JPMorgan Chase

TO: Customer Service
Merchant Service
JPMorgan Chase

FROM: Valentyn Kulbaka, President
Green Wall Construction
3261 Phillips Hwy.
Jacksonville, FL 32207

Merchant ID: [protected]

I consider it is my duty to inform you about the unpleasant experience that I had with Chase Bank Merchant Services when trying to solve important issues for my business.
We produce custom decorative architectural elements for our customers and the speed of ordering for us is very important because our customers want to get our products quickly.
(The catalog where you can learn more about the products we offer www.decorativearchitecturalshapes.com)
In order to receive payments from clients, Green Wall Construction LLC has been using Chase Paymentech ever since December 19, 2015. Every month the company accepts payments from approximately 15-20 our customers using your service. For our business, it is of extremely important that payments are processed as quickly as possible and transactions are easy to complete.
During all this time I was happy to use your service, as all the issues were resolved easily and quickly.
Since most of our customers reside in other states, we work with freightcenter.com which helps our customers get our products as quickly as possible.
On June 15, 2017 one of our new customers, Louay Hussein (phone [protected], [protected]) has placed with us an order for the production of architectural elements for his new home in Northville, MI.
On July 12, 2017 he received the invoice 7807 for an amount of $ 16 752.92. He flew to us from Detroit, along with his wife and a young child, in order to get acquainted and discuss the details of his house project. He was pleasantly impressed by the fact that we manufacture custom products and with the technological capabilities that we have in our facility.
He was so glad to start working with us that immediately made an advance payment of $ 6, 000 using the American Express credit card. On July 21, 2017 Mr. Hussein made another payment for this invoice in the amount of $5, 000 using the Discovery credit card. Having agreed with the details of the order, we immediately began to work on this project.
A month later on August 29, 2017 his order was completed and ready for shipment. We received a shipping quote from our carrier and waited on the customer’s shipping cost approval.
The customer was provided with pictures of finished products made according to his own dimensions and his specific design. The shipping carrier has also contacted him in order to receive payment and coordinate the delivery time.
The client informed us that he was pleased with what he saw and wanted to arrive and see products in person before shipping to check whether everything corresponds to what he ordered. We agreed that we will wait for him on Friday, September 1, 2017.
Unfortunately, Mr. Hussein could not fly on Friday for personal reasons and postponed the visit until Tuesday September 5, 2017. On Tuesday, he also did not to arrive and rescheduled his visit on Thursday, September 7, 2017. Since the hurricane Irma was approaching Florida, he refused to travel to us during this period.
Meanwhile, we found out that the customer withdrew his payments and indicated the reason that he did not receive the ordered products. Mr. Hussein has stopped responding to our calls and we could not get in touch with him for several weeks.
We turned to the American Express as well as Chase Bank Paymentech Customer Service for assistance with this issue. We explained the situation with a request to return the advance payments received by our company under the signed contract earlier, as the customer under the contract had to pick up his products or arrange transportation.
The total weight of the ordered products is 22, 000lbs and it completely occupies the entire trailer of the truck.
After reviewing all the documents provided by us, the American Express Customer Service has made a decision that in this dispute we acted in a good faith and honesty in relation to the client and returned us retained before $6, 000.
I want to note that American Express made its decision without putting our account on hold. The bank withheld the amount of $6, 000 from payments coming to the account and after the necessary amount has accumulated continued to work in a normal mode.
However, I had completely different experience with Chase Bank Merchant Services.
In the chargeback department, our fault was immediately recognized as dishonest seller based on the absence of shipment tracking information from us. The fact that then the client had to take the products from our warehouse under signed agreement seemed to mean nothing. One of Chase Bank Customer Service representatives went as far as offering us to ship products for free and then try to sue the client!
I want to inform you how your service works.
On September 19, 2017 at about 10-11 am we called Chase Paymentech service asking how long our account will be on hold.
I was transferred to the chargeback department then to the department of collection then to the risks department and in every place, I had to repeat my story again and again.
However, no of the representatives could tell me clearly why Chase Bank is keeping $ 7092, 26 of company’s funds on merchant account and still the account is on hold. Although, the amount the bank had to keep was only $5, 000. I’ve spent two and a half hours on the phone and was promised that within 24 hours there will be news for us.
The next day on September 20, 2017 in the afternoon, I decided to follow up what progress that has been made in our case. Everything remained the same as I was getting transferred from the department to the department. Later, I’ve found out that the issue with collection department has been resolved I need to wait 48 hours for this information to be submitted to chargeback department. Once submitted the account will be transferred to Risk dept., so the account could be released from hold. On that day I’ve spent approximately another two working hours on this issue.
The next day on September 21, 2017 after lunch, I decided to find out what progress has been made in our case. Unfortunately, there was no progress on the resolution. Everything was very similar to the day before. Once again I had to continuously repeat my story and be transferred to different departments. At that time I was in collection department that they have a solution that will speed up the process and the company should be back to normal operation by Monday or Tuesday of next week. Three times I was assured that the money will not be taken from company’s checking account at Chase Bank and that I should not be worried. Once again another two hours of my work time was gone.
The next day, September 22, 2017 I saw that Chase checking account was charged in the amount $4008.98 and $255.42. I contacted customer service to find out what the charges were for.
However, the representative from the merchant service talked to collection department while I was on hold and happily informed that collection has nothing to do with the hold anymore. I was advised to contact the Risk department at that time.
At the Risk of the department, a young man talked with me and within 40 minutes we found out that we have $ 7092.26 at our disposal and they will be transferred to our check-in account no later than Tuesday, September 26, 2017 and that nothing can be accelerated at that point and everything is already in automatic mode, so I should not worry. At the end of this phone call, another 2 hours were gone.
On Monday, September 25, I decided to check the status of my case again.
This time, to my huge surprise I’ve found out that a decision to terminate the account has been made. It was shocking to learn that the decision is not subject to appeal and our merchant account is closed due to excessive chargebacks (for the last three years it was the only chargeback on the account)
I was also informed that the amount of $ 5.761 will be withheld within 6 months to cover the bank's risks.
Moreover, I’ve spent another hour on trying to find out what happened to the difference between $ 7, 092.26 and $ 5.761 being held on hold. The representative could not provide an explanation about where did the reaming balance go and took my phone number saying he will call back. He never called back.

