Consumer complaint received 2023-06-22
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On Tuesday, XX/XX/XXXX, I initiated a Real Time transfer from my personal bank account with Chase to my other personal bank account with XXXX  XXXX. Chase 's system stated the transaction went through successfully ( Transaction # XXXX. ) From here, I didn't think anything of it as I have completed numerous transactions before from Chase to XXXX XXXX using this method. 

On Monday, XX/XX/XXXX, I noticed the funds were removed from my Chase account as expected, but had not been received by my XXXX XXXX account. I called XXXX XXXX card services at XXXX AM CT to find out if there was a transaction that was pending and basically where my funds were. They stated they did not receive any transfers and I need to contact the sending bank to have my issue resolved. This call lasted XXXX minutes. 

I immediately called Chase at XXXX XXXX  XXXX  to find out what had happened. Once connected with someone, I was told the transaction went through successfully. I was also provided the transaction number for the transfer ( above. ) This call lasted XXXX minutes. 

After finishing with Chase, I call XXXX XXXX back at XXXX XXXX  XXXX  to provide the information I received from Chase to XXXX  XXXX. XXXX XXXX took my information, however they stated they may not be able to do anything with the transaction number and needed a 15 digit trace number. The individual I spoke with created a case for me. I received the reply to this case on Wednesday, XX/XX/XXXX. 

During the call with XXXX  XXXX, I requested to do a XXXX call between myself, a XXXX XXXX Representative, and a Chase representative in hopes that between the XXXX of them, they would be able to locate my funds. The XXXX XXXX representative stated they need a XXXX digit trace number to locate the transfer, but the Chase representative responded stating that real time transfers do not produce trace numbers because it is not an ACH transfer. If it was an XXXX transfer, there would be a trace number to locate it. They went back and forth for a bit, and the Chase representative provided the transaction number ( above ) to the XXXX XXXX representative. The Chase representative stated they were going to create a case number on their end to investigate this issue ( Case # XXXX ) We then ended the call. This call lasted 34 minutes. 

On Tuesday, XX/XX/XXXX I received a response from Chase via their documents portal stating no actions will be taken and the inquiry is now resolved. There was no further information. 

On Wednesday, XX/XX/XXXX, I received a response from the XXXX XXXX case stating their records did not show an incoming deposit number and requested XXXX digit trace number ( Ref : XXXX. ) I then called XXXX XXXX again to find out what is needed to find my funds, which they stated again the 15 digit trace number. This call lasted 13 minutes. 

On Thursday XX/XX/XXXX, I called XXXX at XXXX XXXX CT requesting the XXXX digit trace number, in hopes someone else would be able to provide the information to me. They did not provide the trace number, but instead provided me the transaction number. This call lasted XXXX minutes. 

I then called XXXX XXXX to ask if there were any other methods of tracking transactions without a trace number. They explained to me that for transfers, there should be a XXXX digit trace number. 

To summarize the rest of the calls, it was basically repeats of the same conversation from above on XX/XX/XXXX. I was on the phone between various parties from XXXX XXXX CT to XXXX XXXX CT.

Company response to consumer: Closed with explanation