Consumer complaint received 2026-05-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: WI

Complaint narrative:
This complaint is based on new developments after Chases prior CFPB response regarding my earlier complaint, CFPB complaint number XXXX, submitted on XX/XX/year>. Chase Executive Office has now issued a written denial of the remaining {$3700.00} claim, and Chase still has not provided the records and documentation relied upon in denying that claim. I am submitting this complaint because JPMorgan Chase denied my claim for unauthorized electronic fund transfers after my phone was lost or stolen, and Chase still has not provided the investigative documentation, records relied upon, or electronic audit trail needed to explain that denial. On XX/XX/year>, my XXXX was lost or stolen. The device was protected by a passcode and XXXX XXXX Shortly afterward, unauthorized activity occurred involving my financial accounts. On XX/XX/XXXX and XXXX, 2026, unauthorized XXXX debits totaling {$16000.00} were initiated from my JPMorgan Chase checking account ending in XXXX to XXXX. I did not authorize these transactions, did not initiate them, and received no goods, services, or benefit from them. I discovered the activity on XX/XX/year>, and reported it to Chase on XX/XX/year>. I filed a police report on XX/XX/year>, filed an FTC Identity Theft Report, and took steps to secure my accounts and credit profile after discovering the unauthorized activity. This same broader identity-theft episode also involved XXXX / XXXX XXXX. Separate attempted ACH transfers totaling {$4200.00} were tied to that activity, but those transfers did not settle and the funds never left my account. Even so, the amount was referred to XXXX for collection. I disputed that debt, and XXXX later confirmed in writing that the debt was forgiven, collection had ceased, and nothing had been or would be reported to any credit reporting agency. XXXX separately returned {$12000.00} of the unauthorized withdrawals. After that partial recovery, the remaining unreimbursed loss was {$3700.00}. Chase received my supporting documentation, including the police report, FTC Identity Theft Report, replacement-phone receipt, and XXXX reimbursement check. Chase later confirmed in writing that it had reviewed those materials as part of its reconsideration of my claim. Despite that, Chase denied reimbursement of the remaining {$3700.00}. Chase stated only that it did not find evidence to support reimbursement and directed me to continue working directly with the merchant because the merchant initiated the transactions. That was not a real solution. Chase knew or should have known that sending me back to XXXX was a dead end, because XXXX had already returned only {$12000.00}, stated that the remaining funds were played through, and later repeated that it would not refund any further balance and considered the matter closed. My representative and I repeatedly asked Chase to identify the exact factual basis for its conclusion, to state whether Chase contends the disputed transfers were authorized, and to provide the specific records, materials, and information Chase relied on in denying reimbursement, including XXXX authorization records, merchant records, prior transaction history, device information, login information, and any other evidence. We also asked Chase to preserve and provide its claim-review materials and related records. Chase still has not provided that documentation. This is especially troubling because the related XXXX XXXX XXXX XXXX matter arising from the same broader fraudulent episode was resolved in my favor as fraud / account takeover, with all related debts forgiven, collection ended, and no credit reporting. That outcome is consistent with my position that unauthorized activity occurred after my phone was lost or stolen. XXXX Requested : XXXX. Reimburse the remaining {$3700.00} from the unauthorized XXXX transfers. XXXX. Provide the complete investigative file for Chases denial, including all documents, records, internal notes, merchant communications, and the electronic audit trail or equivalent materials relied upon in reaching its decision. XXXX. Explain in writing the exact factual basis for Chases conclusion that these disputed transfers were authorized or otherwise properly chargeable to me. XXXX. Confirm whether Chase contends these transfers were authorized by me and, if so, identify the specific evidence supporting that contention.

Company response to consumer: Closed with explanation