JPMORGAN CHASE CO.

2019-08-22

Baton Rouge, LA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-22

Boulder, CO

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: On XX/XX/2019, I applied for a United Club MileagePlus Card with a promotion to receive XXXX miles after spending {$4000.00} on purchases within the first three months after the account was opened, among other benefits. I opened this account specifically for the mileage award credit in preparation for travel. On XX/XX/XXXX, after surpassing the spend requirement within the first month, I inquired with Chase to request an explanation for why the mileage bonus had not been awarded. Chase responded with a vague response : " We reviewed your account and determined your account doesn't not qualify for sign up bonus. '' I responded within days to request an explanation for why I was determined not to be eligible, but received no response. ( That inquiry was deleted from my Chase Inbox. ) On XX/XX/XXXX, I spoke with a Customer Service Supervisor who attempted to locate the internal code associated with the XX/XX/XXXX conclusion. She indicated that no code was associated with the file ; she could not determine why I was not eligible for the promotion ; and said she would have to forward the matter for review. Chase sent a XX/XX/XXXX letter, in which they abandoned the argument that I was not eligible and instead charactered my inquiry as requesting a " new offer '', and stated they could not change the terms of the " original offer. '' The characterized the original offer as a " waiver of the annual membership fee for the year. '' On XX/XX/XXXX, I called again to speak with a Customer Service Supervisor. She denied that the promotion I mentioned was ever available for the United Club MileagePlus Card ( which is contrary to screenshots I collected XX/XX/XXXX, when I received Chase 's first response ( attached ). ). She also repeated that Chase could not apply a " new offer '' to replace the " original offer. '' I explained that that was a mischaracterization of the issue -- I was not requesting a new promotion, but rather was asking Chase to honor the original promotion. We ended the call with the Supervisor agreeing to escalate the matter for further review. I followed that with subsequent written summary, expressly rejecting the notion that I was seeking a " new '' promotion and providing further background. I also requested that Chase provide ( 1 ) a listing of all MileagePlus promotions available as of XX/XX/2019, ( 2 ) a copy of my application and relevant offer associated with it, ( 3 ) if a decision was made that I was ineligible for the mileage offer, an explanation as to why, and ( 4 ) how and when the lack of eligibility determination was made and communicated to me during the application process. On XX/XX/XXXX, I again received the same canned response that my account is not eligible for the " new offer you requested. '' Again, this misconstrues the issue : I am seeking the original offer. No attempt was made to address the inconsistencies between the XX/XX/XXXX correspondence and subsequent XXXX and XXXX communications. And no attention was given to my request for Chase to provide information on the promotions they claim were available in XX/XX/2019. Chase 's conduct here constitutes a bait and switch between the offer advertised and that which was delivered. In the absence of a remedy of XXXX miles, or the monetary credit that is equivalent to purchase them, I will cancel this account. ( Based on today 's prices listed on XXXX, the cost to purchase XXXX is approximately {$1000.00}. ) More generally, I hope others will find this helpful and/or CFPB can take steps to hold Chase accountable to honor their promotions.
Company Response: Closed with explanation

Timely Response

2019-08-22

Cincinnati, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-22

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-08-22

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 opened in my name.
Company Response: Closed with explanation

Timely Response

2019-08-22

Nyc, NY

Incorrect information on your report

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

Personal information incorrect
Complaint: I have been going back and forth with chase since the spring of 2019 regarding incorrect information on my credit card. I met with a financial counselor and was surprised to see that I had no credit despite having my chase credit card for a few years. We looked deeper into the situation and learned with chase that the social security number on file for my account was incorrect. I followed the protocol with chase and submitted all of the information required to correct this. On XX/XX/2019 I even received a letter from chase stating that everything was received I followed up with a phone call and they informed me the information would be updated in 10 days and its been over 10 weeks since.
Company Response: Closed with explanation

Timely Response

2019-08-22

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: I have fraudulent account reported on my credit report from chase card services.
Company Response: Closed with explanation

