Consumer complaint received 2019-02-20
Company: JPMORGAN CHASE & CO.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
What happened? On XX/XX/XXXX, I did a {$500.00} Chase XXXX XXXX to my Attorney. My Attorney received an email from XXXX on XX/XX/XXXX informing him that the money was sent. A few days later on XX/XX/XXXX, I received a call from my Attorney stating, He never received the payment. I contacted Chase on XX/XX/XXXX and spoke with a Customer Care Rep who informed me the payment was sent to the recipient. I logged into my Chase account to researched the transaction number XXXX and saw that the money was sent. I emailed my attorney the reference info from my Chase XXXX account. My attorney called me back and informed me again he never received the payment. I then called Chase Customer Service on XX/XX/XXXX also, went into a branch and spoke with a personal banker name XXXX who called Chase back office and spoke with an XXXX who informed her that the money wasnt sent to an email it was rerouted to a phone number that was associated to a Chase account but informed me that because security reason they are not allowed to share anything about who the account belongs to and I need to contact the recipient. I informed the Chase Customer Service Rep that the recipient was my Attorney and he has confirmed he never received the payment. Also, I never entered a phone number for the recipient only an email address was associated with this recipient. I asked the Chase Customer Service Rep to reference the transaction made to the same recipient back on XX/XX/XXXX Transaction number XXXX which is associated with a XXXX  XXXX XXXX account which is where the money should have been deposited in not the Chase account. Which the rep did and then stated, the recipient must have routed their XXXX account to the phone number associated to the Chase account the money went into. Again, I informed the Chase Customer Service Rep that the money was sent to an Attorney who has informed me that he doesnt have an account with Chase. The Chase Customer Service Rep then told me not to worry they would submit a claim to their back office and would issue me a credit back for the {$500.00} payment. I never received the credit back and I have called Chase several times escalating this issue. I thanked XXXX because XXXX stated to XXXX at the branch the same information that was stated to me earlier that day. I have called several times starting from XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XXXX, XXXX XXXX Today XX/XX/XXXX, I received a call from XXXX in the Escalation Department telling me that the decision remains the same that Chase will not reverse or credit me back for the {$500.00}. I asked XXXX why is it so hard for Chase to reach out to the Chase customer whom they said the money went to account. I asked her to please pull all calls concerning this issue because I have been asking this to get escalated since XX/XX/XXXX and keep getting a third party response and not allowed to speak with their back office who supposedly are processing the claim. I asked XXXX the Chase Escalation Rep why did Chase on every call but this one tell me it was sent to a phone number associated to the recipient account but now XXXX tells me it went to the email. XXXX then told me she was going by the notes I asked her to have the calls pulled, XXXX then told me she could only go back 30 days. I then asked XXXX why wasnt it escalated the first time I asked it to be escalated and the only reason they escalated it to her was that I stated I was going to get legal involved. I informed XXXX I went into a Chase branch and had a branch manager contact Chase online back office and Rep XXXX was informed that it was sent to a phone number and the money was deposited into a Chase account but they could not disclose the account holder information. The phone number that Chase provides to contact XXXX XXXX is only an InfoDial you cant speak with a live person and refers you back to Chase. I am a customer of Chase and used Chase XXXX. I have been banking with Chase for over 15 years and have never experienced an issue with them.

Company response to consumer: Closed with explanation