Consumer complaint received 2025-08-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
I am writing to file a formal complaint against JPMorgan Chase Bank regarding their mishandling of a Regulation E error resolution process related to several unauthorized transactions on my debit card. 

Summary of Events : On XX/XX/year>, I traveled to XXXX XXXX, XXXX. Upon arrival, I used my Chase debit card once to withdraw cash from an ATM located inside the airport. That was the last time I used the card. On XX/XX/year>, I discovered that my debit card was missing and, upon checking my account, found five unauthorized charges, each in the amount of {$370.00} ( XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX ), totaling {$1800.00}. These transactions occurred in XXXX, a city I never visited during my trip. 

I immediately reported my debit card as lost/stolen and filed a fraud claim with Chase. Despite submitting documentation to support my caseincluding credit card transactions and XXXX XXXX receipts showing my location was nowhere near XXXXChase denied my claim, stating that the transactions were considered " authorized. '' I then requested the documentation Chase relied upon to make their determination, as is my right under 12 CFR 1005.11 ( d ) of Regulation E. Instead of providing this documentation, I received a generic letter stating : Upon our review your claim was denied based on information available to us at the time of the decision and/or previous account activity. 

Attached to this letter were only copies of the original denial letters. I called Chase and spoke with a supervisor who informed me that a PIN was used and that, due to the timestamp of the transactions, they believe my ATM withdrawal occurred between the fraudulent charges. This is not possible, as I was in transit and on a plane prior to that ATM withdrawal. 

I again asked for all documentation used in their investigation and any analysis used to determine " authorization. '' I was again sent the exact same boilerplate denial letter, with no actual documentation or investigation materials included.

When I called a third time, I was told the claim was closed and that no further information could be provided.

Regulation E Violation : Under Regulation E 1005.11 ( d ), if a financial institution determines there was no error, they are required to provide an explanation of the findings and, upon request, copies of the documents that the institution relied on to make its determination. 

Chase has repeatedly and willfully refused to provide me with these documents. Furthermore, under 12 CFR 1005.2 ( m ), even if a PIN was used, it does not automatically render a transaction " authorized '' especially in the case of a lost or stolen card where the consumer did not provide actual authority for its use.

I am attaching the following in support of this complaint : Copies of all denial letters received from Chase and my submitted supporting documentation ( ATM receipt, XXXX rides showing we went from XXXX XXXX to XXXX XXXX on XX/XX/XXXX and then from XXXX XXXX to XXXX on XX/XX/XXXX, and receipts showing I was in XXXX on XX/XX/year> ) I look forward to your prompt attention to this matter and sincerely hope you will hold Chase accountable for its failure to follow federal regulations designed to protect consumers. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief