JPMORGAN CHASE CO.

2019-08-26

PA

Closing your account

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

Company closed your account
Complaint: I recently applied for a Chase Credit card account and I was approved. I have a great credit report. After a few days of having my account opened, Chase closed my credit card account without letting me know, not even a phone call telling me why they made that decision. I received a letter from the bank today and the reasons they are giving me why they closed my account is because " too many requests fro credit or reviews of credit ''. I just read about it and it looks like they don't like customers to apply for too many credit cards.
Company Response: Closed with explanation

Timely Response

2019-08-26

Stanford, CA

Other features, terms, or problems

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

Problem with customer service
Company Response: Closed with explanation

Timely Response

2019-08-26

Deerfield Beach, FL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2019-08-26

NC

Fraud or scam

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

Complaint: Chase has not responded to the suspicious activity I found on cards opened and closed in my name as per my XX/XX/XXXX credit report. The XXXX card opened in XXXX used an email address of XXXX and an address XXXX XXXX XXXX XXXX CT that was not mine or one I lived at. XXXX XXXX owns that email and used this card to embezzle funds from Chase to himself possibly posing as the merchant vendor. Please review the XXXX transactions on this card from the date it was opened in XXXX until I found it in XXXX and knew nothing about it. You are being scammed and sending money to a person and not to XXXX. Please review the transactions from XXXX to XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-26

Arvada, CO

Incorrect information on your report

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

Account status incorrect
Complaint: I pay my account every month using the companies website and i always get notified that the billing has gone thru, however, a couple times i was notified 30 days later that the billing didn't go thru and that a 30 day late pay was added to my credit report. I have tried to correct the issue with the company and the credit bureaus but have had no success. It is damaging my credit score and i'm not able to get the best interest rates by no fault of my own.
Company Response: Closed with explanation

Timely Response

2019-08-26

Bath, SC

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: Several weeks ago, I knew that my XXXX XXXX membership was going to be due at the end of XXXX. I called them, told them to drop my son off of the policy and send me a paper bill in the mail. The XXXX XXXX lady agreed. At the time, I had planned to pay the updated fee on my latest credit card. To this date, I have never received a XXXX bill. Instead, XXXX XXXX charged an old credit card of mine that I never use, CHASE VISA. I would have never known, as I no longer get statements, but Chase contacted me around a week ago via email, asking if this was a legit charge. I said, NO, it was not fraudulent ( although I question that ), but the XXXX company auto charged it and I wanted it removed. Chase said that they would remove it. Meanwhile, I sent an email to XXXX XXXX member care to handle the issue, and she was sorry, but she couldn't, blah, blah, blah. Both companies have been making me the go between for their laziness and mistakes. My husband works midnights. He gives me full permission to handle all the conflict these two companies have called with repeat phone calls to me, but they insist on me waking him up, asking him a million questions, and then letting him give the phone back to me. I see no resolution in sight without both harassing us to no end. I have XXXX and a XXXX XXXX. My husband works 60 hrs a week, and has health issues, too. My XXXX XXXX membership number is XXXX. I had cut up my Chase cards long ago ( and now both are supposed to be canceled ), so I don't know the full numbers, but my husband 's user name on the account is XXXX and the current email is XXXX for that one. PLEASE make them stop! Chase wants me to pay this charge for a service I do not want to get through XXXX anymore. After both screwed up, we got tow service from our insurance company XXXX. CHASE PHONE XXXX ( XXXX ) XXXX XXXX XXXX ( XXXX ) XXXX Thank you! XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX phone XXXX email XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-08-25

Queens, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I had filed a joint tax return and the check, for {$5300.00}, was made out to me and my wife. She is out of the country and because of marital problems she probably won't come back here. I tried to deposit the check in my account at XXXX and they would not accept it without her being here. I also tried to open an account at XXXX XXXX but it was the same with them. I was assigned a taxpayer advocate by the IRS and she said that Chase Bank would accept it as a third party check. I called Chase on XX/XX/2019 to confirm and they did. I have them all the information about the check and they said they would take it without a problem. I opened an account at Chase on line later that day. The next day, XX/XX/XXXX, I went to a nearby branch to make the deposit. I double checked with a man I think was a manager to confirm they would accept the check and he confirmed they would so I made the deposit. The next morning I had an alert on my phone that my account was overdrawn by the amount of the check and my account was restricted and would be closed soon. I called Chase right away to see what happened. I was told that my wife would need to confirm that the check be deposited in my account ( we don't have a joint account ) and that they would not release the funds without her approval. I was told by the first few people I spoke to that if I could give them a US phone number issued in her name so they could call her to confirm. She is in XXXX and I'm not sure it is possible to get a prepaid SIM card I could send her, but the woman I spoke to at the CFPB said I should try. I have been working with a woman, XXXX, in Chase 's executive office to try to resolve this. Her number is XXXX ext. XXXX. It is urgent that I have access to this money as I am currently unemployed wait for SS XXXX, but at present I have no income, and rent is over due. I have been borrowing from family and friends and thought I would have the finds by now. I hope there is something you can do. I feel I have been robbed of this money. I was told they will hold it for 2-3 yeas and then release it to the state and I will be able to collect it as unclaimed funds. This doesn't seem acceptable. If their loss prevention department has decided not to release the funds to my account they should return them to me. XXXX is working on this, to get them to write me a new check, but she doesn't sound very confident when I speak with her. I hope you can help. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-08-25

Chicago, IL

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: I was a victim of credit card fraud. From XXXX XXXX my Chase credit card was charged XXXX for XXXX shared rides I did not authorize. I contacted my credit card XX/XX/XXXX. The card was cancelled and charges were removed. Approximately a week later Chase determined I was responsible for the charges. I called chase to dispute the charges and I was told to provide a copy of my XXXX ride history. The fraudulent charges were XX/XX/2019. My XXXX ride history did not any rides for the month of XXXX. Despite sending in my ride history, Chase continues to hold me responsible for these charges. I have filed a police reports and identity theft report with the federal trade commission.
Company Response: Closed with monetary relief

Timely Response

2019-08-25

Brooklyn, NY

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: I recently started an online retail business that handles fulfillment through XXXX. I spend a significant amount of money on shipping labels with USPS and XXXX, but the transactions happen through XXXX 's backend. I have a Chase Sapphire Reserve card, and I liked the features, which piqued my interest in the Chase Business Ink Preferred card, which advertises 3x bonus points on shipping charges. Concerned that XXXX may not show up on my statement as a shipping purchase, prior to applying for the Business Ink Preferred Card, I asked customer service agents both over the phone and in person while applying for the card if XXXX would qualify for 3x points. I was told repeatedly that I can always call in to have points adjusted if something doesn't show up under the correct category, but there was absolutely no way for them to tell me before applying for the card. I was told specifically by a customer service agent that if something does not generate 3x points automatically they could " contact the marketing department, '' to have it corrected. Low and behold, after applying for and receiving the card, XXXX shipping purchases were NOT automatically generating 3x points. In the last month alone, I've spent thousands of dollars on shipping costs, which amounts to several hundred dollars worth of rewards points. I called Chase about this, as I was told they could adjust it, but now that I have already applied for the card I was told promptly that its up to how the merchant codes the purchase and there was nothing that could be done. I asked about contacting the rewards or marketing department, as I was told they would do prior to applying for the card, and they told me there is no way to do that. I asked to speak to a supervisor who told me there's no way to change anything and that I have no recourse. I asked for a way to forward invoices from XXXX to show all the shipping charges as line items. They told me there was no way to send an email nor is there anyone else I could contact. I asked again a couple of times and they told me I could submit screenshots of my bill through their " Secure Message Center '' on the website. I contacted Chase and I let them know that I felt defrauded. The ONLY reason I applied for this card was for those 3x rewards points on shipping purchases. I did not need another credit card nor a hard inquiry on my credit report. I felt like the process for disputing points was wildly misrepresented by their customer service agents. They granted me an adjustment for some of the shipping purchases. I sent a follow up message with a full account of all my shipping charges from XXXX, with both shipping charges listed as line items and the transaction information as it appears on my card, and they told me they would not adjust my points and there was nothing they could do. I feel as if I demonstrated a reasonable effort to clarify the concerns I had with their product before applying, and that Chase was neglectful at best, but more accurately deceptive, in not one interaction but several when selling me this card.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-25

Katonah, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-08-25

Lafayette, CA

Closing an account

Checking or savings account: Savings account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2019-08-25

Spring Hill, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I have been with chase bank for almost a year and ive always had my account with enough money it it but the bank is refusing to return my overdraft fee. im very disappointed. i also have direct deposit and i lost my whole paycheck because of it. Im ready to leave and go to XXXX XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2019-08-25

Quartzsite, AZ

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: I have applied to open both a checking and a savings account at Chase on their website. After I was turned down the first time, I have reapplied within minutes thinking that it might have been a processing glitch, I was turned down for a second time. I have applied today, XX/XX/19, and was turned down for a third time. The first two applications were submitted in XX/XX/19 and I have received two letters from Chase explaining the reason for the denial both of which are dated XX/XX/19. It is because of these letters I am filing this complaint today after getting turned down for a third time, for which I am sure I will receive a letter. On each letter, whose copies I will share with you, my calculated credit score appears as XXXX out of XXXX and this calculation is reported by XXXX. There are 3 factors listed as being the reasons why my application is turned down : 1. Two many recently opened accounts 2. Length of time since most recent bankcard account has been established is too short 3. Not enough debt experience The first two negative factors have low impact on credit scores. The third one is the source of confusion in that if I did not have enough debt experience, how could I possibly have a score of XXXX? All in all, these reasons do not mesh well with my credit score and my general financial viability which leads me to believe that they were thrown together to make a case which they fail at. The only reason for this complaint today is to understand why I was really turned down - need plausible reasons because this is likely to cause me trouble. With my financial background I should not experience anything like this. I would be able to rectify whatever is causing this outcome once I know why it is happening. On a final note, the last credit report I got from XXXX ( I am a customer of their monitoring service ) for all XXXX bureaus list my scores as XXXX, XXXX and XXXX. My XXXX score today is XXXX. If there is a blemish on my record elsewhere, I need to know about it since it should not be there.
Company Response: Closed with explanation

Timely Response

2019-08-25

Glendale, CO

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: I called Chase customer support in order to discuss payment options regarding 3 credit card account I have with them on or around XX/XX/2019. I was unemployed during this period and called to see if there were options to reduce my payments temporarily while I got back on my feet. At the time, I was less than 30 days late on my accounts, and we discussed a hardship program over the phone in which I would make 3 payments specified by Chase and then the account would be brought back current. We discussed payments that would work for me as I was returning to work that month, and the phone rep set up 3 payment withdrawals for each of my 3 accounts. This was an amount agreed upon with the phone representative, and the electronic withdrawals were set up by the Chase. 3 months later, around mid XX/XX/2019, I come to find that they have been reporting my account late, and when I spoke to them, they said it was indeed a bank error after reviewing the phone call. I received a call a couple of days later from Chase saying they made a mistake again, and they were going back on their word that they had made an error. They said the late payments would stay. The phone representative never made any mention that I was not in fact enrolled in a hardship program. They never mentioned that the payments they had set up for me did not go towards bringing the account current. There was no indication that the payments were not in a sufficient amount to bring the account out of late status at any point. I now have 8 rolling 30 day lates and 1 60 day late reported on my credit report erroneously because the representatives at Chase failed to inform me of the negative impact that the payments THEY set up for me would cause. Had I been informed I needed to bring my account current or needed a higher monthly payment amount, I would have made different decisions. I called this creditor in a time of need asking for help, and they put me in a much worse position. These are unfair and deceptive practices from the collection department at Chase, and this is seriously hurting their customers in need. Instead of offering customers an honest path to bring their accounts current, they put them on a path that negatively impacts their credit scores, credit reports, and financial future for years to come. I urge that the CFPB please do something about this.
Company Response: Closed with explanation

Timely Response

2019-08-25

Three Bridges, NJ

Incorrect information on your report

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

Information belongs to someone else
Complaint: Fraudulent account reported in my credit report.
Company Response: Closed with explanation

Timely Response

2019-08-25

Milwaukee, WI

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: I have disputed several transactions and sent documentation to Chase Bank via fax and Chase claimed that the forms with supporting evidence were not received even though I have successful fax confirmation from third parties. Dispute transactions are : The XXXX XXXX for {$300.00} XXXX for {$300.00} XXXX XXXX for {$240.00} Hue for {$92.00} XXXX for {$260.00} These transactions were disputed and the merchant did not provide clear evidence that contradicts my disputes and the bank did not process my response to the merchants documents.
Company Response: Closed with explanation

Timely Response

2019-08-25

Laurel, NY

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: I was a employee of a corp that im no longer of. company obviously stopped paying card. XXXX is putting on my credit. Sid im not owner. Asked them for copies of application showing me as personal guarantor. No response. They started investigation but have heard nothing. They keep reporting past 120 on my report damaging me from moving forward in my business ...
Company Response: Closed with explanation

