Consumer complaint received 2026-05-28 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: CA

Complaint narrative:
I am submitting this complaint regarding multiple unauthorized transactions and inconsistent fraud claim determinations on my joint Chase checking account. On XX/XX/year>, access to my debit card, identification documents, and mobile phone was lost. Beginning on XX/XX/year>, unauthorized activity started occurring on the account across multiple states, including Florida, Georgia, Louisiana, Mississippi, and Alabama. The disputed activity included : * ATM cash withdrawals * casino transactions * hotels and travel-related purchases * gas stations and restaurants * online and point-of-sale debit card transactions The account involved is a joint account, and both account holders were physically located in California during the disputed transaction period XXXX Supporting documentation was submitted showing that both account holders were working and present in California while the disputed transactions were occurring in other states. The evidence submitted to Chase included : * work timesheets and employment records for both account holders * FTC Identity Theft Report documentation * California XXXX replacement identification documentation * transaction histories and fraud claim records * supporting timeline information regarding when the items were lost and when the unauthorized activity began The timeline is consistent : * Access to the debit card, phone, and identification was lost on XX/XX/year>. * Unauthorized activity began on XX/XX/year>. * The fraud was reported to Chase on XX/XX/year>, after the full extent of the unauthorized transactions was discovered. Chase approved certain fraud claims involving ATM withdrawals arising from this same sequence of unauthorized activity. However, Chase denied related debit card and merchant transaction claims occurring during the same timeframe and geographic travel pattern. I do not understand the inconsistent determinations because the approved and denied claims all arose from the same continuous unauthorized activity following the loss of the debit card, phone, and identification documents. The denied transactions involve activity occurring across several southern states while both account holders were physically present and working in California. This geographic inconsistency was documented and submitted to Chase during the investigation and reconsideration process. I requested reconsideration and provided additional supporting evidence, but the denied claims were upheld without adequately addressing the conflicting evidence or explaining why some related claims were approved while others were denied. I respectfully request : * a full reinvestigation of the denied claims * review by Chases executive escalation or executive resolution team * clarification regarding the basis for approving some claims while denying related transactions from the same incident * copies of the evidence relied upon in denying the claims, including whether Chase relied on ATM footage, chip/PIN usage, device authentication records, or other account access information * reimbursement for unauthorized transactions determined to be part of the same fraud incident I am willing to fully cooperate with any additional investigation and provide any further supporting documentation requested.

Company response to consumer: Closed with explanation