Consumer complaint received 2022-07-14
Company: JPMORGAN CHASE & CO.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
XX/XX/XXXX Dear CFPB representative, Re : JPMorgan Chase Banks repeated Error and Violations regarding Error Resolution in accordance with Regulation E when notice of error is given. 


I would like to ask CFPB for assistance in addressing JPMorgan Chase Banks violations of REGULATION E and FEDERAL CONSUMER PROTECTION LAWS. 

JPMorgan Chase Bank and XXXX violated REGULATION E and also acted in unfair, unlawful, bad faith, and unethical business practices. 

Please assist in enforcing that JPMorgan Chase Bank as my financial institution provide proper Errors Resolution and follow procedures outlined under REGULATION E.

I am requesting CFPB for assistance because JPMorgan Chase Bank failed to provide me with errors resolution in accordance with Regulation E on 4 separate notices given to them, and JPMorgan Chase Bank has refused to discuss or explore this matter further. 

I was fraudulently induced by one individual in 4 EFT transfers with errors on XX/XX/XXXX. These fraudulently induced 4 EFT errors occurred using XXXX through Chase Mobile Banking. These fraudulently induced 4 EFT errors transfers involved 3 JPMorgan Chase bank accounts covered by EFTA regulations and Regulation E. Total sum amount of {$8500.00} for these 4 EFT errors. 

I notified JPMorgan Chase bank by calling JPMorgan Chase banks EFT errors reporting phone number regarding these 4 EFT errors induced by fraud and spoke to representative XXXX on XX/XX/XXXX, spoke to representative XXXX on XX/XX/XXXX, and spoke to supervisor representative XXXX on XX/XX/XXXX. 

I also notified JPMorgan Chase Bank by sending written notice for these 4 EFT Errors induced by fraud to JPMorgan Chase banks EFT errors mailing address and by fax on XX/XX/XXXX. JPMorgan Chase Bank have been non responsiveness and have not even acknowledged or addressed my written notice of errors sent on XX/XX/XXXX. To date, I have not received any response back to my written notice of these errors. 

I notified JPMorgan Chase bank of these 4 EFT errors in a timely manner, and notified them within 30 days of these EFT errors transaction date. This is within the 60 days as required under Regulation E. However, JPMorgan Chase bank violated Regulation E and failed to provide errors resolution accordingly. 

There are AT LEAST 10 IDENTIFIED VIOLATIONS of REGULATION E, and 15 USC CHAPTER 41, SUBCHAPTER VI by JPMorgan Chase Bank.

The details relating to the ERROR and VIOLATIONS by JPMorgan Chase Bank regarding these 4 EFT errors transfers are outlined below.

Notice of error being given to JPMorgan Chase Bank : ERROR OF NOT PROVIDING REQUESTED DOCUMENTATION AND ADDITIONAL INFORMATION WITH THESE ERRORS DETERMINATION.

This is a qualifying error under Regulation E and 15U.S.C. 1693f ( f ) Acts constituting error, ( 6 ) a consumer 's request for additional information or clarification concerning an electronic fund transfer or any documentation required by this subchapter. 

Reference : 15U.S.C. 1693f. ( f ) https : //uscode.house.gov/view.xhtml? path=/prelim @ title15/chapter41/subchapter6 & edition=prelim Brief summary of these 4 incidents and issue with giving notice of errors to JPMorgan Chase Bank : 1.On 3 separate calls on XX/XX/XXXX XXXX XX/XX/XXXX, and XX/XX/XXXX, I gave notice of errors regarding these 4 EFT errors induced by fraud. JPMorgan Chase Bank denied to conduct reasonable investigation of these errors because these errors are XXXX transactions. JPMorgan Chase Bank representatives refused to reasonably investigate these 4 EFT errors even after being contacted multiple times.

2.Letters of resolution sent to me on XX/XX/XXXX and XX/XX/XXXX regarding these errors were fraudulently stated and incorrect. JPMorgan Chase Bank refused to correct and provide errors resolution letter in accordance with federal laws and Regulation E. 3.JPMorgan Chase Bank repeatedly violated Regulation E and refused to provide correct errors resolutions required under Regulation E.

4.JPMorgan Chase Bank also failed to include statement of consumer right to request documentation in all letters of resolution sent to me on XX/XX/XXXX and XX/XX/XXXX. 
JPMorgan Chase Bank also failed to provide documentation and results as requested. I requested multiple times for documentation and explanation, and never received them. Error under Regulation E. These 3 calls and my request for documentation were not to ask for duplicate copies of documentation that has already been provided. JPMorgan Chase Bank simply refused to provide an explanation with information for the determination of these errors that is factual and in accordance with federal laws and Regulation E.