Timely Response

2019-08-24

Cheverly, MD

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Complaint: During the summer months, I experience a decline income due to my employment. Therefore, I request a one month payment extension with my Auto Loan Company, Chase. For the past almost fours years, my request for payment extension is granted. I have never been delinquent with my auto loan payment. However, On XX/XX/2019 my request for a one month payment extension was denied this year. I explained my situation to representative and the supervisor with no avail. After a lengthy discussion and waiting, I was informed the reason for the decline as it is not " contractual ''. This reason for denial baffled me and therefore I emailed the office of XXXX XXXX Executive Director, Communications, JPMorgan Chase & Co. A representative contacted me and stated Chase will follow-up. About week later a representative of XXXX XXXX XXXX XXXX office called. The representative shared her role was help resolve the matter. The representative via conference call contacted the department handing my request. After, reviewing my information my request was still denied based on " policy changes ''. I requested an explanation and representative stated a letter will be mailed with explanation. I have received XXXX letters the reason for denial was not " policy changes ''. I would like CFPB help in exploring the denial of my payment extension request especially since I have been clear reason for denial.
Company Response: Closed with explanation

Timely Response

2019-08-24

Austin, TX

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-24

Alafaya, FL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Closed with non-monetary relief

Timely Response

2019-08-24

Jersey City, NJ

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 explanation

Timely Response

2019-08-24

Rncho Domingz, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: My son ( who has a joint account with me ), unknowingly deposited a fraudulent check for {$2700.00} into his account on XXXX XXXX for the sale of a bicycle for which he was asking {$700.00}. The person who sent him the check asked him to electronically transfer a portion to them ( {$2000.00} ) to a QuickPay with XXXX payment to " XXXX XXXX XXXX ''. The bank made the funds available to my son right away ; even though it was significantly more money than had ever been in the account and the check was a personal out of state check. My son believed that he confirmed the check had cleared by seeing that the funds were available in the account prior to transferring money the following day ( XXXX XXXX ). A few days after the funds had been electronically transferred ( XXXX XXXX ), the check bounced as having been from a non-existent account. We filed a complaint with the bank ECW # XXXX and the bank has claimed that because it is a joint account, and I have a long standing relationship with the bank the funds were made available right away. They also said that there are many criteria that determine when funds are made available, but didn't share those criteria with me. The same bank wouldn't give my son a credit card ( with only a {$500.00} credit limit ). When I stated that this was a much bigger loan, that we didn't even ask for, the bank said " this wasn't a loan ''. We ( my son and I ) have filed a police report with the local police and filed a report with the FBI online.
Company Response: Closed with explanation

