Consumer complaint received 2025-10-21 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: NY

Complaint narrative:
am writing to formally dispute the denial of my fraud claim concerning the unauthorized XXXX transaction and to demand the reopening of my case for the total disputed amount of {$9500.00}. 
On XX/XX/2025, I spoke with your representative XXXX, who informed me that my claim was denied based on an alleged approval notification sent to me at XXXXXXXX XXXXXXXX XXXX from XXXX ( short code XXXX ). According to XXXX XXXX, this message supposedly authorized the XXXX transaction, which was not swiped until XXXX XXXX XXXX, nearly two hours later. He further admitted that there may be a system glitch and stated that the notes on the account may contain an error. 
To be absolutely clear : I never received any such approval notification from XXXX or Chase at XXXXXXXX XXXX. Immediately following this conversation, I contacted my phone carrier to verify, and as expected, there is no record of any message from short code XXXX at or around that time ( XXXXXXXX XXXX XXXXXXXX XXXX on the XXXX XXXX  ). I did receive and approve a XXXX XXXX transaction, and both the text message and official carrier message logs confirm that communication. These materials are attached for your review. 
Pursuant to 12 C.F.R. 1005.11 ( d ) of Regulation E, implementing the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ), I am formally requesting copies of all records, documents, internal notes, and electronic logs that Chase relied upon in determining that : 1. A notification was sent to my device at XXXX XXXX XXXX ; 2. The alleged notification was received or acknowledged by me ; and 3. The XXXX transaction was authorized based on that alleged approval. 
Under Regulation E, Chase is legally required to provide these materials promptly upon request. Any refusal or delay in providing this documentation may constitute a violation of federal consumer protection law. 
I hereby demand that Chase reopen my dispute for the full amount of {$9500.00}, as the denial was based on inaccurate, incomplete, and potentially falsified information. 
Additionally, I request that this letter, along with all supporting documentation, be uploaded to my Chase Document Letter Folder to ensure it is part of the official record of this dispute. 
For your reference, I have attached : A copy of the Chase text message I actually received and approved for the XXXX XXXX transaction ; and A copy of the official XXXX message log confirming no record of a message from short code XXXX at XXXXXXXX XXXX XXXX 
I expect a written response and complete documentation within 10 business days of receipt of this correspondence. Failure to comply will result in the immediate escalation of this matter to the Consumer Financial Protection Bureau ( CFPB ) and other appropriate regulatory authorities. 
Sincerely, XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX ( XXXX ) XXXX Attachments : XXXX. XXXX XXXX XXXX ( XXXX XXXX aXXXX XXXX XXXX XXXX ) XXXX. Chase XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief