Consumer complaint received 2023-09-15
Company: JPMORGAN CHASE & CO.
State: UT
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Below is a summary letter and request I delivered to Chase. At the Chase branch, around XXXX XXXX XXXX XX/XX/XXXX, I was placed on a call with a back office operations representative named XXXX who stated he could not tell me the status of the amendment or recall and that it could take 8 business days for Chase to review ( as opposed to the 24-48 hours a prior rep had stated. ) I requested an escalation point and he refused. I requested contact information to submit a complaint and he said he was it ( and when I said there should be another contact, like an ethics line, he refused to provide it. ) I asked if there was a way for me to obtain a copy of the recorded call that were were on and he said no. I asked if he could provide contact information for me to provide a formal notice to Chase and that was also denied. 

Re : Wire Transfer XXXX To whom it may concern : I initiated a wire transfer XX/XX/2023, from my XXXX account to a Chase account. Later the same day, I realized that I had transposed 2 digits on the intended recipients account number and immediately contacted XXXX via phone and secure message center. I am seeking a status update on the wire amendment and recall mentioned below and clarification on Chases process for handling these issues and the expected timeline to resolution. I also request Chase examine how this wire transfer was completed when the full name and account number ( with business name noted in the wire ) could not have matched the unintended recipients name, business name, and account number, and explain how wire transfers complete in violation of your policy ( per the Chase representatives statement below ) are addressed. 

By way of background, On XX/XX/2023, the following took place : I called XXXX at XXXX XXXX XXXX advised they could issue an amendment to rectify the issue. XXXX issued an amendment to the wire transfer at XXXX XXXX  XXXX suggested I reach out to Chase and notify Chase of the issue. 
I called Chase and spoke to a representative at XXXX XXXX XXXX. This Chase representative explained that if the information on the wire transfer did not match, the wire would be rejected. She stated it is Chases policy to verify that the name and account numbers match and to reject the wire if there is an error. In this case, the name of the intended recipient would not match the name of the unintended recipient. 

On XX/XX/2023, the following took place : I called XXXX at XXXX XXXX XXXX for an update. XXXX advised me that they had not received any communication or update from Chase and suggested that I reach out to Chase directly. 
I called Chase at XXXX AM EST and was informed Chase will not provide me any information about the wire because I am not the intended or unintended recipient. 
I reached out to the intended recipient, XXXX XXXX, and requested she contact Chase for an update. XXXX contacted Chase.

Chase informed XXXX that the wire had already been deposited into an unintended recipients account despite the wire information not matching. Chase does not provide her with any recourse. 
I call XXXX again to convey what Chase told XXXX and check the status of the amendment. XXXX informs me there is no update from Chase. 

Today, XX/XX/2023, the following took place : I called XXXX at XXXX XXXXXXXX XXXX for a status update. This XXXX representative issues a recall at XXXX XXXX based on yesterdays developments. 
I called Chase at XXXXXXXX XXXX informing Chase of the recall and asking for a status update. I am again told Chase will not provide me any information. 
XXXX called Chase and was not provided an update. 

I respectfully request the information noted in my first paragraph. Please note that I am not requesting the personal information of the unintended recipient or of XXXX XXXX, the intended recipient. I can be reached via telephone at XXXX or via email at XXXX. 

Thank you, XXXX XXXX

Company response to consumer: Closed with non-monetary relief