Consumer complaint received 2025-06-08 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:
To Whom It May Concern, I am submitting this complaint regarding Chase Bank, where I opened my first checking account less than a year ago. I chose Chase because of its strong reputation for customer service, account protection, and convenience. Unfortunately, my experience has been extremely disappointing due to a series of unauthorized transactions and Chases failure to detect, prevent, or appropriately resolve them. 

On XX/XX/XXXX, I received a text from Chase asking whether I had authorized a transaction. I had not. I followed the instructions and called the number provided, but was immediately asked for sensitive account information. I hesitated, given how common scams involving text messages have become. Since it was XXXX XXXX and Chase branches were closed, I called the number on the back of my debit card. I spent hours being transferred between departments. No representative took ownership of my case or provided a clear resolution. 

Eventually, I was told that my account had been used for a series of unauthorized transactions over the course of several weeks. I had received no prior alerts or warnings. It was only on XX/XX/XXXX that I was finally notified. I also learned that a checkbook had been ordered from my account and mailed to an entirely different name and address. The name used was XXXX XXXX, and the checkbook was sent to Texas ( XXXX XXXX XXXX XXXX, TX ). I live in New York, and the name and address had no connection to me. I do not understand how Chase allowed a checkbook to be sent to an unverified individual in a different state without first contacting me. 

The transactions were made under variations of the same name, including XXXX, XXXX, and XXXX. These occurred on at least XXXX separate dates, and some of them were declined. This pattern should have triggered Chases fraud detection system. Still, I was not alerted until the most recent attempt. 

On XX/XX/XXXX, I reported the fraud and received a refund for the unauthorized checkbook order. I also filed claims to recover the funds from the fraudulent transactions. While Chase did approve and reimburse some of the charges, others were denied without a clear explanation. This is especially troubling since the denied and approved transactions all followed the same pattern and involved the same names. 

Here are the outcomes of the claims I filed : XX/XX/XXXX XXXX {$510.00} ( XXXX ) - Denied {$310.00} ( XXXX ) - Denied {$150.00} ( XXXX ) - Denied XX/XX/XXXX XXXX  {$13.00} ( XXXX ) - Denied {$33.00} ( XXXX ) - Denied XX/XX/XXXX XXXX {$310.00} ( XXXX ) - Approved {$310.00} ( XXXX ) - Approved {$310.00} ( XXXX ) - Approved XX/XX/XXXX XXXX {$310.00} ( XXXX ) - Approved {$310.00} ( XXXX ) - Approved {$310.00} ( XXXX ) - Approved I am requesting that Chase re-review the denied claims. The repeated use of similar names, the pattern of high-dollar transactions, and the fact that Chase approved similar charges on later dates all suggest that these were connected as part of the same fraud. Chase failed to alert me in a timely manner and did not prevent multiple unauthorized transactions, even after some were unsuccessful transactions. 

I trusted Chase to protect my finances and personal information. In response to this, they approved, as outlined above, XX/XX/XXXX requests for a refund and opened a new account for me. Their handling of this matter has caused me financial harm and a loss of confidence in their services and I fear it will happen again. I ask that the Consumer Financial Protection Bureau assist in ensuring a fair and complete resolution, including reimbursement for the remaining unauthorized charges.

Company response to consumer: Closed with monetary relief