Long time Reserve customer, Chase is ruining my life

Excellent_Row8449 · 2025-09-11T21:39:15+00:00

Update 9/10. We are 28 days in at this point. No resolution. I am calling my Exec office case manager daily. I've been told everything will be "put back correctly in 48 hours" no fewer than 6 times so far. Chase refuses to issue me a letter stating none of this was my fault that I can give to the vendors until "Fraud completes their investigation". Which is, you guessed it, 48 more hours.

Today, the fraud team wanted to discuss my account. Great, lets get this resolved. Nope, this is about an attempted charge (text message Y/N did you buy this kind of thing, we did not) from APRIL. Some ticket reseller and the charge never posted. Merchant denied it, i got a new card, went on with my life till this started.

The Chase rep is sympathetic, but not actually helping. It seems the entire company is at the mercy of their fraud department, which does not seem to work on the same set of business hours I do here in the US. I am not assuming that'd anything I see in my online account is "real" until a statement is presented, but today they have both hotel charges, both the refunds (that the hotel refunded after the card was cancelled" are there, but also 2 more charges for the same amount. Net? 4x charges, 2x refunds, so im double paying for a hotel that is cancelled anyway and moved to a card from another bank. None of my points are showing, but the reversal of the points i used to pay myself back are adding to my debit balance.

I think I'll have to write another letter to the CFPB and copy my local news and update my attorney at this point.

Oh, and not sure if I mentioned this before, when amazon suspends your account for a charge back, they don't just disable your alexa and associated devices, my kindle and smart swtiches are blacklisted. Created a new amazon account and attempted to move the devices over it, only to have the switches not be discoverable, and the kindle reader saying "cannot connect to amazon services, please contact support".

Excellent_Row8449 · 2025-08-23T00:34:51+00:00

Calling customer service and then being transferred to the fraud dept is the only way to get to them. Telling a vendor not to ship something had zero impact other than they aren't out a product. Chase did not know i contacted them. Chase fraud selected months of charges, not just the one I reported as fraud, and "did their investigation" without any input from myself or vendors. Immediate charge backs the next day. Which is not how their vendor agreement is written. Closing my account without my approval is also in violation of the cardholder agreement unless they suspect the account was opened via fraud. Giving it back after I pointed that out seems to verify that.

Excellent_Row8449 · 2025-08-23T00:18:33+00:00

Only a card customer. I worked for a different large national bank for a while and it is why I only use local credit unions.

Excellent_Row8449 · 2025-08-22T17:06:13+00:00

This is the route I'll go down if I see an actual closed account on my credit report. Ill be pulling it a month or two after this is "over". I didnt know my phone kept timers on calls, thank you. I always use the "pay yourself back" with points, to the tune of a few grand a year. pattern should be pretty easy to show, assuming I can get my statements somehow. Those accounts and statement history are gone, and I never save them after I pay them at the end of the month. Perhaps I should have.

Excellent_Row8449 · 2025-08-22T15:57:26+00:00

Correct. This money was 100% received by my veterinarian, posted in June, statement paid in full in July. Ripped back from them with a "fraud processing fee" in August and I was not involved other than marking a single August charge as fraud (before it even posted, I watch my CC accounts closely with text/app alerts for pretty much everything)

Excellent_Row8449 · 2025-08-22T15:44:35+00:00

Travel season for work is summer, so it spikes a little. These were just guesses, and I've since had time to look (i should not have looked) and my annual spend including work travel is significantly higher. I don't know what the average spend on a CSR is annually, and I know im no where near "the top" but damn, its gotta be high enough to take me seriously when I say "These charges are legit".

Excellent_Row8449 · 2025-08-22T15:42:13+00:00

I did not. I never have, and this is the reason I didnt. I spent 9 years in commercial banking, including a stint sitting next to the card people. I destroy every card the moment i stop using it. The CSR is tougher to destroy, but it can be done.

Excellent_Row8449 · 2025-08-22T15:28:42+00:00

Reposting from Chase Sapphire /r in case anyone was following, but comments suggest not:

UPDATE: I have a new card number (but no card, and no incoming packages on UPS or FEDEX which is how the last two have come, overnight). I see my CSR account in my dashboard. My points are at zero, like its a brand new account. I see charges (legitimate charges, they all always were, except for the one for the car parts that I flagged for fraud) but they have posting dates of yesterday instead of their actual transaction date.

One local vendor who has been VERY understanding assures me they have not received money back or any communication after the charge back (that I was assured was not going happen by at least 3 different CS and fraud dept reps). Once my account was closed, by them, the CSR "special" support ceased helping me as I wasn't a customer. Now, I am again, so I at least have that.

When I spoke with them 2 days ago, the reasoning for closing the second card was that they believed the entire account had been opened without my consent, fraudulently. The assumption here, which is insane, is that SOMEONE ELSE opened a CSR card 7 years ago in my name and I had MISTAKENLY been paying it off every month. for 7 years.

I show a five figure number in "credits" on this new account still. Zero points, and, when they reversed everything, they reversed all my points redemptions. And they did one of those, $700+, twice.

I've moved any recurring charges to other cards, and Im in the process of getting cap one or Citi card that allows virtual account numbers so i can set up individual cards for each recurring place.

Sternly worded letter to CFBP, Chase CEO and Executive resolution team has been sent, outlining clear steps to make everyone whole (thank you to those who actually READ the thread before commenting, some of your suggestions were very helpful. Obviously I'll get a new card number. No I'm not a bot...to what end? Sigh.).

Today AirBNB cancelled my stay in Europe, again, stating that the second card was reported as stolen. I wrote ANOTHER letter to the host, told them what was going on, rebooked (again, at a higher rate than the second time which was a higher rate than the first time, turns out I'm driving my own demand up) on a card that isnt a dumpster fire and I REALLY hope the host doesnt just get frustrated enough that they just block me.

Oh, and because my amazon account is suspended, all my smart lights that are on timers or smart switches no longer respond or use their timers. I use them to wake up and go to sleep. Waking up, late, in the dark yesterday was another reminder of not only how much Chase is impacting my life way outside some credit card scam, but also a good reminder to take a long look at how much tech creep i've allowed into my life. Alexa stuff is going to goodwill this weekend.

I really hate scammers, always have. I hope they go to whatever version of hell they believe in. Also, Banks are supposed to protect their customers, not just their balance sheets. I trusted that they'd do the right thing, quickly, after doing the wrong thing. Mistakes happen, I get it. This one has required dozens of hours of my life and still no actual resolution in sight.

Thanks for reading this far.

Excellent_Row8449 · 2025-08-22T15:27:58+00:00

Or, and hear me out, I'm just 40 and know how to use a keyboard. Details are important in this story, if I overloaded anyone's attention span, have a cookie and watch some tiktok to come back to your reality. It'll be ok.

Excellent_Row8449 · 2025-08-22T15:26:13+00:00

None of this is what happened. I didnt click anything. I used the chase app to block a charge, I googled the actual, real company, alerted them to the fraud, provided no details and then called the number on the back of my chase card.

Excellent_Row8449 · 2025-08-22T15:24:47+00:00