Consumer complaint received 2026-02-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: JPMORGAN CHASE & CO.
State: CO

Complaint narrative:
I am filing a formal complaint regarding Chases handling of a check that I approved on XX/XX/XXXX, which Chase subsequently returned and has refused to reimburse for the fees I incurred, {$42.00}. 

On XX/XX/XXXX, I received an email notification requesting approval of a check. I initially attempted to access the request under my husbands login, as Chase requires me to use his login to access our credit card accounts. I then realized the approval needed to be completed through my own account. I logged into my account using the XXXX XXXX and approved the check at that time. I discussed this approval my husband that same morning that I had just approved the {$12.00} payment using Chase bank online portal. 

When I contacted Chase early on the morning of XX/XX/XXXX, Chase reported they had no record of me accessing the account when they looked into their logs to approve the check. They also made claims they did not even send me an email the preceding day on the subject to approve the check. After I provided XXXXXXXX XXXX logs demonstrating that I accessed my account, Chase changed its position and stated that I did not approve the check. These contradictory explanations are inconsistent and point to internal system or audit failures rather than any failure on my part. Basically, they keep changing their answer after I provide them with evidence. Of course, I did not feel the need to perform a screen shot of the approval before exiting their system. If I did, Chase would just claim I changed it back and never submitted the approval to deny a design flaw in their system. 

Chases system design structure significantly contributed to this issue. Although I am an XXXXdministrator and authorized to act on my husbands behalf for the business credit card, and I am the holder of a personal credit card, the credit cards are not linked to my online profile. As a result, I must log into my husbands account to access credit card information. However, for fraud protection services and certain account actions, I am required to log into my own account using XXXXXXXX XXXX Chase has confirmed that there is no way to properly link my access despite my authorized status. 
This fragmented access model creates confusion and directly contributed to Chases inability to accurately track my approval activity. 

I have made extensive efforts to resolve this matter. I have spoken with XXXX, phone number XXXX on more than ten occasions on the following dates : XX/XX/XXXX, XXXX, and XXXX of XXXX ; XX/XX/XXXX, XXXX, XXXX, XXXX, and XXXX of XXXX ; and XX/XX/XXXX. XXXX also involved his superior in an attempt to resolve the issue. 

On XX/XX/XXXX, I received a voicemail stating that Chase would not refund the funds associated with the returned check. 

I dispute this determination. I acted in good faith, followed Chases required authentication procedures, and approved the check. Chases internal access limitations and inconsistent recordkeeping caused this issue, and I should not be financially penalized for system failures that Chase acknowledges can not be corrected. 

I am requesting reimbursement of {$42.00} for the fees related to the returned check. 

If this matter is not resolved promptly, I am prepared to escalate the complaint through additional regulatory channels.

Company response to consumer: Closed with explanation