Consumer complaint received 2025-11-14 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
On XX/XX/year> XXXX unauthorized deductions were made from my savings account. The amounts were : {$990.00}, {$990.00}, and {$980.00}. I immediately called the bank and reported these charges, and XXXX of the {$990.00} transactions was still pending and was able to be cancelled. 

Both my username and password as well as my father 's ( authorized user on the account ) were changed after this first incident. 

On XX/XX/year> an additional charge of {$1500.00} was deducted from my account to the same bank account # and recipient and the charge was not blocked or stopped in any way by the bank even though the other charges had already been reported and were to the exact same recipient. 

In the entire history of this account, almost XXXX XXXX, I have never transferred money to anyone except myself ( between my accounts ). Therefore, both the nature of this transaction and the immediate behavior following it ( reporting fraud, changing logins ) indicate that this was unauthorized. 

However, Chase Bank denied my fraud claim saying that they have no evidence of additional devices being added to the account or failed login attempts and claim that these came from a " trusted device ''. For the past XXXX months, we have called numerous times, provided device access history of all of our devices, and done everything in our power to resolve this issue. 

Over these XXXX months, our interactions with Chase have been extremely frustrating and disappointing. First, we have been told extremely conflicting and confusing information about these transactions. Initially, I was told that they occurred from my mobile phone using XXXX ID, but upon providing evidence from my phone provider to Chase, the story was switched to say it was actually from my father 's login. The IT team for his business thoroughly screened his devices and find no evidence of any suspicious activity. They have also told us conflicting times that these transactions occurred, yet this unreliable data is the same data they are using to claim the transactions are not fraud. 

Next, we have been misled numerous times about the status of this claim. I was told it was being escalated to a higher level ( but that there was no written proof they could give me of that ) and then called back a few days later and no one had any record of that escalation. Other times we were told it was still under review only to be later told the claim was closed weeks before. Every time I call it is clear they are not keeping any form of detailed records between people/departments and are not taking this seriously. 

At this point, Chase essentially told us " tough luck '' and refused to provide any information on the account of the recipient or follow up with the receiving bank in any way. We have cooperated in every way, been kind to the employees, and have been willing to provide any additional information they might ask for. I also have recordings of my phone conversations that include all of the conflicting information we were given. I also filed a ic3.gov complaint and am filing an additional police report. 

Not only am I concerned that the previous transactions have not been resolved, but I am concerned this may continue to happen. Chase seems to have no real idea how any of this occurred or how it can be prevented in the future, which is a fundamental role and responsibility of a financial institution I am trusting with my money.

Company response to consumer: Closed with monetary relief