Consumer complaint received 2021-11-18
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Summary : I attempted to use Chase 's online Bill Pay program to pay a bill of {$5000.00} via paper check sent US Mail on XX/XX/XXXX. Chase removed the funds from my account, but did NOT produce or send a check to the recipient and has failed to offer any remedy or support after 6 phones calls and 1 in person visit. I have yet to retrieve my {$5000.00}. 

On XX/XX/XXXX : I used Chase Online to submit a request to send {$5000.00} on XX/XX/XXXX to a Payee via Chase 's online Bill Pay program via Paper Check mailed US Mail ( I've used this service many times previously ). Estimated paper check delivery was XX/XX/XXXX On XX/XX/XXXX : {$5000.00} was deducted from my checking account for transaction type Bill Payment On XX/XX/XXXX : XXXX notified me that payment was never received. I asked them to double check On XX/XX/XXXX : XXXX confirmed that payment was never received On XX/XX/XXXX : I called Chase online support twice - once on for 30 mins and one call for 48 mins largely on hold. One call was disconnected and one they said it was an electronic payment which I disputed since the request was for a physical check. The call was disconnected. 
On XX/XX/XXXX : I called Chase and was on hold for 1 hour and 23 minutes after which I hung up. I did my own research on my online account and found that the proof of payment for a payment I made via the same method ( Bill Pay paper check via mail ) on XX/XX/XXXX has a copy of the physical check as does every payment I've made this way before. However, the proof of payment for the XX/XX/XXXX payment has no evidence that a check was produced. It only says that the payee account number was my full name in all caps. I made an appointment to sit with a banker at my local Chase branch to show them this evidence and was only told that " probably the check wasn't mailed '' - also he was unable to log into my account because of '' technical issues ''. He advised I call the online support as I had done previously. I did so again and was on hold for 40 minutes before being transferred, placed on hold and then somehow disconnected. I called back immediately and demanded a supervisor. I was on hold again for 28 minutes before speaking with someone who told me this issue has been coming up for other customers and filed a " research case '' on my behalf and told me that I would hear from Chase within two business days via phone call On XX/XX/XXXX : Three business days after the last contact I called Chase support again to inquire on my open case. I was placed on hold for 1 hour and 21 minutes before receiving an automated message that " due to extenuating circumstances chase is unable to take your call '' and was disconnected. 

I have yet to receive any of my {$5000.00} back or an explanation on why this happened or an estimate on when I might get my money back. Additionally no one at Chase has been able to support me.

Company response to consumer: Closed with explanation