Consumer complaint received 2023-06-26
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I have been a loyal Chase customer for DECADES, and prior to the last 5-7 years I had never had any grievance or issue with JP Morgan Chase XXXX Unfortunately, things have progressively gotten worse and worse over the last few years. My latest issues stem from unexplainable payment failures, many of which end up costing me money. I have brought this to the attention of my local branch and asked them to sort out the issue MULTIPLE TIMES. Approximately 2 months ago my " Chase private client banker '' XXXX insisted I come into the branch PERSONALLY and bring multiple forms of ID with me to get the issues resolved. I initially questioned it, explaining such a request was a major inconvenience given the hours the branch is open conflicts with my business/work hours. That said, I could no longer afford banking issues costing me money so I complied, with the goal of getting the payment issues RESOLVED for good ; I was reassured by Chase that they had sufficiently flushed whatever fraud gremlins/ID issues out of their system and I would not have such issues moving forward. 

Approximately 2 weeks later on XX/XX/2023 I submit a " Real time '' Chase ACH payment in the amount of {$700.00} USD. Chase confirmed the transaction. I was provided a transaction number XXXX and Chase withdrew the funds from my account. I had EVERY REASON to believe and EXPECT the transaction was successful ; including a transaction/confirmation number from Chase. The subsequent day I was contacted by the vendor advising they had NOT received funds. I immediately lodged a payment inquiry via Chase online, that inquiry resulted in a generic response from Chase advising to " contact local branch for more details ''. 

Okay fine, so I contact my Chase " private client banker '' XXXX who requests I give her 48 hours to look into it. Days later XXXX emails me back advising she was able to locate the transaction but is has no explanation for the ACH payment failure., XXXX said she was escalating the issue to her branch manager, and he would contact me within the next few days. Days later the branch manager called and said he also looked into the ACH payment and did not know why it failed, he suggested when issues like this occur to " just resend the money ''. I explained to the manager it IS NOT as EASY as RESENDING the money, each time CHASE FAILS, I SUFFER LOSSES. I have been patient, I have complied with their bogus requests, I have done my part and the money is in the account, I demand answers regarding these failures AND I demand CHASE pickup the tab for the damages. The branch manager said he was going to " escalate my complaint '' and to expect a call from corporate in the following few days. Days later, I was contacted by a Chase representative whos english I could barely understand ; she asked me to explain the issue which I did and she immediately advised she worked in the work department and had to transfer me. Okay, I waited to be transferred ; the next guy I am transfered to and go through the story with ultimately gives me the same answer " I have to transfer you to the correct department ''. I was transferred around 4 TIMES before I gave up!!! Thanks Chase for wasting yet another hour of my life! At this point I give up. 

I will be filing suit against chase for the damages I suffered due to the FAILURE to conduct a simple bank transaction. However, this just is NOT right, how on earth are the banks allowed to XXXX  AND XXXX consumers, and when they XXXX up there is ZERO RECOURSE? Surely, with all the " banking regulation '' there must be a reason why this keeps occurring. I request government regulators further investigate ; I will be writing to my congressmen and senator as well. This is NOT right.

Company response to consumer: Closed with explanation