Consumer complaint received 2018-07-05
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:
On XX/XX/XXXX, my friend transferred me {$370.00} using Chase 's quickpay service. He asked for my email address which I have on my chase account. I gave him my email address that I use with chase and within like half an hour I received an email from Chase that my friend has sent me {$370.00} ( email copy attached ). I checked my bank account but the money was not credited so I thought that it might take a day or so for that money to show up. Then I lost track of this transaction. Around XX/XX/XXXX, I checked again and money was still not credited. So I called my friend to ask if the transaction went through on his side and he said his account got debited on XX/XX/XXXX. So I called chase customer care to inquire. Chase representative told me that I have my phone number and not my email associated with the quickpay service thats why the money was not credited and told me that when we dont have a quickpay email associated, we get the transactions email and told me to add my email to quickpay and then I should see the amount in my account. 
After ending that call, I tried to add my email to quickpay. It gave me an error and didnt give any information about the error. So, I contacted chase again and the representative could not figure out what the problem is. After trying numerous things, she said that my email address is already used by someone else thats why I am not able to add it and asked me to use another email address. Then I realized that may be that money was forwarded to someone else who is using my email on chases website. I asked my friend to contact chase about this. He contacted chase and told them the whole story and asked them to create a case. They created a case and gave him a temporary amount of {$370.00}. Then after couple of weeks, they reverted that money and told him that the transaction was valid and closed the case. So we contacted chase again on a conference call in XXXX sometime explaining them that there is a scam/fraud going on where someone else is using my email address for quickpay to receive my money. I even asked them to check my account and email address associated with that account if they dont believe me. Then the chase rep started giving us stupid reasons that it was our fault and we might have misspelled the email, used the wrong email address and started blaming it on us. 
He was not ready to hear that some third party is using an unauthorized email address on their website and that this is a fraud. We talked for like half an hour and he was just giving us stupid reasons that if the system does not find the correct email address, it routes the transfer to the nearest resembling email address. He also told us that during the last case that my friend asked them to create, they contacted that person for money but he did not have sufficient funds in his account so they closed the case. And we were asking him that since there is a fraud here, chase should cancel the transaction and refund the amount to us and then they can contact that person to verify his email address and should recover that amount from him. But they did not help us in any way and just told us that they will create another case but did not solve the issue. We have not heard anything from them since then.

Company response to consumer: Closed with explanation