Consumer complaint received 2026-04-21 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I am writing to formally dispute a series of unauthorized electronic transactions from my JPMorgan Chase account under the protections of Regulation E. Below is a detailed timeline of events : XX/XX/XXXX : I was the victim of a robbery by XXXX individuals who stole my phone and wallet. I immediately contacted Chase, and after logging into my account, I discovered that a significant amount of money had been transferred out via XXXX,XX/XX/XXXX, and XX/XX/XXXX Within XXXX hours, I filed a police report for robbery, theft, and financial identity fraud. XX/XX/XXXX : I visited my local Chase branch in XXXX, where I spoke with banker XXXX XXXX, who assisted in blocking my account and setting up new checking and savings accounts. XX/XX/XXXX : I also went to XXXX XXXX Bank in XXXX, Indiana, because funds were stolen from another financial institution. XXXX XXXX Bank determined I was not at fault and fully reimbursed me after reviewing the same police report. XX/XX/XXXX : I contacted XXXX XXXX regarding identity theft insurance and froze my credit with Experian, TransUnion, and Equifax. I also contacted XX/XX/XXXX, where my XXXX was blocked and suspended. I did not receive a replacement device until XX/XX/XXXX. XX/XX/XXXX : Despite my new account being set up, I discovered additional unauthorized transactions. I returned to the branch and spoke with banker XXXX XXXX, who identified that the perpetrators had exploited the automatic debit card update feature in XXXX XXXX. These transactions were immediately disputed. XX/XX/XXXX : I contacted XXXX fraud department regarding a {$2000.00} XXXX transaction to XXXX that had not been reversed. I was told the transaction was sent from a secure device, and therefore could not be overturned. XX/XX/XXXX : I learned that XXXX transactions had finally been reversed. A supervisor ( XXXX ) informed me that my original claim files contained no supporting documentation, as they were improperly submitted without my police report or evidence. I was advised to resubmit all materials through the Chase app. XX/XX/XXXX : I obtained a supplemental police report solely to correct a misspelling of my name. This correction did not change any facts of the case and directly corresponds to the original report filed on XX/XX/XXXX. I have attached the original XX/XX/XXXX police report, the XX/XX/XXXX supplemental report, a letter from XXXX XXXX Bank confirming I was not at fault, and documentation from AT & T showing my XXXX was suspended, with a replacement device issued on XX/XX/XXXX. I acted promptly and in full compliance with Regulation E by reporting the unauthorized transactions within XXXX hours. Under Regulation E, consumer liability is limited when timely notice is provided. The documentation provided clearly demonstrates that these transactions were unauthorized. Failure to fully reimburse these funds constitutes a violation of XXXX XXXX If this matter is not resolved promptly, I will file a complaint with the Consumer Financial Protection Bureau and pursue all available legal remedies

Company response to consumer: Closed with explanation