Consumer complaint received 2025-12-09 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
Account Status : Joint Account Holder Summary : I am filing this complaint because Chase mishandled an unauthorized electronic fund transfer after my account was fully taken over by a scammer. Despite submitting clear evidence of fraud, Chase only partially restored my funds and denied full recovery, causing significant financial hardship. 

Details of Unauthorized Activity : On XX/XX/year>, a scammer gained full access to my Chase account. They : Changed my Chase login credentials Reversed two auto loan payments Reversed my rent payment Added a fraudulent XXXX recipient ( XXXXXXXX XXXX XXXX XXXX XXXXXXXX ) Sent an unauthorized {$2000.00} XXXX transfer None of these transactions were authorized by me. The scammer impersonated a Chase Fraud Department representative using a valid Chase caller ID ( XXXX ) and identified himself as XXXX XXXX. I provided Chase with a full transcript of this call as evidence. 

Chases Response : Chase acknowledged fraud occurred and restored the two auto-payment reversals. 

Chase did not restore the fraudulent rent reversal or the {$2000.00} XXXX transfer. 

Chase denied my claim on the grounds that the fraudulent transactions were done from my device, asserting that because the activity originated from my device, they consider the transactions authorized. 

Chase also stated they do not have recovery rights because XXXX is a third-party service. 

Chase issued the denial without providing the required written explanation or any evidence supporting their decision. 

Subsequent communications indicated the matter was being worked on, but no resolution has been provided. 

Impact : My account has since been closed. 

I am experiencing financial hardship, including being unable to pay rent due to the fraudulent reversal. 

Chases partial correction demonstrates inconsistent and improper handling of a clear case of account takeover. 

Legal Basis : Under Regulation E ( 12 CFR 1005.2 ( m ) ), these transfers are unauthorized because they were initiated by someone who gained access to my account without authority. Although the scammer instructed me to log in with a new password, I did not authorize any of the fraudulent actions. The scammer added the XXXX recipient, executed all unauthorized transfers on their end, and submitted claims to reverse two auto payments and the XXXX rent payment. Chase is legally required to correct all unauthorized transfers and restore my account to its pre-fraud balance. 

Requested CFPB Action : I request that the CFPB require Chase to : Fully investigate this matter under Regulation E Restore my account to its pre-fraud balance Reimburse all unauthorized transfers, including the rent reversal and the {$2000.00} XXXX transfer Remove negative balances and all fees resulting from the fraud Provide the legally required written explanation for their original denial Additional Notes : This was a full account takeover, not a voluntary transaction or merchant dispute. A Chase bank manager has acknowledged that the activity on my account was the result of an impersonation scam. All supporting evidence I have, including the call transcript and a detailed timeline of my attempts to resolve the matter with Chase, has been documented and is available.

Company response to consumer: Closed with monetary relief