JPMORGAN CHASE CO.

2019-02-28

Adelphi, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-28

OH

Getting a credit card

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

Application denied
Complaint: XX/XX/2019 Chase denied credit based on a number of accounts opened in a 2 year period reference # XXXX and not my credit worthiness. The reason the other accounts were opened is due to companies competing with lower rates.
Company Response: Closed with explanation

Timely Response

2019-02-28

Sneads, FL

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-02-28

Tarzana, CA

Incorrect information on your report

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

Account information incorrect
Complaint: A Chase Credit card shows up on my credit report as past due amount from XX/XX/XXXXand that the amount was charged off. This card was paid as agreed and not a charge off. The information is incorrect.
Company Response: Closed with explanation

Timely Response

2019-02-28

Dallas, TX

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-02-28

Sandy Hook, CT

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Company Response: Closed with explanation

Timely Response

2019-02-28

Bronx, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I write to you regarding the improper actions of Chase with respect to the FHA servicing of a loss mitigation review, approval and subsequent denial thereof for the above referenced account. As described below, Chases misconduct in this matter resulted in unfair and deceptive acts and practices in connection with loan servicing, foreclosure, loss mitigation, violation of homeowners rights and protections and the use of deceptive practices resulting in a waste and abuse of taxpayer funds Each of the allegations regarding Chase contained herein applies to instances in which Chase, either itself or through its affiliates, agents or subsidiaries, engaged in the conduct alleged. Based on the facts and behavior of the Chase, we feel that they have intentionally taken steps to avoid honoring the FHA loan modification approval that was issued in XX/XX/2018. Said behavior has harmed the borrower and will ultimately harm the FHA Mutual Mortgage Insurance Fund. Per the federal statute, a loan servicer shall engage in loss mitigation actions for the purpose of providing an alternative to foreclosure .... ' Id. 1715u ( a ). A mortgagee `must consider the comparative effects of their elective servicing actions, and must take those appropriate actions which can reasonably be expected to generate the smallest financial loss to the Department [ of housing and Urban Development ]. ' 24 C.F.R. 203.501. '' The borrower for the above referenced account was in default on his monthly payments and applied for a loan modification. Via letter dated XX/XX/2018 Chase approved the borrower for a loan modification. That approval was received on XX/XX/2018. Attached hereto as Exhibit A is a copy of the approval. The approval included a FedEx label, which indicated that something needed to be returned to Chase. My office reached out to Chase and was told that the signature page of the trial modification was not included, but because the matter was being litigated no further information could be provided and that it was necessary to contact Chases attorney. Thereafter, on XX/XX/2018 my office contacted Chases attorneys office requesting a complete trial modification so that it could be signed and sent back to Chase, at which point Chases attorneys office replied that Trial modification should require no signatures, simply that they make their first payment within the timeframe indicated so we should be all set. ( emphasis added ). See the email communications between my office and Chases attorney attached as Exhibit B. Thereafter, the borrower timely made both his first and second trial payments as required. Then, on XX/XX/2018 Plaintiffs attorney forwarded a letter dated XX/XX/2018 to my office which was a trial approval requiring a signature, it appears that the XX/XX/2018 letter had originally been sent to the borrowers prior attorney. Attached hereto as Exhibit C is a copy of the XX/XX/2018 email. Then, on XX/XX/2018 the borrower received a letter, dated XX/XX/2018, stating that the modification had been terminated because the borrower failed to timely return the signed trial plan. Attached hereto as Exhibit D is a copy of that letter. On XX/XX/2018, after communicating with Chases attorney, the borrower returned the signed trial plan, which had only been received five days before, and requested Chase honor the loan modification offer. Then, the borrower attempted to make the XX/XX/2018 trial payment, but that payment was rejected for not being in certified funds, and then when the borrower sent the money in certified funds, it was again rejected by Chase. See returned payment attached hereto as Exhibit E. After additional communication the borrower was informed, in XX/XX/2018, that Chase would honor the loan modification provided the borrower made the XXXX, XXXX and XXXX payments in one lump sum. Attached hereto as Exhibit F is a copy of the email directing such payment. However, the borrower was unsure of where to send the payment, he requested wiring instructions or for Chase to take the payment over the telephone, but that could not be done, and therefore the borrower was unable to send the payment until XX/XX/2018 which is when he learned of the correct address. Attached hereto as Exhibit G is a copy of the payment. Chase rejected this payment too. Attached hereto as Exhibit H is a copy of the rejection. Thereafter, the borrower was advised by Chases attorney that his best course of action was to apply for another loan modification, which was thereafter denied by Chase. Attached hereto as Exhibit I is a copy of the denial letter. A foreclosure sale has now been scheduled for the borrowers home. Attached hereto as Exhibit J is a copy of the notice of sale. The actions of Chase in this action have been totally improper. This is a FHA loan and is therefore insured by HUD, which means that if the loan suffers a loss, HUD will need to pay a claim. Because this is a government insured loan, Chase was required to take those appropriate action which can reasonably be expected to generate the smallest financial loss to the Department pursuant to 12 C.F.R. 203.501. Here, the borrower demonstrated not only an ability to pay the loan, but a willingness to do so as well. Moreover, it is clear that the only cause of the alleged default with respect to the proposed modification was as a result of certain communication breakdowns, and not due to any inability to reluctance to pay. In fact, it should be noted that the borrower tendered each and every payment that came due, which payments were either accepted or made in certified funds, thereby showing that the modification was possible. By refusing to honor the loan modification, Chase has created a situation wherein the borrower stands to be harmed, through the loss of his home, HUD stands to be harmed by potentially paying out a claim that it would not need to pay but for Chases refusal to honor the modification, while Chase will suffer no harm as it is fully insured by HUD. This is in clear violation of 12 C.F.R. 203.501 and would appear to be in bad faith, and is against the public policy of New York. Therefore, in light of Chase, and its attorneys, repeated malfeasance or nonfeasance, as the case may be, wherein the borrower was told explicitly that no signature was necessary for the trial modification, when Chase did require such a signature, Chases rejection of trial payments despite agreeing to honor the modification, Chases failure to timely provide a mailing address for a three month lump sum trial payment, and then Chases rejection of that payment, after informing the borrower that such payment would be accepted, you should find that Chase has acted improperly and therefore mete out any punishment deemed appropriate for its handling of this matter.
Company Response: Closed with explanation