Timely Response

2019-08-22

Peoria, AZ

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: JPMorgan Chase and Company may have attempted to divert some of the $ XXXX Consumer Relief/Restitution to home mortgage loans held by Chase for investment ; and, at the same time deny consumer relief/restitution to Chase-originated home mortgage loans serviced by others. XXXX XXXX XXXX was told that if she had requested mortgage assistance during the time that JPMorgan Chase Bank, N. A. serviced her loan, that she would be eligible for consumer relief from this settlement ; however, when XXXX XXXX XXXX produced proof that she had in fact requested mortgage assistance during the stipulated period, she was denied relief/restitution from this settlement. The XX/XX/2015 Status Update from XXXX XXXX XXXX, XXXX stated that : Loans held for investment JPMorgan Chase Bank, N. A. would receive relief ; while loans serviced by others would not be eligible for consumer relief under the $ XXXX Consumer Relief Settlement. This implies that an undetermined percentage of the 123,737 consumers who received relief this settlement were holders of Chase-owned mortgages, held by Chase for investment purposes. The Department of Justice was never given a list of the consumers receiving restitution ; thus, some or all of the $ XXXX of restitution owed to American owners of Chase-originated Toxic Mortgages ( e.g., XXXX XXXX XXXX ) may have been misappropriated.
Company Response: Closed with explanation

Timely Response

2019-08-22

Philatelic Center, 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: my name : XXXX XXXX address : XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX account : XXXX XXXX for two card chase for 3 card XXXX for 2 XXXX XXXX for 1 I returned to XXXX two years ago and I rarely return to the United States because my mothers XXXX needs to go back to XXXX for treatment. This is the new ID, the previous one was lost, and the new passport is returned to the country. and These payments are not used in my country in the United States and in other countries I have not been to. The bank has not confirmed with me. I have bound the automatic repayment, so many credit cards have overcharged my money. Many of the costs are not used by me and I have not allowed my permission. No one has any email to inform me that I have over-consumed. You can check my historical payment credit. I am paying in full. I had a credit score of XXXX or more two years ago. Now, because I have not passed the transaction I allowed, the expenses incurred are such that the money in my checking account is automatically repaid. Now, my checking and saving are closed. I have been in the United States for a short period of two years and the time spent on my credit card was spent when I was away. I lost my passport and ID card.
Company Response: Closed with explanation

Timely Response

2019-08-22

Garrett Park, MD

Incorrect information on your report

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

Information belongs to someone else
Complaint: I try and pay all my bills on time. I need to refinance my house, but on my credit is a joint credit card that has late payments on it and has been lowering my credit score since XXXX of this year. In XXXX, my fianc accepted a preapproved credit card from Chase Bank and added me as an authorized user without my permission. According to her credit card statement, nothing had been charged to the card since XXXX of XXXX and the balance should have been $ XXXX $ XXXX {$3300.00}. The balance is now {$5300.00}. She had automatic payments withdrawn for over a year, until they started adding an addition XXXX XXXX/month of interest in XXXX of XXXX. After that, my wife had a baby and was out of work for three months. She kept paying until XXXX, but then could no longer afford the extra $ 100/month interest. After that, they also added $ XXXX/month late fees. I met with my lawyer this week and he said for her to call them and have them remove me. Chase Bank told her she had to make a payment of {$1400.00} in order to remove me. Which she clearly doesn't have. She called again today, and after being transferred all over the place for nearly an hour, she eventually talked to someone who could help her. She offered to make a payment of {$200.00} if they would remove my name. They finally agreed that they would remove my name if she made a direct payment from her bank account of {$250.00}. However, as soon as she made the payment, they still refused to take my name off the card.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-22

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-22

Garden City, NY

Opening an account

Checking or savings account: Checking account

Confusing or missing disclosures
Company Response: Closed with explanation

Timely Response

2019-08-22

Mesa, AZ

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

2019-08-22

Chester, NY

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

2019-08-22

Apple River, IL

Closing an account

Checking or savings account: CD (Certificate of Deposit)

