Consumer complaint received 2025-06-18 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: TX

Complaint narrative:
So my debit card with chase was lost/stolen around XX/XX/XXXX and I filed a claim with Chase fraud department , I explained I didnt know where I lost it and while I have some theories and ideas I couldnt be XXXX XXXX sure but I was sure someone must have saw me use XXXX of my debit cards and saw me enter the pin when I dropped the chase debit card as they said they had access via the pin. They at first gave me temporary credits then reversed the credits on the basis that the pin was never entered incorrectly so according to them it couldnt be fraud. I explained to them if they got access to my pin then clearly there would be no reason for them to put in the pin incorrectly and that alone doesn't indicate an authorized transaction. Chase continues to give me the run around with that same lack luster reasoning of your pin was never entered incorrectly so we have no to believe it was fraud ; according to their frauds department manager verbatim! Whats even more frustrating is that when I asked how I could prove this transaction wasnt me and what would be the type of evidence Chase would request from me ; Chase continued to give me the run around and told me they dont know what would be considered sufficient evidence nor an example of what could be sent. I asked them if I should go to each XXXX of these stores/transactions and see if I can get access to cameras or something of who used the card and Chase said we cant answer that question ( even me attempting to complete their investigations for them and they still clearly didnt want to investigate nor have me investigate ). I asked multiple people from supervisors to managers what evidence I could send and to whom and no attempted to help me. 

It is quite clear to me Chase is not even attempting to fulfill their legal obligation to investigate these claims. When I even mentioned the law protecting me under XXXX  XXXX chase told me that is not part of their XXXX-liability policy clearly showing JP Morgan believes they are above the Regulations and get to enforce their own policies in direct violation of the FDIC and Consumer Financial Protection Bureau XXXX 
Not to mention whatever investigation was done without any intent to come to a true conclusion and are attempting to give nothing more than plausible deniability from the Banks perspective. I reported the fraudulent transactions almost immediately ( reported same day as most of the transactions ) and didnt willingly or negligently give out my pin to anyone or leave it written down ( nor any other type of security breaches on my end ) and Under XXXX XXXX Im entitled to at the very least a fair investigation. The investigation was not marked as alleged nor was I given a fair opportunity to support my claims with any form of evidence ( even offered to provide my biometric scanner information at work to show I was not at any of these locations at the time of the transactions ). They simply closed the claim as is, and told me I cant reopen the claim as they were clearly attempting to make it increasingly difficult to progress with the claim and any investigations on either my end or theirs. 

Under XXXX XXXX  Consumer negligence, Negligence by the consumer can not be used as the basis for imposing greater liability than is permissible under XXXX XXXX  Thus, consumer behavior that may constitute negligence under state law, such as writing the PIN on a debit card or on a piece of paper kept with the card, does not affect the consumer 's liability for unauthorized transfers. 
No where in XXXX XXXX does it say because my pin was used correctly with no denied attempts that I am liable for these transactions. Chase never even gave me any notifications or fraud alerts for these transactions even though I am set up for these notifications. It is rather upsetting because if I do any large transactions on my own certified mobiles device I constantly have to authorize transactions and reply to fraud alerts. 

Under XXXX XXXX I have met all my legal obligations for reporting the transactions and limiting my liability in attempt to obtain a fair investigation and But clearly Chase themselves were negligent in both their investigation and their attempts to protect my account from fraudulent transactions and are attempting to throw the liability all on me, the Consumer, in direct violations of XXXX XXXX and the FDIC. Even though I was clearly not negligent in any capacity ( and even if i was XXXX XXXX limits my liability ) Chase is still attempting to throw all liability on the consumer with neither a fair investigation nor following any of the legal procedures of the Electronic Fund Transfer Act ( XXXX ). All under the basis of the utterly unjust and completely Illicit/ legally lacking reasoning of the pin was never denied nor entered incorrectly so the consumer must have gave access as told to me by fraud department managers verbatim, without any attempt to neither investigate or help me validate these transactions were not me.

Company response to consumer: Closed with explanation