Consumer complaint received 2026-01-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: CT

Complaint narrative:
Between XX/XX/XXXX and XX/XX/year>, XXXX unauthorized ATM withdrawals totaling {$2400.00} were made from my checking account over XXXX consecutive days. The withdrawals occurred in rapid succession, with each transaction approximately XXXX minute apart, including multiple {$300.00} withdrawals within minutes, and this same pattern was repeated on each of the XXXX consecutive days. 

I discovered the unauthorized activity late evening on XX/XX/year>, when a debit transaction was declined because the series of withdrawals had fully depleted my account. Early on XX/XX/year>, I promptly reported the unauthorized withdrawals to Chase. 

Despite these facts, Chase denied my theft report within XXXX day of my report and did not provide a substantive explanation or documentation supporting its determination, stating only that Chase determined the transactions were authorized based solely on the use of the correct PIN, without providing supporting documentation or analysis. I explained that I did not authorize the transactions, that I had never used an ATM withdrawal on this account, and that my PIN had been compromised. 

Chase later advised that the disputed withdrawals were conducted using electronically captured card information that was provisioned to a mobile device ( an XXXX ) and then used to complete the ATM transactions, rather than by me using my physical card. Despite acknowledging this fraud mechanism, Chase has not refunded the disputed withdrawals. 

After researching my rights under Regulation E, I sent Chase Bank a written request dated XX/XX/year>, asking Chase to reinvestigate the claim. In that letter, I cited Chases obligations under Regulation E, identified deficiencies in Chase 's investigation, including reliance on PIN use alone, the absence of a reasonable investigation, and the failure to provide written findings or supporting documentation, and requested documentation supporting its determination. Despite my repeated inquiries and requests, both in writing and by telephone, Chase Bank did not respond and did not provide the requested documentation. 

Chase representatives advised that my best option was to contact local law enforcement for assistance with investigation into the matter. I followed that guidance and contacted multiple police departments. The XXXX Police Department agreed to investigate. 

The XXXX Police Department obtained a court-authorized search and seizure warrant requiring Chase to produce ATM surveillance footage. After reviewing Chases own ATM camera footage, the XXXX Police determined that the withdrawals were conducted by multiple third parties who do not match my physical appearance and formally concluded that I am the victim of fraud. 

On XX/XX/year>, I sent a second written letter to Chase enclosing the XXXX Police Department documentation confirming that the disputed withdrawals were unauthorized and criminal, reiterating Chases burden under the Electronic Fund Transfer Act and Regulation E, and requesting that the stolen funds be credited and the transactions reversed. I also requested written confirmation that no adverse fraud determination remained on my account. Chase has not resolved the matter and states that its internal investigation is still ongoing. 

I am filing this complaint because Chase denied my claim based solely on PIN use, without conducting a reasonable or good-faith investigation, failed to respond to my multiple written and telephone requests seeking reinvestigation and the documentation supporting its determination as required under Regulation E, failed to identify or escalate an obvious and highly unusual pattern of rapid, repeated ATM withdrawals that fully depleted the account and was entirely inconsistent with my established account history, which consisted of small, routine purchases and no prior ATM withdrawals, and has not credited my account even after ( XXXX ) Chase acknowledged that the withdrawals were conducted using electronically captured card information provisioned to a mobile device and ( XXXX ) law enforcement confirmed, using Chases ATM surveillance footage, that the transactions were conducted by third parties and were unauthorized and criminal.

Company response to consumer: Closed with monetary relief