Consumer complaint received 2019-08-07
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX I had my bank XXXX XXXX wire {$17000.00} to a Chase Bank customer XXXX XXXX XXXX. On XX/XX/XXXX unbeknownst to XXXX XXXX XXXX at XXXX she received a check and deposited into her Chase account on the same day that my wire was sent. 

During this time as I waited for XXXX to receive the funds behind the scenes Chase Fraud department had realized that the check XXXX received was fraudulent. 
Chase giving XXXX the run around telling her that the check was fraudulent and that they would see how they could enable her to receive the wire I sent. Chase intimated to XXXX that they would close out her account as a result of the fraudulent check and will issue her a check with whatever balance she had along with my wired funds. 
XXXX informed our colleague that she of the above as we waited for XXXX to receive the check issued by Chase to close out her account. 

Tick tock!!! tick tock!!!! fast forward On XX/XX/XXXX one of my business colleagues provided the Chase bank contact information of whom to speak to about this situation that has now become a runaway train. 
XXXX XXXX Personal Banker Officer. 
XXXX XXXX XXXX XXXX, NJ XXXX Phone : XXXX XXXX XXXX Service line : XXXX XXXX XXXX Email : XXXX In calling on XX/XX/XXXX I was informed Mrs. XXXX would be out of the office for the rest of the week. I then inquired if there was a branch manager I could speak to and was advised she was with a client. A message was taken and the banker told me that the message would be given to Mrs. XXXX XXXX. 

Note all during this time I remained in contact with Mrs. XXXX by emailing her on the following days XX/XX/XXXX ( XXXX ), XX/XX/XXXX, XXXX, XXXX, and XXXX for updates and or disposition on the return of my funds or the issuance of the check. 

Inquiring about the status of the check, accuracy of information provided regarding the closure of account, issuance or processing of check and anticipated delivery arrival time. All to which I did not ever receive any response to my emails. 

On XX/XX/XXXX I called Chase bank again speaking to XXXX and she informed me that the recipients account had been closed due to her receiving a fraudulent check and a check has been processed closing out her account with whatever balance she had in her account and the check would include my wire transfer. 

XXXX also stated the wire had been returned to XXXX XXXX and XXXX XXXX  resent the wire back XX/XX/XXXX. Which in checking with XXXX XXXX  they did no such thing since I did not advise them to take any action. ( an untruth ) XXXX also informed me that since the check had already been processed the wait time was half way over ( 5-10 business days ) leaving one more week to go before the recipient would receive the check. ( an untruth ) On XXXX I emailed Chase branch Manager XXXX XXXX that the recipient has yet to receive her check. I called on XX/XX/XXXX and was informed XXXX was out of the office and will return on XX/XX/XXXX. I left a message with XXXX. 

On XX/XX/XXXX I called Chase and XXXX answered. I informed her that the check had still not been received and she informed me that the processing of the check on XXXX ( when she had already told me was issued ) had been interrupted because my bank issued a recall on XX/XX/XXXX again my bank did no such thing.. XXXX informed me that since my bank did a recall the processing of the check was halted and I will now have to have my bank recall the funds. 

Wait if we did the recall as she alleged then why am I still calling about getting my money back here it is XX/XX/XXXX. 

While Chase was on the call on XX/XX/XXXX I walked into XXXX XXXX to the person whom I have been dealing with all along XXXX XXXX ( who sent the initial wire ) before emailing me to request the recipients DOB and phone number and address ( then XXXX XXXX XXXX who finalized the wire ). 

I informed XXXX that I had Chase bank on my cell and it was on speaker and they needed to resolve this. XXXX contacted his wire department XXXX XXXX ( Branch Manager ) for directions / instructions on how to recall the wire. He spoke to XXXX advising her XXXX XXXX will recall the wire today XX/XX/XXXX. 

Now in addition to all of this XXXX had previously been informed that as a result of the fraudulent check coming in at the same time as my wire the final or end result was Chase closing the account and allegedly issuing a check to the recipient. 

As a banker why didnt XXXX inquire of XXXX the Chase banker if the account is closed what kind of problems if any will XXXX XXXX   incur. That million dollar question was not posed. So later that day after making the attempt to recall the funds, I received an email from XXXX XXXX XXXX advising me that that they could not recall the funds because the Chase account is closed. And in the email from XXXX XXXX  XXXX I was told there was nothing more XXXX XXXX could do and I needed to sort it out with Chase. Really??? Arent you my bank On XX/XX/XXXX I contacted Chase XXXX XXXX and was told by her she has done all she could and has spent several days and hours attempting to resolve this issue and it is up to XXXX XXXX   to resolve the matter as she has done all she can. In addition XXXX stated that she had not responded to any of my emails since she is limited to what she could say in them since I am not a customer of Chase Bank. 

I suspected that, however, at best I hoped she would surely have addressed the issues and concerns contained within. 

Now mind you I believe due to wiring funds to a customer of Chase who I believed was in good standing, I am an indirect customer of Chase. 

To date this issue has lingered on 26 days and counting and is in truth no way for either bank to conduct business with XXXX. To say nothing of either bank wanting to assist me in recalling my wire transfer.

Company response to consumer: Closed with explanation