Consumer complaint received 2026-04-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: MD

Complaint narrative:
On XX/XX/year>, multiple unauthorized transactions totaling {$3800.00} were made at a single establishment in XXXX, XXXX. These transactions occurred between approximately XXXX XXXX and XXXXXXXX XXXX During this time, I did not have possession or control of my phone or debit card. My debit card was stored in a wallet phone case attached to my phone, and both were missing for several hours at the location where the transactions occurred. As a result, I did not have access to either my phone or debit card during the timeframe of the unauthorized activity. I later recovered both my phone and debit card together. At the time of my initial report, I stated that my card was in my possession because I had recovered it ; however, this did not accurately reflect that I did not have possession or control of either item during the time the transactions took place. I have since corrected this with Chase. I reported the unauthorized transactions to Chase within 24 hours of discovering them. No fraud alerts or suspicious activity notifications were sent by Chase despite the unusual nature, amount, and foreign location of these transactions. Additionally, there have been multiple inconsistencies in the explanations provided by Chase regarding how the transactions were conducted : * I was initially told all transactions were made using a digital wallet * I was later informed that only one transaction involved a digital wallet, while the others were debit card transactions * I was told by one representative that the transactions were PIN-based * A different representative stated the transactions were completed using tap-to-pay and chip insert methods, without PIN entry These conflicting explanations raise serious concerns about the accuracy and reliability of Chases investigation and denial. I have also provided supporting documentation, including XXXX location timeline data, which shows my phone remained at the establishment during the timeframe of the transactions, while I was not present and did not authorize any purchases. I have filed a report with the FBIs Internet Crime Complaint Center ( IC3 ), and my submission ID is available upon request. These transactions are also inconsistent with my normal spending behavior. I have never made purchases of this magnitude at a single establishment, particularly in a foreign location, which further indicates these transactions were unauthorized. Despite this, Chase denied my claim without issuing a provisional credit and has maintained that the transactions were authorized. Based on the lack of possession of my card and phone, the absence of fraud alerts, and the inconsistent and contradictory information provided by Chase, I believe this claim was not properly investigated. I wish to clarify that in a previous CFPB complaint, I incorrectly characterized my possession status based on incomplete information. I stated my card was in my possession because I had recovered it, but this failed to accurately reflect the critical fact that both my phone and attached debit card were temporarily missing during the exact window when these transactions occurred. Additionally, my initial complaint was classified as digital wallet fraud because I was initially informed by Chase that all transactions were processed through a digital wallet. I have since learned that only one transaction involved digital wallet payment, while the majority were processed as debit card transactions ( tap-to-pay and chip insert ). This misclassification occurred because Chase provided me with inconsistent information about the transaction methods. I am requesting that Chase : 1. Reopen and properly investigate this claim 2. Provide a clear and consistent explanation of how the transactions were authenticated 3. Reimburse the unauthorized transactions in accordance with applicable consumer protection regulations

Company response to consumer: Closed with explanation