Consumer complaint received 2025-06-12 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: FL

Complaint narrative:
Formal Complaint : Fraudulent Transactions and Mishandling by Chase Bank Date : XX/XX/XXXXXXXX  To Whom It May Concern, I am writing to formally raise a serious complaint regarding Chase Banks failure to prevent, investigate, and resolve fraudulent activity on my business account. Between XXXX and XX/XX/XXXX, unauthorized ACH transactions were processed using only my routing and account numberswithout my consent or authenticationresulting in a financial loss of approximately {$22000.00}. 

I promptly reported the fraud in XX/XX/XXXX by visiting the Chase branch in XXXX, where a banker assisted me in submitting a formal claim. We contacted the Claims Department together by phone, and due to the volume of fraudulent charges, the representative divided the report into multiple claims. The banker reviewed each transaction and confirmed that all fraudulent charges were included. 

Despite my timely report, the process that followed was marked by unreasonable delays, inconsistent decisions, and poor communication from Chase. Over the course of the year, I experienced : Inconsistent refund decisions : Some transactions were refunded, while othersoccurring in the same monthwere not, with no clear explanation provided. 
Denials based on false timelines : Chase later claimed that the 60-day reporting window had passed. This is inaccurate, as my claim was filed in XXXX XXXX within the allowable timeframe after the earliest fraudulent charges. 
Repeated escalation with no resolution : The claim was escalated multiple times to Chases fraud team and senior management, but communication was hindered by language barriers and offshore teams, with no resolution or accountability provided. 
Obstruction from involved merchants : I contacted several of the businesses where unauthorized transactions were made ( e.g., XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ), but none agreed to investigate or provide support, and most terminated the calls. 

These fraudulent charges were made using false identities ( e.g., XXXX XXXX, XXXX XXXX ) and were processed without any use of my physical debit card or credentialsonly with my account and routing numbers. At the same time, I experienced issues using my own debit card and was even denied access to my funds, requiring repeated calls to Chase for assistance. 

Chase Bank has failed to uphold its duty to protect my account and to act in good faith in response to a legitimate and documented fraud claim. The handling of this matter demonstrates a lack of transparency, accountability, and customer protection. 

I am formally requesting : A full reimbursement of the unrecovered fraudulent transactions totaling approximately {$4700.00}. 
A detailed, written explanation of the rationale behind the denial of certain refunds. 
An internal review and escalation of this case to ensure no further mishandling occurs. 
A report of what measures Chase has takenor will taketo protect accounts from this type of unauthorized ACH fraud in the future.

I am also prepared to file this complaint with the Consumer Financial Protection Bureau ( CFPB ), Office of the Comptroller of the Currency ( OCC ), Post on Social Media and explore legal action if the matter is not resolved promptly.

Please consider this letter an urgent and formal demand for immediate resolution. 

Sincerely, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation