Consumer complaint received 2021-01-24
Company: JPMORGAN CHASE & CO.
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Unexpected or other fees

Complaint:
On XX/XX/21 my wife and I wanted to pay off our vehicle loan and because it was such a large amount we were instructed by a teller at Chase Bank to submit an electronic payment in the amount of {$21000.00} via Chase Banks online bill payment system instead of a direct wire transfer ( XXXX, WA is where the credit union who financed our auto loan is located and that is hours away so we did not want to travel that far either to pay the vehicle off ). The payment was to be sent to XXXX XXXX XXXX and the address we entered was XXXX XXXX XXXX XXXX, WA XXXX. That, as well as our loan account number was the only information that was needed or asked for when using Chases website when making this payment. There was no routing number requested or asked for. Our account number and memo loan payoff for auto loan XXXX was also included in the memo section with this payment. Our checking account was then automatically deducted in the amount of {$21000.00} and the payment was to be effective on XX/XX/21. It is now XX/XX/21 and we have contacted XXXX XXXX XXXX multiple times however they claim they have not received this payment and they can not locate it anywhere regardless that we have provided them with a trace number to look up multiple times. We have been instructed basically every time by XXXX to continuously contact Chase and they basically informed us that they can not help us because they believe this payment went else where and they do not see the funds anywhere. We have spoken to management at XXXX and apparently nobody can help us. They claim they do not even accept electronic payments and if Chase did not ask for their routing number then there is no way that is was ever sent. We have also contacted Chase multiple times via phone and they want to blame XXXX and we have been told several times by them that they can not help either even by management. XXXX is claiming they do not have these funds and Chase is claiming the same. We need these funds located ASAP and somebody has to know where they supposedly are. How does a bank loose {$21000.00} like that and how is this ok? Why cant we get anymore information if an actual bank account this was deposited into? We cant seem to get any help no matter what we do. We have been told we can not open a claim or dispute by Chase for bill pay payments and then we were told we can. They have gone back and forth saying this all day. The trace number we have been provided from XXXX is XXXX and the transaction ID is XXXX. They can not provide any paper check or anything other than a proof of payment that basically provides the numbers above. I believe there was a mistake made with this payment and Chase needs to step up and help. These numbers we have been provided do us absolutely no good if we can not link them to a payee or exact bank account to determine who these funds went to and we do not have the capabilities to do so with just numbers provided by Chase. As of right now, Chase also will not do so or give us anymore information. They refuse to help us track these funds down or find out where exactly these funds were sent to. We just want this figured out so we can either get our money back or have the funds successfully applied to our auto loan at XXXX XXXX XXXX. We have literally exhausted all resources at this point so if we can not get this figured out ASAP we will have no choice but to contact a attorney and if we do so we will also be seeking damages for attorney fees from Chase. 

Below is XXXX  information where the payment should have been sent : XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, WA XXXX XXXX : XXXX Toll XXXX : XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation