JPMORGAN CHASE CO.

2019-08-17

Union City, CA

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

2019-08-17

San Diego, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: XXXX, XXXX and XXXX 2019. I have recently used my ATM card make withdrawals in a foreign country. I accept the fee charges from the foreign country banking institution, and an additional $XXXX fee from my bank. I noticed in the months mentioned I being charged an additional $XXXX or $XXXX service fee. I contacted my bank to inquire about the addituonal fee being charged To my surprise I am being charged an exchange rate fee. To clarify, whenever I use an ATM in a foreign country I will be charged this fee. Additionally if I make a purchase using my ATM card I get charged for conversion to US dollars. In otherwords, I cannot use my ATM card in a foreign country unless I pay whatever additional exchange rate fee they want to charge my account, plus a fee for conversion from foreign money to US dollars (conversion is automatically done by the computer), if I make a purchase and use my card for payment. Regardless if it was paid as a debit or a credit card.
Company Response: Closed with monetary relief

Timely Response

2019-08-17

Las Vegas, NV

Fraud or scam

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

Complaint: I used XXXX to send payment for football tickets which were never received. I called Chase ( my bank ) and they told me there was nothing they could do and offered no help at all. They wouldnt even give me the merchants info. People need to be very careful using XXXX as your bank will not offer any consumer protection for the service offered.
Company Response: Closed with explanation

Timely Response

2019-08-17

Van Nuys, CA

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2019-08-17

Soquel, CA

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Excess mileage, damage, or wear fees, or other problem after the lease is finish
Complaint: I ask Chase Auto Finance to:1) Please honor the written agreement and refund an amount of $XXXX based on the excess mileage amount in Section 12 of our lease agreement.2) Change their policies so that they specifically communicate the effective due date in writing so customers don’t feel threatened to pay any amount they claim as soon as possible before the account gets closed and sent to collections without prior notice.Please find the details of my claim below.OnXX/XX/XXXX I returned a leased car for which I had a car loan with Chase Auto Finance. OnXX/XX/XXXX I received a letter from the End of Lease Department at Chase Auto Finance with my total lease liability, including excess mileage.The excess mileage amount due was $XXXX, which assumed a charge of XXXX cents per excess mile. However, this does not match what was stipulated in my lease agreement with XXXX XXXX XXXX, which stated in Section 12 that “You may be charged for excessive wear based on our standards for normal use and for mileage in excess of (a) XX/XX/XXXX miles per year at a rate of (b) XXXX cents per mile.” (Please find a copy of my lease agreement attached)This came as a surprise to me, because a few months before the end of my lease I spoke with XXXX XXXX from JXXXX XXXX XXXX XXXX XXXX, the sales person I attended me in XX/XX/XXXX when I took lease of the car. I explained to him that my lease stated an excess of XXXX cents per mile instead of XXXX cents per mile and he said that someone probably made a mistake.The excess mileage amount stated in the lease agreement is XXXX cents, not XXXX cents. Therefore, the amount owed for excess mileage should be $XXXX. I ask Chase Auto Finance to please honor the written agreement and refund the difference of $XXXXI have tried to remediate this issue with Chase before reaching this point. I called the End of Lease Department at XXXX XXXX several times and I spoke with different people. The first time, onXX/XX/XXXX, I was asked to fax my lease agreement so they could compare it against what they had on their records. I called again on XX/XX/XXXX, and twice on XX/XX/XXXX. In all instances I was told that the agreement stated XXXX cents per mile, and that the amount owed would not be amended. On XX/XX/XXXX I tried to escalate my complaint to a supervisor. I spoke with someone with IDXX/XX/XXXXXXXX, who told me I would get a call back from another supervisor in 72 hours. I asked for a contact number in case I did not hear back and I got a phone number, XXXX XXXX, and a name (XXXX), but they refused to give me a last name. I never received a call back or a voicemail.During one of these calls, I also asked what the due date to pay the amount owed was, because the letter I originally received from Chase just said “Please pay this amount upon receipt of this letter.” I was told that they would close the account after between 120 and 119 days after being open and send it to collections. I asked to get that in writing but they refused several times.I got in touch with XXXX XXXX, Chase Private Client, and XXXX XXXXXXXX, Chase Branch Manager from the XXXX XXXX XXXX XXXX XXXX CA office, who helped escalate the issue with Chase Auto Finance. They first asked me to call XXXX XXXX extension #XXXX and ask for XXXX, who I talked to and got the same response as before. Then they opened a ticket with the Chase Branch Complaint Escalation team, and I got in touch with XXXX (XXXX XXXX extension #XXXX), who reached out to Chase Auto Finance. They reviewed my case and they stood by their decision of charging me XXXX cents per mile.I then asked XXXX if she could ask Chase Auto Finance to get clarity on the due date. She called them and was told that they could close the account and send it to collections as soon as 30 days after being opened, and again refused to provide written proof.Given the circumstances, I felt threatened to pay the total amount due to protect my credit score.
Company Response: Closed with explanation

