Consumer complaint received 2026-01-13 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: CA

Complaint narrative:
CFPB SUPPLEMENTAL COMPLAINT URGENT REQUEST FOR INTERVENTION I am submitting this supplemental complaint to urgently request CFPB intervention regarding Chase Banks repeated failure to comply with Regulation E ( 12 CFR 1005.11 ) in connection with unauthorized electronic fund transfers on my account. 

Summary of the issue : I reported a series of unauthorized electronic fund transfers related to online gambling merchants ( including XXXX and XXXX ) beginning in XX/XX/year>. These transactions were unauthorized and part of a single fraud incident and pattern. Chase improperly fragmented this incident into multiple claims, repeatedly closed claims without issuing provisional credit, reopened them, and then closed them againsometimes within less than XXXX hourswhile asserting that a thorough investigation had occurred. 

As of today, approximately XXXX days have passed since my original notice of error. Despite this extended investigation period, no provisional credit has ever been issued, and I have been repeatedly toldmost recently by an Executive Office representativethat Chase does not have to provide provisional credit until the XXXX. This position directly contradicts Regulation E.

Regulation E violation : Under 12 CFR 1005.11 ( c ) ( 2 ) ( 3 ), Chases position that provisional credit may be withheld until a later date ( e.g., the XXXX ) conflates investigation deadlines with provisional credit obligations and is inconsistent with Regulation Es plain language and official commentary. if a financial institution extends its investigation beyond 10 business days, it is required to provide provisional credit within 10 business days for the disputed amount and allow the consumer full use of the funds during the investigation. An institution may not withhold provisional credit for the duration of an extended investigation. Chase has done exactly that. 

I am not disputing Chases right to investigate. I am disputing Chases failure to provide provisional credit during an investigation that has been extended far beyond the regulatory window. 

Additional concerning conduct : Claims were closed when Chase asserted there was no claim, then later reopened as claims, then closed again.

One Chase representative canceled a claim without my consent.

A Chase employee contacted me from what appeared to be a personal phone number.

I hand-delivered a police report, Regulation E affidavit, and written demand letter to a Chase branch manager and VP on XX/XX/year>, yet Chase later represented that claims did not exist or were merely inquiries.

Once CFPB involvement began, Chase suddenly asserted new timelines and positions that had never been disclosed during the prior 90 days. 

This pattern raises serious concerns about claim manipulation, obstruction, and non-compliance designed to delay relief and exhaust the consumer. 

Current status and harm : Chase has again refused to issue provisional credit and has stated it will investigate and provide a written response at a later date, despite the investigation already being extended far beyond the permissible window. The continued denial of provisional credit has caused severe financial hardship, including inability to meet basic living expenses. 
What I am requesting : 1. CFPB review and intervention regarding Chase Banks compliance with Regulation E provisional credit requirements.

2. That Chase be required to issue immediate provisional credit for the full amount of the unauthorized transactions pending completion of any investigation. I am not requesting permanent credit, penalties, or damages at this timeonly the provisional credit required by law during an extended investigation.

3. That Chase be required to provide a written explanation of its legal basis for withholding provisional credit, including notice of my right to request and receive all documents relied upon in making any determination.

4. That Chase be directed to preserve all internal notes, call recordings, claim history, and communications related to the closure, reopening, and handling of these claims. 

I am submitting this supplemental complaint because I am genuinely concerned that Chase will again close or deny the claim before CFPB has the opportunity to review the facts. I have extensive documentation and evidence supporting my position and am requesting CFPB involvement now to prevent further improper handling. 

Thank you for your urgent attention to this matter.

Company response to consumer: Closed with explanation