Consumer complaint received 2025-11-14 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: NY

Complaint narrative:
Re : Fraud Case and Request for Executive Review ( CFPB ref # XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, New York XXXX XXXX XXXX Date : XX/XX/XXXX To : Executive OfficeJPMorgan Chase Bank, N.AXXXX XXXX XXXX XXXX XXXX NY XXXX Subject : The Erosion of Trust A 50-Year Chase Customers Experience Dear Chase Executive Office, I am writing to you as a Chase customer of fifty years someone who has maintained three personal accounts with substantial deposits, three credit cards in excellent standing, and who paid off a 30-year mortgage in twelve years. I have never been delinquent, and my loyalty to Chase has been unwavering. Unfortunately, my recent experience involving a fraud case has left me questioning the very foundation of that trust.On XX/XX/XXXX, I reported three unauthorized transactions from my checking account : - XX/XX/XXXX $ XXXX XX/XX/XXXX $ XXXX XX/XX/XXXX $ XXXXInitially, all three fraudulent amounts were credited back to my account. However, Chase subsequently reversed the {$4900.00} credit without a clear or reasonable explanation. The remaining two transactions continue to show as pending.In addition to my personal accounts, I also serve as the XXXX  of the XXXX XXXX XXXX  XXXX XXXX XXXX XXXX, a role I have held since XXXX. Under my leadership, the corporations deposits and balances with Chase have grown substantially compared to prior years. I not only manage my own accounts, but also the corporations three Chase accounts, entrusted to me as a fiduciary and community leader. Before me, my late father & treasurer managed these same accounts with Chase beginning in XXXX continuing our familys decades-long relationship with your institution.What followed after reporting the fraud was a month of silence and confusion. Despite my repeated attempts to obtain information, I received minimal communication. When responses did come, they felt indifferent as if the burden of proof rested solely on me. It was only after I filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) and submitted extensive supporting documentation that my case began to receive attention.This experience has caused me great XXXX  and sleepless nights. After a lifetime of responsible banking and unwavering trust, I felt disregarded and blamed for something entirely outside my control. There was a time, over twenty-five years ago, when Chase offered personal, caring service when I had a banker who knew me by name and genuinely cared about my financial well-being. That level of care seems to have disappeared.I share my experience not out of anger, but deep disappointment. I hope Chases leadership reflects on how far the institution has drifted from the standards that once defined it. Long-time, loyal customers individuals and community leaders alike deserve to be treated with transparency, empathy, and respect, especially when we fall victim to fraud.I respectfully request a written response and acknowledgment from the Executive Office regarding my experience and the concerns raised in this letter. I believe this feedback is essential for Chase to better understand the lasting impact such cases have on loyal customers who have trusted this institution for generations.Respectfully, XXXX XXXX XXXX

Company response to consumer: Closed with explanation