Timely Response

2019-08-17

Lancaster, 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 monetary relief

Timely Response

2019-08-17

Phoenix, AZ

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XX/XX/2019, I was wired a sum of {$3000.00} to be deposited into my personal checking account. The type of account that I have does not allow wire transfers to be made to it. Why? Im not sure, as that question failed to be answered over and over again. In any case, with the money not able to be deposited back into my account, I was instructed by the senders financial planner to request the receiving bank to send it back ( since it had possession of the money but no intention of disbursing it to me ). I attempted to execute that plan, but was instead met with our default policy is to eventually deny the wire, and that will be within 3-5 days. So, in essence, Chase bank ( the receiving bank ) has no intention of disbursing the funds that it had in its possession to the intended receiver of funds, but instead was making a decision to keep those funds and return them days later? After having received them with seconds of the wire transfer being initiated? It sounds to me like its stealing, if only for a few days, and its unconscionable that a mega bank like them is able to get away with this. {$3000.00} being sent to me was a lifeline, and I cant expect the sender to make arrangements to deposit another {$3000.00} into an account that Id be able to access the money, as that would be on top of the initial {$3000.00} and I wouldnt expect someone to be out {$6000.00} for a {$3000.00} payment. So Im out of a lifeline until Chase makes it right. Basically, Chase is receiving an interest free loan for a few days that they arent entitled to. If any person did that, there would be penalties, and it doesnt seem like there are for these monster corporations.
Company Response: Closed with explanation

Timely Response

2019-08-17

Burlingame, CA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: I opened a new Chase Checking + Savings on XX/XX/2019 by using a promotion code provided Chase's website - XXXX?XXXXBy fulfilling the terms of service, I was expecting $XXXX as stated on their own website. "Enjoy up to $600Get $300 with a new checking account and another $200 with a new savings account with qualifying activities. Plus get an extra $100 bonus when you do both!"Now, Chase is reneging on the offer stating that a promotion code was never applied to my account and therefore, I am ineligible for the promotion.
Company Response: Closed with explanation

Timely Response

2019-08-17

Atl, GA

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Sued you without properly notifying you of lawsuit
Company Response: Closed with explanation

Timely Response

2019-08-17

Bohemia, NY

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: On Tuesday XX/XX/2019 - We received a voice message on our landline phone (with a woman's recorded voice) that there "were charges that we don't recognize on your Visa card" and were told to call XXXX. My wife spoke to a man with a foreign accent named "XXXX XXXX and his ID# XXXX" He said there was a charge of $XXXX for XXXX shoes originating from XXXX on our Amazon Chase Visa card and that our "Amazon profile had been compromised". He asked for my wife's full name (I then got on the phone) he also asked for my full name and our phone number. I heard many other voices in the background (they may be operating a fraud call center). I smelled something fishy with this guy and signaled to my wife that this is a scam. When my wife would not give him any more information: he nastily demanded that she call him back within a certain time frame (20 minutes) at the following number: XXXX. That is when she hung up on him. We had contacted the real Amazon Chase Visa customer service number (on our card) to verify if this had occurred. They confirmed that there was no such activity. Apparently he was phishing for personal information; and he got nothing more than our names and phone number. It was convincing act until he started to get angry...
Company Response: Closed with explanation

