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Chase Bank - Disputing charges/NSF fee reversals
Complaint
Review by doloresraemiller on 2012-02-22
Rating: 
OREGON -- I've never dealt with such rude, uncaring people as I've experienced with Chase's claims/disputes department, when I called to dispute charges on my checking account. I opened up a checking account with Chase when I received an insurance settlement and was treated like a queen at the local branch. Over this last year, however, I lost my job and trying to support myself and two children.
I called to dispute charges which also caused NSF charges on my account, which were reversed initially. After this, the merchant credited my account when I left town to care for my terminally ill grandmother. (I couldn't get internet access or cell service where she lives.) Chase debited my account a few days later without any notification to me, which caused numerous NSF charges and I wasn't even aware of it.
I called the claims/dispute unit and asked to have the NSF charges reversed due to their debit without notification to me; plus I had no ability to even view or check my account by phone while out of town. I was told by Chase the charges were scheduled to be credited to my account the following day; no problem! This not only "didn't" happen, but it caused even more NSF charges to accumulate... I called Chase again and was told they didn't know why the reversal hadn't happen and promised me it would happen; including reversing the "accumulative" NSF fees which occurred from it.
My grandmother passed away recently, but when I checked my account, no fees were ever reversed and even more NSF charges had accumulated over time. I called Chase Claims/Dispute unit again, was told (quite rudely)Chase wouldn't reverse the NSF charges and they were not sure why the other Chase employees made this statement, even though they could read the notes and knew these statements were made to me... When I asked to speak a supervisor, she put me on hold and then said her supervisor's "system" was freezing up and she couldn't view my account info. I was asked to call them back in 2 hours.
When I asked why they couldn't call me back, as it was a problem with Chase's system, I was told they "can't" do that. I've never dealt with a company that takes absolutely NO responsibility for the info and promises made by their own employees. I didn't have any access to internet/phone while I was providing 24 hr. care for her, which couldn't be helped. I have no regret taking care of my grandmother until she died which allowed her to stay in her own home. I DO regret setting up my account with Chase Bank
Since Nov. when I went to stay with her, I've incurred over $1400.00 in NSF charges which my kids and I cannot afford... Based on the "profit" Chase has made off of my situation you would think they'd treat me with courteousy and respect since they don't get that much profit off of their customers in such a short timeframe! I should be returning to work in a month or so, thank goodness:) Until I get back on my feet again we have no money, when there should be well over $1400.00 in my checking account. Thank you Chase, for providing such caring, compationate, trustworthy banking services for our family during our most difficult time...
I called to dispute charges which also caused NSF charges on my account, which were reversed initially. After this, the merchant credited my account when I left town to care for my terminally ill grandmother. (I couldn't get internet access or cell service where she lives.) Chase debited my account a few days later without any notification to me, which caused numerous NSF charges and I wasn't even aware of it.
I called the claims/dispute unit and asked to have the NSF charges reversed due to their debit without notification to me; plus I had no ability to even view or check my account by phone while out of town. I was told by Chase the charges were scheduled to be credited to my account the following day; no problem! This not only "didn't" happen, but it caused even more NSF charges to accumulate... I called Chase again and was told they didn't know why the reversal hadn't happen and promised me it would happen; including reversing the "accumulative" NSF fees which occurred from it.
My grandmother passed away recently, but when I checked my account, no fees were ever reversed and even more NSF charges had accumulated over time. I called Chase Claims/Dispute unit again, was told (quite rudely)Chase wouldn't reverse the NSF charges and they were not sure why the other Chase employees made this statement, even though they could read the notes and knew these statements were made to me... When I asked to speak a supervisor, she put me on hold and then said her supervisor's "system" was freezing up and she couldn't view my account info. I was asked to call them back in 2 hours.
When I asked why they couldn't call me back, as it was a problem with Chase's system, I was told they "can't" do that. I've never dealt with a company that takes absolutely NO responsibility for the info and promises made by their own employees. I didn't have any access to internet/phone while I was providing 24 hr. care for her, which couldn't be helped. I have no regret taking care of my grandmother until she died which allowed her to stay in her own home. I DO regret setting up my account with Chase Bank
Since Nov. when I went to stay with her, I've incurred over $1400.00 in NSF charges which my kids and I cannot afford... Based on the "profit" Chase has made off of my situation you would think they'd treat me with courteousy and respect since they don't get that much profit off of their customers in such a short timeframe! I should be returning to work in a month or so, thank goodness:) Until I get back on my feet again we have no money, when there should be well over $1400.00 in my checking account. Thank you Chase, for providing such caring, compationate, trustworthy banking services for our family during our most difficult time...
Comments:
Posted by trmn8r on 2012-02-22:
There are a few things going on in your complaint, but it would be helpful to review how many banks, including Chase, handle overdrafts. They may forgive the first one or if on the same day more than one. But they only do this one time.
Multiple attempts may be made to clear a check presented to a bank for payment when funds aren't available, causing multiple overdrafts if funds still are not available. It sounds like that is what happened to you.
Banks have instituted new ways of penalizing account holders who leave their accounts in an over-drafted state - such as hitting them once every three days with another fee. My local bank does this so it doesn't surprise me a large one would as well.
I'm very sorry about your grandmother's illness and passing, on top of your employment woes. Sadly, banks don't look at us as people but as accounts. It sounds like you may have been given bad information by some CSRs, who may not have researched your account to see you already had overdrafts waived. That's my guess based on your complaint.
Multiple attempts may be made to clear a check presented to a bank for payment when funds aren't available, causing multiple overdrafts if funds still are not available. It sounds like that is what happened to you.
Banks have instituted new ways of penalizing account holders who leave their accounts in an over-drafted state - such as hitting them once every three days with another fee. My local bank does this so it doesn't surprise me a large one would as well.
I'm very sorry about your grandmother's illness and passing, on top of your employment woes. Sadly, banks don't look at us as people but as accounts. It sounds like you may have been given bad information by some CSRs, who may not have researched your account to see you already had overdrafts waived. That's my guess based on your complaint.
Posted by tnchuck100 on 2012-02-23:
If you can document the the invalid charge to your account and their statements to you to correct this then file a small claims case against them. You can subpoena their records for the promises made.
If you do this they will likely call you to settle before actually going to court. If it happens that way the settlement needs to include your costs for filing and the subpoena.
It's a hassle. Chase is counting on you doing nothing to challenge them.
If you do this they will likely call you to settle before actually going to court. If it happens that way the settlement needs to include your costs for filing and the subpoena.
It's a hassle. Chase is counting on you doing nothing to challenge them.
Posted by michael on 2012-02-23:
CHASE IS A BIG rip off. very rude.
Posted by tnchuck100 on 2012-02-23:
"I called to dispute charges which also caused NSF charges on my account, which were reversed initially."
Did ya'll miss the event that started this mess?
"I was told by Chase the charges were scheduled to be credited to my account the following day"
Did ya'll miss where Chase lied to the OP and continued to compound the problem?
The way I read it Chase screwed this customer to the MAX!
Did ya'll miss the event that started this mess?
"I was told by Chase the charges were scheduled to be credited to my account the following day"
Did ya'll miss where Chase lied to the OP and continued to compound the problem?
The way I read it Chase screwed this customer to the MAX!
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