Consumer complaint received 2026-04-21 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: FL

Complaint narrative:
This complaint is a formal follow-up to XXXX XXXX XXXX. I am filing a new complaint because Chase Banks previous response was non-responsive to my specific technical concerns and provided an inaccurate assessment of the fraudulent activity on my account. I am requesting a secondary review of the following points which the bank failed to address : Failure to Address Data Compromise : The card in question has never been physically or digitally used. It has been secured in a drawer since it was issued. Chase failed to explain how this card information was compromised. I am specifically requesting Chase to disclose if this account was impacted by any known data breach such as the documented technical bugs and internal data exposures reported by JPMorgan Chase in early XXXX, which allowed customer data to be accessed by unauthorized parties. Inaccurate Assessment of Unusual Activity : In their response to my previous case, Chase claimed there was no unusual activity because there were no failed PIN attempts. This is a non-responsive answer. Chase states that their research did not identify any unusual activity because there were no failed PIN attempts or high dollar transactions. This is an admission that their fraud detection is fundamentally flawed. Unusual activity is not defined solely by PIN attempts ; it is defined by impossible consumer behavior. The unusual activity is the " velocity '' of the charges especially on an account with XXXX activity from that card. For XXXX consecutive months, this account was hit with XXXX identical transactions of {$17.00} at the exact same second on the XXXX of the month. This is the industry-standard definition of automated fraud. The fact that Chases systems allowed XXXX identical transactions to process on a zero-use card without a single alert is a failure of their fraud monitoring tools, not a lack of consumer reporting. Failure of Monitoring Tools : Chase states they use fraud monitoring tools but that " some transactions may not require review. '' I am contesting that 6 simultaneous, identical charges on an unused card should always require review. I am seeking a technical explanation as to why their " identical transaction '' triggers were not active on this account between XX/XX/XXXX and XX/XX/XXXX. I have included the reply that I received from chase. Their reply was focused on the steps that were taken after I discovered the fraud. It does not address the questions stated above. " Thank you for expressing concerns to the Consumer Financial Protection Bureau. We appreciate the opportunity to address concerns. Our review is complete, and the details of our response are below. Our records show we received claim XXXX totaling {$330.00} for transactions with XXXX * XXXX XXXX, which was debited from your account ending in XXXX between XX/XX/XXXX, and XX/XX/XXXX. We issued a temporary credit of {$330.00} to your account on XX/XX/XXXX, while we complete our research. The claim remains in process and we are awaiting the merchants response. We expect to resolve the dispute by XX/XX/XXXX. We partially denied the claim and reversed a portion of the provisional credit because the merchant issued a credit of {$17.00} to you. This credit was also disputed under claim XXXX. You filed claim XXXX for {$17.00} on XX/XX/XXXX, for a merchant credit that posted to your account on XX/XX/XXXX. We processed a final debit on XX/XX/XXXX, as you requested. You refiled claim XXXX under claim XXXX for related transaction activity. We issued a final credit of {$17.00} to your account on XX/XX/XXXX, because the merchant credit was debited and the dispute was not possible with the merchant issuing that credit. We have enclosed a copy of the claim approval letter we sent on XX/XX/XXXX, for your records. Our research did not identify any unusual online activity or alerts in the system for the transactions in question. We did not generate any alerts because there were no failed PIN attempts, or high dollar transactions. We respectfully decline your allegations about our fraud monitoring practices. We use fraud monitoring tools to review account transactions ; however, some transactions XXXX not require review. Our policy is to recommend that customers protect their personal and account information, monitor account statements, and promptly report any unusual activity. The compromise of personal or account information XXXX occur to anyone, anywhere, at any time. We can not guarantee you will not be a victim of fraudulent activity. If you would like to discuss additional alerts or limitations for your account ending in XXXX, please contact our customer service team for available resources ''

Company response to consumer: Closed with explanation