Consumer complaint received 2025-08-30 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: CA

Complaint narrative:
On XX/XX/XXXX, I discovered a long-term series of fraudulent, recurring ACH debits originating from a " XXXX XXXX XXXX source on my Chase Total Checking account ( ending in XXXX ). After confirming with XXXX that the vast majority of these charges were not connected to any account in my name, I realized they were fraudulent transactions dating back over two years. 

That same day, I contacted Chase to report the fraud and closed the compromised account at my local branch. Initially, Chase provided a provisional credit for XXXX of these charges, totaling {$3900.00} Crucially, this initial credit did not include any of the charges that were within the 60-day window demonstrating 1 ). The bank 's initial ability to reverse older transactions 2 ). The lack of systematic handling of these chargebacks. I was told the process of being reimbursed for the remaining fraudulent charges would begin shortly. 

However, since that initial action, Chase has systematically failed to resolve this issue. Their handling of my claim has been defined by gross negligence and contradictory communication, prompting this formal complaint. My un-reimbursed losses from this fraud total {$17000.00}.

Chase 's failures can be summarized in four key areas : 1. Grossly Inconsistent and Misleading Communication : I have been given at least four different and conflicting dispute windows by Chase personnel. I was told verbally by one representative that the window was two years ; a branch employee said it was from the beginning of XXXX ; a formal letter incorrectly cited a 30-day " Business Account '' policy for my consumer account ; and finally, a phone representative insisted on a strict 60-day rule. When I called the number on the denial letter to ask for clarification, the representative was evasive, ignored my direct questions, and then deflected by stating the issue was under a " legal investigation '' before telling me to go back to my local branch. 

2. Incorrect Application of Rules & Reversal of a Valid Credit : After initially crediting my account for charges beyond the 60-day mark, Chase later clawed back the credit for those same charges, citing the 60-day rule they had just ignored. They also failed to chargeback the charges within 60 days. This action is illogical and deeply concerning. If the 60-day policy were absolute, the system should not have allowed the initial reversal. The system should have also picked up the charges within 60 days. By taking back this credit, Chase effectively returned properly recovered funds to the fraudster and failed to reimburse me for the charges within its stated policy.

3. Failure to Detect Obvious, Long-Term Fraud : The fraudulent charges were not random- they were a clear pattern of multiple, similarly-described debits occurring nearly every month. The repeating nature, frequency, and descriptions of these debits constitute an obvious pattern of fraud that any reasonable fraud detection system should have flagged long ago. Chase 's failure to provide a single alert about this suspicious activity is a profound lapse in their duty to protect customer accounts.

4. Failure to Utilize Inter-Bank Recovery Rules ( XXXX ) : As these were consumer ACH debits, Chase has the right under XXXX operating rules to reclaim unauthorized funds from the originating bank for a period of up to two years. The bank has failed to exercise this right on my behalf, choosing instead to place the full financial burden of the fraud squarely on me, their customer. 

This experience has completely eroded my trust in Chase 's ability to handle this case fairly. Their inconsistent policies and evasive customer service have made a direct resolution impossible. I am requesting the CFPB 's intervention to compel Chase to reimburse me for the full remaining amount of the fraudulent charges totaling {$17000.00}, based on their failure to provide adequate security, their mishandling of my claim, and their failure to use the industry tools available to them to recover my stolen money.

Company response to consumer: Closed with explanation