Consumer complaint received 2018-11-08
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I have had my Chase United Mileage Plus Credit Card for over two years. During a rough patch, I lived off the credit from that card, and although it was difficult I paid a huge price by way of interest. I never have made a late payment and have been fully accountable for what I owe Chase. 


Sometime around mid-XX/XX/2018, I received an offer from my Chase United MileagePlus Credit Card. The offer stated that, for a 3 % transaction fee, I would be given a year to pay off any balance transfers at 0 % interest, and after a year if the total of the transfers was not paid in full, I would pay all the accrued interest starting from the balance transfer authorization date. The offer claimed to be good for transfers through XX/XX/XXXX. Chase even sent me checks that I could use to make payments or, they suggested, I could write one to myself and deposit it into my checking account. I took Chase up on their offer and wrote myself a {$2000.00} check and deposited it via mobile deposit, to my XXXX XXXX checking account, on XX/XX/2018. 


On XX/XX/XXXX, just as I was leaving for a few days, I received a mobile fraud alert, from Chase, stating that an XXXX transaction for a {$0.00} authorization was made on the afternoon before, ( XX/XX/XXXX, at around XXXX XXXX ), to the aforementioned, Chase United Mileage Plus, that had offered me the promotion. Concerned, as I did not make an XXXX transaction, I immediately called the customer service number on the back of my card, to follow up on the alert. 


Although the card had not incurred charges, when I called to speak with the Chase Rep, on XX/XX/XXXX, she asked if I would like to cancel the card, as the authorization raised suspension that the card may be jeopardized. The Chase rep specifically asked about the {$2000.00} check that I had deposited to my XXXX XXXX checking account on the XXXX. I made it clear that the check for {$2000.00} was a valid transaction, and that I was depending on it, as I had already made transactions against the amount. I was told it would probably be best to cancel the card and get a new one, because my card had been jeopardized ; assured that the {$2000.00} in my XXXX XXXX checking account was secure, I agreed to cancel the card. 


When I returned home, on Saturday, XX/XX/XXXX, upon checking my email and noticing XXXX XXXX messages regarding overdraft and a returned check fees, because on XX/XX/XXXX, the very next day after being assured the {$2000.00} check was safely in my XXXX XXXX checking account, the {$2000.00} check did not clear. 


After a phone call to XXXX XXXX on, Saturday, XX/XX/XXXX, I discovered the reason that the check had not cleared was because Chase denied authorization. On XX/XX/XXXX, I made a call to Chase and spoke for 43 minutes, with a man who identified himself as XXXX, from XXXX, Missouri. For the next 43 minutes I explained that although a Chase Rep confirmed with me, on XX/XX/XXXX, that the check was legitimate and that she had assured me that the {$2000.00} would be transferred into my XXXX XXXX bank account, and did not tell me that a new credit card number would jeopardize the very vital {$2000.00} transaction, that it did not get transferred to my account. Further, I informed XXXX about the bounced rent check, the fees which, at the time, I thought totaled {$100.00}, and that it was urgent that Chase correct the situation in a timely manner, because their error had elevated my situation to crisis status. Additionally, I made a request at that time, for Chase to notify XXXX XXXX about what had taken place, on Chases end. 


XXXX explained that he had to release the {$2000.00} XXXX XXXX hold Chase had on my account before the transfer could be made. This confused me, as I am not sure why the hold remained if Chase would not authorize the transaction. He continued by saying that the release would be processed by, Monday, XX/XX/XXXX. XXXX asked and I confirmed that the XXXX XXXX account where I had attempted to deposit the {$2000.00} check, was the same account registered with Chase.com, and the account that I have used for all but a few payments to Chase, for over two years. 


Because XXXX XXXX and Chase accounts had already established a connection, XXXX explained that if I would call on Monday, XX/XX/XXXX, the {$2000.00} transfer to the XXXX XXXX account could easily be done over the phone with any Chase representative. Regarding the fees charged to my XXXX XXXX Checking account, when I offered to send proof of the charges, XXXX said it would not be necessary to send proof and the only thing he could do is credit my Chase account {$100.00}. I did not think this was acceptable, as the fees were from my checking account, and if I tried to access the fees Chase had caused, now I would have to pay at least 3 percent to do so. 


XXXX made it clear that crediting my Chase account {$100.00}, was the only way I would see any kind of reimbursement of the fees I suffered because of Chases poor customer service and misleading information. Further, although XXXX said he would see what he could do about notifying XXXX XXXX, he never made good on fulfilling my request. Still XXXX XXXX has heard nothing from Chase, nor has Chase offered me any documentation to give XXXX XXXX. 


