Consumer complaint received 2025-11-17 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: IL

Complaint narrative:
I am filing a complaint regarding Chase Bank 's mishandling of a serious Account Takeover, mail theft, and unauthorized ATM withdrawals, purchases, and electronic transfers incident totaling almost {$17000.00}. There are multiple claims open due to the fact that criminals had access to 2 bank accounts ( one savings, one checking ), and used several methods for stealing ( ATM withdrawals, in-store purchases, and electronic transfers ). For the claim on the checking account, Chase has denied my claim twice, despite clear evidence of account takeover, procedural failures, and violations of Regulation E. 

1. Criminals accessed my online Chase account before contacting me They referenced my exact recent Chase transactions, including : - A {$390.00} XXXX purchase - My {$2200.00} XXXX payment to XXXX XXXX  This information is only visible inside my Chase account. This proves unauthorized access and establishes that this was an Account Takeover, not " customer-authorized activity. '' 2. Chase canceled my debit card and issued a new card at the request of the criminals I did NOT request a new debit card or authorize cancellation of my existing one. 
This means Chase processed a high-risk action ( card cancellation + replacement issuance ) without verifying my identity.

This is a procedural failure by Chase 's fraud prevention and customer authentication processes.

3. The replacement debit card was stolen from the mail The criminals intercepted the replacement card and used it with the PIN they socially engineered. This is federal mail theft.

4. The criminals withdrew money, used it for purchases, and electronic transfers using the stolen card I did NOT authorize these withdrawals, purchases, and transfers. I was not present, and I do not know the individuals. ATM surveillance footage exists and will show the thief.

5. Chase incorrectly denied my claim twice Chase incorrectly classified the fraud as " customer provided PIN '', which is factually and legally incorrect.

The fraud involved : Unauthorized access to my online account, Caller ID spoofing, Mail theft, A stole physical debit card, Unauthorized ATM withdrawals, Unauthorized purchases using social engineering, unauthorized electronic transfers, A procedural failure by Chase in issuing a card I never requested Under regulation E, I am not liable for unauthorized electronic fund transfers that result from account takeover or bank error. Chase continues to deny my claim despite evidence that this was NOT customer-authorized. 

6. I have filed all required reports- Chicago Police Department Report - Report the stolen package to UPS - FTC Identity Theft Affidavit - Executive Office escalation at Chase I am requesting that the CFPB require Chase to : - Reclassify my claim and all my claims under Account Takeover + Unauthorized Transaction + Mail Theft - Conduct a full investigation of their procedural failure in issuing a debit card without my authorization - Reimburse me for all unauthorized withdrawals, transfers and purchases as required by Regulation E - Provide written findings justifying their previous denials This situation has created significant financial stress and emotional distress. 
I am simply requesting that Chase apply federal consumer protections correctly and take responsibility for their internal failures that enabled fraud.

Company response to consumer: Closed with explanation