Consumer complaint received 2025-05-07 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: NJ

Complaint narrative:
I am writing to formally complain about the mishandling of fraudulent transactions on my Chase Bank account, the improper reversal of a fraud claim, the failure to provide promised information, and the resulting overdraft that continues to threaten my financial security. Despite my diligent efforts to resolve this matter, including providing substantial evidence of fraud, Chases actions have left my account overdrawn and my trust in your institution severely undermined. 
Summary of Events On XX/XX/year>, Chase Bank contacted me to report suspected fraud on my account. Three unauthorized transactions occurred in XXXX, Georgia, on the same day, totaling {$400.00}, {$920.00}, and {$97.00}, all in quick succession. I reside in NJ, and I was not in XXXX on that date. On XX/XX/year>, I spoke with a Chase representative, who confirmed my account was frozen due to the fraud. I opened a new account, closed the compromised one, and was promised a new debit card. However, I received multiple cards, including one for the compromised account, and the new card arrived weeks late. 
Chase closed two claims ( {$400.00} and {$97.00} ) in my favor but reversed the {$920.00} claim, stating the transaction occurred within my geographical location. I requested specifics on XX/XX/year>, and was told a letter with transaction details would be sent to file a police report. This letter was never provided, hindering my ability to pursue legal recourse. 
Evidence of Fraud Provided To support my claim, I submitted the following evidence on XX/XX/year> : Video and photos with timestamps proving I was at my residence in XXXX, NJ on XX/XX/year>. 
Text messages confirming I was at a job site for two hours that day, nowhere near XXXX, Georgia. 
On XX/XX/year>, a Chase representative informed me that on XX/XX/year>, a new debit card was sent to an address not associated with my account, which I never received. This raises serious concerns about how my account information was handled. Following their advice, I contacted the vendors involved : On XX/XX/year>, XXXX in Georgia provided receipts for a XXXX XXXX  and a money order, confirming the fraudulent nature of the transactions. I submitted these to Chase along with email correspondence from XXXX. 
I contacted XXXX XXXX ( XXXX miles from XXXX in Georgia ), who confirmed they could provide a receipt but required a formal request from Chase Bank. On XX/XX/year>, I requested Chase send this letter, which would further validate the fraud and contradict their claim that the transactions were in my geographical location. 
Despite complying with all instructions, my claim was denied again on XX/XX/year>. My account remains overdrawn due to the {$920.00} reversal, and I fear continuing service with Chase, as the mishandling of my account has already resulted in financial loss and potential identity theft. 
The USPS store number was out of service so I was unable to contact the store, however I did reach out to customer service. Unfortunately, they will not pull up past transactions. 
Issues with Chases Handling 1. Failure to Prevent Fraud : Despite freezing my account on XX/XX/year>, fraudulent transactions were still processed, indicating a lapse in security measures. 
XXXX. Improper Claim Reversal : The {$920.00} claim was reversed based on an incorrect assertion about my geographical location, despite overwhelming evidence proving I was not in XXXX. 
XXXX. Non-Delivery of Promised Information : Chase failed to send the promised letter detailing the transactions, obstructing my ability to file a police report. 
XXXX. Mishandling of Debit Cards : Sending a compromised card and delivering a new card to an unauthorized address suggest significant errors in account management. 
XXXX. Unresponsive Claims Process : Despite submitting timestamped evidence, vendor receipts, and following all representative instructions, my claim was repeatedly denied without clear justification. 
XXXX. Overdraft Fees and Financial Harm : The reversed claim caused my account to become overdrawn, and I am now at risk of additional fees, collections, or account closure, exacerbating my financial distress.

Company response to consumer: Closed with monetary relief