Consumer complaint received 2026-04-01 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: TX

Complaint narrative:
RE : Formal Complaint and Demand for Resolution Bank Fraud Claim Against JPMorgan Chase Bank , N.A . To Whom It May Concern : I, Account Holder, submit this formal written complaint and demand for resolution against JPMorgan Chase Bank , N.A . ( Chase ) in connection with unauthorized and fraudulent activity perpetrated against my Chase checking and savings accounts. I respectfully request that this matter be escalated to the appropriate supervisory or regulatory authority and that Chase be compelled to provide a substantive response, a defined resolution timeline, and full restitution of funds lost as a result of the fraud described herein. I. STATEMENT OF FACTS A. Initial Fraudulent Contact ( On or About XX/XX/XXXX ) On or about Wednesday, XX/XX/XXXX, Account Holder received an incoming call on his mobile phone from a telephone number associated with the Chase branch located at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX ), which is in proximity to his residence. The caller purported to represent Chases Fraud Department and inquired whether Account Holder had authorized a purchase of approximately {$400.00} at XXXX, which he confirmed he had not. The caller then advised that Account Holders Chase debit card would be canceled and a replacement issued. In connection with this call, the caller requested that Account XXXX provide a numeric code to be delivered via SMS message to his mobile phone, representing this step as necessary for identity authentication. Account XXXX complied in good faith. Account Holder has since recognized that this caller was not a Chase representative but rather a fraudulent actor engaged in a social engineering scheme ( commonly referred to as vishing ). While the SMS message transmitted by Chase did contain a warning that Chase would never request this code by phone, Account XXXX did not observe this disclaimer during the call. The callers use of a spoofed Chase telephone number constituted a deliberate misrepresentation designed to induce Account Holders reliance. B. XXXX of Unauthorized Transactions ( On or About XX/XX/XXXX ) On or about XXXXXXXX XXXX XXXX on Friday, XX/XX/XXXX, Account Holder discovered that approximately {$25000.00} had been misappropriated from his Chase checking and savings accounts. Investigation revealed the following categories of unauthorized transactions : Retail purchases at luxury merchants, including XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX ; Multiple ATM cash withdrawals at both Chase-affiliated and non-Chase ATM locations ; and In-person, in-lobby cash withdrawals at Chase branch locations. Upon discovery of the foregoing, Account XXXX immediately contacted Chase to report the fraud and requested deactivation of his debit card. Chase assigned Claim No. XXXX to this initial report. During that call, Chase disclosed that the unauthorized transactions were executed using a debit card number that Account XXXX had never been issued and of which he had no knowledge or possession. XXXX XXXX Visit and XXXX XXXX Report ( XX/XX/XXXX ) On the morning of Saturday, XX/XX/XXXX, Account Holder compiled a comprehensive spreadsheet documenting all suspected fraudulent transactions from his checking and savings account records and presented himself in person at the Chase XXXX XXXX XXXX, located at XXXX XXXX XXXX, XXXX, Texas ( the XXXX XXXX XXXX ), which is his designated branch for in-person banking. Account Holder requested to meet with branch management and was received by Branch XXXX XXXX XXXX and Relationship Banker XXXX XXXX XXXX. XXXX XXXX and XXXX XXXX XXXX confirmed that Account Holders matter was the second instance of advanced fraud reported at that branch within the same week. The following actions were taken during this visit : XXXX XXXX XXXX contacted XXXX XXXX Department on Account Holders behalf, utilizing the compiled transaction spreadsheet to identify all fraudulent activity. The spreadsheet was scanned and uploaded to Account Holders fraud file. XXXX XXXX XXXX identified and corrected errors made by the Chase representative who initially handled the XX/XX/XXXX fraud report, including the misclassification of fraudulent transactions as legitimate and the misclassification of legitimate transactions as fraudulent. The fraudulent activity was partitioned among XXXX separate units within XXXX XXXX Department : ( XXXX ) retail transactions ; ( XXXX ) ATM withdrawals; and ( XXXX ) in-lobby withdrawals. Chase issued XXXX additional claim numbers : Claim No. XXXX Claim No. XXXX Claim No. XXXX Claim No. XXXX Account Holder was further advised that when a new debit card is issued, any debit card previously stored in a digital wallet is automatically updated to reflect the new card number. Account XXXX respectfully submits that this practice constitutes a material security vulnerability. XXXX XXXX Police Department Report ( XX/XX/XXXX ) Following his visit to the Chase XXXX XXXX XXXX, Account Holder proceeded to the XXXX Police Department XXXX XXXX ( XXXX ), located at XXXX XXXX XXXX XXXX, XXXX, Texas, where he filed a formal criminal complaint and expressed his intent to press charges against the perpetrator. The assigned XXXX XXXX XXXX is XXXX. Upon returning to the XXXX XXXX XXXX, Account Holder provided XXXX XXXX with the XXXX Incident Number to facilitate Chases cooperation with any law enforcement subpoena for ATM and in-lobby surveillance footage, which would constitute direct visual evidence establishing that Account Holder was not the