Consumer complaint received 2026-02-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: NV

Complaint narrative:
Product : Business Checking Account Issue : Unauthorized Electronic Funds Transfers ( XXXX ) Complaint : I am filing a formal complaint against Chase Bank regarding multiple unauthorized electronic funds transfers from our accounts and the banks failure to provide adequate protection or reimbursement. 

Our family and business have been Chase customers for over 15 years, maintaining business, personal, and investment accounts. Due to the seriousness and repeated nature of these incidents, we no longer feel our accounts are secure. 

Incident XXXX Personal/Shared Account On or about XX/XX/XXXX, an unknown individual was added as a XXXX recipient XXXX our authorization. Shortly thereafter, {$1000.00} was transferred to an individual our family does not know. 

This transaction was not initiated, approved, or benefited from by any authorized account holder. 

We immediately contacted Chase and filed a fraud report. During the investigation process, a bank representative stated that the device used to send the payment had been verified, yet Chase refused to disclose which device was used, preventing us from validating the claim. 

This transaction also deviated from our normal security behavior. When sending XXXX payments to workers, we routinely send a small test payment first. No such test payment occurred in this case. 

This was not our first experience with fraud on Chase accounts. 

Incident XXXX Business Account On XX/XX/XXXX, our business account ending in XXXX was again compromised. 

I received an alert indicating that a new XXXX recipient, XXXX XXXX, had been added to my profile without authorization. Although a subsequent {$500.00} transaction was blocked, the perpetrator successfully withdrew {$450.00} via XXXX. 

I immediately filed a claim ( Case # XXXX ). 

During a conversation with a Chase Fraud Department representative, it was confirmed that the unauthorized access originated from a desktop computer, which directly contradicts our established pattern of using only mobile devices for XXXX transactions. 

Additionally, our XXXX service had previously been deactivated, making this activity even more concerning. 

Despite these clear indicators of account compromise, Chase denied the claim and notified us that the funds would be reclaimed. 

A supervisor later confirmed the fraud details and escalated the case for further review ; however, we have received no meaningful resolution. 

Serious Security Concerns These incidents demonstrate a troubling pattern : Unauthorized recipients added to our profiles Transactions inconsistent with our normal behavior Access from devices not associated with our accounts Fraud occurring even when protective measures were in place Multiple compromised accounts over time This raises significant concerns regarding Chases fraud detection systems and overall account security. 

Regulatory Protection Under the Electronic Fund Transfer Act ( Regulation E ), consumers and businesses are protected from unauthorized electronic transactions. 

The burden rests on the financial institution to demonstrate that these transfers were authorized. 

To date, Chase has not provided documentation proving authorization and told us we needed a Subpoena We acted promptly, reported the fraud immediately, secured our credentials, and cooperated fully with the bank.

Company response to consumer: Closed with explanation