Consumer complaint received 2026-01-30 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Subject Partial Reimbursement After Unauthorized Transaction Finding JPMorgan Chase Bank , N.A . 
I am filing this complaint against JPMorgan Chase Bank , N.A . for failing to fully reimburse unauthorized electronic funds transfers after determining that the transactions were unauthorized, in violation of the Electronic Fund Transfer Act ( Regulation E ). 
On Monday, XX/XX/XXXX, my Chase savings account was compromised through account takeover and XXXX XXXX  fraud. I was actively reporting the fraud as it occurred. Chase contacted me regarding suspicious activity, and while still on the phone with its fraud department, I went in person to the Chase branch located at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX NY XXXX XXXX 
While I was physically inside the branch seeking assistance, two unauthorized transactions occurred in real time. The first transaction appeared while I was waiting for assistance. Approximately XXXX minutes after I was seated with a branch employee ( XXXX XXXX ) and showing him the first unauthorized transaction on my phone app, the second unauthorized transaction appeared in real time and was witnessed by both the branch employee and me. 
Chase initially denied my fraud claim in a letter dated XX/XX/XXXX. I submitted a written request for reconsideration on XX/XX/XXXX, while a police investigation was ongoing. A police report ( ReporXXXX XXXX XXXXXXXX ) was filed the same day as the incident. 
On XX/XX/XXXX, Chase sent me a letter stating that both transactions were determined to be unauthorized. However, Chase reimbursed only the first transaction, in the amount of {$6800.00}, and failed to reimburse the second unauthorized transaction, in the amount of {$8700.00}, despite both being found unauthorized in the same determination letter. 
I waited approximately two months and contacted Chase multiple times without resolution. On XX/XX/XXXX, at the banks request, I provided an updated police report exonerating me and identifying the perpetrator. After receiving this updated report, Chase informed me that it was now requesting an additional modification to the police report, stating that I never received the ATM card a detail that was not known at the time the original report was filed. 
Chase has conditioned completion of reimbursement on an undocumented, oral request to modify a police report, despite having already issued a written determination that the transactions were unauthorized. Chase has refused to provide this request in writing and has refused to provide written documentation of the delays or of the additional conditions it has imposed. 
In an effort to resolve this matter without regulatory intervention, I submitted a written request for a make-whole resolution prior to filing this complaint. That request was denied on XX/XX/XXXX, during a conference call held at the branch with Chase employees XXXX XXXX and claims specialist XXXX XXXX XXXX present. Reimbursement of the second unauthorized transaction remains outstanding. 
In addition to full reimbursement of the remaining unauthorized transaction, I am requesting restoration of the promotional savings account bonus that I would have qualified for but for Chases improper handling, delay, and partial reimbursement of this fraud claim, so that I am made whole.

Company response to consumer: Closed with explanation