Consumer complaint received 2021-04-29
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Confusing or missing disclosures

Complaint:
A COMPLAINT OF THE MONKEY IN THE MIDDLE -- XXXX I have owned my XXXX XXXX for over 35 Years. Obviously a lot has transpired and changed with Banking and Technology over that time. In all those years anytime there was a problem, error, etc., I the Consumer have always been taken care of to make things Right and/or Fair. However, in 2021, something exists that has stolen {$60.00} from me and despite spending many hours and lots of Energy, the law is not on the side of the Consumer ... There is an Evil Money Stealing " Monkey in the Middle '' among us and his Name is XXXX! 

I owned my XXXX {$60.00} who was far away and he really did not want days to get paid. So I offered to use some form of Electronic Payment to speed this up. When I mentioned my Chase Bank offered XXXX he said he knew of that and had used that once a few years back with no issues. So he provided me with ( what he thought at the time was his GOOD XXXX email address ) and I sent him the {$60.00} from my Chase to his Chase via the Chase Online Banking using XXXX. Within the hour he contacted me and stated he did not receive the funds and that he contacted Chase by phone and they said nothing was sent to his Chase to him via XXXX. In our discussion he determines he provided me with a very old email address from over 2 years back which he has no longer any access too. I in turn called my Chase and Filed a Dispute. Chase provides a Temporary Refund of {$60.00} and I give my XXXX the money. My Client is happy and that Transaction is finished. However, a month later I get a Dispute Reversal from Chase with no Explanation and Chase took back the {$60.00}. ( It's been over a week now and I still have not received any Official Notice or Letter of why they Denied my Claim. ) I called Chase Claims Department and discovered that since I had used a 3rd Party Service, XXXX, Chase was not Responsible for anything going wrong. I was told as a Courtesy to me, Chase reached out to XXXX to try and Retrieve the {$60.00}. However, Chase was told that when XXXX sent a Message to the Email Address where the money was sent, XXXX received " NO RESPONSE ''. Therefore, XXXX was unable to pursue things further and the money is now officially LOST. In turn Chase tells me since they did not get the Money back, they can not return it to me. Long Story Short, I quickly Learned that when using a 3rd Party Vendor such as XXXX via a Bank, I have no Protections. I tried calling XXXX ( XXXX ) XXXX, and immediately a message states if you are calling with an issue which has occurred via a Financial Institution and not the XXXX App please hang up and contact the Bank -- in my case that is Chase. XXXX will not even take my call and claim Chase is Responsible. Chase is telling me that because I used XXXX they have no jursidiction and that my only Recourse is through XXXX. So here I am now, the Consumer, with no place to turn ( but maybe CFPB ) and am being told I simply just lost the {$60.00}. Chase claims did state that because I had a 25 years relationship with Chase, I could speak to my local branch manager, and they have a fund to provide me with a Courtesy Credit. When I tried this, the Branch Manager said, " That is Old School Banking and we do not do that here. '' So in the end, I am being told that somewhere in the Small Print Chase has something about not being Responsible. Even right now, I have not seen that but I do believe it is true. I relied on Chase and completely believed just like using a Debit or Credit card, things were in place to Protect me. I was wrong. The situation is wrong. Chase handled it wrong. I am grateful to have a voice and at least be heard. 

THANK YOU

Company response to consumer: Closed with monetary relief