Timely Response

2019-08-17

South Florida, FL

Incorrect information on your report

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

Account information incorrect
Complaint: OnXX/XX/2017 I paid $XXXX toward my vehicle lease to Mazda Capital Services; however, they refuse to report this to the credit bureaus. The amount of $XXXX is still being reflected despite my numerous attempts to have this resolved. I do receive a monthly statement from them indicating a negative balance. Their refusal to correct this matter has put me in a higher debt to income ratio and it's preventing me from obtaining a home loan.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-17

Stamford, CT

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-08-17

Brooklyn, NY

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

2019-08-16

Patterson, MD

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: Ladies & Gentlemen:My wife booked a reservation for a golf vacation package with the XXXX XXXX XXXX XXXX in the XXXX XXXX on XX/XX/2019. The price that was quoted by the resort for the vacation package was US $XXXX. This price was clearly stated in an email communication of XX/XX/2019 from the resort as the "Package Total: $XXXX" (A copy of this email is included in the attachment)My wife provided our Chase credit card information to the resort and the account was charged $XXXX in two separate charges on XX/XX/2019. (A copy of our account statement is included in the attachment)During her stay at the resort in early XX/XX/XXXX, and, at her check out from the resort, she was never advised of any other charges due or pending. We never received any subsequent communication from XXXX XXXX XXXX.An unauthorized charge of $XXXX from XXXX XXXX XXXX appeared on our Chase billing statement in XX/XX/XXXX and we immediately contacted Chase by phone to alert them to this unauthorized charge. We subsequently sent a written complaint to Chase and, on XX/XX/2019 they sent me a letter stating that they had favorably resolved this issue and would credit our account permanently for the disputed amount of $XXXX. (A copy of the Chase letter of XX/XX/XXXX is included in the attachment)I assumed this matter was over and done with until I received another letter from Chase dated XX/XX/XXXX advising they were rescinding their earlier decision, and now considered the charge valid and were removing the "permanent" credit for the disputed amount from our account. With this letter they also included information that XXXX XXXX XXXX had provided them which they claim supports the validity of the charge. (A copy of this letter and the information from the resort is included in the attachment) I have reviewed this information and believe it is false, inaccurate and misleading. I responded to this letter yesterday to advise Chase in detail of the falsehoods and inaccuracies contained in the XXXX XXXX XXXX information. (The response is attached) Please review the attachment and let me know if you have any questions.Thank you for your assistance.XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2019-08-16

Chicago, IL

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: On XX/XX/XXXX I was sent a new debit card from Chase because the card I had in my possession had been compromised. I received the card a few days later, but had not utilized it yet because I was heading out of town. On XX/XX/XXXX I stopped at the gas station to use my debit card only to find out it was not working. When I called Chase they stated that my account had been closed, as of XX/XX/XXXX, and that they had sent me notification of this. I had not received any notification, and I still had money in my account. When I asked why they had not notified me prior to closing it they assured me they did. When I told them I had not received any correspondence in the mail, they stated that sometimes their mailing system could lag. When I inquired about the reason as to why my account had been closed, they could not provide one. They simply stated that my account had been reviewed and they decided to no longer do business with me. They never sent me the rest of the money that was in my account as they had sent it to the wrong address. I am still owed an explanation as to why my account was closed and my money that was within the account at the time of closing.
Company Response: Closed with explanation

