Consumer complaint received 2020-12-23
Company: JPMORGAN CHASE & CO.
State: TX
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
XX/XX/XXXX To, Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX, IA XXXX SUBJECT : Request for help. I am victim of Retaliation by CHASE Bank for filing complaint to CFPB ( CFPB Complaint IDs XXXX and XXXX ), and constant persistent threat to myself ( COVID patient and symptomatic affected by Pandemic ). CHASE employees acceptance that it is CHASEs fault as CHASE was unable to implement the best measures against online hacking & alerting and the credit card balance ( interest/late fees ) by CHASE is direct result of the Hack ( security breach ) of CHASE savings Acct. 


Hello CFPB, I have offered to make payment to CHASE, for credit card accounts ending in XXXX and XXXX. Although I have CHASE active credit card and active online account. CHASE has declined to receive payment online or over phone on XX/XX/XXXX. 

Also, I have been tested XX/XX/XXXX and XX/XX/XXXX, therefore it was not possible for me to make payment to CHASE until IXX/XX/XXXX and XXXX. 

As per the latest communication with CHASE on XX/XX/XXXX, CHASE employees have agreed and apologized over phone and accepted CHASEs fault as CHASE was unable to implement the best measures against online hacking & alerting for savings account. Therefore, Kindly please remove the negative remarks. CHASE must remove all late fee and interest charge balance starting from the very first Fraud transaction on CHASE Credit Cards of identity theft victim ( myself ). 

For XX/XX/XXXX conversation with CHASE the employees who have apologized and mentioned that it is CHASEs fault that CHASE failed to protect my savings account during a recorded call is as follows : 1st CHASE employee ( agent ) Name : XXXX ID : XXXX Also, I have discussed the following ( about making payment and calculating the correct balance ). The name of the agent is as follows : 2nd CHASE employee ( agent ) Name : XXXX XXXX : XXXX FL Following was discussed and I offered to pay CHASE the purchase amount that was not communicated ( and separated out from late fees/interest ) during the investigation of the Identity theft case resolution period and during the time when Fraud was happening to my CHASE savings account that paid the CHASE card. 

But there was Interest in XXXX during the time when the Fraud was occurring to my CHASE savings account leading to very low balances and the CHASE banker ( Ms. XXXX XXXX XXXX during year XXXX XXXX meeting had verified that everything is find and there are no interest and fees in any of the CHASE accounts ( Either Bank or Credit Card ). However, to my surprise there were such late fees and transaction limit fees and late fees/interest from CHASE during this period of XXXX and also XXXX. During successive meetings in XXXX, MsXXXX XXXX XXXX and Mr. XXXX XXXX ( Asst. VP ) of CHASE at another branch during XX/XX/XXXX meeting. I have sent letters of the meeting ( and email proof ) that CHASE employees have promised me that there will be no interest or late fees from CHASE. However, since the start of the Fraud in my savings account and year XXXX, CHASE has been not honoring this promise. 

Following is the Summary of CHARGES by CHASE : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - CARD ending in XXXX XXXX In XXXX, XXXX the balance was {$270.00}, however, my CHASE savings account was completely wiped out due to the online hack that happened to CHASE. 

( Still on XX/XX/XXXX, I paid {$110.00} from my COVID emergency funds ). Also further in XXXX I tried making payment of {$1.00} and it was rejected by CHASE. 

Overall, for this account, there were {$27.00} late fees from XX/XX/XXXX to XX/XX/XXXX XXXX + XX/XX/XXXX {$37.00} ). 

XXXX to XXXX Late Fees/Interest : TOTAL AMOUNT OF LATE FEE ( From XX/XX/XXXX to XXXX, XXXX = {$170.00} ) TOTAL AMOUNT INTEREST ( From XX/XX/XXXX to XXXX, XXXX = {$18.00} ) - ( Out of that Interest All Interest Charge Credit XXXX ) = XXXX ( total ) No Late Fee in XX/XX/XXXX Late Fees/Interest : AMOUNT OF LATE FEE ( From XX/XX/XXXX until XXXX, XXXX = {$190.00} ) - ( There is no late fee in XXXX, XXXX ) - ( Out of which Refunded was {$100.00} ) TOTAL = {$91.00} TOTAL AMOUNT INTEREST ( From XX/XX/XXXX until XXXX, XXXX = {$40.00} ) - ( Out of which Interest Refunded was {$17.00} ) TOTAL = XXXX GRANT TOTAL : {$170.00} + {$91.00} + {$23.00} XXXX TOTAL = {$280.00} cents ( Balance of Card is all Fees ) ON XX/XX/XXXX card has been showing balance = {$280.00}. 

During the Phone Calls with CHASE during every month of XXXX XXXX XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) and during in person meetings with Bank officials ( Ms. XXXX XXXX and in XXXX ( document/letters sent to CHASE ), CHASE will not charge any interest or late fees to me for year XXXX and year XXXX. Considering the fact that my Account has been compromised since XXXX timeframe of year XXXX. 

This means that I overpaid the purchase amount calculation. 

FINAL BALANCE : So for Account CHASE OWS ME {$3.00} -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - CARD ending in XXXX In XXXX, XXXX I paid {$970.00} approximate amount equivalent that covers all of my purchase ( as per agent advise and bankers advise this should cover my purchase ). Remember I paid from my COVID emergency fund during time when my CHASE savings account was wiped out. 

Therefore, in XXXX, XXXX the balance was {$160.00} Also, {$35.00} is amount I paid on XX/XX/XXXX but it bounced back to them on the XXXX due to Saving Acct closing by CHASE ). CHASE charged me bounce back fees and further late fees due to this ). Also further in XXXX I tried making payment of {$1.00} and it was rejected by CHASE. 

XXXX to XXXX Late Fees/Interest : ( There were No late fees in XXXX XXXX TOTAL AMOUNT INTEREST ( From XX/XX/XXXX to XXXX, XXXX = {$140.00} ) - ( Out of that Interest No Credit was given ) = {$140.00} ( total ) XXXX Late Fees/Interest : Late fee started on XX/XX/XXXX AMOUNT OF LATE FEE ( From XXXX, XXXX until XXXX, XXXX = {$140.00} ) - ( There is no late fee in XXXX, XXXX ) - ( Out of which Refunded was {$100.00} ), So {$140.00} - {$140.00} TOTAL = {$0.00} TOTAL AMOUNT INTEREST ( From XXXX, XXXX until XXXX, XXXX = {$23.00} ) - ( Out of which Interest Refunded was {$10.00} ) So {$23.00} - {$10.00} TOTAL = {$13.00} GRANT TOTAL : {$140.00} + {$13.00} GRANT TOTAL = $ {$13.00} cents ( Balance of Card is all Fees ) During the Phone Calls with CHASE during every month of XXXX XXXX XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) and during in person meetings with Bank officials ( Ms. XXXX XXXX and in XXXX ( document/letters sent to CHASE ), CHASE will not charge any interest or late fees to me for year XXXX and year XXXX. Considering the fact that my Account has been compromised since XXXX timeframe of year XXXX. 

ON XX/XX/XXXX card is showing = {$200.00} Therefore as per calculation and first time knowledge, I may owe CHASE {$49.00} ( that I may OWE CHASE minus {$3.00} ( which CHASE Owe me ) = {$46.00} amount as discussed Note : CHASE declined to receive this payment of {$46.00} or more $ amount over phone. 

Name : XXXX ( said she can not take a payment over the phone for {$46.00} or more $ amount over phone ). This CHASE employee also mentioned over recorded line CHASE Bank and CHASE Card member services are one and the same entity. This implies that any communication with CHASE Bank suffices as communication to CHASE Card member services as well. 

CHASE employee Ms. XXXX advised to go to the Bank ( even during COVID times, when I had COVID symptoms and make payment ). However, Bankers at local CHASE Bank XXXX XXXX XXXX XXXX XXXX, XXXX TX XXXX ) after scheduling appointment still unwilling to Assist and in fact threatening to call the police if I discuss anything regarding my CHASE Fraud issue & related CHASE Bank or credit card issues at local Bank location. Upon request to assist CHASE employee constantly threatening to leave CHASE Bank premises. Documented evidence ( proof is this is attached/enclosed. 


-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Also, offered to make payment to following agent over phone and I declared that I have been diagnosed COVID +ve and have symptoms. The Agent declined to receive payment over the phone and advised me to go to CHASE Branch to make payment. 

3rd Agent : Name : XXXX Location : XXXX MO Note : CHASE here, twice declined to receive this payment here in spite of me insisting to take payment. Most importantly, this CHASE employee also mentioned over recorded line CHASE Bank and CHASE Card member services are one and the same entity. 

Please know that I shall only step in CHASE Bank for making this payment if my COVID test result was negative and have no symptoms as I am a responsible person, financially and socially. 

Since criminals ( hackers ) used their own XXXX account to conduct hacking and convert currency from US $ to XX/XX/XXXX. XXXX has indicated over recorded line conversation in XXXX, XXXX that they always notify any currency exchange transactions and it is also CHASEs responsibility to alert me when this happened in XXXX and XXXX via 33 unauthorized transactions that wiped my CHASE savings account clean ( XXXX balance ). 

Also, XXXX has indicated over the communication ( screenshot/proof attached XXXX, that they have been waiting for CHASE to reach out to them so that the money is refunded to me.

Please find the proof ( statement details attached ) on exactly when the full refund took place and this issue has been resolved in my favor ( in victims favor ). It was very late and heavy COVID time during with I needed funds to manage COVID ( if in case emergency and family needs ). Myself and family members were also diagnosed with COVID in mid to late XXXX. I had notified CHASE that I was impacted by COVID, but they have failed to help me by removing interest/late fees. Even during these time I tried making payment to CHASE ( {$1.00} ), to ensure that I am able to make payment, however the payment was declined by CHASE. I have been very responsible and in good faith, I have paid all the Purchase transactions to CHASE credit Cards using my COVID/Pandemic emergency funds. I have paid CHASE even before the fact that any amount of unauthorized transactions were refunded to me. 

On XX/XX/XXXX, XX/XX/XXXX the CHASE Bank in XXXX Texas XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX ) was notified and Bank representative Ms. XXXX XXXX also notified the CHASE Credit Card Dept. 


HARRASSMENT BY CHASE during COVID/Pandemic times : Collection Calls : Continued Calls by CHASE for collection on daily basis. 
On XX/XX/XXXX Again, I hag spoken to CHASE Agent on a recorded line. 

Agent First Name : XXXX In the Call Agent did not share following info : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Declined to Provide Email Agent of CHASE Credit Card Dept. mentioned that I must report Fraud separately to CHASE credit card dept. ( Although CHASE Bank and CHASE Cardmember services are same entity ). Decline to provide the most updated address of CHASE Fraud Dept. report this issue. 

Agent Name : XXXX Location : XXXX. 

Agent kept declining to give an address to Report Fraud, because as per XXXX ( Agent ), mentioned that CHASE does not have address to Report Fraud. 

Agent also mentioned that one can only report Fraud over phone and Online. Declined to Give Address. Agent mentioned that once I have reported Fraud on CHASE online website ( which I did on XX/XX/XXXX to XX/XX/XXXX XXXX, the Credit Card Dept. is automatically notified of the Fraud against any CHASE accounts and there is no need to notify further. Agent suggested to report the charges during Fraud ( as a direct result of fraud online. I have done this multiple times. Proof attached. 

Also, on XX/XX/XXXX I spoke with Senior Specialist Agent to assist with address for Fraud Dept. for CHASE credit card : Agent Name : XXXX Location : XXXX IL Agent Mentioned that system is not working and could not get address. Agent also mentioned that there is no address to write to for Fraud. 