individual who conducted the unauthorized transactions. XXXX XXXX Credits Issued and Subsequently Reversed ( Week of XX/XX/XXXX XX/XX/XXXX ) During the week of XX/XX/XXXX, Chase issued approximately {$4000.00} in provisional credits to Account Holders accounts, attributable to a subset of the fraudulent retail charges and non-Chase ATM withdrawals. XXXX XXXX proactively communicated status updates to Account XXXX throughout that week. On or about XX/XX/XXXX, Chase transmitted electronic correspondence to Account XXXX advising that it had completed its review of the transactions associated with the provisional credits and had determined that said transactions were authorized and non-fraudulent. Thereafter, Chase reversed all provisional credits, which reversals have been completed. Upon Account Holders inquiry, XXXX XXXX explained that XXXX XXXX Department treated the subject transactions as authorized on the basis that : ( a ) a physical debit card was presented, and/or ( b ) SMS fraud alert notifications transmitted to Account Holders mobile phone were purportedly approved. Account XXXX expressly denies approving any such SMS fraud alerts, and states that he did not receive the fraud alert messages referenced by Chase as the basis for its reversal determination. XXXX XXXX subsequently escalated Account Holders case to XXXX XXXX XXXX and advised that a response would be forthcoming within approximately XXXX ( XXXX ) business days. XXXX Affidavit Execution and XXXX XXXX XXXX ( XX/XX/XXXX, XXXX ) On Monday, XX/XX/XXXX, Account Holder visited the XXXX XXXX XXXX and executed a sworn Affidavit attesting that he was not the individual who conducted the unauthorized in-lobby cash withdrawals. On or about XX/XX/XXXX, Account XXXX received a telephone call from XXXX XXXX XXXX pertaining to the fraudulent in-lobby withdrawals. Due to a communication barrier during the call, the matter was not fully addressed. No further substantive communication from XXXX XXXX XXXX has been received as of the date of this letter. XXXX. CURRENT STATUS AND OUTSTANDING HARM As of the date of this letter : Account Holder remains deprived of approximately {$24000.00} as a direct result of the fraudulent scheme described herein. Chase has failed to provide Account XXXX with any defined timeline for resolution or to communicate proactively regarding the status of his open fraud claims. Account XXXX has maintained a Chase checking and savings account for more than XXXX ( XXXX ) years. A review of his account history will confirm that he has no prior pattern of patronizing the luxury retailers where the fraudulent charges occurred, and that he rarely, if ever, conducts multiple ATM withdrawals within a single day, thereby undermining any good-faith basis for Chases determination that the subject transactions were authorized. Surveillance footage from Chases ATM cameras and in-lobby cameras will visually confirm that Account Holder was not present at the locations where the unauthorized withdrawals occurred. III. NATURE AND SOPHISTICATION OF THE FRAUDULENT SCHEME Account Holder submits that the foregoing facts indicate he was the victim of a targeted, sophisticated fraud scheme ( commonly referred to as spear phishing ). The following circumstances support this characterization : The perpetrator appears to have possessed prior knowledge of Account Holders account balances, which raises the possibility of insider access or a data compromise originating within Chase. The perpetrator possessed Account Holders debit card PIN number, which may have been obtained through a card skimming device or a dark web data set. The perpetrator successfully spoofed a legitimate Chase branch telephone number to deceive Account Holder into disclosing an SMS authentication code, reflecting a level of technical sophistication beyond a routine fraud attempt. The perpetrator appears to have intercepted or otherwise responded to Chases SMS fraud alert notifications in Account Holders name, or alternatively, XXXX have had assistance from an individual with access to Chases internal systems. It remains unknown whether the perpetrator intercepted the replacement debit card issued on Account Holders account or obtained his debit card credentials through a digital wallet compromise and subsequently cloned a physical card using captured card data. Regardless of the method, the attack is consistent with a sophisticated, targeted criminal operation. IV. DEMAND FOR RELIEF In view of the foregoing, Account Holder respectfully demands the following relief from Chase : Full restitution of all fraudulently misappropriated funds, totaling approximately {$24000.00} ; A written status update on each open fraud claim ( Claim Nos. XXXX, XXXX, XXXX, XXXX, and XXXX ), including the specific basis for any determination that a transaction was authorized ; A defined and committed target date for final resolution of all pending claims ; Preservation and production, upon proper request or subpoena, of all ATM and in-lobby surveillance footage capturing the unauthorized transactions ; and Full cooperation with the XXXX Police Department XXXX XXXX with HPD Incident No. XXXX. Please be advised that in the absence of a substantive response and satisfactory resolution of this matter within a reasonable time, Account Holder reserves all rights and remedies available to him under applicable law, including but not limited to the filing of a civil action to recover all losses, damages, costs, and attorneys fees arising from Chases handling of the fraudulent activity described herein.

Company response to consumer: Closed with explanation