Consumer complaint received 2026-06-10 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: OR

Complaint narrative:
Subject : Chase Bank Failure to Act Following Immediate Notice of Fraud Resulting in Financial Harm I am submitting this complaint regarding JPMorgan Chase Banks handling of a fraud incident involving my personal checking account on XX/XX/year>. Chases failure to take timely action after receiving immediate notice of the fraud directly contributed to a preventable financial loss of {$2500.00} and caused substantial financial hardship that continues to affect me today. On XX/XX/year>, I became the victim of a sophisticated impersonation scam. An individual posing as XXXX support contacted me and provided convincing account information while falsely claiming that approximately {$12000.00} in fraudulent charges were pending against my account. Through deception, urgency, and manipulation, I was instructed to perform what I was told were verification or test procedures within the application. I was specifically told these actions would not result in actual charges or transfers. Any transactions that occurred were induced entirely through fraud and misrepresentation. At no point did I knowingly intend to authorize the transfer of funds to a scammer. Upon realizing I had been deceived, I immediately contacted Chase Bank and reported the fraud. Importantly, the transaction occurred after the daily processing cutoff and had not yet settled through the banking system. At the time I contacted Chase, there was an estimated XXXX hour window before the funds would be transmitted and become unavailable for recovery. During that call, I specifically requested that Chase immediately contact the receiving bank, XXXX XXXX, to freeze or intercept the funds before settlement. Chase declined to do so and informed me that they would instead use their standard recall procedures. I subsequently contacted XXXX XXXX directly and was informed that XXXX XXXX could not take action based on a request from me and that intervention would require direct bank-to-bank communication initiated by Chase. Despite having timely notice of the fraud and a clear opportunity to attempt recovery before settlement, Chase refused to take immediate action. My complaint is not merely about the fraud itself. My complaint is that Chase failed to take reasonable steps to mitigate a known and active fraud loss after receiving prompt notice from its customer. As a result of Chases failure to act : I suffered a direct financial loss of {$2500.00}. I was unable to meet important financial obligations. I fell behind on my mortgage payments. I was forced to enter into a mortgage forbearance program. Multiple accounts became delinquent or late. My credit score suffered significant damage. I incurred additional financial stress and hardship that could have been avoided had Chase acted during the critical recovery window. I am particularly concerned that Chase failed to recognize the clear indicators of financial exploitation. The fraud involved impersonation, urgency, manipulation, and deceptive instructions designed to induce transactions under false pretenses. As an older customer, I believe these circumstances warranted heightened scrutiny and escalation by Chases fraud department. I respectfully request that the CFPB investigate the following : Whether Chase followed its own fraud-response procedures after receiving immediate notice of the incident. Why Chase declined to initiate direct bank-to-bank intervention with XXXX XXXX when there was still an opportunity to attempt recovery of the funds. Whether Chase adequately investigated the matter after being notified that the transactions were induced through fraud and deception. Whether Chase met its obligations to protect customers from financial exploitation and to mitigate losses once notified of active fraud. Whether Chases refusal to provide reimbursement was appropriate under the circumstances. I am requesting that Chase reconsider reimbursement of the {$2500.00} loss and provide a full written explanation of the actions it took, the actions it chose not to take, and the reasons for those decisions.

Company response to consumer: Closed with explanation