Let's sum this up. We suffered from an irresponsible buyer. The company did not receive the full payment $ 16, 752.92. Additionally, $ 7092.26 was placed on hold by Chase Bank. This sums up to $ 23, 845.18 that was stolen from my company. As of now, I cannot pay salary to my employees on time and have no ability to accept payments from responsible buyers who wish to buy our custom-made products.
Can you please explain to me what is my fault in this case and what benefits did I get for my business for cooperation with your bank?
All of the above you can check by contacting:
Louay Hussein (phone [protected], [protected])
Risk of department case No. GA # 9960
Merchant service case № [protected]
Collection department case № [protected]

_______________________________________
Valentyn Kulbaka
Green Wall Construction
3261 Phillips Hwy.
Jacksonville, FL 32207
[protected]@royalfoam.us
[protected] (office)
[protected] (cell)

In October 2017, I received a check as a result of a Chase employee's gross negligence. I was wrongly removed from a joint account and denied access to the funds. The primary account holder has passed and as joint accoutn holder and executor of his will, I contacted the bank. They completely disregarded the estate planning and removed my name from an account without my signature and without written notification. The Executive Office acknowledges this gross mishandling of the account. However, as a result, within 4 months of this employee's gross negligence, my father had passed and Chase gave a dead beat family member access to the account without my notification. Needless to say, he nearly depleted the account. The account was frozen after weeks of me contacting Chase, and by that time, a minimal amount that was left. It was split in half and distributed to both parties. I am entitled to knowing exactly how much money was wrongfully withdrawn while I was denied access. There are assets to a home sale that were depleted as well. I have very well documented all of my correspondence with the Executive Office and their failure to provide customer service. I am not receiving calls back from the multiple people, inlcuding managers, that I have attempted to call and was even told that a manager did not deem my call back necessary and closed my request. I am absolutely disgusted. I have other accounts that I plan to close if this is not resolved in an acceptable manner.

I am furious and want answers, but no one is calling me back. It's as if they think ignoring me will make the situation go away. I would like a supervisor, who is capable of providing answers to my questions, to contact me immediately. I am entitled to bank statements and reimbursements for your banks gross negligence.

Dear Sir/Madam,

My name is karthik kumar Rajendran and I am pursuing my higher studies in USA. I expecting a return of wire transfer from India to my bank Federal Credit Union through you (JP morgan chase bank) as an intermediate bank. The wire has returned on 21-sep-2017 from my bank. But, it is not yet deposited in my bank. Today is 11-oct-2017, it is almost 20 days the JP morgan in holding my money for no reason. My transaction reference number is JPM170906-03662. I request you to transfer the fund immediately.

Sent $36 to my son on Oct 6, 2017 transaction failed but funds came out my account 4X. Called Customer Service. Said it will credit back at end of business day. 3 days later I still don't have my money. Everyday someone is saying it's going to credit back in morning. I've waited 3days.. I TALKED TO MULTIPLE PEOPLE WITH ATITUDES OF WHATEVER. I'm totally passed with Chases

Your claims department is a joke! The managers are extremely rude and incompetent! You need to do some serious work on this! I am taking my money out of your bank and closing my account tomorrow! And letting everyone I know to do the same!
You will never had reassurance that chase bank will help you with the claim in a professional smart manner!
You are a fraud department, maybe you should educate yourself on the level of fraud criminals and shady company's are doing now instead of assuming I was taking a tour at Pearl Harbor at 1 am when supposedly I was there using my chip and taking a tour!
Main managers name is shavonne, she is a horrible person!
Fix this chase!

I disputed charge because vendor did not deliver goods and did not respond to my inquiries. Based on my experience with other banks I thought Chase would take good care and find out all the pertaining details.

Instead, they called me and spent substantial time querying me about my birthday date (80% of the call time getting birthday + 20% discussing the disputed case). That was it! Three weeks later I got a letter from them that informing me that charge will stay and they cannot do anything about it.

So because of incompetence and laziness of Chase people I stay with no goods and with lost money.

Basically, fraud multiplied by Chase fraudulent customer service.

I can provide all the necessary details to interested parties.

I live in rockland county in the Nanuet area and i went to the branch on route 59 the nanuet branch phone number there is845-373-8709 and dealt with a gentleman by the name of Mike who in fact is the mamager as well. in the beginning of august i came into to be exact 8/14/2017 @1030AM AND MADE A PAYMENT TO MY LAWYER PROVIDING NAME AND EMAIL ADDRESS. a week later the lawyer said she never got the payment . I came to the branch first time Mike said he could not help me due to the fact of not having no receipt. Second time i came he didnt even entertain me and was irate said there wa no way he could track the payment down whatsover, in fact he told me i could have never made the payment in the branch. Third time which was yesturday i came with my husband and had the lawyer the chase customer on the phone ready to locate this payment. at this point he was very disgruntled mike the manager and very sour. he went through its gonna take him so long to find and kept complaining. !0 minutes later he located the payment which was made to my lawyer taken by him . Poor Poor service he demonstrated and wasted my time . I wanted to file this complaint, i can be reached at [protected] which is my direct business line.

12/22/2015
Chase Fraud # JBM160113-002123
On 12/22/2015 someone accessed my company checking account online and wired $ 40, 000.00 to a temp account at Bank of America at 3:32 pm eastern time. The cyber thief's manipulated chase security to give them a temporary password to access my account.
Chase fraud department left message later that day, I called them back to let them know that the transaction was fraudulent, they said they would stop it, they did not.
Chase has denied the claim stating that the IP address was the same.
I asked if my IP address could be spoofed, the chase fraud claims department agent said anything is possible these days. I have asked chase
for the recorded phone conversations, they will not release them.

