Consumer complaint received 2026-03-24 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: CA

Complaint narrative:
Subject : Additional Information for Complaint ID : XXXX Complaint Against JPMorgan Chase Bank Violation of Electronic Fund Transfer Act ( EFTA ) and Improper Fraud Claim Denial Dear Sir or Madam, I am submitting additional information in support of my existing complaint regarding unauthorized transactions and the improper denial of my fraud claim by JPMorgan Chase Bank XXXX On XX/XX/year>, my mobile phone and debit card were stolen. Unauthorized transactions, including Apple Cash transfers, were conducted shortly after the theft. I reported the incident to Chase Bank immediately upon discovery, well within the timeframe required under the Electronic Fund Transfer Act ( EFTA ). Timeline of Events : XX/XX/year> XXXX PM : I was at The Chapel in XXXX XXXX and made a single authorized purchase of {$18.00}. This was the last transaction I personally authorized. XXXX AM : I noticed that my phone was missing. Morning ( XXXX XXXX ) : I filed an insurance claim for my stolen phone. Upon checking my belongings, I discovered my debit card was also missing. I immediately contacted Chase Bank, reported the theft ( got their email a day after confirming my fraud claim ), and was informed that unauthorized transactions had already occurred. I requested that my card be locked and filed a fraud claim immediately. While I initially reported the issue to Chase Bank, I contacted Apple Cash shortly thereafter once I understood a separate report was required. My priority at the time was securing my financial accounts. Nature of Unauthorized Activity : The following Apple Cash transactions were made without my authorization : {$500.00} at XXXX AM {$1000.00} at XXXX AM {$200.00} at XXXX AM {$100.00} at XXXX AM These transactions occurred within a span of approximately XXXX minutes, which is highly indicative of fraudulent activity. Additional UNAUTHORIZED transactions made after : XX/XX/year> XXXXXXXX XXXX : - {$5.00} XX/XX/year> XXXX XXXX XXXX XXXX XXXX : - {$58.00} XX/XX/year> - XXXXXXXX XXXX : - {$25.00} XX/XX/year> XXXX : - {$48.00} XX/XX/year> XXXX # XXXX XXXX XXXX XXXX, CA XXXX XXXX {$82.00} XX/XX/year> XXXX # XXXX, XXXX XXXX, CA XXXX XXXX {$74.00} XX/XX/year> Apple Cash transfer ( XXXX Infinite Loop, CA ) : - {$100.00} XX/XX/year> Apple Cash transfer ( XXXX Infinite Loop, CA ) : - {$200.00} XX/XX/year> Apple Cash transfer ( XXXX Infinite Loop, CA ) : - {$990.00} XX/XX/year> XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX XXXX {$22.00} XX/XX/year> XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX XXXX {$22.00} XX/XX/year> XXXX XXXX XXXX XXXXXXXX, XXXX XXXX, CA XXXX XXXX {$18.00} Issue with Chase Banks Determination : Chase Bank denied my claim XXXX stating that the transactions were authorized. This conclusion is incorrect and unsupported. At the time these transactions occurred : My phone and debit card had been stolen I did not have possession or control of my device or card I did not initiate or authorize any of these transactions The fact that transactions were completed using my credentials or device does not make them authorized. It demonstrates unauthorized access due to theft. Under the Electronic Fund Transfer Act, consumers are not liable for unauthorized electronic fund transfers when reported promptly. I fulfilled my obligation by reporting the incident immediately upon discovery. Deficiencies in Chase Banks Investigation : Chase Bank failed to conduct a reasonable investigation, including : Failing to account for the documented theft of my phone and debit card Failing to explain how I could have authorized transactions without possession of my device Failing to provide evidence that I personally authorized these transactions Supporting Evidence Provided : Police report documenting the theft Insurance claim filed the same day confirming phone theft Screenshots of unauthorized Apple Cash transactions Screenshots of unauthorized debit card activity

Company response to consumer: Closed with explanation