Consumer complaint received 2025-12-31 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: IN

Complaint narrative:
We are a small business that provides XXXX XXXX  in XXXX, Indiana. 

Beginning in XX/XX/XXXX, our business checking account at JPMorgan Chase Bank , N.A . began experiencing recurring ACH debits from an entity labeled XXXX XXXX XXXX. These withdrawals were later determined to be fraudulent. The company name used in the ACH debits does not provide health insurance services in our state, which was confirmed when we contacted the company directly.

We did not initially detect the fraud because the ACH debits appeared to resemble legitimate employee health insurance premium payments. We only became aware of the issue when our employees health insurance was canceled for non-payment, which caused significant disruption and harm to our business and our employees medical coverage. 

On XX/XX/XXXX, we contacted Chase to report the fraud, dispute the charges, and submit a complaint that Chase failed to identify or prevent repeated high-dollar ACH debits from a company that does not service our state. At that time, a Chase representative informed us that the fraudulent charges dated back to XX/XX/XXXX, and disputes were submitted accordingly. 

Shortly after, we received notifications that the majority of the disputes were denied on the basis that Chase does not reimburse unauthorized transactions beyond 30 days for business accounts, despite these being recurring unauthorized debits. 

On XX/XX/XXXX, we contacted Chase again to request information about the fraudulent ACH originator so that we could file a police report and submit a formal complaint. During this call, a different Chase representative contradicted the prior information and stated that the fraudulent charges only dated back to XX/XX/XXXX. We then submitted additional disputes for those earlier charges. 

During this call, the representative stated that Chase would not provide any identifying information about the ACH originator, which prevented us from filing a meaningful police report. When we requested to file a formal complaint regarding the contradictory information and denial of disputes, the representative attempted to discourage us from doing so, stating that nothing would change. We were eventually transferred to a supervisor, where a formal complaint was made. 

On XX/XX/XXXX, another ACH debit from the same fraudulent originator was processed, despite the prior disputes and complaints. At this point, we conducted a full review of our statements and discovered that the fraudulent debits actually dated back to XX/XX/XXXX, significantly earlier than any information previously provided by Chase representatives. 

We then visited a local Chase branch to formally complain that : Chase failed to detect or prevent repeated unauthorized ACH debits Chase provided contradictory and inaccurate information across multiple representatives Chase processed a new fraudulent debit after repeated disputes and complaints Chase refused to provide information necessary for a police report Chase made it excessively difficult to file a formal complaint The in-branch representative expressed surprise that another debit had been allowed after so many disputes and escalations and consulted supervisors to confirm Chases policies. We were informed that Chase only guarantees reimbursement for the past 30 days, and that recovery beyond that is uncertain despite the recurring nature of the fraud. 

We signed additional disputes for the most recent charges. At this point, we have multiple overlapping disputes due to inconsistent information provided by Chase. We were also informed that we would need to pay a {$30.00} fee to block future ACH debits from this originator. 

Due to the financial harm, operational disruption, and loss of trust, we withdrew funds from our accounts and are in the process of closing both our business and personal accounts with Chase. 

This situation caused significant financial hardship, disruption to our operations, and direct harm to our employees health coverage. We are submitting this complaint because Chase failed to adequately protect our account, failed to provide accurate information, processed additional fraudulent transactions after disputes, and refused to provide information necessary for law enforcement reporting.

Company response to consumer: Closed with explanation