Consumer complaint received 2023-08-17
Company: JPMORGAN CHASE & CO.
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Initiated an ACH payment to an employee for {$42000.00} on XX/XX/XXXX to take place on XX/XX/XXXX. His account is also with Chase. It didnt go through, so I went to the Chase branch. After answering several questions to XXXX I was told the transaction was verified and approved. The funds were released, and the transaction would take place within Monday night and Tuesday morning. Those funds were destined to pay this employees tuition, which was due on XX/XX/XXXX. The transfer didnt take place on Tuesday. I couldnt leave work, so I started my endless phone adventure. I talked to XXXX, who again, after asking me all the verification questions, told me the transaction was verified and approved and the funds were being released that same day. On Wednesday, again from my office because I couldnt leave work, called Chase because the funds had not been transferred. Talked to XXXX. Again, went through the verification and approval process and was promised my money was being transferred. No last name or phone number to call them back because they are not authorized to do that. I asked to talk to a supervisor. Not easy to accomplish. Eventually talked to XXXX. He said my money was on its way. He agreed he would call me at the end of business hours to confirm the transfer went through. I had explained to each of these people, from my first visit to the branch, the urgency to transfer that money to the point that if there were any problems with my business account I would, as a last resort, send the money from my personal account and then deal with the tax issues that would arise. Was told it wasnt necessary. By the end of ET business hours, the website showed processing, so I called again. Talked to XXXX. She said everything was alright and the money was being transferred. Explained to me that the end of banking business hours is XXXX XXXX, ET, so the money would be transferred by then. After XXXXXXXX XXXX, ET, my account showed the transfer had been canceled due to insufficient funding. That account had had over {$50000.00} for the last two weeks, so I didnt understand why it couldnt transfer {$42000.00}. I decided then to try a different way to transfer the money. I sent a wire from that same account. On Thursday morning, my account showed being processed. I didnt believe it, so I took time off from work to go again to the branch. The manager was absent, so I talked to a banker. After reviewing her computer for a while, could not explain what happened and told me to go because it looked like the wire was going through. I told her that wasnt enough. I needed to know why I have no way to trust MY money was going to where I was sending it in a timely manner. I explained that although I was being very courteous, I was extremely upset and demanded a response. By now, my payment was overdue. I had told my employee and, he told his school The money is being transferred as we speak Monday, Tuesday and Wednesday. Who would believe we were being truthful when you are talking about a domestic transfer between two accounts of the same bank? I am a foreign-born American citizen, with a strong accent. Was all that unsuccessful verification and disregard for my sense of urgency due to my accent? What do you think the people hearing me say the money is on its way thought? 
I was directed to a different employee. She talked to several people. Eventually, she said the wire went through. We have no explanation to what happened. Basically your money was transferred ( three days later through MY changing strategies, not theirs ), get over it.

I read several complaints against Chase in the XXXX page. Chases response is something like we have already responded to the customer in letter on such date. I can tell you right now : Today I received an email from Chase saying the wire went through. Far from relieving the pain they caused.

Company response to consumer: Closed with explanation