Consumer complaint received 2019-07-03
Company: JPMORGAN CHASE & CO.
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Earlier today, I was attempting to purchase concert tickets to a show at XXXX XXXX XXXX in XXXX, CO. In recent years, the ticket prices for these events at XXXX XXXX amphitheater have become very expensive, so I can really only choose one to attend each summer. I'm a XXXX XXXX  studying at XXXX XXXX, so money is already tight and I spend most of the summer saving to help get through XXXX. Anyways, I decided to go through XXXX to find tickets for the concert. I found an advertisement that said " 3 tickets for sale '', and I contacted the seller 's phone number. I expressed over text message that I was interested in buying three tickets for a total of {$210.00}, following the $ XXXX/ticket price tag that was included in the XXXX advertisement. I was purchasing the tickets for me and two of my good friends, who were planning to reimburse me after I had acquired the tickets from the XXXX ad. Essentially the communication between me and the XXXX vendor was discussing how we wanted to do the exchange of tickets/ how to pay for the tickets. He provided me with his full name, email, and phone number. He immediately asked if I had XXXX payment on my phone, to which I responded yes. I use Chase bank, and I had used XXXX previously on the app before, but only a few times with my mom for XXXX payments, so I didn't really understand how it truly worked. I immediately assumed a false sense of security because I was using a money transfer feature within the Chase banking app on my phone. When using the Chase mobile app, I assumed that Chase would protect any payments made through THEIR OWN APPLICATION. Anyways, the XXXX vendor told me that he had transferred the tickets to the email that I had provided him. I sent him the {$210.00} over XXXX once he told me this. I started to panic quickly when I saw that the tickets hadn't come through to my email and the seller had my money. I tried to call him back, but he had blocked my phone number immediately. 

My first reaction was to call Chase and ask them if they could refund the transfer I made within their own app, and they told me there was nothing they could do because XXXX was a separate company that is linked with multiple banks to do mobile transfers through banking apps. The whole time I was using Chase Quickpay with XXXX, it was never apparent that this is a third-party software that Chase had no control over, but had seamlessly integrated in to their mobile banking application with little warning to their customers that payments aren't protected by the bank itself. I had money stolen from me straight out of my Chase banking application and there was nothing that I could do about it, and the Chase was not willing to help me at all. {$210.00} is a lot of money for a XXXX student that barely makes {$100.00} in a full 8 hour workday. I can provide proof of the communication between me and the vendor, and the payments made through XXXX. Chase bank should also have records of me calling them today explaining the situation, and afterwards when they said there was nothing that they could do.

Company response to consumer: Closed with explanation