5.I even sent a written notice of errors for these 4 EFT errors transfers with detailed information on the alleged error and violations, all 3 account information, transaction record of these errors, as well as other supporting documents to JPMorgan Chase Bank on XX/XX/XXXX. It was sent with written notice of errors for my qualifying small business account, both mine and my husbands personal accounts that are covered by EFTA regulations and Regulation E. ( Note : correction to original written notice I sent to JPMorgan Chase Bank on XX/XX/XXXX. Upon reading EFTA definition of qualifying accounts, my small business account is also covered by EFT regulations. Therefore, all 3 accounts are covered by Regulation E. ) HOWEVER, to this date JPMorgan Chase Bank never responded to my written notice of these errors sent on XX/XX/XXXX. 


VIOLATION 1. First notice of errors for these 4 EFT errors due to fraud inducement were given to JPMorgan Chase Bank orally by phone on XX/XX/XXXX. JPMorgan Chase Bank did not perform or provide reasonable investigation with determination and results for these errors reported. JPMorgan Chase Bank sent these letters of resolution to me on XX/XX/XXXX, the same day I gave my notice for these 4 EFT errors. This is a violation of Regulation E and 15U.S.C.1693f ; 12 C.F.R. 1005.11.

JPMorgan Chase Bank needed to have conducted reasonable investigation with review of all relevant records and documents prior to determination of the alleged error. JPMorgan Chase Bank failed to provide errors resolution in accordance to XXXX XXXX ( Please see attached letters of resolution from JPMorgan Chase on XX/XX/XXXX and XX/XX/XXXX and my written notice to errors sent to JPMorgan Chase Bank on XX/XX/XXXX for more details. ) JPMorgan Chase Bank violated investigation procedures and requirements for error resolutions. 

According to 15 USC Chapter 41, Subchapter VI, these violations include : Violation of 15 USC Chapter 41, Subchapter VI ; 1693f ( e ) Treble Damages.

Violation entitles consumer to treble damages determined under 1693m ( a ) ( 1 ) 1 of this title.

Reference : 15 USC CHAPTER 41, SUBCHAPTER VI ; https : //uscode.house.gov/view.xhtml? path=/prelim @ title15/chapter41/subchapter6 & edition=prelim VIOLATION 2. Letters of Resolution from JPMorgan Chase Bank included erroneous, and fraudulent statements as explanations for these errors investigation . Letters of errors resolution from JPMorgan Chase Bank on XX/XX/XXXX and XX/XX/XXXX included these statements below. 

These letters of explanation from JPMorgan Chase Bank for these 4 EFT errors investigation stated : As we discussed and agreed, no action will be taken. 
This inquiry is now resolved. 

I did not discuss and agree, no action will be taken. I specifically asked for an investigation for these errors. These statements provided as reasons determining these errors give the impression that I withdrew from errors reporting, which I have not. These statements are entirely fraudulent and deceptive. 
These letters and statements of explanation is in violation under REGULATION E and 15U.S.C.1693f ; 12 C.F.R. 1005.11.

This violation is also explained in more detail and can be found under section 2.3.3 Violation of error results notice requirements from CFPB - SUPERVISORY HIGHLIGHTS, ISSUE 22 - SUMMER XXXX. 

According to CFPB 2.3.3 Violation of error results notice : To give purpose to both obligations, the meaning of an explanation is not synonymous with that of a determination. Financial institutions must go beyond just providing the findings to actually explain or give the reasons for or cause of those findings. 

Reference : CFPB - SUPERVISORY HIGHLIGHTS, ISSUE 22 - SUMMER XXXX https : //files.consumerfinance.gov/f/documents/cfpb_supervisory-highlights_issue-22_2020-09.pdf Reference : 1005.11 Procedures for resolving errors. https : //www.consumerfinance.gov/rules-policy/regulations/1005/11/ # a VIOLATION 3. All letters of resolution for errors investigation on XX/XX/XXXX and XX/XX/XXXX from JPMorgan Chase Bank also failed to include the statement of consumer right to request documentation in these letters.

This is a violation of REGULATION E and 15 USC CHAPTER 41, SUBCHAPTER VI ; 1693f. Error resolution section ( d ) Absence of error ; finding ; explanation.

Reference : 15 USC CHAPTER 41, SUBCHAPTER VI ; https : //uscode.house.gov/view.xhtml? path=/prelim @ title15/chapter41/subchapter6 & edition=prelim Reference : 1005.11 Procedures for resolving errors. https : //www.consumerfinance.gov/rules-policy/regulations/1005/11/ # a VIOLATION 4. JPMorgan Chase simply refused to provide documentation I requested. All 3 representatives from the 3 phone calls all stated that they dont do that and that is not JPMorgan Chase Banks policy or procedure. JPMorgan Chase Bank representatives stated that this letter of resolution sent on XX/XX/XXXX and XX/XX/XXXX is the only letter they provide to all consumers regarding XXXX EFT errors.

Reference : 15 USC CHAPTER 41, SUBCHAPTER VI ; https : //uscode.house.gov/view.xhtml? path=/prelim @ title15/chapter41/subchapter6 & edition=prelim Reference : 1005.11 Procedures for resolving errors. https : //www.consumerfinance.gov/rules-policy/regulations/1005/11/ # a VIOLATION 5. After 3 phone calls giving notice of errors with no resolution in accordance to EFT regulations and Regulation E. I mailed and faxed written notice of these errors to JPMorgan Chase Banks EFT errors department on XX/XX/XXXX. To this date, I have not heard back with any response of any kind from JPMorgan Chase Bank. ( Please see attached for delivery confirmation of faxed and mailed written notice. ) JPMorgan Chase needed to have responded to this written notice of errors sent on XX/XX/XXXX within 10 business days. If they needed more time for these errors investigation, JPMorgan Chase still was required to provide conditional credit for these errors within 10 business days. If investigation includes a different error, JPMorgan Chase Bank needed to provide information on these different errors and where to report them. If investigation includes errors, JPMorgan Chase needed to have provided correction for these 4 EFT errors within 1 business day and credit my accounts for the total sum of {$8500.00} for these 4 EFT errors.

JPMorgan Chases failure to acknowledge and conduct investigation for these errors and not providing documentation when requested is an ERROR in itself under Regulation E, and EFTA. 15U.S.C.1693f ; 12 C.F.R. 1005.11.

Reference : 15 USC CHAPTER 41, SUBCHAPTER VI ; https : //uscode.house.gov/view.xhtml? path=/prelim @ title15/chapter41/subchapter6 & edition=prelim Reference : 1005.11 Procedures for resolving errors. https : //www.consumerfinance.gov/rules-policy/regulations/1005/11/ # a Reference : 2019-BCFP-0001 Document 1 Filed 01/03/2019 https : //files.consumerfinance.gov/f/documents/bcfp_usaa-federal-savings-bank_consent-order.pdf JPMorgan Chase Banks other violations : VIOLATION 6 . JPMorgan Chase Bank violated 15U.S.C.1693g. ( b ) burden of proof. Which requires the financial institution to provide proof showing error or no error exist regarding consumers alleged error when notice of error is given.

VIOLATION 7. JPMorgan Chase Bank also violated the time limit of 10 business days to provide response and resolution to consumer regarding notice of errors in accordance to Regulation E and 15U.S.C.1693. JPMorgan Chase Banks failure to respond in its entirety of written notice given to them on XX/XX/XXXX exceeds time limit required by Regulation E. This failure from JPMorgan Chase Bank requires them to correct these errors for the total amount within 1 business day by crediting my 3 accounts for the total sum of {$8500.00} for these errors. 15U.S.C.1693m. ( a ) ( 1 ).

VIOLATION 8. JPMorgan Chase Bank violated Regulation E when they refused to investigate these errors initiated by fraudulently induced consumer. Regardless of Consumer Negligence, JPMorgan Chase Bank is required to provide reasonable investigation and can not deny conducting errors investigation.

VIOLATION 9. JPMorgan Chase Bank violated Regulation E and 15U.S.C.1693 error resolutions by refusing and denying investigation because of JPMorgan Chase Banks disclosure of waiver of consumer rights as a reason.

VIOLATION 10. JPMorgan Chase Bank violated Regulation E and 15U.S.C.1693 by failing to reassert these errors when I notified them of a new error, an error resulting from JPMorgan Chase Banks letter of resolution sent to me. JPMorgan Chase Bank violated regulations by failing to provide correction of these errors with crediting my accounts for the total sum of {$8500.00} within 1 business day as required under Regulation E and 15U.S.C.1693m. ( a ) ( 1 ).

I am requesting CFPB for assistance with enforcing JPMorgan Chase Bank provide correction for error made by JPMorgan Chase Bank in accordance to Regulation E and 15U.S.C.1693m. ( a ) ( 1 ). Given all these violations and JPMorgan Chase Banks ERROR OF NOT PROVIDING REQUESTED DOCUMENTATION, I am entitled to get the total sum of these errors credited back to my 3 accounts from JPMorgan Chase Bank within 1 business day.

I have attached the following documents : 1.Letters of resolution containing qualifying ERROR caused by JPMorgan Chase Bank on XX/XX/XXXX and XX/XX/XXXX. 
2.My letter of explanation for these 4 EFT errors in my written notice of ERROR sent to JPMorgan Chase Bank on XX/XX/XXXX. 
3.My account information for all 3 accounts and Transaction date information and amounts for these 4 EFT errors .

4.Fax confirmation and mail confirmation of written notice of errors sent to JPMorgan Chase Bank on XX/XX/XXXX. 

I also have a record of the call on XX/XX/XXXX with JPMorgan Chase supervisor representative XXXX, who refused to start errors investigation that is reasonable for these 4 EFT errors and denied documentation request. JPMorgan Chase Banks Supervisor, Representative XXXX also stated that they will not provide error resolution letter that contains any other explanation. This is the letter sent to all consumers calling about these errors with XXXX. That this is JPMorgan Chase Banks policy and nothing can or will be done to assist me with these errors investigation.

Company response to consumer: Closed with explanation