Consumer complaint received 2022-03-23
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I set up a bill pay through Chase Bank for XXXX XXXX XXXX  on XX/XX/XXXX. The payment was set to be made on XX/XX/XXXX. On XX/XX/XXXX the payment was taken out of my account. Around mid XX/XX/XXXX I received the mortgage statement and it stated my payment was past due. At that point I called Chase bank to find out why XXXX XXXX XXXX  was showing a missing payment as Chase was showing that the payment was sent and accepted by XXXX. I then was in contact with XXXX. They did extensive research to try to find the payment that Chase bank insisted had been sent and that the fund were accepted. The payment information was entered correctly and the bank shows it sent it electronically. Every week in XXXX and up until XX/XX/XXXX Chase insisted that the funds were accepted by XXXX and that at this point there was nothing they could do and that it was out of their hands since the funds had already been withdrawn and accepted. XXXX informed Chase that they do not accept electronic payments, only paper checks. I opened a claim through Chase Bank XXXX XXXX. On XXXX XXXX I was informed by Chase that the payment to XXXX was processed according to the information provided. Chase also said no adjustments would be made to my account at this time. I continued to be in contact with the bank and XXXX in hopes to get a resolution. On XXXX XXXX once again I was in contact Chase Claims department on a XXXX way call with XXXX. This time the customer service agent from Chase informed us that the payment actually went to XXXX XXXX  XXXX ( XXXX XXXX is the Parent Company ). At no point has Chase mentioned that it was sent to a different mortgage company these past 2 months that we have been calling and going back and forth and they insisted the payment had been sent and accepted by XXXX. My contact at XXXX and I immediately call XXXX XXXX  to try to get a hold of someone that can possibly help us track the payment they somehow accepted. The Customer service rep at XXXX unfortunately was not able to help as they need an account number or social security in order to help us. They said there was no way of accepting a payment if there is no account or social security on file. However, the XXXX no is saying that the payment was sent and accepted to XXXX. I was never informed of this information until XX/XX/XXXX. I questioned them as to why they are not able to help resolve this huge mistake that the bank made. The Chase bank told me it is out of they hands and they can not retrieve the money or do anything at all because the money was accepted and it was past 30 days and they could no longer cancel the payment. I even went to Chase bank in person as I am getting no where via phone. The Chase bank rep told me the exact same thing they have been telling me over the phone. He sent an email to people higher up regarding the situation but informed me that they might not be able to do anything to retrieve my money. In a few days it will be 3 months this ongoing issue has been dragging on and I am at a loss. The bank made the mistake from the get go and failed to provide me with the correct information and I need assistance retrieving my money that was taken out of my account and sent to the wrong company without my authorization.

Company response to consumer: Closed with explanation