Timely Response

2019-08-24

Wonder Lake, IL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I am appalled at this situation with Chase. I have spent over 3 months now trying to get this issue resolved. At this point, I've exhausted my options to resolve the issue on my own, and Chase has not done anything to facilitate the issue. My Chase checking account had three fraudulent actions. On XX/XX/XXXX there were two credit transactions for {$0.00} and {$0.00} with description XXXX XXXX TRIALCREDT. On XX/XX/XXXX there was a debit of {$900.00} with description XXXX XXXXT NEWACCOUNT. We were on vacation that week, and weren't actively monitoring our transactions. We were on a XXXX XXXX out of XXXX XXXX, we departed on XX/XX/XXXX and returned on XX/XX/XXXX. On XX/XX/XXXX, we were reviewing our finances on XXXX and noticed these three charges. At first I contacted XXXX to see if they had an account opened in my name - maybe I made a mistake and didn't recognize the charge/account. They had no accounts opened under myself or my wife, so said I needed to work with my own bank 's fraud department so that they can resolve. I contacted Chase to alert them that these were unauthorized, fraudulent charges. I was told it would be taken care of without issue, and a temporary credit would be issued for the {$900.00}. I explained my thesis - the two credits were done to " verify '' the account at XXXX, and once done they were able to deduct the {$900.00}. Later on, I was told I was absolutely correct. On about XXXX ( there's no notice or letter on the site, but Chase can verify the date ), I received a letter in the mail stating that my " claim '' was denied and the {$900.00} was going to be removed from my account. I immediately called Chase to ask why, and they indicated they had not received the letter back ( attached ) which required : - Review the transactions you are disputing and thoroughly answer all of the questions, - Sign the form, and - Return it by the date above to avoid a delay or denial of temporary credit. I told them that I had not received the letter, or maybe I overlooked it as an account disclosure as it wasn't obvious to me that I needed to do anything further after initially reporting the fraudulent charges. I went to the bank branch to expedite the process of getting the forms signed, and the banker said she faxed the forms. I sent them back the signed forms and a separate letter detailing what had occurred ( I don't have a copy of it, but it's basically everything I've written so far ). Part of their denial was related to the two " credit '' transactions which they had not included in the original claim. I said I had noted that those were fraudulent previously. I called about a week later and they said that the original claim was still denied. I asked if they had received the signed letter, to which they replied " no ''. I went back to the bank branch and signed the form again. I took the form and faxed it along with my explanation letter on ~XXXX, which they then opened a new claim for the two " credit '' transactions. The " credit '' transactions of {$0.00} total were removed from my account. There have been numerous phone calls to Chase in between looking for status updates, and it basically went unreviewed for about a month. In the process Chase indicated there's a 60 day window to request funds back from a merchant. I said I reported it within that time to Chase. I pleaded with them to call XXXX XXXX - they said they can't make outgoing phone calls. ARE YOU KIDDING ME? After about a month, one time when I called again and they said that the {$900.00} claim was denied because the " courtesy credit '' was submitted late because they didn't have the forms ( although they reopened as a courtesy to me on XXXX ), but that the merchant denied after two separate requests. THEY LIED. They said I would need to reach out to " the merchant '' - WHICH IS A BANK. I called XXXX direct again and explained my situation. They couldn't be kinder and more understanding. They again verified that they don't have accounts opened in my or my wife 's name. However, I explained the situation and their Fraud department looked up the transaction using my Chase account number and the amounts. The agent validated that the account those funds had gone and come from, and the account had been flagged as fraudulent and frozen. They say saw the " trialcredits '' were sent back to their institution, but that THERE WAS NO RECORD OF THE {$900.00} BEING CLAIMED BY CHASE AS FRAUD. They said the money is sitting in the account at XXXX, and Chase just needs to submit the claim and they'll return as a regulatory requirement. They'll honor those requests for up to a year! So after further questions to Chase, it turns out my " requests were denied '' by Chase 's RESEARCH DEPARTMENT, NOT THE MERCHANT ( HENCE THE LIE )! I've given more than enough information to explain the situation, and they took forever to basically ignore. I called Chase back and they said they'd escalate again given the circumstances. I called on Tuesday XX/XX/XXXX and they said I could call back in 3-5 business days to see if there's a resolution. They don't have the courtesy or ability to call me! I called on Thursday XX/XX/XXXX and they said " did a supervisor call you? '' to which I replied " No, they said I needed to call to get an update ''. They replied " well it will take 3-5 business days, so try back later ''. Here 's the deal - I had three fraudulent transactions that I reported to Chase in less than two months after occurring. They HAVE NOT CLAIMED THE FUNDS even though they were unauthorized, fraudulent charges. I've spent countless hours on the phone explaining the case, providing information, even contacting the other bank who told me what Chase needed to do. In the end, this feels like I'm being taken advantage from as I am the one liable for the unauthorized ACH transaction. I'm pretty sure there's a regulatory requirement against that.
Company Response: Closed with monetary relief

Timely Response

2019-08-24

Tarzana, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I had issues of multiple unauthorized ACH transfers from multiple remittance companies starting in XXXX, XXXX, XXXX, XXXX and XX/XX/2019. I have visited the Chase branch at XXXX XXXX, California multiple times and have closed and opened new accounts four times. However, my newly opened accounts continuously are compromised with unauthorized charges. I have asked Chase for options to control my account from either restricting ACH transfer to select merchants, using two factor authentication to approve for ACH transfers or rejecting ACH transfers from any remittance company. I have been advised by Chase that there no control options other than to close the account or to call Chase if an unauthorized transaction occurs. This also requires me to sign an affidavit acknowledging the unauthorize transaction every time an unauthorized transaction occurs. This is simply too burdensome. I have closed and opened new accounts 4 times, per Chases advice. I have run anti-malware and anti-virus software on my computing devices and they all came out clean. The unauthorized transactions keep on occurring and Chase is stating they dont have any controls or mitigation steps to secure my account. Please assist.
Company Response: Closed with explanation

Timely Response

2019-08-24

Echo Park, CA

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response