Consumer complaint received 2025-11-25 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: TX

Complaint narrative:
b'I am writing to file a complaint against Chase for failing to properly investigate unauthorized transactions on my checking account number XXXX  and business account number XXXX.\nOn XXXX  I discovered approximately  $ XXXX on checking account and $XXXX  on business account in multiple unauthorized transactions  from various online merchants and some other local merchants I  had no business  with . For example , transactions from the XXXX, XXXX XXXX , XXXX, XXXX,  XXXX XXXX, XXXX,  XXXX, XXXX, XXXX, XXXX  , etc., \ntransactions from some local businesses : XXXX XXXX  located in XXXX  , TX , XXXX XXXX from XXXX, TX and in person purchases from XXXX  in XXXX, TX.\nAs soon as I noticed the issue, I contacted Chase on several occasions , on XXXX , XXXX XXXX   and XXXX to report the fraud. I was assigned a case numbers  and provided all necessary details such as police report number and the name of alleged perpetrator who had access to my house and stole my  debit card info and used my debit card for in person purchases. However, the bank has :\n1) Failed to provide any updates on the investigation since XXXX and closed some of my claims on XXXX  and XXXX.\n2) Inappropriately denied my claims on XXXX, XXXX, XXXX  XXXX and XXXX stating  that I reported Unauthorized transactions beyond allowed 60 days period . However, when on XXXX , XXXX, XXXX and XXXX I reported fraud to bank I stated the reasons for reporting late. I have explained that  in XXXX   of XXXX  I became extremely ill and was hospitalized due to XXXX XXXX. That since XXXX XXXX I was XXXX, that since then  till present time I am  still experiencing some physical and XXXX  limitations and I am bedridden. When I filed claims I was not notified by claims rep, that under EFTA I can exercise exception to 60 day liability rule due extenuating circumstances such as  severe illnesses which prevented me from filing claims in a timely manner.\n3)  the investigation was rushed and lacked a thorough review of the evidence, especially considering this appears to be identity theft case.\n4) Taken an unreasonably short time to investigate, as the case is listed as "closed" just after 3 days of so called investigation. \n5). Failed to apply exception to 60 days liability rule , due to extenuating circumstances . EFTA $ 1005.6(4)    states : \n(4) Extension of time limits. If the consumer\'s delay in notifying the financial institution was due to extenuating circumstances, the institution shall extend the times specified above to a reasonable period under the customers factual circumstances.\n When i filed claims i stated the reason why i file late .I told that charges were caused by person who had access to my  house and stole my debit card info and apparently used my debit card for in person purchases. I also told that the delay in reporting the charges occurred because I was dealing with serious personal medical emergencies which prevented me from filing during the time the charges were posted. Once I somewhat  recovered and reviewed my bank statements, I immediately contacted Chase to dispute the transactions. I escalated the issue through customer service and multiple upper departments, on XXXX I provided the police report number and the name of detective handling investigation.but was told no exception could be made based on timing. I have explained the nature of my situation and asked Chase to reconsider its denial.  However , they refused to reopen claims.  When on XXXX I spoke to fraud department rep, they inform me that reason of denial is that I manipulated Chase\'s system for obtaining provisional credits for my accounts. I consider the rep statement as humiliating and disrespectful towards myself who is dealing with significant monetary losses due to fraud and identity theft. \nI am requesting CFBP to encourage Chase to : Reopen the fraud disputes of the closed claims  based on medical hardship which  caused  delay in reporting fraud within statutory period.. I just need help resolving this matter fairly and  compassionately.\nThere are numerous fraudulent transactions on both of my  accounts , business account and personal checking account, some of which were assigned  claim numbers and some of which were not .\n There are 114 fraudulent transactions made with my debit card XXXX  and another 7 transactions made with my debit card XXXX. Upon discovering additional fraudulent transactions I called to bank but claims rep refused to take my information which prevented me from filing  another claims .\nThe law places certain responsibilities on the financial institution in investigating consumers claims of a fraudulent transaction, and it cant just get away with a cursory review. Instead, it has to perform a reasonable dispute investigation. For instance, a reasonable investigation into this sort of dispute could involve the following: \n\nComparing the purchasing pattern for the claim, such as types and amounts of purchases, with the consumers previous purchases\nReviewing the place of delivery relative to the consumers home or business address\nConsidering where the purchases were made relative to the consumers address and typical shopping venues\nComparing the signature on any purchase receipts with the consumers signature\nAsking for documentation to help verify the claim\nAsking for a written, signed statement about the fraudulent transaction\nAsking for a copy of any police report about the unauthorized transaction one may have filed\nRequesting input on the person who allegedly committed the fraud or their authority to make use of my  card.\n\nOn XXXX someone XXXX XXXX requested via phone a replacement of my debit card . She provided Chase with my name and SS#. Since she had access to my residence on a frequent basis she was able to receive the card and used it without my consent.\nChase  may compare pattern of the purchases before XXXX  and right after . Before XXXX  there were no online purchases whatsoever, nor there were any single purchase over $XXXX. For example some company XXXX XXXX charged my XXXX  and XXXX  debit cards on four separate occasions for the amounts of $XXXX  , $XXXX, $XXXX and $XXXX  which are fraudulent transactions. Additionally, I have never had accounts with any above stated online merchants. But XXXX  who was using my debit card has many active online accounts with various online merchants which she opened under her name , phone number XXXX and email addresses ( XXXX and XXXX ) but she was using  my debit card XXXX  as a method of payment.\n\nI kindly request CFBP that it encouraged Chase to  reopen closed claims based on exception to 60 days liability rule.\nEFTA $ 1005.6(4)    states : \n(4) Extension of time limits. If the consumer\'s delay in notifying the financial institution was due to extenuating circumstances, the institution shall extend the times specified above to a reasonable period under factual circumstances of customer.\nI have attached copy of police report and screenshots of XXXX  responses about fraudulent transactions. They sent me copies of three orders. On the face of orders there is an order number , description of ordered items , dollar amount which correlates to fraudulent transactions, last four digits of my debit card and statement that " all three orders were delivered to address" of XXXX  account holder , someone XXXX XXXX who resides in XXXX  TX.\nThe transactions which are Unauthorized are totaling approximately $ XXXX on card XXXX  and $XXXX on card XXXX.\nThe description of transactions are listed below :\n----------------card XXXX  ---------------------\n-----XXXX-----\n1. XXXX Card Replacement Fee -XXXX\n2.  XXXX Card Purchase XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX\n3.    XXXX Card Purchase With Pin XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX\n4.    XXXX Card Purchase With Pin XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX\n5.    XXXX  Card Purchase XXXX XXXX XXXX XXXX XXXX XXXX.  XXXX XXXX\n6...XXXX Card Purchase With Pin XXXX XXXX XXXX XXXX CA Card XXXX XXXX \n6A.  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Company response to consumer: Closed with monetary relief