Agent : Declined to Give Physical address. Also mentioned that CHASE does not have such address. 

Also, on XX/XX/XXXX Again, I have spoken to CHASE Agent. 

XX/XX/XXXX Conversation with CHASE Employee : CHASE ( Employee? Agent ) Name : XXXX A Location : Texas XXXX XXXX XXXX XXXX Case Number : XXXX Agent could only refund ( Late Fee & Interest ) - {$100.00} for card ending in XXXX Agent could only refund ( Late Fee & Interest - {$110.00} for card ending in XXXX This was the maximum allowable refunds in CHASE employee ( agents ) capability and she promised that CHASE will refund all late fees and interest from the very first time the Fraud had happened. 

Agent also mentioned that CHASE Credit Card will take some time to finish this investigation and promised to refund all the late fees. Agent also confirmed that the balance on either one of the credit card accounts, is due to late fees, interest and transaction bounce back fees only. There is on amount equivalent to the Purchase amount in the balance carried by these two cards. This was a direct result of CHASE savings Accounts being compromised. 

As per the Agent and as per proof that all 33 transactions were refunded, this was a Bank Error from CHASE Savings or Checking Account. This was an error on Banks part. This Bank account was used to pay the CHASE credit Cards in question. Documentation that there was Fraud on Savings Account was also sent to CHASE Bank as well as CHASE Credit Card Dept. and the Bank location of ( XXXX XXXX XXXX XXXX, XXXX, TX XXXX ) to banker Ms. XXXX XXXX and also to Mr. XXXX XXXX ( Asst. VP ) of CHASE Bank Branch, who have the documentation and police reports and FTC reports of Fraud and also promised to notify the CHASE Credit Cards and follow up on this case. 

That being said, since I have notified your Bank and Credit Card Dept. in due time, I do not believe that I ( the victim ) should be liable for payment of any late fees and/or transaction bounce fees of CHASE Credit Cards, which were paid by compromised savings account. If this was the case, CHASE should have notified me about this in writing that we hold identify theft victims liable to immediately pay CHASE, even if there is no balance in account. My savings account had been wiped out completely leaving me and my family in a desperate and dire situation during the Pandemic. 

Because this account was closed by CHASE, hence the payment did not go through and CHASE Credit Cards, in spite of knowledge of the theft, kept charging late payment and interest. In multiple calls and emails, I have requested CHASE Credit Card to Freeze the Cards and they havent done so. 

Instead, CHASE has reported late payment to Credit Agencies, resulting in my Credit to be reduced for over XXXX50 points ( FICO score reduced from XXXX to XXXX ) during the months of XXXX to XXXX. CHASE Credit cards should not have done such negative reporting to someone who has been a victim of identify theft. Especially, after the Case has been resolved in Victims favor. Also, during the months of pandemic, I believe as per law, a company should not report bad information ( late payment ) for anyone, especially not the customer who has been victim of identity theft. 

Attached : Statement describing transaction reversal of the latest unauthorized transactions. 
Note : Remaining of all of 33 transactions have been proven to be unauthorized and case has been in favor of victim ( myself ). 

Following are the names of Agents that I had conversation at CHASE Credit Card Dept. 

AGENT NAME : XXXX XXXX Account Supervisor Mailing Address : XXXX. XXXX XXXX XXXX DE XXXX Email : Agent was not willing to give Email. 
Case Number : XXXX Dates of Credit Card Closures : XXXX ( XX/XX/XXXX ) XXXX ( XX/XX/XXXX ) Agent mentioned over recorded line to prove that this was either a Bank Error ( or unauthorized transactions ) from CHASE Savings or Checking Account and all late fees and interest charges will be refunded. Agent mentioned to remind the CHASE executive office that they should communicate to CHASE credit card that this was an error on their part ( and transactions were unauthorized. Also agent said that they need documentation that there was Fraud on Savings Account.

CFPB Ombudsman, Kindly have the CHASE Bank streamline their process by sending the documentation attached in this email to CHASE Credit Card services at the address mentioned above, or otherwise deemed suitable to you. 


I have send communication to CHASE as directed by CHASE agents. 

CHASE must remove the negative remarks and all late fee and interest charge balance on CHASE Credit Cards of identify theft victim ( myself ). 


CHASE, must remove all the late fees and do the following steps : 1 ) CHASE must send me letter that Late fees were a result of non-payment of Credit Card during the Fraud investigation process from the Compromised account ( and the Account was wiped out by Criminals ). 

2 ) CHASE must acknowledge that CHASE only refunded 60 days of amount ( starting from first Fraud date ) at the start and only after investigation was over refunded the rest of the 33 transaction. This was during Pandemic times. 

3 ) CHASE must acknowledge that 33 transactions and associated fees were refunded to me as they were proven to be unauthorized.

4 ) CHASE must acknowledge that during and after investigation was over the late fees on the CHASE credit card were on the balance of only the late fees and interest of year XXXX and year XXXX, they acknowledge that CHASE started charging late fees and interests after XX/XX/XXXX as well for card ending in .. XXXX and balance on the late fees that started charging on XX/XX/XXXX i.e. during the time of the Fraud investigation and during the time of COVID pandemic. 

5 ) CHASE must acknowledge that my compromised savings account which paid these cards had very low balance in year XXXX and XXXX balance in XX/XX/XXXX, ( and then minimal balance of pandemic emergency funds as CHASE only refunded 60 days of transactions ( starting from first Fraud ). During this time of investigation, I still paid of the purchase amount of the CHASE Credit Cards. ( from my COVID/pandemic emergency funds ) 6 ) CHASE must acknowledge that I have paid the amount approximate to the full purchase amount ( in XX/XX/XXXX, and XXXX XXXX ) of both these credits cards. CHASE must acknowledge that my attend to make payment of {$35.00} in XX/XX/XXXX and also {$1.00} to both the cards have been declined by CHASE. 

7 ) CHASE must acknowledge that and the balance on the cards as of now is due to Late fees only ( since I will be going to bank and paying {$46.00} or more $ amount at CHASE bank from my COVID emergency fund ), that were charged during the time of Fraud in year XXXX and during investigation of the Fraud. 

8 ) Also, CHASE must acknowledge that CHASE did not remove all of the late fees and interest, rendering the balance to be XXXX, because the victim ( myself ) paid off CHASE Credit Cards approximate purchase amount ( as per agent advise ) even during Pandemic time and even though during the time period when I was victim of identity theft. 

CFPB Ombudsman, I would kindly require your help to direct CHASE to immediately initiate the process with Credit Reporting Agencies and CHASE credit cards for removing any negative remarks on my Credit History, as soon as possible. 

CHASE must send me documentation of STEPS taken by CHASE to undo the damage they inflicted to my credit score. 

CHASE must have complete these actions by XX/XX/XXXX, as per earlier communication. However, I am have given many weeks. I am now giving one more week to CHASE, so by XX/XX/XXXX ( or before reporting Major Delinquency ) CHASE must complete these steps Also, if CHASE declines to provide clarity and accept payment. Please indicate within 48 hours in email ( writing or letter ). 

Please know that I shall only step in CHASE Bank if myXX/XX/XXXX negative and have no symptoms as I am a responsible person, financially and socially. 

This can be resolved in most ethical manner. However, if CHASE continues practices of demanding payment ( of late fees/interest from me, who is XX/XX/XXXX), I shall have no option but to first resort to Social Media and News/Media in order to describe the injustice and negligence of CHASE and lack of capability of CHASE to protect my Savings accounts against Fraud. 

CHASE now has to communicate to Credit Agencies that CHASE employees at local bank has been unwilling to assist and CHASE must Undo the Damage which CHASE inflicted on identify theft victim XX/XX/XXXXvia an Expungement Letter and other means. 

CFPB, Kindly please help with this matter & Please stay safe during pandemic. 

Thank you, XXXX XXXX Ph : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX TX

Company response to consumer: Closed with explanation