Consumer complaint received 2026-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
Account : Chase XXXX XXXX credit card ( XXXX XXXX XXXX Company : Chase / JPMorgan Chase ( JPMorgan Chase Bank , N.A . and/or Chase Bank USA , N.A. ) Subject : Unauthorized account contact changes ; inconsistent investigation statements ; refusal to provide records without court order Complaint Narrative On the evening of XX/XX/year>, my wife and I were in XXXX, XXXX  with our family preparing to purchase event tickets and planning to visit XXXX the following day. We attempted to make a purchase using our Chase XXXX XXXX credit card, which we regularly use and on which we accrue rewards points. The transaction was declined. 

I immediately contacted Chase. During the automated verification process, I was asked to enter the last four digits of the card and my ZIP code. The system stated the ZIP code was incorrect, which caused immediate concern. I then spoke with a live Chase representative. 

The representative informed me that the address, email address, and phone number on the account had all been changed. The representative stated they could not disclose what the information had been changed to, but they could change it back. I was advised that I might be able to view the updated information online if I was still able to log in. 

Using Face ID on my phone, I successfully logged into my Chase account and observed that the account contact information had been changed to : C/O XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX I took screenshots of this information, which I can provide. 

Neither my wife nor I have ever had any contact with this law firm, nor have we had any lawsuits, judgments, powers of attorney, or debt consolidation arrangements with any law firm or third party. We have never authorized any third party to access or modify our banking information. 

During the XX/XX/XXXX call, Chase was unable to explain how or why the change occurred. I was able to confirm through my account history that the change was made by Chase on XX/XX/year>. The representative stated the department responsible for this information was closed and I would have to call back. 

On XX/XX/year>, I contacted Chase again and requested documentation explaining how this change was authorized. I specifically asked whether a Power of Attorney or similar legal authorization existed. I was told the change occurred via a batch order. The representative stated my account was part of a batch affecting multiple accounts and that Chase could not disclose further details without a court order. I requested a supervisor and asked for a formal investigation. I was told I would receive a callback within three to five days. Chase did not provide me with a complaint or case number. 

On XX/XX/year>, I received a call from a Chase representative involved in the investigation. I was told a Power of Attorney allegedly existed, but it could not be provided over the phone. I was advised that if I went to a local Chase branch, they would be able to show it to me. 

Immediately following that call, my wife and I went to the Chase branch located at XXXX XXXX XXXX XXXX, XXXX, XXXX, arriving at approximately XXXX XXXX. We met with a personal banker and then worked directly with the branch manager for nearly an hour. The branch manager attempted to locate the alleged Power of Attorney or any documentation explaining the change. She contacted multiple internal Chase departments but was unable to locate any record supporting the change or the existence of a Power of Attorney. She ultimately advised us to file a police report. 

On XX/XX/year>, I filed a police report with the XXXX Police Department regarding the unauthorized changes and related identity/fraud concerns ( Report No. XXXX ). 

On XX/XX/year>, I also initiated a follow-up call with Chase after learning Chase had already moved to close my complaint case, despite not providing documentation or an explanation for how the unauthorized account changes occurred. During this call, a Chase supervisor stated that the information regarding how my account contact details were changed was confidential and could not be disclosed to me. She further stated the prior supervisor/investigator was incorrect, and that no Power of Attorney existed related to my account. The supervisor stated that the only way Chase would release documentation or information explaining how the changes were authorized would be pursuant to a court order, despite this involving my own consumer account and personal information. These statements directly contradict prior explanations provided by Chase representatives and further demonstrate that Chase permitted material account changes without proper authorization, provided inconsistent explanations during its investigation, and refused to provide documentation related to my own account absent a court order. 

I have retained audio recordings of most of the phone calls referenced above. At the beginning of these calls, Chases automated disclosure typically states that the call may be monitored or recorded, indicating Chase is also recording calls. Despite this, on multiple occasions Chase representatives stated that I was not permitted to record the call. These statements created the impression that Chase sought to limit my ability to preserve an accurate record of the explanations being provided. I am willing to provide my recordings, dates and times, screenshots, and supporting documentation to regulators or law enforcement upon request. 

As of this report, the account information had been changed to the above-listed law firm address without our knowledge or consent. No alerts, notifications, emails, phone calls, text messages, or mailed notices were sent to us regarding these changes. Chase has not provided documentation explaining how or why this change was authorized. We believe our personal and financial information was altered without authorization, and that an unknown party impersonated us or otherwise gained improper access. We request that this incident be formally documented, investigated, and that Chase be required to provide the documentation and explanation supporting how these changes were allowed to occur.

Company response to consumer: Closed with explanation