Consumer complaint received 2026-04-23 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: FL

Complaint narrative:
Two unauthorized XXXX XXXX ACH debit transactions, each in the amount of {$1200.00}, were processed on my Chase account in XX/XX/year>. I did not authorize either transaction and received no benefit from them. The transactions are as follows : XXXX XXXX {$1200.00} Transaction date : XX/XX/year> WEB ID XXXX XXXX XXXX {$1200.00} Transaction date : XX/XX/year> WEB ID XXXX I timely reported both transactions to Chase as unauthorized. Chase opened claims for both transactions and initially issued provisional credit for both, confirming that Chase recognized both transactions as disputed and under investigation. Chase later reversed the provisional credit for one transaction, leaving one unauthorized ACH debit unreimbursed on my account. Chase asserted that it relied on a letter from the merchant claiming a refund was issued ; however, only one refund actually posted to my Chase account. No refund corresponding to the second transaction ever posted. Despite the fact that one unauthorized transaction remained debited, Chase closed both claims and treated the matter as resolved. Chase has not provided a proper written determination explaining why the remaining transaction was deemed authorized or why the provisional credit was reversed, nor has it provided evidence that the funds were returned to my account. Under the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 C.F.R. Part 1005 ), Chase is required to conduct a goodfaith investigation and correct each unauthorized electronic fund transfer. Provisional credit may not be reversed unless the bank determines, based on evidence, that no error occurred. Closing both claims while one unauthorized transaction remains unreimbursed, and shifting responsibility to the merchant, violates Chases obligations under Regulation E. After I reported both unauthorized transactions, Chase repeatedly required me to complete and resubmit the same Disputed Transaction ( s ) Questionnaire dated XX/XX/year> ( Claim No. XXXX ). Chase instructed me to upload, fax, or mail the form and warned that failure to do so could result in denial or delay of provisional credit. I complied and submitted the completed questionnaire identifying the unauthorized ACH debit dated XX/XX/year>. Despite my compliance and submission of documentary proof, Chase continued to require repeated submissions of the same information, failed to resolve the dispute, and ultimately reversed provisional credit and closed both claims. This occurred even after Chase customer service representatives acknowledged that an error had occurred and confirmed that provisional credit had initially been applied to both unauthorized transactions. Chase also directed me to contact the merchant directly and relied on a merchant letter claiming a refund, even though one unauthorized transaction was never credited back to my Chase account. Requiring repeated documentation, shifting responsibility to the merchant, and closing claims while an unauthorized electronic fund transfer remains unresolved is inconsistent with Chases duties under the EFTA and Regulation E. Chases failure to properly resolve this matter caused significant financial hardship. The unreimbursed unauthorized ACH debit removed my last paycheck, leaving me without funds for basic living expenses. I explicitly informed Chase of this hardship and the urgent financial impact while the dispute was pending. Despite being notified that the unresolved unauthorized transaction had exhausted my available funds, Chase failed to take corrective action, reversed provisional credit, and closed the claims, ignoring the financial harm caused by its failure to comply with its legal obligations.

Company response to consumer: Closed with explanation