Consumer complaint received 2022-06-01
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
XX/XX/XXXX, XXXX XXXX XXXX authorized a wire transfer from her Chase account in the amount of {$5000.00} to XXXX to pay for construction work on her familys house. 
XX/XX/XXXX, XXXX XXXX XXXX learns that the transfer has not reached her sister in XXXX XXXX She contacts Chase bank to learn the wire transfer was never executed. The bank advised her to give the process more time. 
XX/XX/XXXX, XXXX XXXX XXXX contacts Chase Bank and is told the wire transfer was on hold. 
XX/XX/XXXX, XXXX XXXX XXXX holds a face-to-face meeting with XXXX XXXX, Vice President of the Chase XXXX XXXX Texas Branch XXXX XXXX XXXX explains that the wire transaction was canceled because of US Sanctions against XXXX for the XXXX conflict. No money was transferred from XXXX XXXX account. 
XX/XX/XXXX, XXXX XXXX XXXX discovers {$5000.00} missing from her personal account. She contacts the bank and learns the bank debited the money from her account without her consent. 
XX/XX/XXXX, XXXX The Chase bank representative admits the bank made a mistake in debiting money from XXXX XXXX account after a canceled wire transfer. XXXX XXXX makes her first demand for the money to be credited back to her account. 
XXXX XXXX makes numerous calls to several Chase bank corporate departments to demand why the money was taken and the bank has failed to credit her account or investigate the matter. She is finally informed that the money never left Chase and is sitting in a corporate Chase account. In order to secure the money, she must file an application with the US Treasury Department to compel them to instruct Chase to credit her account. She files the application and receives a response that Chase failed to file a claim/case with the US Treasury Department . Therefore, there is nothing the Treasury department can do. 
XXXX XXXX XXXX XXXX holds a face-to-face meeting with XXXX XXXX at the XXXX XXXX branch to make demand for the {$5000.00}. XXXX XXXX admits the bank created the {$5000.00} transfer in error. She makes multiple attempts to escalate the matter to her corporate executive offices and wire transfer department. She keeps receiving dismissive responses from those departments. Some of the answers were for XXXX XXXX to file a complaint with the US Treasury Department or contact her Chase Bank branch manager, which she evidently had already done. During the meeting, XXXX XXXX is clearly frustrated that she is being blocked by her Chase management from resolving the matter. She also learns that Chase bank was still never filed a claim with the US Treasury department. She assures XXXX XXXX that the wire department will contact her immediately. The only correspondence XXXX XXXX receives is a standard form email stating they will work on her matter, but provide no details. XXXX XXXX makes demand that the money must be credited back into her account within 48 hours or she will file complaints with state and federal regulators and take legal action. She made this same written demand to the Chase executive department. 
XX/XX/XXXX, XXXX XXXX XXXX receives another email from Chase Wire department which is another form letter stating they will work on the matter. It is clear at this time Chase has failed to investigate the missing money even after a Bank Vice President makes numerous requests. 
All of these actions amount to fraud by Chase Bank. The organization debited money from XXXX XXXX account without her consent. Chase bank has failed to investigate the matter and credit the account. Chase Bank created numerous delay and deflective tactics to keep from performing its banking obligations. XXXX XXXX has relied on the Bank crediting her account. Because of Chase Banks deceptive trade practices, XXXX XXXX has been harmed and is making a claim for damages. 
In addition, Chase Bank violated statutes of the Electronic Funds Transfer Act and the Texas Deceptive Trade Practices Act.

Company response to consumer: Closed with explanation