Consumer complaint received 2025-12-27 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:
Subject : Unauthorized ATM Withdrawals and Banks Denial of Fraud Claim Despite Immediate Reporting On XX/XX/year>, I received a fraud alert asking whether I authorized a {$500.00} transfer. I immediately knew the transaction was not authorized. Within minutes of receiving that message, I logged into my accounts and discovered multiple unauthorized transactions. 

Several other transactions occurred during this time. That I did not authorize. I immediately called my banks customer service line and spoke with a representative named XXXX, where I reported the fraudulent activity as soon as I became aware of it. During that call, I informed the bank that I had not authorized any of the transactions, including ATM withdrawals. 

I was instructed that I needed to go into a branch to proceed further. Because it was already late on Friday, XX/XX/XXXX, I was unable to visit a branch until the following day, Saturday, XX/XX/XXXX, at which point I reported in person and filed fraud claims with a branch associate. 

On Monday, XX/XX/XXXX, I returned to the branch because I was never informed how or when I would receive a replacement debit card following the reported fraud. 

On Friday, XX/XX/XXXX, I returned to the branch again after discovering that the partial provisional credit was deposited into an entirely different accountone that was not involved in the fraudulent transactions. I had to request that this error be addressed. 

The bank later provided a partial credit as a courtesy, but has since denied reimbursement for the remaining fraudulent ATM withdrawals. The bank claims that because the withdrawals were made using a new debit card I never received and my existing PIN, they are not liable. 

In addition to the above, I experienced repeated follow-up issues that further demonstrate deficiencies in the banks handling of this matter. 

These additional errors caused unnecessary delay and confusion and indicate a lack of proper account review and communication throughout the banks investigation process. 

The combination of unauthorized transactions, denial of reimbursement, misdirected credits, and repeated branch visits reflects a pattern of inadequate investigation and account handling I am still missing money that was fraudulently taken from my accounts. 

I strongly dispute this determination for the following reasons : I never received the new debit card that was used. 
I did not authorize any of the ATM withdrawals. 
I reported the fraud immediately, within minutes of receiving the alert.

The use of a PIN does not prove authorization, especially when a replacement card was intercepted or compromised before delivery.

I complied fully with all reporting requirements under the Electronic Fund Transfer Act ( Regulation E ). 

I believe the bank failed to properly investigate how a debit card I never received was activated and used, and failed to protect my account from unauthorized access. Denying my claim places the burden of criminal activity on me, despite my immediate action and lack of negligence.

I am requesting that the CFPB review this matter and require the bank to : Conduct a proper investigation into the issuance and use of the replacement debit card Reimburse me for all unauthorized withdrawals Correct any records that suggest I authorized these transactions

Company response to consumer: Closed with explanation