Consumer complaint received 2025-09-29 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: GA

Complaint narrative:
I am filing this formal complaint because Chase Bank has failed to properly investigate an unauthorized electronic fund transfer ( EFT ) claim, violating Regulation XXXX ( XXXX CFR Part XXXX ) and their own XXXX Liability Policy. The fraudulent activity occurred between XX/XX/XXXX and XX/XX/year>. The total disputed amount is approximately {$1600.00}. {$380.00} was credited to my account while {$1300.00} was not credited to my account and as I stated I was in the hospital the entire time I did not authorize any of this. It also doesnt make sense that {$380.00} of the transactions occurring in the same day were credited while others were not. I XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  as I mentioned this is my federal student loan money and I need to purchase my textbooks. 
XXXX XXXX XXXX : My debit card was stolen. During the entire period the fraudulent, PIN-based transactions occurred, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX confirming my physical inability to perform or authorize any of these transactions. 
Initial Misreporting : When I made the initial report, the Chase representative falsely documented that my card " was not stolen and still was in my possession, '' which created a fatal flaw in the investigation from the start. 
Chase Banks Unlawful Refusal to Investigate The banks response has been arbitrary, inconsistent, and demonstrates a systemic failure to adhere to its legal and contractual obligations : 1. Violation of Regulation E and Zero Liability : Chase representatives are uniformly denying my claim based solely on the use of a PIN, stating this proves authorization. This is an incorrect and unlawful interpretation. The use of a PIN does not supersede the physical, documented impossibility of my having used the card. The Banks Zero Liability Policy promises I will not be held responsible for unauthorized charges, yet Chase refuses to honor this policy or the requirements of Regulation E ( 12 CFR Part 1005 ), which requires a full and good-faith investigation into all facts.2. Obstruction by Escalation : When speaking to an escalation representative on I was explicitly told they would not reopen my claim. They demanded " more hospital records, '' despite my providing sufficient discharge papers. I informed the representative that requesting records beyond this, which are XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX privacy concern and an undue burden, suggesting a deliberate attempt to stonewall the claim. 
XXXX. Inconsistent Approvals : Chase inconsistently approved a few non-PIN-based fraudulent transactions from the same theft incident while refusing to cover the PIN-based ones, confirming the transactions were, in fact, part of a fraud scheme.

Demand for Fair Treatment and Due Process I feel discriminated against and am being treated like a criminal by Chase Bank when I am the documented victim of theft while XXXX. Chase is illegally withholding my XXXX XXXX XXXX money by refusing to honor its own XXXX liability promise or follow federal rules.

Company response to consumer: Closed with explanation