Consumer complaint received 2022-10-21
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
On XX/XX/22 we initiated a wire transfer from our CHASE checking account into our sons CHASE secure checking account in the amount of {$18000.00}. We realized within an hour that Chase secure checking accounts do not receive wires. We went to a Chase bank branch, they told us to do a Wire recall, and had us do it with them there. they told us the funds should be available within 24 hours. on XX/XX/22 the funds were still unavailable. we have since then talked to at least 30 different people on the phone with Chase, we have been told a different thing each time that usually ends with us needing to communicate via the secure messaging via the website, or to go to a bank branch. We have been to a bank branch at least 6 times, and have made at least 2 phone calls a day. 
XX/XX/22 : Made Wire transfer {$18000.00} to an account that doesn't receive them. Both Sender and receive accounts are CHASE bank. 
XX/XX/22 : Told to do a wire recall via banker in person at a Chase branch at XXXX. we got a secure message from them asking us to approve the wire recall at XXXX a few messages back and forth we got one that said they had opened a case case # XXXX and to allow 3-5 business days for them to hear from the other bank. However BOTH banks were Chase. On the phone and in person we were being told since it was within chase it wouldnt be more than 24 hours. 
XX/XX/22 : we went to bank, called customer service and sent messages. being told same thing... money would be available within 24-48 hours. 
XX/XX/22 : received a secure message from chase telling us that the funds will be returned within 24-48 hours with the same case number. After asking to please call or let us speak to someone over the phone they said they were unable to call as their phone lines were not operational. we also made calls today told we should have had our money and to wait another 24 hours etc. or to go to bank. We went to bank branch spoke with someone who also tried to escalate the issue via messages but told us they were unable to contact anyone etc. told that our funds would be available at midnight tonight. 
XX/XX/22 : still no funds. Made phone calls, told that there hands were tied, they understood and thought it was very odd we were having this issue and to send secure messages. 
XX/XX/22 : we waited the weekend and got on the phone. we were told that this date was technically business day 5, to send a secure message and go to bank. After pleading on the phone she said she was going to message someone, after doing so she said that they have escalated the case and that we would have out funds no later than Wednesday XX/XX/XXXX. We also sent a secure message asking for an update on the funds. they responded and told us there is no update and that they saw the reached out requesting the same. Our son ( the receiver of the wire ) also sent a secure message from his account explaining the situation. they responded to him and explained he didnt get the wire because it was a secure checking and that the sender would have the funds within XXXX hours. Even though it had already been 7 business days ) XX/XX/22 : We still have no funds! we waited until midnight of this day to make sure we were allowing them the entire day. 
XX/XX/22 : still no funds. We made several phone calls and told the same things, they cant help us, send a secure message etc. one person told us to also do another recall on the wire. So we initiated another recall through the secure message center. 
XX/XX/22 : we are on business day TEN and still have no funds or updates. received a secure message from chase in the morning telling us to wait 24-48 hours. the message ad the wrong wire amount information. We just left the bank branch where they tried to call a line that they can call if they are lost and have exhausted all their options. she was told she would be hearing back from this person within the hour. 

We have lost out on a house refi, had NSF fees and no money. we are desperate to get our funds back. we have had the run around for days. Please help us.

Company response to consumer: Closed with non-monetary relief