Consumer complaint received 2025-08-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
In XXXX, XXXX, I discovered multiple unauthorized transactions on my Chase checking account. These transactions occurred in another state while I was in possession of my debit card and physically located elsewhere. I did not authorize, approve, or benefit from these charges. 

Charges : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  These transactions were made in a different state, where I was not physically present. I have never shared my card, never shared my PIN, and did not authorize these charges. The suggestion that these transactions are hard to fake is not a valid legal reason to deny my dispute. 

I immediately filed a fraud claim with Chase, but the claim was denied. I have multiple calls with Chase 's claim department. Chases claims department stated it was difficult to fake the transactions, even though I still had my original debit card in my possession. 

I made an appointment with a local branch to discuss the matter on XX/XX/XXXX. I was informed in the meeting the case could only be handled by Chase 's claims department. I received a letter on XX/XX/XXXX indicating the charges are being denied with no explanation on how the decision was made. 

Furthermore, I mailed a dispute letter on XX/XX/XXXX, to Chase 's customer service highlighting my right 's and what I am requesting of them. As of XX/XX/XXXX, I have no explanation as to why I am being held liable for funds that were clearly made in a fraudulent matter. 

Why I believe Chase mishandled my claim : 1. Mailing address change issue : Customer service representatives confirmed only one documented mailing address change exists on my account. However, the Customer Protection Department stated that an address change was made and a new debit card was mailed to that address. Upon review of my account, there is proof of an address change in XXXX, XXXX, that I never authorized.

2. Additional transactions after reissued card : After the alleged address change and card reissue, more fraudulent transactions occurred with the same merchant. This indicates account takeover or identity fraud, not my authorization.

3. Failure to provide clear explanation : Chase closed the case and has not pro
vided a clear explanation of the evidence used to deny my claim, in violation of Regulation E of the Electronic Fund Transfer Act.

4. My rights under Regulation E : Regulation E requires that banks investigate unauthorized electronic fund transfers, provide a written explanation of their findings, and, if necessary, issue provisional credit during the investigation. Chase has not complied with these requirements.

Supporting documents I will attach : - My written dispute letter citing Regulation E - Bank statement highlighting the fraudulent charges - Notes from Chase representatives showing conflicting statements about the address change

Company response to consumer: Closed with monetary relief