Consumer complaint received 2020-11-16
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:
I'd like to file a complaint against both XXXX XXXX  and Chase bank regarding my case below : I opened XXXX XXXX  account on XX/XX/XXXX on XXXX XXXX  website because I got a mail invitation to open account from XXXX XXXX. 
After the account successfully opened on XXXX XXXX  website, XXXX XXXX website requested me to fund the account. So I did a fund transfer from Chase bank to XXXX XXXX  by filling my bank account information on XXXX XXXX  website. 
After a few days, on XX/XX/XXXX, I got an email from XXXX XXXX  saying the fund transfer is unsuccessful and requested me to call them. 
I checked my chase bank account, the fund went out on XX/XX/XXXX and it never came back to my chase checking account. 
I called XXXX XXXX customer service at XXXX and I was told I have to go to XXXX XXXX  to fix the issue. 
I went to XXXX XXXX in NJ on XX/XX/XXXX and I was told : 1. The account was closed by XXXX XXXX right after its opened by its system. ( Complaint 1 with XXXX  : XXXX XXXX  close customers account without notifying customer and even the account was closed, it asked customer to fund the account. 
2. All customer need to go to XXXX XXXX  branch to verify the identity in order to make the account fully open even if customer open account from Website. ( Complaint 2 with XXXX  : XXXX XXXX website is obviously misleading customer and not clearly define the account opening process. Customer was told that account was open successfully online while was told a different process in their Branch. 
3. Because the account was closed, the fund transfer was rejected. I was suggested to contact Chase bank to fix the issue. ( Complaint 3 with XXXX XXXX, The transaction was made from XXXX XXXX  website, XXXX XXXX  should be responsible for the grace and fully completed transaction. In case of problem, XXXX XXXX doesnt show their willing to help customer but push customer to the other side and let customer to fix the issue. ) 4. I made a call to Chase bank hotline, the operator redirected me to their claim department on XX/XX/XXXX. Chase claim department told me that the money was transferred to XXXX XXXX XXXX XXXX should have my money. I went back to XXXX XXXX  branch and asked the Chase claim department staff on the call to talked to XXXX XXXX  branch manager. XXXX XXXX branch manager clarified that the transaction was rejected and suggested Chase claim department staff to file a claim. Chase claim department staff agreed to file claim and move on with the fund trace from Chase bank and suggested me to give a call back in1-2 days. ( Complaint to both banks, there should be a standard protocol between banks rather than asking customer to pass on information or facilitate the communication ) 5. On XX/XX/XXXX, I made a following up call with Chase bank claim department and I was told that the claim was closed by Chase as they couldnt find any rejection code or error in their system. In the meantime, I called XXXX XXXX branch manager again and ask him to talk to Chase claim department. This time Chase bank said they will open the claim and reached out to Chase ACH department /back office to check. Chase bank asked me to make another follow up call in 1 or 2 days. ( Complaint to Chase bank : Chase bank closed claim request without notifying customer, Chase bank didnt take action to trace the fund- basically do nothing! ) XXXX XXXX  branch manager also suggested me to reach out to XXXX XXXX  hotline if we want to reach out to XXXX XXXX  ACH department/back office.- XXXX. I called this number and I was told XXXX XXXX  hotline can not do anything because they dont have any of my account information. ( Complaint to XXXX XXXX, yet another misleading information given to customer ) 6. On XX/XX/XXXX, XXXX XXXX  branch manager shared me with the tracer information. I made following up call with Chase bank. I was told by Chase bank that the claim investigation is still in progress and asked me to call back one day later. I shared tracer information with Chase bank in the call. 
7. On XX/XX/XXXX, I made following up call with Chase bank and I was told there was nothing found by Chase bank. It was a successful transaction. The chase bank hotline staff asked me to XXXXX the email from XXXX XXXX  which stating the fund transfer was unsuccessful. He promised me that once the email was Fax to Chase bank back office, Chase bank back office will start looking into the issue and made an conclusion in 3-7 days.

I did all the required actions.

8. On XX/XX/XXXX, I made following up call with Chase bank again, I was told the claim was closed, Chase bank will not do anything for further research, they asked me to reach out to XXXX XXXX! ( Complaint to Chase bank, there is no standard process to deal with this case, every time customer was given an different answer or suggestions. Also Chase bank only tried to push customer to the other side and not willing to help ) XXXX. On XX/XX/XXXX, I got a call from XXXX XXXX manager saying that the money is with middle man. Middle man has the money and made request to Chase around XX/XX/XXXX. 
I called Chase bank immediately and bridge Chase bank with XXXX XXXX branch manager in the same call. The same information was shared to Chase bank by XXXX XXXX branch manager.

Chase bank said they will put a note to their back office. The back bound transaction normally takes 30-45 for the money to come back to my account. ( Complaint to Chase bank yet again another answer for the same case no concrete answer, process or action or willing for issue investigation ) 10. Today is XX/XX/XXXX, my money still hasnt come back. There is no further information from Chase. I totally believe Chase system is not working, their service is terrible ).

Ive been spending days and days to make following up calls and facilitating conversation between XXXX and Chase. This is not something I expected. Can you please guide what should be my next step to get this resolve? Who is supposed to pay me back for the cost of time Ive spent on this?

Company response to consumer: Closed with explanation