Consumer complaint received 2025-07-11 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
b'To Whom It May Concern at the CFPB:\nI am filing this complaint regarding an extensive and ongoing fraud case involving my business debit card with Chase Bank, and what I believe to be a serious failure in Chases fraud prevention, digital wallet tokenization practices, and complaint handling.\nSummary of Fraud:\nOver a period of nearly two years, a total of XXXX XXXXn unauthorized purchases were made from my Chase business checking account using a debit card that had previously been reissued. The fraudulent charges includeXXXX XXXX XXXX XXXX XXXXMiscellaneous other charges: XXXX discovered the fraud in XXXX XXXX  after conducting a full account reconciliation.\nChases Findings and Refusal to Reimburse:\nUpon contacting Chases claims department, I was told:\nThe charges were made using an older debit card number that had been reissued two years ago.\n\n\nHowever, the original card remained active in a digital wallet, which Chase failed to deactivate.\n\n\nNew fraudulent charges were made using a newly issued card, which should have raised additional red flags.\n\n\nDespite this, Chase has:\nOnly agreed to reimburse two charges (a small portion of the total fraud).\n\n\nRefused to file claims with merchants like Amazon or Instacart (despite the fact that those companies offered to cooperate for up to 24 months if Chase made the request).\n\n\nClaimed that because this is a business account, I am not protected under the same fraud protections as a consumer.\n\n\nMy Concerns:\nChase failed to fully deactivate the reissued debit card from digital wallets (XXXX XXXX XXXX allowing a bad actor to continue transacting even after the physical card was replaced.\n\n\nChase has shown an unwillingness to properly investigate the fraud and recover funds through merchant cooperation.\n\n\nI was never informed that reissued card tokens would remain active in my wallet  this is a significant risk that Chase failed to disclose.\n\n\nThey are holding me responsible for unauthorized charges made after I reported the fraud, including on a new card.\n\n\nActions Taken:\nFiled a police report (Report #: XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX  and other vendors, all of whom were willing to provide data to Chase if contacted directly.\n\n\nDocumented all charges and communications with Chase.\n\n\n\nThis experience has left me with significant financial loss and no meaningful path to recover the funds, despite my timely and comprehensive efforts to alert Chase and provide documentation. I believe their handling of digital wallet security and customer fraud claims needs regulatory scrutiny, especially where business accounts are involved.\nI respectfully ask the CFPB to investigate this matter and intervene as needed to ensure fair resolution and broader compliance from Chase Bank regarding debit card fraud and mobile wallet security practices.\nThank you for your attention and support.\nSincerely,XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation