Consumer complaint received 2017-05-05
Company: JPMORGAN CHASE & CO.
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I was emailed from Chase that " ________ sent you money, but your email address is unregistered. To get your money, please set up this email address in Chase XXXX if you have a Chase checking account or a Chase XXXX card. Otherwise, go to www.chase.com/XXXX to choose your bank. '' Upon clicking the XXXX link I was asked to select a bank that was listed or choose other. My bank was listed ( XXXX XXXX ) which I selected and it redirected me to login into my XXXX XXXX online account. Once logged I was asked to register a phone or email for transfer and pay. I choose to register the same email as where the money was sent. Once verified it was noted as registered. But nothing showed up as pending, processing or in progress on my bank account. There was n't an option to accept the transaction or even a notification that one had taken place. I was perplexed so I called chase to ask them about the issue and to see what other steps I needed to take to receive the money. They informed me that my email address was registered and that I would need speak with XXXX XXXX to see when they would post the money as pending. I then called XXXX XXXX   only for them to tell me that I needed to speak with a different division which was online banking. They transferred me but the call was disconnected. That is frustration # 1. I have n't made a move from my desk so there should be no reason the call was disconnected. I got the number to the online banking with XXXX XXXX and called them and explain for the third time the scenario and the other steps I have taken they verified the email address was registered and that I should call the original sender to make sure the transaction was complete. I did this and they confirmed the transaction had gone through on their side. So now what do I do if I ca n't see anything that is confirming or denying this information what am I left to believe? The sender decided to cancel the previous and send again saying that possibly the unregistered email has caused a hangup. Frustration # 2 a civilian that does not work for the bank is left trying to figure out why the banking service is not working as expected. She cancels and resends the money and I get an email from Chase that stated the exact same statement as above. She says to me that normally there is a link to accept the money I look through the email thoroughly and concluded that a link for acceptance is nonexistent. Now I am wondering why the partnering banks do n't have this issue worked out before releasing a service that will handle serious matters with one another. This is my complaint. A bank which is a financial institution that does transactions with customers and other banks should have clear and simple processes for its users. if the process is unclear and the hidden issues are not made obvious to the end user then it should not be allowed as a service. In this case, there should be checks and balances that the user can understand as well as confirmations that things are working or the bank needs more information, time, or response to complete the transaction.

Company response to consumer: Closed with explanation