Consumer complaint received 2023-09-14
Company: JPMORGAN CHASE & CO.
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
XXXX XXXX, went to XXXX XXXX  to get a cashiers check for her grand-daughter, XXXX XXXX , to help her buy a RV. The agent at XXXX XXXX  told XXXX that it would be faster/safer to use a wire transfer. Both XXXX and XXXX appeared in person at the XXXX XXXX  and coordinated the transfer of {$31000.00} to XXXX account at Chase. 

The transfer was initiated on XX/XX/XXXX. 

The case number at XXXX XXXX  is XXXX The federal reference number is XXXX The wire transfer XXXX  is XXXX. 

XXXX is at the local XXXX XXXX  where the wire transfer was initiated XXXX. She said she couldnt give XXXX names and numbers of who she is talking to at Chase because they are internal numbers. 

The XXXX XXXX  wire fraud department that was contacted by Chase  is XXXX option # XXXX. XXXX is who it was assigned to but he has not provided any assistance.Also someone named XXXX is in this department and sometimes is who the call is routed to. 

Initially they were told by Chase that XXXX account was secured so she couldnt accept wire transfers and then they said it was flagged because she had never received a wire for that much money before. 

XXXX then was contacted by XXXX XXXX  and was asked a series of questions on behalf of Chase ( How XXXX knew XXXX, what was the purpose of the wire, etc. ) On the XXXX, XXXX talked to XXXX in the Wire Transfer Department at XXXX XXXX, he informed her that he didnt normally talk to customers, stated that he was emailing someone who would call her right back and then he left at the end of the day for vacation. It is unclear if he emailed anyone but no one called her back. 

On the XXXX, XXXX husband XXXX, talked to XXXX XXXX  and again verified personal information ( verifying account information and that XXXX had made the wire transfer ). He was told the funds would be posted to XXXX account soon. That same day XXXX received another call from XXXX XXXX  with another series of questions requested by Chase. Per XXXX the call consisted of asking XXXX  questions on why we did it, who gave me the Chase  information etc., did I get instructions from anyone? 

The following day, XX/XX/XXXX, there was still no transfer of funds to XXXX account so XXXX asked XXXX XXXX for the transfer to be reversed. XXXX XXXX  initiated the reversal and stated that XXXX would need to authorize the reversal with Chase. XXXX spoke to Chase and attempted to authorize the reversal of the wire transfer back to XXXX XXXX  but Chase informed her that since she never received the transfer there was no reversal to approve. XXXX called and emailed XXXX XXXX  but both banks were closed until XX/XX/XXXX due to the Monday XXXX XXXX Holiday. 

On Tuesday XXXX XXXX spoke again to XXXX, from XXXX XXXX, who was now back from vacation. She was informed by XXXX that it takes time and she should give it until end of the week and if not call back. 

On Friday XX/XX/XXXX XXXX went in to her Chase branch and asked them what she needed to do to unsecure her account so she could accept accept wire transfers. The Chase employee told her, as she had been told previously, the transfer would bounce back automatically to the account it was sent from when it was initially sent. 

On Monday XX/XX/XXXX, XXXX talked to another agent in the XXXX XXXX  Wire Transfer Department who stated this isnt normal, but offered no assistance other than tell Chase to return your money, although they provided no contact as to who she could tell. 

On XX/XX/XXXX, per XXXX XXXX  XXXX, Chase told them that once the funds are wired, they can not be reversed, the transfer is irrevocable. XXXX at the local brand has told Chase that XXXX and XXXX were both in her presence when the transfer was initiated and Chases response was How do you know its her granddaughter. XXXX asked if XXXX and XXXX could go to Chase together but XXXX is in Nevada and XXXX has now moved back to Washington. At this point, it appears that Chase has no intentions of depositing the funds in either account. 

On XX/XX/XXXX, XXXX spoke to XXXX in the XXXX XXXX  wire department who placed fault on XXXX and XXXX saying XXXX should have gone to her bank to make sure she could accept a wire transfer prior to XXXX sending it.XXXX was unaware that her bank account could not accept wire transfers and XXXX XXXX  did not mention that this is something that she needed to do when she and XXXX were at XXXX XXXX  providing the transfer information.Sue then said XXXX triggered a case when she asked for a reversal of the wireXXXX asked for Chase contacts again and received the same answer internal only. She asked if an attorney could get names and she said we dont have actual names just inter-branch bank communications. 

As of today, XX/XX/XXXX, still no deposit in either account.

Company response to consumer: Closed with explanation