Timely Response

2019-08-16

Blue Ash, OH

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2019-08-16

Yonkers, NY

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2019-08-16

Effingham, KS

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: I have faxed several times trying to get a copy of the bank this Home Line of Equity was deposited to as follows:1.) $XXXX deposited to checking account #XXXX with no Routing number of bank name.2.) Undisbursed funds $XXXX3.) $XXXX $XXXX XXXX XXXX $XXXX XXXX XXXX $XXXX XXXX XXXX4.) $XXXX Mortgage Real Estate TaxCredit Line: $XXXX Total I keep faxing to XXXX with a response that is not answering the questions I have repeatedly ask for many times.
Company Response: Closed with explanation

Timely Response

2019-08-16

San Jose, 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: There is an error in my bank statement from XX/XX/2018 to XX/XX/2018. Apparently, there is a double billed/charged in the amount {$1200.00} from XXXX on XX/XX/2018. The transaction was already settled with refunded from the merchant provided with documentation in attachment, after I reviewed the statement on XX/XX/2018 showed extra double billed/charged in the amount of {$1200.00} that has been settled. Please fix and update the error.
Company Response: Closed with explanation

Timely Response

2019-08-16

San Jose, 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: There is an error in my bank statement from XX/XX/2018 to XX/XX/2018. Apparently, there is a double billed/charged in the amount {$1200.00} from XXXX on XX/XX/2018. The transaction was already settled with refunded from the merchant provided with documentation in attachment, after I reviewed the statement on XX/XX/2018 showed extra double billed/charged in the amount of {$1200.00} that has been settled. Please fix and update the error.
Company Response: Closed with explanation

Timely Response

2019-08-16

Gary, IN

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

2019-08-16

Winton, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: Chase closed my account because I file complaint through XXXX XXXX against chase they have no reason to close my account when I spoke with claims they said I should not have file complaint against them she said I have unusual activity on my account XXXX
Company Response: Closed with explanation

Timely Response

2019-08-16

Rochdale, 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
Complaint: XXXX im ' not gon na sit here and say that in a courthouse, everytime ive written you, an objection here and there and maybe i would not of even be allowed to express why they XXXX up not my problem ... today i got a letter from chase bank i love how they go we completed the research if your claim, we all know its a 3rd party company usually fbi who decides for chase the outcome ... .and btw, i never knew that chase bank wasnt kocated in manhattan rather XXXX XXXX XXXX, texas XXXX XXXX acct ending XXXX claim # XXXX im ' gon na send you the letter they sent me tomorrow. and ill keep it simple call them fax my letter and ask chasevid that is what they sent me? when they go yes can you please show me on those two pages somewhere at this timebyou entered your pin number for your debit card? not there..how about my signature to verify that i bought the item disputed? oh its not there but they go XXXX me and were making you psy for it. next ask them if my name was on a flight the following day? so how the XXXX one person two diff dates onevaftervanother on both planes? add no signature no pin number?
Company Response: Closed with monetary relief

Timely Response

2019-08-16

South Florida, FL

Fraud or scam

Money transfer, virtual currency, or money service: Virtual currency

Complaint: I paid for a course offered on XXXX to a guy, he asked me for {$640.00} dollars in advance to start the course through XXXX quick pay. He never provided the course and doesnt want to return the money to me, I have been trying to contact him and also called the bank but they do not want to resolve the issue or offer an investigation for me.
Company Response: Closed with explanation

Timely Response

2019-08-16

WA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: Mazada financial services sent out an email stating effective XX/XX/XXXX additional payments would be applied to principle reduction rather than future payments. There is no benefit to the consumer who who may need to transition to a new job, lose their job or become ill and be forced to live on a reduced income temporarily and may need to use the paid ahead state until they are back to work or back on their feet. I spoke with supervisor XXXX at Chase who handles Mazada financial services and while he said that feedback would be forwarded no ability to respond or guarantee any chances. I was transferred by the first representative to her supervisor. The number called was XXXX. There is also no option to opt out of this new policy.
Company Response: Closed with explanation

Timely Response