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

Timely Response

2019-08-22

Manhattan, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-21

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-08-21

Louisville, KY

Fraud or scam

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Complaint: I received a cashiers check for a car sale for {$17000.00}. The buyers came out from Missouri with a cashier check from XXXX XXXX. Addressed to myself and the Vin # of the car in the memo. I am a XXXX member with Chase Bank, so I trust them with my money. I deposited the cashiers check on XX/XX/XXXX at my local Chase Bank in XXXX, Kentucky. No questions were asked from the teller. I did inform her I just sold my car and she informed me the funds would be available soon. On XX/XX/XXXX I happened to check my bank statement online to see the {$17000.00} refunded. I called Chase immediately and all they told me that it had been refunded. I drove to the chase bank I had made the physical deposit and spoke to their acting manager. She was able to pull up the check and told me someone higher up in Chase deemed the check altered. I informed her this was for selling my car and that I no longer had the car in my possession. I also informed her that the buyer stated his loan account was not active and that is why the cashier check did not go through. I was already under stress with thinking I was just scammed but the acting manager reassured me things were likely fine and that his bank would sort it out. XX/XX/XXXX I ended up calling the bank on the cashier check myself and gave them the check #. Their teller informed me that the check was a fraudulent check and was not one of theirs. I was furious. I was just scammed out of {$17000.00} and lost my car. I immediately filed a police report and went to another Chase bank and spoke to their manager who immediately saw what the check was missing. He admitted that the teller should have caught this mistake. I am baffled as to why Chase did not call this other bank to verify the funds when I was depositing that day? I have not been able to sleep or do anything but worry. I have been doing my own investigation on the case, and feel if Chase would have caught this back on XX/XX/XXXX I would have been able to start looking for my car sooner.
Company Response: Closed with explanation

Timely Response

2019-08-21

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-21

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-21

Columbus, OH

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-08-21

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-08-21

Foothill Ranch, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: SINCE XX/XX/XXXX CHASE BANK LEGAL DEPARTMENT HOLDING MY CHECKING ACCOUNT # XXXX FOR NO REASONS AND ON XX/XX/XXXX THEY WITHDREW {$1500.00} WITHOUT ANY NOTICE. NOW I AM TRYING TO GET FACTS AND INFO BUT THEY ARE NOT PROVIDING ANY. I STOPPED BY AT CHASE XXXX BRANCH TO GET JUST LETTER TO SHOW MY CPA ATTORNEY XXXX BRANCH MANAGER XXXX XXXX NMLS ID:XXXX REFUSED TO COOPERATE AND FLATLY REFUSED TO PROVIDE ME LETTER, CHASE BANK NOT PROVIDING ME WHAT I WANT TO KNOW. WHICH LEGAL DEPARTMENT HOLDING MY ACCOUNT??? WHY THEY ARE HOLDING? WHY THE WITHDREW {$1500.00}? WHERE THEY SENT THIS {$1500.00}? HOW LONG THEY ARE GOING TO PLAY WITH MY ACCOUNT? 10 DAYS? 10 MONTHS? 10 YEARS OR LONGER?
Company Response: Closed with explanation

Timely Response

2019-08-21

TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: On XXXX XXXX, XXXX- 2 Transactions on this date hit my bank. 1. XXXX XXXX {$9.00} 2. XXXX {$89.00} I have notifications on my bank account and prior to any transactions hitting my bank account I had a positive balance of {$15.00} According to my alerts from yesterday, Transaction # 1- XXXX XXXX {$9.00} was processed via debit card at XXXX which left me with a balance of {$5.00} I got the notification that my balance was below the {$10.00} amount. Several hours later Transaction # 2 hit my account via debit card from XXXX for the amount of {$89.00} which turned my account into a negative balance of - {$83.00} which would prompt an overdraft fee, no hands down. But I get two overdraft fees, one for each transaction. So I called CHASE to figure this mess out and they tell me they decided to process Transaction # 2 before Transaction # 1 which allowed them to charge me two overdraft fees, this by no means is not fair business and should be against the law for a bank to alter the books to gain a profit. This is fraud and theft
Company Response: Closed with monetary relief

Timely Response

2019-08-21

AZ

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Complaint: I have recuuring transfers from my checking account going to my savings account on the XXXX of each month. I attempted to change the amount of the treansfer from {$43.00} per month to {$50.00} per month. Since I am complterely XXXX I can not access the bank 's website because it is not ADA compliant. I called the 800 customer service number and was refused service because I could not read the digits on my ATM card and I was told to visit my local branch. When I arrived at my local branch, I was verified with my state ID but again was refused service because I was told that company policy does not allow personal bankers or tellers to assis the XXXX because I can not XXXX XXXX their computer screens. While I can understand that this policy is in place to avoid bank employees from committing fraud on a customer 's account, there is no policy in place to help the XXXX who can not access the online system or physically see a computer screen. Thus, this policy is a direcr volation of federal law and a violation of the XXXX. While the banker 's at my local branch are friendly and try to help find a solution, I am XXXX and they ) are refused services from upper management because my bank 's policy wiwll not help the handicapped who can not access self-service banking options.
Company Response: Closed with explanation

Timely Response