Todd Kunkel
T A K Development Inc.
[protected]

I am not happy with the way I was treated this morning (10/4/17) by your location in Heber, Utah. My fiancé went into this Chase location (Heber, UT) with cash in hand to deposit into my account for our mortgage payment and the bank Manager, Mike, refused to assist him in making the deposit. I called the branch manager to explain the situation. I informed him that I have been a customer for a VERY long time and asked if he could look at the account history to understand that I have been a long-time, loyal customer to which he refused. He claims that they can't take the cash because it could be money laundering! I can't believe it — a long-term customer being accused of possible MONEY LAUNDERING. What an incredible way to treat your customers and provide that excellent customer service we all know and love — not. I am not impressed and not happy. I will be pursuing this matter further because customers should not be treated like this and I will close my account if I am not provided a resolution. Have you ever heard of a bank that won't take cash?! My fiancé’s credit union sure hasn’t! They were baffled by the way he was treated. That makes me even more disgusted! Credit Unions seem to be the only way to go nowadays.

10/03/17

I spoke with Melissa (Texas), Customer Support Specialist. I have pending charges on my debit card that need to released. The merchant confirmed the charges should be released because I paid with a different card. I was told my account has not been open for 6 months, no way to reverse the funds, even with proof. NOT OK! I have reviewed the literature that was given to me when I opened my account. No where does it state there can be no resolution because my account has not been open for 6 months. She also could not tell me where the literature is.

I have $530 that I cannot use due to this issue. The $530 was paid with a different card. How can Chase hold funds when there is proof these funds should be released? Where is the 6 month rule located? I am absolutely disgusted with this rule. Again, how can Chase hold funds that should be released? I have the word of the Merchant. The Merchants name is Courtyard Marriott and the supervisor's name is MARK.

Theresa then told me it would be 3 days and the funds would be released. I expended that it was already 3 days. She then said it could be 3-5 days. Which on is it? As of day 3 these funds have not been released. Again, I want literature stating my account has not been open long enough to release pending transactions with proof they should be released.

I am appalled by this rule, disgusted that my money cannot be mine. I want a response, I am customer, but I am not being treated as one. One of the reasons I switched to Chase is because of its customer service. Today I feel I made a big mistake giving Chase my business.

Have you considered putting an ATM or branch in echo park, Los Angeles 90039. ?Currently the nearest Location is a 15 min drive in any direction to the nearest place. There use to be chase ATMs at the Arco AMPMs. Without those locations there is a significant dark zone where there is no ATM. I know this is a 1st world problem, but it seems as though Chase would have the resources to give a little love back to the Echo Park area. Thank you!

Chase closed my credit cards after closing my checking account promised me to bring account current and lied to me several of time.. I was in a traggic accindent were I was hit by a car... Why would chase close 2 of my accounts while trying to survive. Costumer service agents were calling me over and over while in the hospital after issue was resolved chase never opened my account at the crime seen someone picked up my wallet and stole both of my credit cards chase sent 2 new cards and both were close right after I was released from the hospital. The costumer service agents tried to help me but the grantor basically kept denying it now please can you guys correct this issue 2 other companies reopened my account

#SCP994182

9/1 - 9/4 @ spectator hotel.

I was lied to throughout the entire booking process. I was planning a trip for my wife and I's anniversary. I wanted to book the grand suite but couldn't tell which room that was based on the descriptions on the chase travel website so I called in and asked a rep which description fit the grand suite. They told me which one to select and it was close to $900/night so I selected it and forgot about it.

On the week of my wife called the hotel to ask what room we would be staying in they told us the Deluxe suite. That alarmed me because the deluxe suite is considerably cheaper. So I called chase travel to complain they put me on hold while they said they would call the hotel. They said everything I stated was correct but that the grand suite had been completely booked and since it was the hotel's fault they were going to give me a 10 percent discount. I figured that would be fine. Once I got to the hotel I realized they put me into the worst room that they have. It was a handicap access room and it was the deluxe suite it also came with an unpleasant odor that lasted throughout the trip. Upon getting back I called chase back to complain and Chase said they made a mistake and would give me an additional 5k points. But upon further research I found out the hotel didn't have any conversations with chase and that they don't do any kind of refunds and that I had been originally booked to a deluxe suite all along. So Chase had been lying the entire time.

