Consumer complaint received 2026-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: AL

Complaint narrative:
* * A Congressional Complaint has/will be submitted by US Congressman XXXX XXXX XXXX XXXX * XXXX CFPB CONSUMER COMPLAINT Consumer : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Alabama XXXX XXXX : JPMorgan Chase Bank , N.A. PRODUCT Checking Account / Electronic Fund Transfers / Fraud Investigation / Claim Reversal COMPLAINT I opened a Chase consumer checking account on XX/XX/year>. On or about XX/XX/year>, my mobile phone was lost and remained outside of my possession and control for approximately XXXX days. During that period, unauthorized XXXX XXXX transactions began occurring on my account. I immediately notified Chase and reported unauthorized outgoing transactions. Throughout the investigation, I repeatedly informed Chase that there was a critical distinction between : ( 1 ) unauthorized outgoing transfers that I did not authorize ; and ( 2 ) legitimate incoming deposits sent by my wife through XXXX XXXX. Despite repeatedly explaining this distinction, Chase processed claims in a manner that resulted in legitimate deposits being classified as unauthorized merchant credits and removed from my account. This complaint concerns Chases handling of unauthorized electronic fund transfer claims and Chases apparent misclassification of transactions during its fraud investigation. I repeatedly reported unauthorized outgoing Cash App transactions while simultaneously informing Chase that incoming deposits from my wife were legitimate and authorized. Despite these repeated explanations, Chase classified legitimate deposits as unauthorized merchant credits, reversed those funds, and later informed me that the money had been returned to XXXX XXXX. XXXX representatives subsequently relied upon questionnaire responses and internal claim determinations that I dispute and have never agreed with. I have repeatedly requested the evidence, investigative records, and documentation supporting Chases determinations, including documentation showing where the reversed funds were sent, but Chase has not provided the records requested. Recorded call transcripts, claim records, correspondence, and XXXX XXXX communications raise serious questions regarding the accuracy of Chases claim classifications, investigative findings, and representations concerning the location of the disputed funds. The account involved was Chase checking account ending in XXXX. UNAUTHORIZED OUTGOING TRANSACTIONS REPORTED TO CHASE Among the transactions reported to Chase were : {$420.00} {$300.00} {$280.00} {$300.00} {$140.00} {$120.00} {$74.00} These transactions were reported as unauthorized outgoing activity. LEGITIMATE DEPOSITS REVERSED BY CHASE During Chases investigation, legitimate deposits sent by my wife were treated as unauthorized merchant credits and reversed. These included : {$720.00} {$830.00} The {$720.00} reversal was assigned Claim No. XXXX. During a recorded telephone call with XXXX XXXX XXXX Department, a Chase representative reviewed Claim No. XXXX and stated that Chase had classified the transaction as an unauthorized merchant credit. The representative further stated : We reversed it back to XXXX XXXX. The representative also stated : We cant reverse it. Its a final debit. I explained that the funds represented a legitimate deposit from my wife and should never have been disputed or removed. Despite that explanation, Chase maintained the reversal. In another recorded call, Chase representatives acknowledged that multiple reversals had been made on my account. Chase representatives also acknowledged that the {$720.00} and {$830.00} deposits had been processed as unauthorized merchant credits and reversed. ACCOUNT OVERDRAFT AND FINANCIAL HARDSHIP As a result of these reversals, my account became overdrawn. The account reflected an overdraft balance exceeding {$1000.00}. I lost access to funds needed to support my family. I have three minor children. As a result of Chases actions : Utilities were disconnected or threatened with disconnection. Bills became delinquent. My credit score substantially declined. I was unable to access money needed for daily living expenses. My family experienced severe financial hardship. DOCUMENTATION PROVIDED TO CHASE I repeatedly cooperated with Chases investigation and supplied extensive documentation including : Sworn affidavit. Police report. Transaction records. Screenshots. Supporting correspondence. Additional evidence requested by Chase. Chase representatives confirmed that these materials were received and visible within Chases system. CLAIMS REOPENED BY CHASE After reviewing my submissions, Chase reopened and reasserted previously denied claims. During a recorded call with Chase Claims XXXX XXXX, I was informed that : The claims had been reopened. The claims were entered for recovery review on XX/XX/year>. A three-to-five business day recovery process had begun. Chases records reflected approximately {$3200.00} expected to be returned to my account. XXXX further confirmed that my police report, affidavit, and supporting evidence were visible within Chases system. REQUESTS FOR EVIDENCE AND INVESTIGATIVE FILES Throughout this process I repeatedly requested : 1. The evidence Chase relied upon to conclude that disputed transactions were authorized. 2. The evidence Chase relied upon to classify legitimate deposits as unauthorized merchant credits. 3. Documentation showing where reversed funds were sent. 4. Documentation showing how Chase determined I personally authorized disputed transactions. 5. Documentation showing the investigative basis for the denial of my claims. 6. Documentation showing the factual basis for reversing legitimate deposits. Chase has not provided the requested evidence. Instead, representatives repeatedly referenced system determinations and questionnaire responses while failing to identify evidence establishing that I personally authorized the disputed activity. MISSING FUNDS BETWEEN CHASE AND CASH APP After Chase informed me that funds had been returned to Cash App, I contacted Cash App. XXXX XXXX confirmed the existence of the underlying transactions. XXXX XXXX specifically confirmed transactions totaling : {$680.00} dated XX/XX/year> {$730.00} dated XX/XX/year> XXXX : {$1400.00} XXXX XXXX further advised that its payment processor confirmed the deposits had originally been sent successfully. XXXX XXXX provided XXXX XXXX identifiers for tracing those transactions. Most importantly, XXXX XXXX advised that no refund corresponding to those transactions was visible within Cash Apps system. As of my communications with XXXX XXXX : Chase stated the funds were returned to XXXX XXXX. XXXX XXXX stated no corresponding refund had been received. As a consumer, I have been left between XXXX large financial institutions while neither institution has identified the current location of the funds. CORE ISSUE The central issue is straightforward. I reported unauthorized outgoing transactions. I repeatedly informed Chase that incoming deposits from my wife were legitimate. Chase nevertheless reversed legitimate deposits, informed me that the funds were returned to XXXX XXXX, later reopened the claims after receiving extensive documentation, and referenced approximately {$3200.00} expected to be returned. At the same time, XXXX XXXX advised that no corresponding refund was visible in its system for the transactions Chase represented had been returned. Submitted by : XXXX XXXX XXXX XXXX, Alabama

Company response to consumer: Closed with explanation