Consumer complaint received 2026-04-14 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Between approximately XX/XX/2026 and XX/XX/2026, multiple unauthorized XXXX transfers of {$1000.00} each were sent from my business account, totaling {$2000.00}, to recipients that I did not know and did not add. These recipients appeared in my XXXX recipient list without my knowledge or consent, and I did not receive any email notification when they were added. Normally, I receive an email confirmation whenever a new XXXX recipient is added, but no such notifications were sent in these instances, indicating unauthorized activity on my account. On XX/XX/XXXX and XX/XX/2026, two separate unauthorized recipients were added and attempts were made to send additional {$1000.00} transfers ( totaling {$2000.00} ) to : * XXXX XXXX ( mobile number XXXX ), transaction number XXXX * XXXX XXXX ( email : [ XXXX ] ( XXXX : XXXX ) ), transaction number XXXX These transactions were blocked by the bank due to suspicious activity, which confirms that the banks system detected fraudulent behavior. However, other transactions of the same nature were not blocked and were processed successfully, resulting in my financial loss. This raises serious concerns as to why these two transactions were identified and stopped, while others were allowed to proceed despite presenting the same fraud indicators. These events further demonstrate ongoing unauthorized access and attempted fraud on my account. My XXXX transaction history shows that I only send money to known individuals, always include a memo describing the purpose of the payment, and have never sent a flat {$1000.00} to a new recipient. These transactions are inconsistent with my normal account activity. During this period, at least one attempted transfer was flagged and blocked by the bank as suspicious activity. However, other transfers were still processed and completed, resulting in financial loss. This demonstrates that the bank detected fraud risk but failed to prevent additional unauthorized transactions. I reported the issue to the bank and filed a fraud claim. The bank denied reimbursement, stating that the transactions were authorized because the recipients were listed in my XXXX account and that there was no new login using Face ID or fingerprint. I dispute this determination. I do not use Face ID or fingerprint authentication to access my account, so this reasoning is not valid. The presence of recipients in my XXXX list does not constitute authorization, as I did not add them. The lack of notification when recipients were added further supports that my account was compromised. The banks fraud protection measures failed, as suspicious activity was detected but not fully prevented. I should not be held responsible for losses resulting from these system failures. As a result, I suffered a total loss of {$2000.00}. I am requesting full reimbursement and a proper investigation, including IP addresses, device information, and timestamps related to the unauthorized recipient additions and transactions.

Company response to consumer: Closed with explanation