXXX, filed complaint case # XXXX I am XXXX Lifetime and XXXX. I only receive California XXXX XXXX XXXX Lifetime Retirement Pension Income only.
Company Response: Closed with monetary relief

Timely Response

2019-03-04

Massillon, OH

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2019-03-04

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response

2019-03-04

Stamford, CT

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Termination fees or other problem when ending the lease early
Company Response: Closed with explanation

Timely Response

2019-03-04

Bloomington, MN

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: I ordered some things from XXXX previously. They had the option of getting {$50.00} off for opening a Chase Credit Card. I opened the Chase Credit card. Later I ordered some items and put it on my debit card. I never heard anything until about 6 mos later stating I owed an amount of {$220.00}. They could not tell me what items had been purchased. Chase said I would have to call XXXX and they could not tell me what the items were either. I knew I had not charged anything on the Chase card. So I asked them to report it as fraud. A few mos later I got another bill stating they associated it with my email. They named off items I had ordered but I never put anything on a chase card. I always ordered things with my debit checking account. Supposedly, according to them I put three amounts on the Chase card on XX/XX/XXXX. {$28.00}, {$82.00}, and {$110.00}. Now they are sending me to a collections agency. I am upset that they are being dishonest and trying to say that I put things on the Chase card when I never did. And why didn't they bill me immediately after the order. I feel they are being dishonest.
Company Response: Closed with explanation

Timely Response

2019-03-04

Huntington, CT

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Problem with paying off the loan
Company Response: Closed with explanation

Timely Response

2019-03-04

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-03-04

Lafayette, CA

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

2019-03-04

Irvine, CA

Problem with a lender or other company charging your account

Checking or savings account: Savings account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-03-04

Bellaire, TX

Closing your account

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

Company closed your account
Complaint: Hello, I had a XXXX Credit Card that was exposed to XXXX at the end of 2018. They called me and determined that this was indeed the case. They stated that they would send me a new card and I never received it. Being out of sight, XXXX/Chase did not inform me that if anything was coming out of the previous card, it would transfer to the new number. This is what happened and I did not know until it was too late. There were XXXX XXXX XXXX payments that came out of the new card number ( again, I never received this card ) and caused my account to go delinquent. I have never been delinquent on anything in my life. Then I called in XXXX to inquire as to what is happening and that is when I found out about the charges. They then waived the late charges and interest, but I did not care about this. I cared about the negative marks on my credit. I then called today and spoke to XXXX in the XXXX office telling me that the account was closed? I do not understand. I would like my account reopened and negative marks removed becuase this was totally out of my control and was not given adequate information from XXXX/Chase.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-04

Carrollton, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response

2019-03-04

Grover Beach, CA

Trouble using your card

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

Can't use card to make purchases
Complaint: This is my second complaint to you since I did not get a confirmation from you so I don't know if you got the first complaint. I have also filed a complaint with consumer Financial Protection Bureau but they have done nothing. Since my last complaint to you, Chase Bank had violated my trust three more times ( within a 24 hour period ) I have now sent them over 20 emails concerning the 12 times that they have declined my card. Their response is to reply with a scripted response. They have continually accused me of typing in the wrong CVV number which was impossible in many of the circumstances and simply a lie in the rest of the circumstances. Yesterday and today was three more times and this came after their usual scripted response " Your card is in good standing '', " We will try to do better next time '', and " We have elevated this to our fraud department. '' DEAR XXXX PLEASE HELP ME. WHY IS NO ONE LISTENING TO ME? WHY WON'T YOU HELP ME?
Company Response: Closed with explanation

Timely Response

2019-03-04

Co Spgs, CO

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

2019-03-04

Bloomington, MN

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: I discovered on my credit report that there was a credit account opened under my name at J.P. Morgan Chase Bank, N.A. I have attempted to contact the bank multiple times however they kept transferring me to different departments. I have never had banking relationship with this Bank and their reporting in my credit report, when I disputed it with the credit reporting agencies, they asked me contact the bank directly.
Company Response: Closed with non-monetary relief

Timely Response

2019-03-04

Discovery Bay, CA

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: On XX/XX/XXXX I send money via XXXX which is link to my Chase Freedom Credit Card I send money to XXXX XXXX for {$600.00} I did not purchase or receive any kind of Service. I was chatting with a person in the Internet and I was told in order to set up a meeting I would need to send money for {$600.00} to XXXX XXXX. Later I discovered that it was a complete Scam there is no meeting. I Immidietly inform my Bank Chase and XXXX to cancel Transaction. I was issued a Refund via Chase Freedom and the Transaction was canceled. Then on XX/XX/XXXX Chase Freedom process the {$600.00} Transaction of the money I send to XXXX XXXX and the refund was canceled. I called and set up a complaint. Chase is in Favor of XXXX claiming charge is Valid. I set up a complaint. XXXX didn't want to do anything.
Company Response: Closed with explanation

