Consumer complaint received 2021-01-23
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Sub : Aggravating and fraudulent handling of wire transfer request I submitted a request online for a wire transfer in the amount of {$1500.00} on XX/XX/2021. The request went through and I was able to print a copy of the wire confirmation with a transaction number. 

I waited several days but the wire did not reach the recipient. I called customer service on XX/XX/XXXX and was told the wire " was being held by the fraud department '' and the line was transferred. The person from the fraud department said he did not see anything on my account and there was " no record of any wire '' on my account. I offered to give him the transaction number or send him a copy of the receipt. However, he did not want to even consider that and said i have to send a secure message by logging into my account and somebody would be able to help me. I asked to speak with his supervisor who also said the same thing. She also warned me not to record the conversation. She said " XXXX does not allow phone conversations to be recorded by customers ''. I asked her if the conversation was being recorded at her end - she said yes! So, XXXX records calls at its end but does not allow customers to record conversations. 
Anyways, as requested, I sent a message through the " secure message service '' by logging into my account. I also attached a copy of the receipt. I received a response the next day asking me to call a number saying they would be able to help me. 

When i called that number on XX/XX/2021, the person said she did not see any record of any wires from my account on her system. By this time I was very frustrated and concerned about the integrity of the systems at this supposedly " too-big- to-fail-bank ''. How is it possible that the bank was unable to even see a record of a wire transfer request that was made about two weeks ago? 

I said i was going to bring this matter to the notice of regulatory agencies. At that point, the rep said since i had raised the regulatory word, she was going to escalate the matter to someone. This someone " supervisor '' came on the phone and mysteriously found the record of the wire. She then said the wire did not go through because of a " system glitch ''. She then said she was going to cancel the transaction and that I was going to have to try again. Really?!! Rinse, repeat?? 

After i hung up the phone, I received a message saying that the wire had been cancelled at " my '' request. What a bunch of jokers and liars!! 

It appears this is what happened : The bank screwed up with sending the wire due to some glitch in their system. Instead of admitting the problem, they tried to pretend that the wire was never sent by me and lie their way through hours of phone calls. When the level of customer frustration reaches the level of bringing regulators into the matter, then a supervisor admits to the mysterious problem. However, instead of correcting the problem, they then just cancel the wire and send the customer a email saying the customer requested for the wire to be cancelled!!! 

As a way intimidating the customer and to prevent any evidence from being preserved, the supervisor also says " chase does not consent to or approve of recording the phone call ''. 

To me, the above is not just an issue of callous customer service. It points to perhaps a much bigger and systemic problem at the bank where its internal systems are failing and they are trying to intimidate customers from preserving evidence and bringing the matter to the attention of the regulators and the general public. 

I request the concerned regulators to please look into the systems of this " too big to fail '' bank.

Company response to consumer: Closed with explanation