Consumer complaint received 2026-03-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CO

Complaint narrative:
I am submitting this complaint regarding XXXX unauthorized ATM withdrawals totaling {$1000.00} from my checking account with JPMorgan Chase. On XX/XX/year>, XXXX withdrawals occurred from my account in XXXX, Colorado in the amounts of {$600.00} and {$400.00}. These transactions appear in my account as ATM withdrawals. The specific location associated with the transactions is XXXX XXXX XXXX XXXX, XXXX, CO XXXX. My debit card has remained in my possession at all times and has never been lost or stolen. I did not authorize these withdrawals and I was not present at the ATM when they occurred. I immediately contacted Chase to report the transactions as fraudulent and opened a fraud claim. During my conversations with Chases fraud department and escalation team supervisors, I was informed that the withdrawals were allegedly performed as contactless ATM withdrawals associated with Apple Pay. However, I do not use Apple Pay and I do not own an Apple device or iPad. I have never added my debit card to Apple Pay. When I asked Chase representatives for additional details regarding how the transaction was authenticated, I requested the following information : The ATM location where the withdrawals occurred Whether a physical debit card or digital wallet was used What device was used if the transaction was connected to Apple Pay What authentication method was used to authorize the withdrawal During my conversations with Chase representatives, I was informed that the ATM withdrawal was completed using a PIN. However, my debit card has remained in my possession at all times and has never been lost or stolen. Chase representatives were unable to explain how a contactless Apple Pay transaction could also involve a PIN-based ATM withdrawal, and they stated they could not identify the device used for the transaction. When I reviewed my Chase account profile myself, it clearly shows that only XXXX cellular device has ever been linked to my account, which is my XXXX device. There are no Apple devices associated with my account. I have included screenshots showing this information. Additionally, when reviewing the Linked Apps and Devices section of my Chase account profile, there are no Apple Pay linked applications associated with my account. I have also included screenshots confirming that Apple Pay does not appear as a connected service. Despite not being able to identify the device used for the transaction, explain how the withdrawal was authenticated, or provide confirmation of an Apple device associated with my account, Chase denied my fraud claim and stated they could not prove that the transactions were unauthorized. Chase representatives also stated they do not have access to ATM camera footage and advised that a police report would be required in order to request any footage from the ATM operator. Because my debit card has remained in my possession and I did not authorize these withdrawals, I believe this activity is fraudulent. Due to the seriousness of this situation, I filed a police report with the XXXX Police Department. Police Report Tracking Number : XXXX Report Date : XX/XX/year> at XXXX XX/XX/XXXXThe loss of {$1000.00} has caused financial hardship because these funds were intended for my mortgage payment.

Company response to consumer: Closed with monetary relief