With increasing anxiety, I could not wait to handle this on Monday, XX/XX/XXXX. Before I called Chase to make the transaction, I logged into my account. On XX/XX/XXXX, after logging into my account, I found that there was 1 external  bank fee credit added to my Chase account, in the amount of {$5.00}. I called Chase and the first person I spoke with was XXXX. 


XXXX had XXXX notes and when she explained that it would take 3 -7 business days for the {$2000.00} transfer to show up at XXXX XXXX, I became frustrated and explained that I was told because the two accounts had already established a connection, that it would facilitate an easy transfer, just as I had been told, by XXXX on XX/XX/XXXX. I begged and pleaded for her to figure out a way to make this transfer happen that same day, as it was now dire and I was suffering from a financial domino effect. 


Before demanding to speak with her supervisor, I told her about the {$100.00} credit that XXXX had said he would make to my account, and that only one credit for {$5.00}, showed on my account activity. XXXX insisted that the {$100.00} had been credited to my account, on XX/XX/XXXX, she even went as far to tell me that two different transactions had taken place one for {$100.00} and one for {$5.00}. I told her she was not correct, as I was, at that very moment looking at my account activity online and the {$100.00} credit was not there. She swore that the money had been credited to my account. I also made the plea that Chase notify XXXX XXXX of the situation and she flat out refused to do so, saying that it would not be necessary. After arguing back and forth for a while, I finally asked to speak with another supervisor, hoping that someone would see that, because of this uniquely urgent situation, Chase might want to do the right thing after causing such overwhelming stress and financial jeopardy. I was transferred to XXXX XXXX. 


XXXX admitted that I had been given false or at least less than thorough information, by multiple Chasse representatives. Further he told me he could understand why I was so upset but made no effort to figure out a helpful way to expedite the {$2000.00} transfer in an urgent manner, and again told me it would take 3 to 7 business days before the money would be transferred into my XXXX XXXX account. Before ending the 1 hour and 35 minute phone call, XXXX said no reimbursement would be made until I offered proof that the fees had been deducted from my account, even after XXXX had told me that the money had been credited to my account. 


I was more than happy to supply XXXX with the information he requested and he said that after I supplied the information to verify my fees, he would have the money deposited to my XXXX XXXX checking account. I was more pleased with this, as I had felt disrespected when XXXX, on XX/XX/XXXX, told me the only way I could receive reimbursement was to be forced to apply the funds to my credit card. Furious, I asked XXXX to check the phone calls from XX/XX/XXXX and XX/XX/XXXX, to validate that over and over Chase had manipulated and misinformed me after jeopardizing my financial security. He said that he believed me, that the calls were recorded for training purposes to support future customer service practice, but would not be used to support my issues. 


Through tears, I pleaded with XXXX to tell me why it was ok to allow all of this to happen to mewhy had the Chase reps all lied to me. XXXX said he was sorry and that, it was not our intention to lie to you. 


Yesterday, XX/XX/XXXX, I logged on to Chase to find that a {$100.00} credit had been added to my Chase credit card account. I believe that Chase acted fraudulently by backdating this credit, as the activity states the account was credited on XX/XX/XXXX, it was not. Not only do I have a copy of the activity proving so, when I spoke with XXXX, today XX/XX/XXXX to let her know I planned on taking further action regarding the manner, she said that the {$100.00} was credited on XX/XX/XXXX. 


That Chase would do NOTHING to assist helping a customer in crisis made at their hand, but went to the trouble to commit fraud by backdating a {$100.00} credit to cover a lie that was told to me by their customer service representative, XXXX, that wouldnt have mattered anyway because XXXX XXXX gave his word that after sending the documents, proving the charged fees, the money would be transferred back over to my XXXX XXXX account. 


On XX/XX/XXXX, I sent in the XXXX XXXX documents that showed fee charges to prove where Chase had cost me significant damage, along with a lengthy letter describing the details of this matter, much like this letter I am sending you. A reply saying that they would respond within 14 business days is beyond borderlines abuse, in my opinion. 


Also, on XX/XX/XXXX, I checked the status of my balance transfer, it is not expected to take place until XX/XX/XXXX, which makes me wonder why on XX/XX/XXXX, XXXX went out of his way to explain the ease of getting the funds to XXXX XXXX, given the established connection between the two accounts. I dont believe anyone from Chase anymore. I would be foolish to do so. I believe that Chase should be guilty of fraud, regarding the backdated credit adjustment to my account. Their malicious behavior is a threat to all of their clients, as if they are willing to lie about something so insignificant, there is no telling how much people have truly suffered at their hand. 
I intend to follow through with legal action, if there is any that can be taken. 