Timely Response

2019-03-04

Hemet, CA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-03-04

Austin, TX

Fraud or scam

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

Complaint: I was looking to purchase XXXX Obama tickets online from XXXX. The event was on Thursday XX/XX/2019 I contacted the seller ( in this listing - https : XXXX ), who said his name was XXXX on Monday XX/XX/2019. I communicated through text ( text thread is attached : XXXX - XXXX ) and twice over the phone with the seller and the agreement was that I would purchase XXXX tickets for {$650.00}. The seller asked to use XXXX XXXX instead of meeting up in person, and asked to be paid through XXXX. The seller also mentioned they used XXXX as their main bank. On the evening of Tuesday, XX/XX/2019 the seller received my payment through XXXX but did not send the tickets through XXXX XXXX. I repeatedly called the seller and sent a screenshot of my XXXX account ( XXXX ). I did not receive a text, or phone call or any other communications from the seller from that point. I am confident that this seller is defrauding users using XXXX because coincidentally, I had a friend who was in contact with this same seller. They communicated through text message and over the phone as well. On the craigslist listing, the seller claimed to have 4 tickets for sale. The evening of XX/XX/2019 around XXXX I sent my payment of {$650.00} ( for 3 of the supposed 4 tickets on sale ) through XXXX. My friend who was in contact with the seller did not send them any money, but inquired about purchasing all 4 tickets around XXXX Wednesday XX/XX/2019. The seller agreed to sell my friend all 4 tickets even though the seller had received my payment for XXXX of those tickets ( XXXX, XXXX, XXXX ). The next day, Wednesday XX/XX/2019, I visited the Chase branch on XXXX XXXX XXXX, XXXX, TX. I spoke with a representative and explained the situation and they said they would make an attempt to reverse the transaction and would let me know the result of their findings. On Saturday XX/XX/2019 I filed a police report with the city of XXXX ( Report. No : XXXX )
Company Response: Closed with explanation

Timely Response

2019-03-04

Hawley, CO

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with non-monetary relief

Timely Response

2019-03-03

GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a mortgage with Chase Mortgage. I have always paid on time and usually pay additional toward principal of approximately {$320.00} per month on a monthly mortgage bill ( PITI ) of approximately {$990.00} per month. I believe it was for my XX/XX/2018 statement when made my typic payment and over payment of {$1.00}, yet I realized the overpayment would be best used to pay other debts the following month. I called Chases customer service and they assured me it would be no problem to suspend these funds for and apply only what was due so that {$310.00} would be waiting in suspense for the following months payment of {$670.00}. This was documented as case number XXXX. The following month, I did make the payment per our agreement of {$670.00} on time yet Chase did not apply the suspended funds. This made me appear late to Chase even thought they committed to hold these funds in suspense awaiting my {$670.00} paynent. Soon after, I started receiving requests for mortgage assistance from Chase and knew there must be a problem with the commitment Chase had made. This late payment caused my credit score to go down approximately 63 points. This decrease caused XXXX XXXX to decrease a credit limit on one I my cards by {$11000.00}. XXXX XXXX XXXX decreased my credit line approximately {$2000.00}. These credit decreases of course had meaningful impacts on my credit utilization ratio by decreasing the denominator - this resulted in further negative impacts on my credit. Concurrent to all this, I spoke to a first level customer service rep who got my problem to a second level person named XXXX XXXX. Mr. XXXX listened to my concern but was more than a little rude. Regardless of his lack of empathy to my issue, over multiple calls, he did agree that Chase made an error and got the actual payment application corrected. He was unable to address the financially devastating impact that this bank error had on my credit score. Over time after multiple calls, I requested escalation and was eventually offered access to XXXX XXXX. XXXX has a voicemail that does not allow for people to leave messages and only allows emails. I have emailed her multiple times and she has attempted to call me back during hours when I am at work as a school bus driver for my community. After I stopped aggressively pursuing her for a resolution that helped me reestablish my now destroyed credit, she was happy to stop calling me for a resolution. I am glad to forward these emails. I need Chase to assist me. Whether it is to extend me a credit card of {$20000.00} at favorable rates or some other solution that has the same positive effect as their error caused a financially devastating negative effect on my credit.
Company Response: Closed with explanation

Timely Response