Consumer complaint received 2025-08-18 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: NV

Complaint narrative:
Complaint Against Chase Bank for Mishandled Fraud Investigation Dear CFPB, I am filing a complaint against Chase Bank regarding a serious fraud issue that has caused me severe financial and emotional distress. 

Between XXXX and XXXX of this year, my XXXX  used my Chase card without my permission, resulting in multiple unauthorized transactions totaling {$3800.00} and an item worth {$510.00} through XXXX. The XXXX account was under someone elses name, which suggests they worked together to scam me. My XXXX  has since admitted to making these transactions without my consent. with the intent of paying me back later. She also sent money into my account over the time frame stated above. She also purchased an item using my card. 

I immediately reported this to Chase upon review of my transactions. Chase claimed they investigated, but I believe no proper investigation was ever conducted. On XX/XX/XXXX, I demanded that my XXXX  contact XXXX about the fraud to get my money back. When she did, XXXX confirmed that they had not received any dispute or claim from Chase, which contradicts what Chase told me. 

Chase later closed both of my fraud cases, stating the charges were authorized, but provided no explanation as to how they reached that conclusion. One Chase representative told me that the decision was based on the fact that the XXXX username and account were in good standing. This has nothing to do with whether the transactions were authorized by me. 

Additionally : Chase reversed {$620.00} in charges back to the XXXX account, leaving me in the negative. Chase Told me they would send back the money the XXXX user sent me when I initially filed the claim. Because that is how its done in these cases is what I was told. Chase claimed those transactions were fraudulent, but then stated that the fund stolen out of my account was authorized. This makes no sense and shows their decision was inconsistent and unfair. 
Chase refused to reverse the larger charges from the same claim, even though they were part of the same set of unauthorized transactions. 
Instead of helping, Chase representatives were rude, dismissive, and treated me like a suspect rather than a victim. 
I explained to Chase that I had misplaced my card in XXXX, but they did not take this into consideration. 

Because of Chases refusal to properly handle my fraud dispute, I am left in severe financial hardship. I am XXXX XXXX XXXX, I recently lost my second job, and this experience has caused me ongoing XXXX XXXX 

I believe Chase Bank has failed in its obligation to protect me as a consumer and has not followed proper procedures in investigating fraud. I request that the CFPB review this matter and ensure Chase take accountability for their mishandling of my case, including reimbursing the full {$3800.00} in unauthorized charges. 

Sincerely, XXXX XXXX XXXX XXXX Account number : XXXX

Company response to consumer: Closed with explanation