Consumer complaint received 2026-03-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: TN

Complaint narrative:
On Monday, XXXX XXXX we noted, through online access, multiple transactions ( XXXX ) in our checking account which we had not initiated or authorized. The account had XXXX XXXX linked to our saving account. Chase had also transferred the entire balance of that account to our checking account. The checking account was overdrawn by over {$11000.00}. We contacted Chase Customer Service and reported fraudulent transactions and we were told a dispute claim was entered. The debit card associated with that account was also locked online. We were informed that a letter would be emailed and it would need to be completed, signed and returned. That email was never received. Later that evening our online account no longer listed the disputed transactions, but the account balance for both accounts was XXXX ( XXXX ), no money had been returned. At XXXX on the XXXX the account had several ( XXXX ) new charges and still no balance. At XXXX we again contacted XXXX Customer Service and reported the new charges and requested that the account be frozen. A dispute claim was filed for the XXXX ( XXXX ) new charges. At XXXX a check of the account online showed that all the previous charges from the day before had been posted again. I also could not find the claim from the previous day, just the claim from earlier that morning. I called Chase Customer Service again and spoke with XXXX in the XXXX department. He took a report and confirmed that no claim dispute was listed for the XXXX with those first XXXX transactions. He then transferred me to the claims department where I spoke with XXXX who entered a dispute claim on all XXXX of the previously reported transactions. I was then able to download the letter that we were previously asked to complete. It was completed and uploaded for both claims filed that day. XXXX also scheduled an in-person appointment with XXXX XXXX XXXX XXXX XXXX XXXX XXXX TN location at XXXX CT that afternoon. At that appointment the account was placed as compromised/closed status and a new account was opened. XXXX XXXX also contacted the claims department to verify all charges had a dispute claim entered. XXXX XXXX assured us that our money would be returned to the new checking account and savings account in XXXX days. She could not tell us how the account was compromised or accessed. Was the ATM card compromised or did they get online access. Later that afternoon XXXX also called in a report to IdentityTheft.gov reference number XXXX. On the XXXX we received XXXX ( XXXX ) emails from Chase referencing letters that were available online. We were able to sign in to our account but most of the site was not functioning, and we were not able to view the letters or the claims. XXXX was attempted multiple times throughout the day. On the XXXX we were able to access the account from Chase online app. and received XXXX letters regarding the claims. Still no money has been returned to the accounts. XXXX XXXX TN XXXX Department was contacted the fraudulent charges were reported to Deputy XXXX XXXX, report number XXXX. Sheriff XXXX XXXX XXXX followed up later that day via phone to collect additional information. I was encouraged to file a report with the Consumer Financial Protection Bureau, XXXX XXXX XXXX XXXX, and Federal Trade Commission. XXXX currently completing those reports. As of Monday, XX/XX/year>, no money has been returned to the accounts.

Company response to consumer: Closed with explanation