Consumer complaint received 2018-11-21
Company: JPMORGAN CHASE & CO.
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX my daughter and I went to Chase Bank and had a personal banker send an international wire from my Chase account. This was a business transaction as I was loaning my daughter {$20000.00} to invest into buying into her company. I have attached the wiring information that we provided the personal banker. When we sat with the personal banker we asked her to fill out the wire exactly how it shows on the banking paper we provided. My daughter said when she wires money she uses the XXXX and XXXX XXXX XXXX to ensure the correct information and pointed to them to have the banker use that specific information. The banker responded, she had to insert the information the way Chase Bank does it. The banker mentioned the way my daughter was wiring money was the way XXXX XXXX version and Chase had a different method. The banker proceeded to fill out the information on the screen and she mentioned she couldnt fit all the numbers on the account number as it was too long. My daughter said again that she copies the wiring sheet we provided the banker exactly to ensure it gets there. The banker filled it out the way Chase does it. When she brought the wiring paper to us, my  daughter asked where all the numbers were and what was under the xxx and the banker said not all the number will be on our sheet as its on her computer and that it is all correct. My daughter made a point to mention we need it right and the banker took off her screen protector and showed us a green check mark that ensured everything was ok. The banker then said if there were any issues the wire would be sent back. 


Two days after the wire was not received we went into that same Chase Bank branch to see what the delay was. The banker who signed off on the wire and manager advised it was fine and to give it a few more days. We even provided the wiring instructions for them to review as my daughter felt uneasy. The manager mentioned that the banker who did the wire left out the sort code but that wouldnt be a problem. Another few days pass and the recipient had not received the funds. We went back into the branch and asked Chase Bank to rescind the wire and return the funds as there was an error. We showed up or called this branch every day for updates as to what was going on. We later find out the banker inserted one incorrect number on the account.

We are writing to you as we have exhausted all options. We have called or been into two different Chase Bank locations since this issue took place over a month ago. The Chase Bank call records will reflect that we have been calling in almost every day. We have even called the Chase executive office and opened another case number with them. The recipient ( who was suppose to receive the money ) has been in contact with his bank. They have advised this is between Chase Bank and the person who received this money in error. 

The money has been put into the wrong account due to an incompetent banker who clearly does not know how to send an international wire. We trusted a professional personal banker, when she said she had to do it the Chase way. We provided the exact wiring details we wanted her to copy for the recipient. My daughter has been wiring money to her company for eight years with XXXX XXXX and there has never been a problem. We brought the wiring details to a professional banker to ensure it would be done correctly and they lose my money. This would have never happened if the personal banker had inserted the correct details that we provided her and also asked her to do. We have been waiting over a month already to get some type of answer. 

I need an advocate as Chase and XXXX XXXX are both refusing to help although this is an error that the personal banker caused. This has caused so much harm for myself, my daughter and the proposed recipient. What has happened is completely unethical.

Company response to consumer: Closed with explanation