Consumer complaint received 2023-10-20
Company: JPMORGAN CHASE & CO.
State: CT
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
XX/XX/2023 I transferred {$1100.00} from Chase Bank XXXX XXXX XXXX Bank using the Chase Mobile App. ( I have completed this transfer monthly for years. ) XX/XX/2023 I realized the money was not deposited into my XXXX XXXX Bank Account. 

XX/XX/2023 I called Chase Bank and spoke with a customer service representative who said they would be able to reverse the transaction after I started a claim. The rep. said I should have my money back after a week. 

XX/XX/2023 I received an email from the Claims Department stating the transfer was processed and no adjustment was going to be made. 

XX/XX/2023 I called XXXX XXXXXXXX XXXX and explained the situation. They asked me for the trace number. I provided them with a transaction number but could not get a trace number from Chase Bank. 

XXXX I called Chase again to inquire about a trace ID number. They were not able to give me another number and said they couldnt help me. 

XXXX I called XXXX XXXX to report I did not have a trace number. They said they were going to give the transaction numbers etc. to the back office to see what they could find. They said they would try again but with no additional information it would not be likely. 

XXXX XXXX XXXX XXXXXXXX XXXX representative called to say they could not locate the money and none of the transaction numbers/trace numbers worked. 

XXXX I called Chase Bank in XXXX XXXX explain my situation and was told they would be able to help me if I set up an appointment. 

XXXX I met with XXXX XXXX XXXX XXXX XXXX at Chase Bank in XXXX XXXX XXXX called the same XXXX number I called from the claims notice. He explained what happened to the representative named XXXX. ( I believe XXXX has all of his information ) after being on the phone for XXXX minutes XXXX then said XXXX did not explain what had happened correctly and XXXX said he could not help. He said he thought it was a bill pay account and not a transfer. He said he would transfer us to someone from the claims department in which they would temporarily transfer the money into my account. XXXX then transferred XXXX call to a woman named XXXX. XXXX once again explained what happened. XXXX said I could provide a letter from XXXX XXXXXXXX XXXX  stating the money was not deposited into my account and it would be helpful. 
I left the bank at XXXX p.m. after sitting there for XXXX hour. 

XXXX I called XXXX XXXX XXXX to request the letter. They said they would be happy to give me a letter. 

XXXX I called Chase Bank to speak with a XXXX. I was transferred to XXXX XXXX, whom I already spoke with previously. He said the letter would help and I should get it. 

XXXX I picked up the letter from XXXX XXXXXXXX XXXX to Chase Bank XXXX I was told XXXX was not available, but he would fax/send the letter before he left. 

XXXX I called XXXX XXXX XXXX p.m. to see what the update was and make sure he received the letter. The person I spoke with said he would call me back and he never did. 

XXXX I called Chase bank to speak with the XXXX XXXX XXXX XXXX I met with her and explained the entire situation. 

XXXX XXXX filed a claim to the highest point of escalation. 

XXXX XXXX from the escalation group called to say they were closing my claim and they couldn't help me recover my money. 

XXXX After weeks of phone calls and emails XXXX called me today to tell me they don't have a XXXX digit trace number. XXXX is saying the money was transferred however at XXXX point the XXXX said it was showing the money was " rejected '. Which she said means it should have gone back into my XXXX account and for some reason did not.

Company response to consumer: Closed with explanation