Consumer complaint received 2025-05-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
Subject : {$9000.00} Unauthorized Digital Transaction on XXXX Chase Refusal Violates EFTA & Regulation E On XX/XX/year>, a {$9000.00} charge was fraudulently processed through XXXX, a platform Ive never used. XXXX is a digital marketplace for creators selling online memberships and servicesno physical goods, no in-person card usage, no authorization from me. 

This was a card-not-present ( CNP ) transactionmeaning it was completed without a physical card being inserted or tapped, and with no PIN or signature validation. My wallet was stolen, and I immediately notified Chase Bank, who opened a dispute. After several follow-ups, Chase denied my claim, citing a generic statement link and claiming I authorized the transactionwhich is completely false. 

There is no signed agreement, no IP log, no device match, no digital receipt, no login history, and no product delivered. I received nothing in return for the {$9000.00} taken, and Chase failed to contact the merchant ( XXXX ) at any point during their review which reported to me no action was taken. Even the " XXXX '' who used the merchant admitted he scammed and abused the platform stealing the money. 

Legal Grounds : Under the Electronic Fund Transfer Act ( EFTA ), 15 U.S. Code 1693, and its implementing regulation, Regulation E ( 12 CFR 1005 ) : " A consumer shall have no liability for an unauthorized electronic fund transfer if the consumer notifies the financial institution within 60 days of transmittal of the statement showing the error '' ( 1005.6 ( b ) ).

Chases denial directly violates this federal statute, as : I reported the theft and transaction immediately ; The transaction was card-not-present, not involving a physical card or PIN ; Chase provided no proof of authorization beyond a generic statement line ; And they failed to make a reasonable investigation or contact the merchant.

Even the CFPB clarifies that in the case of unauthorized digital transactions, the bank must prove the consumer actually authorized the chargenot just assume it. 

Additionally, under Regulation E Official Interpretation 1005.2 ( m ) : An unauthorized electronic fund transfer includes a transfer initiated by a person who obtained the access device from the consumer through theft... 

That is exactly what occurred. My access device ( credit card ) was stolen, and Chases response disregards both the law and basic fraud investigation protocol. 

Summary : Date : XX/XX/year> Amount : {$9000.00} Platform : XXXX Type : Unauthorized card-not-present ( CNP ) digital transaction Actions Taken : Reported immediately to Chase, dispute opened XXXX merchant never contacted Legal Violations : EFTA 15 U.S.C. 1693 Regulation E 12 CFR 1005.6 ( b ) Failure to prove authorization of CNP transaction Improper investigation and denial of claim I am demanding that this claim be fully reviewed by Consumer Affairs and escalated for proper resolution. I, the victim of theft and fraud, should not be left responsible for a {$9000.00} digital theft that I neither initiated nor benefited fromand which was improperly dismissed without legal or factual basis.

Company response to consumer: Closed with explanation