Consumer complaint received 2026-03-04 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: PA

Complaint narrative:
On XX/XX/year> at approximately XXXX XXXX, I was the victim of a robbery during which my wallet and mobile phone were stolen. From that time forward, I did not have possession of my debit card or mobile device. At approximately XXXX XXXX on XX/XX/year>, {$4000.00} in debit card transactions were processed from my Chase checking account to XXXX. These were card-not-present debit transactions. I did not authorize these transactions and I do not have a XXXX account. I reported the transactions to Chase promptly after discovering them. Chase denied my fraud claim, stating that Face ID was used to log into my Chase mobile application at approximately XXXX XXXX on XX/XX/XXXX. This denial is legally insufficient under the Electronic Fund Transfer Act ( 15 U.S.C. 1693 ) and Regulation E ( 12 CFR 1005.6 and 1005.11 ). Specifically : 1. Under 12 CFR 1005.6, a consumer is not liable for unauthorized electronic fund transfers unless the financial institution can demonstrate that the transfer was authorized. 2. Under 12 CFR 1005.2 ( m ), an unauthorized electronic fund transfer is defined as a transfer initiated by a person other than the consumer without actual authority and from which the consumer receives no benefit. 3. Under 12 CFR 1005.11 ( c ), the institution must conduct a reasonable investigation and determine whether an error occurred. Logging into a mobile banking application does not constitute authorization of debit card transactions to a third-party merchant. Chase has not demonstrated : - That Face ID was used to approve the Robinhood transactions - That I authenticated or authorized the debit card funding - That I benefited from the transactions - That the transactions were initiated by me The alleged Face ID login occurred prior to the robbery time. The unauthorized debit card transactions occurred after my wallet and phone were stolen. Possession of a device by a third party does not equal authorization under Regulation E. Additionally, card-not-present debit transactions do not require Chase mobile app authentication . The transactions only required debit card information ( card number, expiration date, CVV, and ZIP code ), all of which were in my stolen wallet. Chase appears to have relied solely on a mobile login event rather than proving authorization of the debit card transactions themselves. Under Regulation E, the burden of proof rests on the financial institution to demonstrate authorization. Chase has not met that burden. I am requesting that Chase : 1. Reopen the investigation in full compliance with Regulation E. 2. Provide complete transaction authentication records and investigative documentation. 3. Issue reimbursement for the {$4000.00} in unauthorized debit transactions. Chases denial appears inconsistent with federal consumer protection requirements governing unauthorized electronic fund transfers. I am requesting regulatory review of Chases investigation and a corrective resolution. Please refer to the documents I uploaded. This includes Find My on XXXX confirming condition was lost, A screen shot from email thread with XXXX confirming 0 account under association of me, a screenshot showing where card was lost showing which transactions are fraudulent, and finally a screenshot of the XXXX login screen further identifying I have no login ability with them proving I have benefited nothing from these fraudulent transactions.

Company response to consumer: Closed with explanation