Consumer complaint received 2025-07-19 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:
Consumer Financial Protection Bureau XXXX. XXXX  XXXX XXXX  XXXX DC XXXX XXXX. Subject : Complaint Regarding Denied Fraud Claims Chase Bank Debit Card Ending in XXXX Dear Consumer Financial Protection Bureau, I am submitting this formal complaint regarding JPMorgan Chase Banks denial of multiple fraudulent transaction claims tied to my checking account. Despite timely reporting and documented inconsistencies, Chase has provided conflicting decisions on similar claims and failed to resolve the matter in a fair or consistent manner. 

Background On XX/XX/year>, I lost possession of my Chase debit card ending in XXXX, linked to checking account number XXXX. 
On XX/XX/year>, while visiting the Chase branch in XXXX, CA, I discovered unauthorized withdrawals totaling {$500.00}, made on XX/XX/XXXX. I reported the card lost that same day, and Chase issued a replacement card which, notably, retained the same last four digits : XXXX. 


Initial Claim and Denial Claim Ref : XXXX On XX/XX/year>, I contacted Chase to dispute the {$500.00} in unauthorized charges. During the call, I was asked if I had the card ending in XXXX, and I answered " yes, '' referring to the replacement card. 

On XX/XX/year>, the claim was denied on the grounds that I possessed the card, and Chase concluded I had authorized the charges. 

On XX/XX/year>, I appealed the denial by phone, explaining the misunderstanding that my yes referred to the replacement card, not the lost original. I was informed the case would be reviewed within XXXX business days. However, I received no follow-up, no update, and no correction. 

On XX/XX/year>, I followed up again and was told the appeal had been denied. It was evident the bank had failed to distinguish between the original and replacement cards. 


Subsequent Fraud Claims Approved - Claim Ref : XXXX Claim Ref : XXXX Following the initial denial, I reviewed my account history and identified additional unauthorized charges, all linked to the lost card. 

On XX/XX/year>, I submitted new claims for the following transactions : - XX/XX/XXXX {$110.00} at XXXX - XX/XX/XXXX {$110.00} at XXXX - XX/XX/XXXX {$34.00} at a bookstore - XX/XX/XXXX {$16.00} at XXXX - XX/XX/XXXX {$20.00} at a cable provider Chase investigated and refunded these transactions, including a {$34.00} overdraft fee, acknowledging they were fraudulent. This further confirms Chase recognized the card had been compromised. 


Unjustified Reversal of Credited Refunds On XX/XX/year>, I discovered a {$210.00} shortage in my account. The XXXX XX/XX/XXXX XXXX charges, previously refunded, had been re-debited on XX/XX/XXXX, reversing claim XXXX. 

On XX/XX/XXXX, I contacted Chase and was told this reversal was based on evidence that the card ending in XXXX was used on XX/XX/XXXX for XXXX {$2.00} transactions. However, this overlooks the fact that those XX/XX/XXXX transactions were made using the replacement card not the lost card that had been used in the XXXX fraud. 


Summary of Issues Claim Category : Checking or Savings Account > Problem Using a Debit or ATM Card > Problem with a Purchase on Your Statement Actions Taken with Chase Bank : - XX/XX/XXXX : Filed initial claim denied due to card possession misunderstanding - XX/XX/XXXX : Appealed and clarified card confusion no response - XX/XX/XXXX : Filed additional fraud claims refunded - XX/XX/XXXX : XXXX approved charges reversed without valid justification - XX/XX/XXXX : Contacted Chase for clarification unsatisfactory response - XX/XX/XXXX : Sent formal letter of complaint to Chase no reply Requested Resolution I respectfully request the following : - Reimbursement of {$760.00} in unauthorized charges - Refund of a {$35.00} overdraft fee - Compensation for any additional fees or harm resulting from these unresolved issues Total amount requested : {$800.00} minimum Additionally, I request that Chase : - Acknowledge these transactions originated from a lost and compromised debit card - Differentiate clearly between the original and replacement cards ending in XXXX - Apply a fair, consistent standard when reviewing all related claims Supporting Documentation Attached : - Annotated bank statements highlighting disputed charges - Log of phone calls and communications with bank representatives Thank you for your time and attention. I appreciate your assistance in ensuring that this matter is resolved justly and in accordance with consumer protection standards. 

Sincerely, XXXX XXXX XXXX XXXX XXXX with Chase Bank XXXX # XXXX Date : XX/XX/year> Method : Phone ( Chase Customer Service ) Subject : Initial Fraud Claim Submission Summary : I contacted Chase to file a fraud claim for {$500.00} in unauthorized transactions made on XX/XX/year>. During the call, I was asked if I had the card ending in XXXX, to which I responded yesreferring to the replacement card issued after the loss of the original. This answer was later misinterpreted. 


Call # XXXX Date : XX/XX/year> Method : Phone ( Chase Customer Service ) Subject : Follow-Up on Claim Decision Summary : I received notification that my initial fraud claim had been denied. Chase cited possession of the card as the reason, assuming I had authorized the charges. The denial was based on the misinterpretation of my previous statement regarding card possession. 


Call # XXXX Date : XX/XX/year> Method : Phone ( Chase Customer Service ) Subject : Appeal of Denied Fraud Claim Summary : I contacted Chase to appeal the denial of the {$500.00} fraud claim. I explained the misunderstanding : that I had been referring to the replacement card, not the original card reported lost. I was told the case would be reviewed and a response would be provided within XXXX business days. I did not receive any follow-up. 


Call # XXXX Date : XX/XX/year> Method : Phone ( Chase Customer Service ) Subject : Confirmation of Appeal and Clarification Summary : Later the same day, I called again to ensure that my clarification had been recorded and the appeal was properly submitted. I was assured that my explanation had been added to the case file and sent to the dispute review team. 


Call # XXXX Date : XX/XX/year> Method : Phone ( Chase Customer Service ) Subject : New Fraud Claims Submitted Summary : I placed a third call that day to report XXXX additional unauthorized transactions made between XX/XX/XXXX and XX/XX/year>. The representative opened a new set of claims for these transactions, which were later refunded. The charges included : XX/XX/XXXX {$110.00} at XXXX XX/XX/XXXX {$110.00} at XXXX XX/XX/XXXX {$34.00} at a bookstore XX/XX/XXXX {$16.00} at XXXX XX/XX/XXXX {$20.00} at a cable provider Call # XXXX Date : XX/XX/year> Method : Phone ( Chase Customer Service ) Subject : Follow-Up on Appeal Status Summary : I called to follow up on the appeal I had submitted on XX/XX/XXXX. I was informed that the appeal had been denied. No valid explanation was provided, and it remained clear that Chase did not distinguish between the original lost card and the replacement card. 


Call # XXXX Date : XX/XX/year> Method : Phone ( Chase Customer Service ) Subject : Dispute of Reversal of Refunded Charges Summary : I called Chase after discovering that XXXX previously refunded charges ( {$110.00} and {$110.00} from XX/XX/XXXX ) had been re-debited from my account on XX/XX/XXXX. Chase cited XXXX {$2.00} transactions on XX/XX/XXXX as evidence that I had used the card. I explained that those XX/XX/XXXX transactions were made using the replacement card, not the original card involved in the XXXX fraud. The explanation was not acknowledged. 


Summary : This call log reflects my timely and persistent efforts to : Report unauthorized transactions Clarify Chases misunderstanding regarding card possession Appeal unjustified claim denials Seek correction of improper charge reversals Despite these repeated efforts, Chase failed to conduct a fair and consistent review of my claims, resulting in continued financial harm and lack of resolution.

Company response to consumer: Closed with monetary relief