Consumer complaint received 2025-03-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
Dear CFPB Representative, I am writing to formally lodge a complaint against Chase Bank regarding their handling of my fraud claim. I believe that Chase Bank has acted in bad faith, providing misleading information and unfairly denying my claim, which I believe is a violation of consumer protection laws. 

Recently, I submitted a claim for fraudulent transactions totaling {$3000.00} that were unauthorized and processed through XXXX XXXX. During multiple recorded calls, I was assured by Chase representatives that I would receive a provisional credit within two hours or up to two business days. However, despite their promises, my claim was ultimately denied based on an unjust and unreasonable rationale. 

Throughout the claims process, I explicitly informed Chase that I had used XXXX XXXX previously to add money to my account and send funds to family and friends. The fraudulent transactions in question were separate and unauthorized. Despite my transparency, Chase informed meonly at the time of denying my claimthat prior Cash App usage was the reason for denial. If this were truly a determining factor, I should have been informed at the outset rather than being misled with assurances of reimbursement. 

Furthermore, Chase Bank stated that because I did not dispute every single XXXX XXXX transaction, my claim was invalid. This reasoning is flawed, as legitimate and fraudulent transactions should be evaluated separately. I believe Chase Bank failed to conduct a proper investigation and instead relied on a baseless excuse to deny my claim. It is not a crime to use XXXX XXXX. If every customer who experienced fraud through XXXX XXXX was denied a claim simply because they had used the platform before, that would be a deeply flawed and unfair policy. 

I am formally requesting the following information from Chase Bank : All audio recordings and transcripts of my phone conversations related to this claim All documentation regarding the investigation of my claim A detailed explanation of the investigative process used, including whom Chase Bank contacted and what steps were taken A written response clarifying why my claim was denied, despite clear evidence of fraud I request that all documentation and records be provided to me within 10 business days or sooner. Given that Chase Bank was able to deny my claim so quickly, I expect that all necessary documents are readily available. 

Due to the misleading information and potential violations of consumer protection laws, I intend to escalate this matter by also filing complaints with the XXXX XXXX XXXX ( XXXX ) and the Office of the Attorney General. 

I urge the CFPB to investigate Chase Banks handling of fraud claims, as I believe their actions demonstrate a pattern of deceptive practices that harm consumers. 

Please let me know how I can proceed in seeking justice for this matter. Thank you for your time and consideration. I look forward to your prompt response.

Company response to consumer: Closed with explanation