Consumer complaint received 2025-12-16 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:
I am submitting this complaint regarding JPMorgan Chase Banks handling of unauthorized electronic fund transfers and its apparent failure to comply with federal error-resolution requirements under Regulation E.

I reported unauthorized transactions on XX/XX/year>. Since that date, Chase has denied my fraud claim twice without providing any written investigation findings, determination letters, or explanation of reasoning. For the months of XXXX and XXXX, I received no written correspondence regarding the status or outcome of the investigation. All information was provided verbally only, requiring repeated phone calls and branch visits. 

At Chases request, I submitted an extensive evidence package exceeding 40 pages in order to reopen and support my fraud claim. Chase did not provide any criteria, standards, or guidance describing what constitutes acceptable or qualifying evidence for a fraud determination. Despite complying fully with their request, my claim was denied again without written explanation identifying deficiencies in the evidence, the investigative methodology used, or the basis for denial. 

While the fraud investigation was pending, my account was frozen. I was explicitly informed that no withdrawals or bill payments could be processed during the freeze. Relying on this representation, I paid vendors out of pocket to avoid missed obligations. 

Despite this, throughout XXXX I observed electronic bill payments posting to the frozen account without prior notification, authorization, or explanation. When I raised this issue in early XXXX, a Chase representative stated these were likely automated system entries and assured me that, because the account was frozen, the payments would not be processed and would fall off during reconciliation. That did not occur. 

Instead, recent account records show that regularly scheduled electronic bill payments were honored while the account was designated as frozen. I am now also seeing what appear to be duplicate payments. I have received no written explanation for why electronic payments were processed during the freeze, why prior representations were inaccurate, or how duplicate payments occurred. 

Additionally, Chase applied a partial credit of {$1900.00} to the frozen account. No written documentation has been provided explaining how this amount was calculated, particularly given that the total unauthorized activity reported is close to {$12000.00}. I was verbally informed that the claim was closed again after this partial credit after a recent in branch visit- yet no written explanation has been provided regarding the remaining disputed transactions or why they were excluded. 

The unresolved fraud claim, inconsistent account handling, and lack of written communication have caused late payments and financial hardship. I have repeatedly requested written documentation explaining the account freeze and investigation so that I may provide it to creditors, but none has been provided.

Company response to consumer: Closed with monetary relief