Consumer complaint received 2026-04-02 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: NY

Complaint narrative:
I am writing to formally request reconsideration of the denial of my fraud claim and the reversal of the provisional credit related to unauthorized transactions totaling {$4300.00} following the theft of my phone on XX/XX/year>. These transactions were not authorized by me and occurred after my phone was stolen. The device used to initiate the transactions was compromised, and any activity originating from that device was not conducted with my knowledge or consent. The transactions were executed via a remittance service that I have previously used for legitimate transfers ( e.g., to my mother in XXXX ). However, these {$4300.00} funds were sent to unknown third parties in XXXX whereas I have no connection to XXXX whatsoever. I did not initiate, approve, or benefit from these transfers in any way. I reported the incident promptly upon discovery and have since taken appropriate steps, including filing a police report and contacting the remittance service immediately to close the account. Under the Electronic Fund Transfer Act ( Regulation E ), unauthorized electronic fund transfers include those made without the consumers knowledge or consent, including transactions initiated using a stolen or compromised device. The fact that a transaction may have originated from a previously authenticated device does not constitute authorization when that device was stolen. I reported these unauthorized transactions promptly on XX/XX/year>, XXXX day after my phone was stolen on XX/XX/year>, as confirmed by Chases records ( Exhibit D ). Under the Electronic Fund Transfer Act ( Regulation E ), timely reporting limits consumer liability for unauthorized electronic fund transfers. Given the above, I respectfully request that this claim be reopened and that the provisional credit be reinstated pending a full and proper review and the charges be Timeline of Events XX/XX/year>, Approximately XXXX XXXX Phone stolen XX/XX/year>, XXXX XXXX Unauthorized transactions initiated via XXXX XXXX ( multiple attempts ; account subsequently blocked by Chase due to suspicious activity ) XX/XX/year>, XXXX XXXX Fraud discovered XX/XX/year>, XXXX XXXX Reported to JPMorgan Chase immediately XX/XX/year>, XXXX XXXX Police report filed after work Supporting documents : Exhibit A Police Report documenting theft of phone and unauthorized transactions Exhibit B TapTap Send transaction confirmation emails Exhibit C TapTap Send account closure and correspondence Exhibit D Proof of stolen phone ( device marked as lost and replacement purchase ) Exhibit E Chase documentation confirming fraud report date ( XX/XX/year> ) I am prepared to provide any additional documentation required and would appreciate confirmation that this submission will be reviewed as part of a formal reconsideration of my claim. I can also provide contact information for the investigating officer assigned to my case, who is available to verify the reported theft if needed.

Company response to consumer: Closed with explanation