Consumer complaint received 2026-05-21 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I am submitting this formal complaint regarding the denial of my fraud claim involving unauthorized ATM withdrawals from both my checking and savings accounts. I respectfully request a full reinvestigation under Regulation XXXX for unauthorized electronic fund transfers. Prior to the disputed transactions, I was contacted by Chase Bank regarding suspicious activity on my account involving transactions occurring in another state. I confirmed that these transactions were not authorized. As a result : My debit card was canceled by Chase Bank. A replacement debit card was issued. However, I never received or activated the replacement card. Shortly after the initial fraud report and card replacement process, multiple ATM withdrawals began occurring in XXXX, Illinois. These transactions include : Multiple withdrawals of {$200.00} increments XXXX withdrawal of {$80.00} Withdrawals from both checking and savings accounts Transactions occurring in a short and repeated pattern. The total amount that was taken out of my accounts is {$7300.00}. I did not authorize any of these transactions. I have proved Chase Bank with evidence that I was at work during these transactions, other proof that I was not in the area, and a police report. The reference number to the claim is # XXXX Chase Bank denied my claim and stated that : XXXX replacement card was delivered to my address on file. The ATM withdrawals were completed using my debit card and correct PIN. The card was activated via ATM. Therefore, the transactions are considered authorized. Chase also reversed a previously issued provisional credit. I strongly dispute the conclusion that these transactions were authorized for the following reasons : I never received or activated the replacement debit card. I did not conduct or authorize any ATM withdrawals. There was already a prior fraud report on the account before these transactions occurred. The withdrawals followed a consistent fraud pattern typical of unauthorized ATM activity. The bank did not send an email or text that stated if it was me taking out the money. The bank has not provided sufficient evidence beyond card and PIN usage to establish authorization. No verified explanation has been provided regarding how the card or PIN was accessed or compromised. I was not aware that this money was being taken out of my account. Under Regulation XXXX, the use of a card and PIN alone does not conclusively establish that the account holder authorized the transactions. I request the following : Full documentation supporting the denial decision Detailed records of ATM withdrawals including : Location and timestamps Device and terminal identifiers Documentation of how the replacement card was activated Evidence regarding PIN verification method used Preservation and review of ATM surveillance footage for all disputed transactions I respectfully request : Full reimbursement of all unauthorized withdrawals from both checking and savings accounts Restoration of any reversed provisional credit A complete and transparent investigation consistent with Regulation XXXX requirements I am filing this complaint in good faith based on unauthorized access to my accounts and believe that the initial investigation did not fully address the circumstances of fraud, particularly given that my replacement card was never received or activated by me. I request fair reconsideration of this case with proper review of all available evidence.

Company response to consumer: Closed with explanation