Timely Response

2019-02-28

Santa Ysabel, CA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: In the fall of XX/XX/XXXX we obtained a commercial bank loan from Chase. The loan officer we worked with was very aggressive with the interest rate in order to get our business. In XX/XX/XXXX Chase attempted to call the loan on the basis of an " ownership change '' made by the lessee of the property. Despite having been informed of the name change of the lessee as required by the terms of our loan, Chase remained very persistent until they were informed that the name change of the corporation did not constitute a change in ownership. On XX/XX/XXXX we received a default notice from Chase on the assertion that we had not provided requested company tax documents. Chase was using the old corporate name of the lessee as the basis for the default despite knowing that the name of the corporation had been changed. They claim there were The Borrower has made timely payments on the guaranteed loan, so there is no current or past issue with either the loan ; and there is no basis for questioning the Guaranty. To be clear, the LLC holding the building and the lessee ( corporation ) stand ready to abide by all of the terms of its XX/XX/XXXX Guaranty. Chase entered into this loan willingly at the current rate. They have now made two attempts to try to force a default in order to raise the interest rate at the prevailing rate.
Company Response: Closed with explanation

Timely Response

2019-02-28

Arlington Heights, OH

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-28

Sierra Madre, CA

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
Complaint: I would like to dispute two unauthorized charges I found on my credit card. It is unfortunate that I didn't find this charge until I am gathering information for my annual tax. The two charges are XX/XX/2018 XXXX XXXX {$1500.00} XX/XX/2018 XXXX I didn't authorize for these two payments, so it is considered as fraud, but Chase bank refuses to process and dispute these two fraud payments for me. Please help me to look into this. thank you very much
Company Response: Closed with monetary relief

