Consumer complaint received 2025-09-19 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.

Complaint narrative:
On XX/XX/year>, I discovered that my Chase checking account had been subjected to nearly 100 unauthorized ACH withdrawals, all within the month of XXXX, totaling over {$20000.00} USD. Each transaction was directed to the same unknown company, and I never authorized any of them. 

I immediately called XXXX customer service line and was transferred to the fraud department, where I formally filed a claim. During this phone call, I explicitly stated that my claim was for the unauthorized transactions that occurred in XXXX. I also mentioned that there might have been similar small transactions in XXXX and XXXX, but I was uncertain about their legitimacy and chose not to claim them. 

However, the Chase fraud representative encouraged me to include the earlier transactions anyway, saying it could help with the investigation. At the same time, he clearly stated that, according to Chases policy, the bank would only reimburse unauthorized transactions within 30 days of the report datein my case, between XX/XX/XXXX and XXXX XXXX that including earlier dates would not affect my eligibility for reimbursement of XXXX losses. Based on this explanation, I agreed and submitted the report as suggested. 

I also took immediate follow-up action : after finishing the phone call, I submitted my XXXX bank statement through Chases secure messaging system on XX/XX/XXXX, in order to avoid any misunderstanding. I continued to message and call Chase multiple times after that to check the status of my claim. In every conversation, I reiterated that my claim was for the XXXX transactions, which were clearly unauthorized. All my communications are recorded in the Chase apps secure message history, and each phone call began with a statement that the call would be recorded, so I believe Chase can easily verify what was said. 

To my shock, on XX/XX/XXXX, I was informed for the first time that my claim was deniedon the grounds that the earliest transaction date I reported was in XXXX, which allegedly put me outside the XXXX reporting window. I find this unacceptable and misleading : 1. I was clearly misled by XXXX XXXX department representative. 

I was told that only transactions within 30 days of reporting would be eligible for reimbursement. I relied on this information and clearly stated my focus was on the XXXX transactions. Including XXXX was suggested as a supporting detail, not a formal reimbursement request. If Chase had this 30-day policy, why would they spend two full weeks investigating a claim they already knew wouldnt qualify? Why wasnt I told from the beginning that this inclusion would disqualify my entire claim? 

This is either a serious internal miscommunication or a failure in employee training, and I, as the customer, should not bear the cost of that mistake. I trust Chase has recordings of the XX/XX/XXXX phone call, which will prove that I clearly communicated my intent to claim only XXXX losses. 



2. I consistently communicated that my claim was for XXXX transactions. 

From the moment I filed the claim, through multiple follow-up messages and phone calls, my intent was always to recover the unauthorized XXXX transactions. I even submitted my XXXX statement on the same day ( XX/XX/XXXX ) via secure message, specifically to clarify and support my claim. Chase never once told me that my claim would be denied due to including earlier datesuntil the denial was issued on XX/XX/XXXX. This is a failure of transparency and fair process. 



3. These were clearly unauthorized transactions. 

The total amount of unauthorized transactions in XXXX alone exceeds {$20000.00}, consisting of nearly 100 small ACH withdrawals. I never recognized or authorized any of them. These were clear cases of fraudulent activity, and they deviated sharply from my usual banking behavior. 



4. Chase failed to detect or prevent obvious fraudulent behavior. 

My account typically has fewer than 5 transactions per month. In XXXX, there was a sudden burst of over 100 micro-transactions, yet Chase did not flag this or notify me. Even worse, the withdrawals continued after my account balance hit {$0.00}, ultimately bringing it to - {$20000.00}. Even after I requested a freeze, Chase continued to allow ACH withdrawals until my account reached XXXX USD. This indicates a critical failure in Chases fraud detection systems, and I should not be punished for it. 



5. The 30-day policy is unreasonable and unfairly applied. 

Chase claims that I failed to report the fraud in time, yet there is no policy requiring customers to check their accounts daily or monthly. Upon discovering the fraud, I acted immediately. Chase can not reasonably expect every customer to detect and report complex fraud the moment it happens, especially when their own systems failed to alert me. 



6. This experience has caused me severe emotional and physical stress. 

I am currently in the late stages of XXXX and have experienced heightened stress and XXXX  due to this situation. I am physically unable to visit a branch, and Chases lack of support has seriously impacted my well-being. Instead of helping me resolve an obvious case of fraud, Chase has responded with cold bureaucracy and deflection. 



My request : I respectfully request that Chase re-open my case and issue full reimbursement for the unauthorized XXXX transactions, which were reported within the required 30-day window and supported with all relevant documentation. I have acted in good faith at every stage and expect the same from my financial institution.

Company response to consumer: Closed with explanation