Consumer complaint received 2025-12-29 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: MI

Complaint narrative:
On XXXX XXXX, XXXX, a former employee authorized 22 transactions via XXXX linked to my Chase bank account in the amount of {$3300.00}. I contacted the bank to submit a Fraud Claim and they informed me a temporary credit would be issued within 12 hours. I also contacted XXXX XXXX and filed a Claim there and contacted the local police department and filed a report with them. I also canceled all of my debit and credit cards. No temporary credit was issued - I called XXXX back on Saturday XXXX XXXX, XXXX. The XXXX Customer Service agent told me the XXXX Department does not issue credits on holidays or weekends. The supervisor informed me that the bank would likely issue the credit within 1-2 business days. On Monday XXXX XXXX, no credit was issued. I called again and they said that the credit hadn't been issued because the transactions were still pending. That was not true as all the transactions had posted on both XXXX and the Chase account. I requested a supervisor and she investigated it further, returning to the call and informing me that they have until XXXX XXXX, XXXX to return the funds due to these transactions taking place in an online wallet. 

CFPB Complaint Unauthorized Electronic Fund Transfers Company : JPMorgan Chase Bank, XXXX. 
Product : Checking account / Debit card Issue : Unauthorized electronic fund transfers ; failure to issue provisional credit Re : Fraud Claim XXXX XXXX XXXXXXXX Police Report XXXX XXXX XXXXXXXXXXXX XXXX XXXX Claim XXXX XXXX XXXXXXXX Date Fraud Reported to Chase XXXX XX/XX/XXXX Complaint Narrative : I am filing this complaint regarding JPMorgan Chase Bank , N.A.s handling of unauthorized electronic fund transfers under Regulation E ( 12 C.F.R. 1005 ). 

On XX/XX/XXXX, I reported unauthorized transfers totaling {$3300.00} originating from my Chase-linked Cash App account. The transfers were initiated without my authorization after an individuals access to my financial accounts had been terminated. The funds were transferred to a third partys XXXX XXXX account. 

At the time the fraud was reported, Chase representatives confirmed that an investigation had been opened and that temporary ( provisional ) credit would be issued within approximately XXXX hours. No provisional credit was issued. 

When I followed up, I received inconsistent and inaccurate explanations from XXXX representatives, including assertions that : Credits are not issued on holidays or weekends, despite the report being made on a business day ; The transactions had not yet posted, despite both XXXX and Cash App showing the transactions as fully posted ; and Because the transactions involved an online wallet, XXXX had until XX/XX/XXXX to respond. 

Regulation E does not provide a blanket exemption allowing a financial institution to delay provisional credit solely because a transaction involved a digital wallet. XXXX has also failed to provide written acknowledgment of the fraud claim, despite verbally providing a claim number. 

To further document this fraud, I have : Filed a police report for unauthorized access and theft ( Police Report # listed above ) ; Filed a fraud claim directly with Cash App ( Cash App Claim # listed above ) ; and Secured my accounts to prevent further unauthorized access. 

XXXX has failed to : Issue provisional credit ; Provide written acknowledgment of the claim ; or Provide a written explanation citing the regulatory basis for withholding provisional credit.

I am requesting that the CFPB require JPMorgan Chase Bank, N.A. to : 1. Comply with Regulation E requirements regarding provisional credit ; 2. Provide written justification for any denial or delay of provisional credit ; 3. Correct its handling of unauthorized electronic fund transfer claims involving digital wallets ; and 4. Ensure proper documentation and consumer notification for fraud claims.

Conclusion and Requested Resolution : I respectfully request that the Consumer Financial Protection Bureau review this matter and require JPMorgan Chase Bank, N.A. to bring its handling of this fraud claim into compliance with Regulation E.

Specifically, I request that Chase be required to : Issue provisional credit immediately or provide a written, legally supported basis for withholding it ; Provide written acknowledgment and documentation of the fraud claim ; Correct any misstatements regarding investigation timelines and posting status ; and Ensure that unauthorized electronic fund transfers involving digital wallets are handled in accordance with federal consumer protection laws.

I certify that the information provided in this complaint is accurate to the best of my knowledge and that I am submitting this complaint in good faith.

Company response to consumer: Closed with explanation