Chase travel has been very incompetent. I ended up with the worst room in the hotel. I was promised a resolution by a supervisor 3 weeks ago and have yet to hear back.

I would like the entire stay at the hotel refunded back to me.

I want a full refund of the points I used to book my hotel.

Filed A Travel Cancellation claim which was accepted and partially paid. Card Benefit Services paid the portion of covered ticket loss but did not include other covered expenses which only total an additional $301. KIA, my adjuster refuses to call me and the CBS office will not connect me to her. This seems to be their usual tactic Claim #[protected]. all my contact attempts fail and when I call Chase I am simply referred back to the company that refuses to help. This has been going on since July. They have all backup to substantiate my claim but refuse to discuss the matter, I need some help.

I deposit Money From my checking Account.
after I get my sallary and my bonus From my boss worth of 2, 540 $ thats my last deposit transaction using my Debit card After I put my money In the Machine And the machine accept my money the ATM machine has Technical problem Indicate from the ATM machine and The ATM printe the reciep since the ATM printing a receipt, I check the receipt
In dictate from the receipt is THIS DEVICE ENCOUNTER TECHNICAL PROBLEM PLS.CALL THE NO#-------OR GO TO THE BRANCH WHEN YOUR LAST TRANSACTION GO THOURGH..
that time I call chase costumer service and transfer my call from chase claim dept. I make a report Since Sept, 23.2017 but Until now I did not get my money And Im still Waiting from my money Its really slow from The invistigation and some of the Representative in chase is lair.

Very low on cash small business owner and Chase will not refund 3 completely unnecessary insufficient fees based on a transaction that processed at 11:59. These [censor] tried to capitalize off 3 insufficient funds charges based on a transaction that posted at midnight! How the [censor] am I suppose to take care of that at 1am? Hmmmm? To capitalize $120 off of something I couldn't take care of is undeliverable!

Hello. Over the past month, I have received numerous, sometimes up to five calls a day from Chase Auto Finance, and they claim I have debt or something along those lines. However, I do not have an account or a loan with this agency.

I get my automobile coverage from another agency, and have never had any business with Chase.

Yet, I have spoken to at least 4 or 5 of their representatives, even confirming that I do not have an account with them, and that the person, who has my phone number apparently on their file, they are looking for has no association with me in any way. Still, they call me repeatedly even after I tell them that they have the wrong person and number. It has caused me way too much stress.

I called in to ask a few questions regarding a few automatic draft payments that I have going to a compromised account. After repeating the same question several times and the representative adamantly, responding with answers to questions I did not ask, I requested a supervisor. I felt I was treated very rudely and condescending. I then ask to speak to a supervisor the supervisor then comes on the line, does not address me or greet me, but ask "what other questions do you have?" I immediately told her I did not appreciate the customer service I was receiving from their organization and that I did not appreciate the tone I was receiving during the conversation, later she apologized. However, there is definitely some training that needs to be implemented in your customer service department. I have never, in all the years that I have been a customer, been treated as rudely and unprofessional as I have today I am seriously considering changing banks

I went to 75 East 161 street Chase Bank . I wanted to know if my Checking Account was in active yo do 3 Check for my Passport. I received a call from the Passport office, saying the next Check number 291, the account is closed. So, I had to give my Total Reward Credit Card to Check number 291, with a fee of $25.00 dollars. That was taking care of with Ruby Harris. That was the second check. So, I received a UPS envelop with a letter saying I need to pay for Check Number 290. That's the first check. So, my complain is, I want my $25.00 days fee

I opened a Chase liquid acvount in June with the branch manager in Montauk NY, after three months of continuous problems with my account my card was fraudulosely closed wich left me stranded with no money, upon visiting another Chase branch it appears that the branch manager did not do her job properly and did not file i series of paperwork which led to all the trouble i went through for the past months woth their product.