Consumer complaint received 2023-11-21
Company: JPMORGAN CHASE & CO.
State: DC
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2023, I initiated a money transfer of XXXX} through XXXX XXXX XXXX, with Reference # XXXX. The funds were supposed to be remitted to my brother in XXXX into his XXXX Bank account number XXXX. The XXXX was being transferred via my debit card ending in XXXX and linked to my JPMorgan Chase Bank checking account ending in XXXX. 
Roughly XXXX minutes after initiating the transaction, I received another text message from XXXX XXXX saying the money has been deposited to the intended recipient in XXXX. This was a flat out lie because the money was never deposited even after XXXX  days! I called XXXX XXXX customer care through the app to complain that the money was not deposited, and they confirmed to me that, in fact, the money was not deposited because there was a receiving limit set by XXXX Bank ( the receiving bank ) and hence the XXXX would have to be returned to my account. They told me to expect this refund withing XXXX XXXX business days, but I never received the refund. 
I kept on calling for the next XXXX days asking why my refund hadnt been sent yet and they never provided me with an explanation or a timeline when to expect my refund. It was already well beyond the XXXX business days at this point. 
I proceeded with filing a dispute claim through my bank. I filed a dispute on the XXXX of XX/XX/2023 with Chase Bank. Claim number XXXX. The reason I provided in the filing was SERVICE NOT RENDERED. 
On the XXXX of XX/XX/2023, I received a text message from XXXX XXXX XXXX stating that your money transfer of XXXX has been canceled. Your debit card has not been charged. Cancellation reason : Transaction rejected by payer On the XXXX of XXXX, I received a letter from Chase Bank saying that the investigation has been completed and the case has been decided against me, and thereby there was a reversal of the XXXX  XXXX credit. 
On the XXXX of XXXX, Chase Bank claimed to have mailed out documents which I requested. These documents were supposed to contain information used in the research. As of XX/XX/2023, I still have not received those documents which strongly implies that Chase never sent them out. 
So, in a nutshell, XXXX XXXX has acknowledged in a text message and via phone call, that the transaction was cancelled, and that I will be receiving a refund, and somehow, Chase bank adjudicated the case against me. Im more than perplexed. 
And worthy of note is that since I filed the dispute, XXXX XXXX has since suspended my account as I am not even able to log into my account or the app anymore to see what is going on there. 
Regrettably, despite submitting all the evidence to Chase bank that proves that in fact XXXX XXXX XXXX did not render service, Chase bank was willfully blind and concluded that we found that the transaction ( s ) was processed according to the information you provided or was authorized And by the way, I filled this dispute under service not rendered. Chase Bank made no effort into actually trying to help me in this matter. Chase Bank has been unhelpful throughout this process, and their lack of cooperation has further exacerbated my frustration and financial inconvenience. 
I have attached copies of relevant documentation within my power : all text messages received from XXXX XXXX, a recording of my conversation with XXXX XXXX where you can hear them acknowledge that they were supposed to issue me a refund within XXXX XXXX XXXX business days, and the dispute resolution communication with Chase Bank. 
I seek your intervention in this travesty of justice to investigate this matter thoroughly and facilitate the refund of my XXXX. I kindly request the Consumer Financial Protection Bureau 's assistance in ensuring that XXXX XXXX and Chase Bank adhere to their respective responsibilities and obligations, and that I am promptly reimbursed for the funds in question. 
Thank you for your attention to this matter, and I trust that the CFPB will undertake a thorough investigation to address the issues raised in this complaint.

Company response to consumer: Closed with explanation