Consumer complaint received 2023-12-03
Company: JPMORGAN CHASE & CO.
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/23 we received an expected email from our real estate agent, XXXX XXXX w/ XXXX XXXX XXXX stating that it was time to do the wire of purchase amount for the buying of a mobile home just under {$70000.00}. This email also contained the wire instructions. We had tried to verify the wire with them by calling multiple numbers but were only greeted with voicemails. We headed to XXXX XXXX Chase Bank branch. We spoke and dealt with XXXX XXXX, branches manager. about doing a wire transfer to XXXX XXXX XXXX. She stated that she has done buissness with them and that they bank with XXXX. We explained that we couldn't reach them and, major part of why we went in person, that we would like her to verify that it was in fact XXXX XXXX and to verify the info, address, phone # that was on the wire instructions to what was on file. She stated that she couldn't provide it to me, i said thats ok i just want you to verify it matches. And according to Federal law with wires over {$10000.00} it is an obligation of hers nontheless. She left to go get it approved, came back and wanted us to verify the routing and account number was entered correctly, if so to sign. it was, we did. she left again, came back and said that it had been approved and gave us a copy. we left. under the assumption she verified and all was good. We later on XX/XX/23 got a call from XXXX XXXX telling us that she would be sending us wire instructions from XXXX XXXX. We said we already got them and completed it, confusedly. She told us to immediately call the bank and to file a fraud claim as her emails were hacked and that email was not from her. So we did. We filed a claim at fraud and wire dept. And told them that we would supply them with names or phone numbers or whatever they needed. They never wanted a single one. They have denied us for the fraud saying that we profitted from it somehow. We have requested the documentation as to how they came to that conclusion and of the investigation and havent recieved anything. As far as the reversal of the wire it is still awaiting a response from the recipients bank, Being Chase Bank, so pretty much they are waiting for a response from themselves. That is the only thing they have done. I myself called the recipients bank Chase bank in XXXX, NY. Talked to the manager about trying to look it up and that he needs to check his messages. His ONLY concern is to how i got his direct phone number. And he told me he couldnt do anything to help me and asked very defensively and paranoid of how i got his direct line and stated he doesn't know what im talking about and cant help and he doesn't have any messages. We found out later that the money went to XXXX XXXX XXXX. and that they have absolutely no relation to XXXX XXXX. And that is one of the things i wanted XXXX to verify and we made that very clear to her. We finally got ahold of XXXX and told her what happened and reminded her that we had verbally told her who we were wiring the money to. XXXX told us all she did was enter the info exactly to what the instructions stated and that was it. And reminded us that we approved it. We reminded her that we can't see what she sees on her computer screen and that we signed because we trusted in good faith that she verified everything that we verbally expressed and everything on the instructions to what she had access to on file. All she said that she could do is try to esculate the claim for reversal. And everytime we call to check status or to exercise our rights, they transfer us to a different department when they can't answer our question or if we question their answer. Around and around in circles and nobody can answer a simple question as to why they are waiting for a response from themselves. The Wire Agreement states the recipients bank, not the recipeints bank branch approval to do a reversal. I believe and know had XXXX XXXX taken the steps to verify like requested and like the Federal requirements mandate her to do for domestic wires over {$10000.00}, that we wouldn't be in this situation and we would've been able to close on our purchase on the XXXX. But now our dream of owning a house is gone and we are financially not able to afford it. I just dont understand why she led us to believe that she has dealt with this company and that she verified it when clearly she did not or we would be in our new home. Thank you for reading and taking the time to help us.

Company response to consumer: Closed with explanation