Consumer complaint received 2026-04-14 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: NY

Complaint narrative:
Multiple unauthorized charges were made on my Chase checking account through XXXX, XXXX, and XXXX without my authorization. I reported the fraud to Chase when I noticed the charges. Due to my long term vision impairment and recent eye XXXX resulting in XXXX XXXX, many of these charges could have gone unnoticed entirely. My limited eye visibility made it extremely difficult to monitor my account activity, yet Chase used my XXXX against me rather than accommodating it. I have a known long-term vision impairment and recently underwent XXXX XXXX resulting in corneal XXXX. I requested that Chase read my transactions to me as a reasonable accommodation. Chase explicitly refused and stated they do not provide phone accommodations. Chase then directed me to their mobile app which does not function in accessibility mode and goes completely white and unusable. Chase blocked every channel through which I could access my own account information and then denied my claims because I could not provide information they refused to help me access. This is a violation of the Americans with Disabilities Act. Chase also repeatedly demanded medical documentation of my XXXX as a condition of processing my dispute, which is not required under Regulation E and violated my medical privacy rights. Chase denied my claims stating no password was changed. XXXX, XXXX, and XXXX do not require a password, PIN, or account access to process charges. They require only a card number, expiration date, and CVV. A password change is completely irrelevant to fraud on these platforms. Chase also falsely stated that one of my disputed transactions required a PIN. None of them do. All three are card-not-present transactions. Chase failed to accurately document the transactions I disputed and applied false reasoning to deny them. Chase stated they contacted XXXX during their investigation. This was false. I contacted XXXX XXXX directly on XX/XX/year> and spoke with XXXX from XXXX Payment and Wallet Support. XXXX confirmed Chase never contacted them and that due to privacy policy they can not discuss customer information with outside parties under any circumstances. The information Chase claimed to obtain from XXXX never existed. Chase fabricated their investigation. XXXX XXXX XXXX XXXX documents this confirmation in writing dated XX/XX/year> at XXXX AM. Chase admitted they never contacted XXXX, XXXX, or XXXX and stated they could not do so without my help. Under Regulation E the obligation to investigate rests entirely with Chase. Chase gathered no evidence, contacted no merchants, and conducted no real investigation. Chase changed their denial reasoning every time I challenged them cycling through XXXX XXXX, password changes, PIN requirements, and merchant contact as justifications. This pattern of shifting rationale is bad faith claims handling. Chases conduct during my surgical recovery caused my eye pressure to increase to dangerous levels. I am experiencing eye pain and high intraocular pressure which for a corneal XXXX patient can result in permanent vision loss. Chases failure to accommodate my XXXX and their pattern of bad faith denial did not just harm me financially. It endangered my eyesight. Chase fabricated an investigation, lied about contacting XXXX, never contacted any merchant, violated the ADA, demanded my medical records unlawfully, and denied legitimate fraud claims on a XXXX customer recovering from XXXX XXXX. There was no investigation. There was no valid basis for denial. There was only misconduct that caused me financial harm and endangered my health.

Company response to consumer: Closed with explanation