A strange turn of events this morning, XX/XX/XXXX, where my wallet was stolen sometime after I had bought groceries at XXXX, with cash, and I was forced to cancel all of my credit cards. A fraudulent charge had been made to XXXX from the aforementioned Chase account. I called and reported the abuse. When XXXX XXXX said she would cancel my card and be sending me a new one I sobbed in terror, and told her that the {$2000.00} transfer would be jeopardized and I had basically already spent the money, and told her about the trauma I suffered, she assured me that she could make an adjustment to be sure that the transfer would go through. Of all the people I spoke to with Chase, she seemed to be the most understanding, thorough and accurate professional. She gave me her full name, told me that she would make an adjustment allowing the transfer to process and follow up, in the next 6 hours, via email. 


You would think this would give me peace, but it reveals that Chase could have made an adjustment to the original {$2000.00} transfer, which shows neglect, or incompetence, in addition to falsifying their statements on XX/XX/XXXX and XX/XX/XXXX, that because the credit card number had been changed, there was no way to make good on the {$2000.00} deposited to the XXXX XXXX XXXX account, XXXX said someone could have made an adjustment, but no one had. 


Where things are, at XX/XX/XXXX at XXXX XXXX  1. As of this morning, I had been charged {$150.00} in overdraft and NSF, as well as $ 300+ overdrawn with my XXXX XXXX bank account. 
2. A visit to Chases website revealed that my transfer will take another 11 days, far more than 3 to 7, which both XXXX and XXXX had estimated 3. My {$1200.00} rent check written on the XXXX was denied, $ XXXX/day late fee every day after the XXXX ; and maybe NSF charge from my landlord 4. I  Have been on a financial and emotional roller coaster due to misinformation from Chase customer service representatives who have not done anything to go out of their way to compensate or make up for their error, ( although I believe XXXX XXXX might have corrected this had I spoke to her on XX/XX/XXXX or XX/XX/XXXX ) 5. After desperate pleas of urgency and over 3 hours of phone conversations with reps, I asked that, and am awaiting : a. The {$2000.00} transfer be quickly expedited b. Someone from Chase contact XXXX XXXX to explain misunderstanding c. Concern for fees that might incur due to a - {$300.00} checking account balance 6. Wait overwhelmed with stress and fear that a reoccurring payment from my checking account may happen before Chase transfers the funds, thus resulting in further charges. ( This has already happened twice ) Chase Ethics 1. On XX/XX/XXXX, after I okd the {$2000.00} transfer with Chase, they still failed to authorize the transaction. As a financial institution, I would expect Chase to be able to meet their promotional promise. That Chase cant manage a transaction made on an established two year account, simply because there was a change on the credit card number brings into question either a. Competence, or b. unwillingness to go the extra mile after inconveniencing a customer that has shown good faith, with a has consistent payment history 2. On the XXXX, XXXX assured me that because the XXXX XXXX XXXX account had been established with Chase, via XXXX, and been a source for my Chase cc payments, the transfer could easily be completed and swiftly expedited, over the phone on Monday XX/XX/XXXX this was not accurate. 
7. Chase has offered no documentation or attempt to call XXXX XXXX on my behalf, after I asked at least two of their reps to please do so 8. On  Monday XX/XX/XXXX,, both XXXX and then XXXX said I had to wait 3 to 7 business days for the transfers eligibility to be confirmed, and that there was no possible way to get the funds to my account that day, on in an urgent manner. 
9. XXXX had assured me that, even though I only saw a {$5.00} credit to my Chase account for the external bank fee, the {$100.00} had been credited to my Chase account on XX/XX/XXXX, ; when she transferred my call, XXXX made it clear that the money would be transferred to my XXXX XXXX account, only after I supplied proof of the fees that I had been charged. 


I am a reasonable person, I make mistakes, I understand others do as well and that things happen that were not meant to cause intentional harm. I dont take any of this personal, but the unprofessional way this was handled is unacceptable, unethical, and manipulative, and I dare say fraudulent. 


When I expressed urgency and asked why I was given inaccurate information, from Chase on 3 separate occasions, I was told that though I was justified for being angry, It was not our intention to lie. I would prefer that my financial intuitions intentionally did not lie to me, and I am shocked by the entitlement of Chase, and want to take any action available to hold them responsible for their poor customer service practice and aloof willingness to act fraudulently on such an insignificant matter.

Company response to consumer: Closed with monetary relief