Consumer complaint received 2025-12-30 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: AZ

Complaint narrative:
I am filing a complaint regarding Chase Banks improper denial and handling of my fraud dispute involving unauthorized debit card cash-back transactions and ATM withdrawals from my Chase checking account, totaling {$7600.00}. Chase opened claim # XXXX and and later denied it, stating that the transactions were processed according to the information you provided or was authorized. 
I did not authorize, approve, initiate, or benefit from these transactions. I was not in the vicinity [ see affidavit of XXXX ] of the merchant/ATM locations when approx. XXXX {$100.00} cash- back transactions and XXXX ATM withdrawals were made totaling approx. {$400.00}. 
Chase requested additional documentation. I acted promptly and in good faith by filing an FTC identity theft report, filing a police report, submitting sworn affidavits, and providing the requested materials. 
Chase has repeatedly stated they did not receive the documentation even after multiple re-submissions by members of a Chase Bank and from different Chase branches. [ see timeline ] This fraud was reported to Chase when I received the initial phone call about fraud on my account on XX/XX/XXXX [ see phone records of inbound call. ] XX/XX/XXXX Chase sent me a new card, [ see bank statement for new card charge ] but did not close the compromised card, therefore, further fraud was committed on XX/XX/XXXX. 
XXXX Chase Bank employees confirmed this was fraud, including XXXX at [ XXXX and XXXX branch ] ; letter on my app on XX/XX/XXXX when my acct was initially credited for the ATM withdrawals ; XX/XX/XXXX told by another Chase Bank employee this was obviously fraud, XX/XX/XXXX Chase Bank Assistant Vice President XXXX XXXX [ XXXX and XXXX branch ] who told me this was clearly fraud. 
However, Chase continued to deny that they received my documentation.

Chase denied my claim stating that a chip-enabled card was present.

After Chases initial denial, I reasonably relied on Chases representations that the transactions were authorized and that the matter was closed. At that time, I was not aware of my specific rights under the Electronic Fund Transfer Act and Regulation E, including my right to request the documents Chase relied upon or to challenge the assumption that a chip-enabled, or card-present denial establishes authorization.

Chase itself re-engaged on the matter in response to a XXXX  complaint and then opened an executive complaint ( Complaint No. XXXX ), confirming that the issue was not final. 
Chase again denied the claim stating that a chip-enabled card was used within the geographical area. 
Chase has not demonstrated that I knowingly or voluntarily participated in the transactions. Authorization under the Electronic Fund Transfer Act requires intentional consent to the transaction itself. Neither card-present indicators nor geographic proximity substitute for proof of authorization. 
Card-present fraud can occur through theft, temporary possession, or cloning. None of these scenarios constitute authorization. 
The passage of time did not prejudice Chases ability to investigate, as all relevant transaction records, card issuance and shipping records, and internal logs were within Chases control throughout.

Company response to consumer: Closed with explanation