Consumer complaint received 2023-03-14
Company: JPMORGAN CHASE & CO.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX I attempted a direct debit card transfer from my Chase Bank account checking account into my XXXX account ( the 2 accounts are linked for immediate transfers ). Please note this is XXXX the company, not a third party merchant through XXXX. I had done this numerous times before for smaller amounts and the transfers are reflected in your XXXX balance immediately and can then be used to pay different merchants, which was my intent- to place the money into XXXX directly and then pay merchants through my existing XXXX balance. I had done 3 attempts the previous day, XX/XX/XXXX for a total of {$4000.00} and there were no issues. On XX/XX/XXXX I attempted one singular attempt for {$4000.00} as opposed to three smaller amounts and the attempt was flagged by Chase. I got the email prompting me to confirm it was me attempting the transaction and if it was correct, to attempt again. I confirmed it was me and re-attempted but I got an immediate prompt from XXXX the attempt was denied. I then tried multiple times and still got the denied message so I tried for a lower amount of {$2000.00} which was also denied. Finally I tried an attempt for {$1000.00} which ultimately went through. 

The next day I noticed Chase had withdrawn not only the {$1000.00} that was accepted by XXXX from my account which was valid, but they had also taken out the {$4000.00} initial attempt which XXXX declined. I filed a claim with Chase expecting the money to be refunded quickly and after 2 weeks of fighting it and getting it temporarily placed back into my account through their claims process, they denied the claim and re-removed the funds from my account, claiming " they treat this like a money order which their claims do not cover '' - but in the real world if someone gets a money order that is never cashed, they can cancel that money order and get the funds back less a fee, so that explanation seemed poor. 

I then went into the my local Chase branch ( XXXX XXXX XXXX, XXXX, MI XXXX ) after that played out and worked directly with the branch manger who was in agreement it seemed erroneous that these funds could be removed from my account when XXXX never accepted payment. We even called XXXX where it was confirmed they never accepted the funds and all attempts for {$4000.00} had been denied. All of the time stamps matched up to the second, and the exact second of the {$4000.00} withdrawal from my Chase account, XXXX also showed an attempt at that exact time that they declined on their end. So the branch manager sent to an internal higher end escalation team. After being told we were " 90 % in the clear and just waiting for final confirmation '' - exact words from the Sr claims analyst, the claim was again denied and I never heard from this claims person again. Literally the last thing he told me was what I put in quotes. So I followed up with the branch manager who tried another internal avenue and was told " the money was sent by Chase, this is a XXXX issue ''. 

At no time during this XXXX MONTH ordeal has Chase been able to give me any single intermediary account this may have passed through or any destination the money they sent arrived to. I will provide proof XXXX declined all attempts for {$4000.00} yet Chase still removed from my account and just blames XXXX. But if XXXX never accepted the money this is absolutely a Chase issue. At this point they have essentially stolen {$4000.00} from my account- and I do not make an accusation like this without merit, I too am in the financial services industry and am disgusted at how someone can be treated and discarded like this. It's like Chase is banking on the fact I will just give up and let it go, which if it was a smaller amount, I would have. But losing {$4000.00} in this current climate is a devastating blow. I am hoping the CFPB can step in and recover this money that is rightly mine. No person should have to worry about their money disappearing when doing a legitimate transfer of founds between the biggest bank and biggest payment merchant in the country. 

I have highlighted everything on the bank statements related to this. You can even see in XXXX, every time a successful XXXX transfer had gone through it read on the statement as XXXX direct and always said " XXXX XXXX XXXX XXXX XXXX XXXX ''. The {$4000.00} that was erroneously taken out does not say that, it says " XXXX XXXX XXXXXXXX XXXX XXXX  ''. So if every one that was successful said " VISA Direct '' and the one that was taken out but not accepted by XXXX has a bunch of random numbers instead of the VISA verbiage there was clearly something that is off. I have also attached the paypal XXXX statement which only shows processed payments and you will see the {$4000.00} is nowhere on there. I also included the transaction history for XXXX showing every {$4000.00} attempt was denied and only went through when I tried it for {$1000.00}. I have included the bank statements showing when it was taken out, temporarily placed back in, and ultimately taken out for good on XX/XX/XXXX. All letters from Chase during the dispute process have been included as well as well as any XXXX chat transcripts confirming they never accepted payment. I'll also include an email from the Chase branch manager showing they tried to get a Chase person to show proof that XXXX accepted the funds and obviously they never could.

Company response to consumer: Closed with explanation