Consumer complaint received 2026-05-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
Formal complaint regarding Chase checking account for Regulation E violation, wrongful denial of fraud claim, and agent misconduct. FACTS : During a recent relocation I lost my Chase debit card. It was recovered the next day. During that window, 19 unauthorized transactions totaling {$7200.00} posted to my account. I did not make, authorize, or furnish my card to anyone including any family member for any of these transactions. I reported the loss and unauthorized charges to Chase promptly upon discovery on XX/XX/year>. My account now carries a negative balance of approximately - {$350.00}, exposing me to additional overdraft fees on funds that never should have left my account. CHASE WRONGFULLY DENIED THE CLAIM in apparent violation of : - Electronic Fund Transfer Act, 15 U.S.C. 1693 - Regulation E, 12 C.F.R. Part 1005 Under 12 C.F.R. 1005.2 ( m ), an " unauthorized electronic fund transfer '' includes a transfer by a person other than the consumer without actual authority and from which the consumer receives no benefit. Transactions made with a lost or stolen card by someone the consumer did not furnish the card to fall squarely within this definition. Under 12 C.F.R. 1005.6, my liability is strictly limited by federal statute not by Chase 's internal policy. Under 12 C.F.R. 1005.11, Chase was required to : ( a ) conduct a good-faith investigation, ( b ) complete it within 10 business days OR extend to 45 days only with provisional credit, ( c ) provide a written explanation of any denial, and ( d ) provide the documents relied upon upon request. I have received none of these in a form meeting federal requirements. AGENT MISCONDUCT : 1. On a recorded call, the agent handling my claim was laughing and joking while discussing {$7200.00} in unauthorized transactions. Treating a fraud claim of this size as entertainment is unacceptable and demonstrates bad-faith handling. 2. When I requested a supervisor, the agent instructed me to call back in exactly 14 minutes. I called back at the exact time instructed. The operator stated the department was closed and to call back the next day. This was either a deliberate misdirection to block escalation before close of business, or a false statement by the agent. Either way it is evidence of bad-faith claim handling. I am formally requesting Chase pull and review all call recordings tied to my claim. I have documented dates, times, and substance of every call. LITIGATION HOLD : Chase is on formal notice to preserve : all call recordings, agent notes, internal case messages, case file documents, transaction logs, device authentication records, IP/location data, and authorization records tied to the 19 disputed transactions. DESIRED RESOLUTION : 1. Full reimbursement of {$7200.00} in unauthorized transactions 2. Reversal of all related overdraft fees and restoration of account to positive balance 3. Written Regulation E-compliant explanation per 12 C.F.R. 1005.11 4. Review of agent conduct on my claim 5. Written response within 15 days as required If not resolved, I will pursue : OCC complaint, Virginia Attorney General Consumer Protection complaint, and civil action under 15 U.S.C. 1693m for actual damages, statutory damages, costs, and attorney 's fees. Date of original report to Chase : XX/XX/year>.

Company response to consumer: Closed with explanation