Consumer complaint received 2025-04-18 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: NY

Complaint narrative:
On XX/XX/2025, I saw a fraudulent charge under my account, the fraud transaction was on a debit card. I was scared and freaked out and immediately went to my local Chase branch and had a banker help me call and inform and explain to the fraud department that there was a fraud charge in the amount of {$3000.00}. The agent on the phone reported this claim as fraud, but then on XX/XX/2025, I received a notification stating that the fraud claim was closed. So, I personally called Chase fraud department 's number, but the agent over the phone said : " this transaction is clearly authorized, therefore we closed the case on your behalf and if anything, get in contact with the merchant. I've told the agent, that the merchant does not have an proper contact info, since I've called the merchant 's phone number and no one ever picks up the phone. Chase fraud department is violating EFTA & Regulation E, since as a consumer I am protected protected under it, if i see any fraud transactions under my deposit account. Chase is violation of CFR Part 1005 ( Regulation E ) 1005.11 Procedures for resolving errors. I am very furious, since the charge was fraudulent and Chase fraud team keeps on denying the claim. I've told them my personal and sensitive information such as : full address, date of birth, email and account logins and my full social security number was all leaked on the dark web more than 45 times and they still wouldn't help me. Regulation E is a federal regulation that protects consumers against fraudulent and incorrect electronic fund transfers ( EFTs ) to or from their bank accounts. It gives consumers a process for disputing unauthorized or erroneous EFTs, such as unapproved debit card withdrawals, and it limits consumer liability for a fraudulent debit card transaction ( s ). As stated by the CFPB, Reg E also outlines the responsibilities of financial institutions that participate in EFTs. Reg E is the implementation of the Electronic Funds Transfer Act ( EFTA ), a federal consumer protection law. But, Chase is violating this act, and therefore as a consumer I know my rights and the fraudulent debit card transaction ( s ) are clearly protected under it. I want the Chase Bank fraud claim team to reimburse my money back, since my personal and sensitive information such as : full address, date of birth, email and account logins and my full nine digit social security number was all leaked on the dark web more than 45 times. Clearly since all of my personal and sensitive info are leaked all over the dark web, the fraudsters got all my personal info, and they're compromising my personal and financial information and trying to impersonate me and making the fraud transaction ( s ) under me. I even provided supporting documents stating that my information was leaked to the dark web more than 45 times and Chase still won't help me resolve this fraud claim issue, and reimburse my money back. I've contacted them by phone a few times and every time i get the same answer, clearly they're not trying the resolve the issue, that was a fraudulent charge and they still wouldn't be willing to help at all. Chase failed to adhere to Regulation E guidelines : Misclassification of Transactions : Ignored clear evidence and documentation, repeatedly citing prior valid transaction as the basis for denial. Failure to Investigate Adequately : Relied on algorithms without reviewing submitted documents that showed my sensitive data and personal info was all leaked over the dark web more than 45 times. Improper Handling of Error Resolution : Did not provide provisional credit to this fraud claim and there was no meaningful communication or follow-up investigation. I've called them in the course of more than 10 times and the fraud department is completely useless and keeps on denying my fraud claim case! They are not willing to help me to resolve this fraud claim even when i had supporting documents sent to them. I was contacted by someone from executive and the person from executive said the decision is still made by the fraud department. Clearly the fraud department isn't doing their jobs correctly and i demand all my funds reimbursed back to me! I am a consumer with protection and all this falls under their zero liability protection, along with EFTA and Regulation E as stated on the CFPB website.

Company response to consumer: Closed with explanation