Timely Response

2019-02-28

Canaan Lake, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Company Response: Closed with monetary relief

Timely Response

2019-02-27

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-02-27

Mesa, AZ

Closing your account

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

Company closed your account
Company Response: Closed with non-monetary relief

Timely Response

2019-02-27

Ernul, NC

Managing the loan or lease

Vehicle loan or lease: Lease

Billing problem
Complaint: Lease was a 36 month agreement, starting XX/XX/XXXX with Chase Auto Finance with myself as the cosigner and my father as the main signee. In XX/XX/XXXX, my father XXXX XXXX due to XXXX. Rather than sending further bills to myself, Chase stopped sending the bills despite the lease being pay bill by mail. I called on XX/XX/XXXX and paid by phone after dealing with a customer service representative who assured that all bills would be sent to myself till lease was completed. Instead, however, they continued to refuse to send the bill, all while charging me and adding late fees to my account. They additionally marked myself as having delinquent payments and tanked my credit rating despite never contacting me at all in those months, nor trying to collect. They only got in contact with me on XX/XX/XXXX to try to threaten me with taking me to loan collections, months after they'd already said they'd send me the bills and failed to do so. Further phone calls reiterated that while they had messed up, they refused to do anything about the marks applied to my credit rating as well as blamed me for their failure to send the bill, stating that it was something I could mail in despite never receiving said bill. I paid the next day by providing my bank account information in a call with Chase Auto Finance. On XX/XX/XXXX, they called again to ask about a late payment for yet another bill, despite having said they'd send the bill on the XXXX back when I talked with them and that I had tried to pay everything off just a few days earlier on the phone. I inquired then as to the black marks on my credit rating that they had applied, and their response was to to effectively tell me that it was not their problem, and that I was to blame as I could 'send the payment in by mail ' despite Chase Auto Finance never sending said bills. They fully expected me to pay bills off without receiving any and got defensive when I asked how they expected me to pay by mail without ever receiving said bills before terminating the call. Chase Auto Finance has made it clear that they do not care about keeping their end of any agreement signed.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-27

Okc, OK

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On XX/XX/XXXX I received from XXXX XXXX ( now XXXX XXXX ) an offer to upgrade my XXXX XXXX credit card to the new XXXX XXXX XXXX XXXX Card. The advertised offer was if I would upgrade to the new card I would receive XXXX points added to my XXXX XXXX account after my first purchase completed by XX/XX/XXXX. I then attempted to do the upgrade through the email on their " Upgrade Now '' button. It would not work, and I tried multiple times. I then called in to XXXX/Chase ( bank that issues the XXXX cards ) and did the upgrade over the phone. I verified with the man I spoke to that I would indeed get the XXXX points doing this over the phone. He assured me that I would. Once I received the new card in the mail I made two purchases. The first on XX/XX/XXXX for {$16.00} and the second on XX/XX/XXXX for {$46.00}. Thus meeting the requirements to earn the reward. On XX/XX/XXXX I was given a bonus of XXXX points. I never agreed to upgrade for XXXX points. The annual fee on this card is more than what it was on my old card and I was not interested in upgrading for only XXXX points. Therefore, I would have never accepted that offer. Once I saw this I called customer service and spoke to XXXX on XX/XX/XXXX. She told me they posted the XXXX points on XX/XX/XXXX and should post the additional XXXX points after the next billing cycle ( XX/XX/XXXX ). This never happened so I called customer service again on XX/XX/XXXX and spoke to XXXX. He stated I received incorrect information from XXXX, and said he would submit to his marketing department and see if they could add the additional XXXX points. He also told me the upgrade link didn't always work for their customers, so evidently this has happened to other people. He stated I would get a letter in the mail which I did on XX/XX/XXXX. This letter came from Chase Cardmember Service. The gist of the letter was that I was eligible to earn the XXXX bonus points, and the points would post in six to eight weeks. Again six to eight weeks have passed and they still have not posted. So on XX/XX/XXXX I called again and spoke to XXXX who supposedly escalated the issue to get the points added. As of this date I still have not received the points that should have posted in XX/XX/XXXX. I feel that this is false advertising. I have been a XXXX card holder for several years, and a Chase customer for even longer. I am very upset with the bait and switch that has taken place, and the lack of follow through on XXXX and Chase 's behalf. I'm hoping that this last appeal does something to bring this to their attention and get this corrected promptly.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-27

Hayward, 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
Company Response: Closed with explanation

Timely Response

2019-02-27

OH

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: I am receiving many phony calls daily from an unidentified company claiming that my credit card company ( and the recorded message doesn't say which credit card company ) is offering me a better deal on upgrading my credit line amount. No human is involved in the calls ; a recording comes on only which says to press a button to connect with someone to discuss your account information. My phone number was probably sold to the scammers who will try to profit from this fraud. I have not received any mailers, just these phony calls. This can only involve my Chase Visa card through XXXX XXXX and a joint Chase Bank account with my husband, so it is unclear which is involved and perhaps does not matter as this is trolling for any and all info, so I assume the scammers just throw out the name of the card company hoping to steal all of the account information and drain the account of funds and to use the account for fraudulent purchases. I hang up and then try to call the phone number that shows up in my caller ID. When I do so, any of the phone numbers I call back are not legitimate, as a recording comes on, " we are not able to complete this call, try calling again ''. No legitimate credit card company is associated with any of these many phone numbers. This is clearly a scam to obtain personal account information from those who can't figure out that real credit card companies render offers in the mail and never contact clients in this manner. I am appalled this is occurring. I don't know who is making these calls from varying phony numbers sometimes up to 10 times a day. I also don't know if I can stop the scammers, but at least I can try to report this illegitimate behavior. I will also report the phone numbers used to the FBI fraud unit for their records.
Company Response: Closed with explanation

Timely Response

2019-02-27

Bremen, GA

Other features, terms, or problems

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

Problem with customer service
Complaint: I put something into dispute. I received an e-mail telling me to look at the Chase message center for the charge card because they needed more information. I supplied the information via Chase message center. I have contacted them several times to ask if my dispute was completed and I did not hear back from them. I contacted them today and I was informed that they had asked for more information and that I had not supplied it. I told them that I had not received an e-mail from them stating that they needed more information or an e-mail telling me to look in my Chase messages. I was informed that they may have only mailed the papers requesting more information or that their Chase message system may of had a problem or been down when they tried to send the message. I asked if they could verify that the Chase message center was up and working and they said it was internal and that they could not verify it for me or let me know the outcome of what they discover???? The way I understand it is they are telling me that because the Chase messaging was down this is my problem and my dispute was declined for this reason. I also understand that this means that if their paperless service is not reliable I will be held responsible.I signed up for their paperless service but that it is not reliable and if it has problems then I am the one who will be paying for their system failure in the end. I spent XXXX hours on the phone with them trying to straighten this out and I was prepared to spend the entire day tomorrow on the phone as well but I got lucky and got a customer service rep named Author who listened and said he understood my problems. I am concerned that an " Author '' may not be available to everybody ( it took me XXXX tries to get him ) and that due to Chases failure to keep their computer systems online and reliable other people may also be held responsible for their system failures. I think this needs to be investigated. In my opinion this is almost fraud when they tell you to sign up for paperless messaging and then they hold the customer financially responsible for the failure of their systems.
Company Response: Closed with explanation

Timely Response

2019-02-27

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2019-02-27

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2019-02-27

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-02-27

Santa Monica, 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 explanation

Timely Response

2019-02-27

Addisleigh Park, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-02-27

Staten Island, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-02-27

NY

Incorrect information on your report

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

Account status incorrect
Complaint: The information that are on all three of my credits report ( XXXX, XXXX and XXXX ) are not accurate. I have try to contact them a few time and i haven't heard back from them. Here are the credit cards : XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX
Company Response: Closed with explanation

Timely Response